Winorama Casino - Player’s struggling to complete KYC verification.

Good morning I signed up at the winorama casino I took advantage of the bonus as the first charge I played it 30 times I won 3644 euros and I made a withdrawal request but they continue to send me and ask me for documents that I have already sent I want the money that I won naturally also because those I deposited accepted them immediately

Dear Nicola,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Thank you in advance for your reply. 

Best regards,

Petronela

29 04 2020

But they keep asking me for documents I have already sent ...

Thank you very much Nicola for your quick reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hello Nicola,

The procedure of verification can take even more than weeks, especially if you requested a withdrawal for the first time. This is why we advise players to be patient in cases like this. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Good morning I made a withdrawal request at the winorama casino ... I won 15,000 euros but they continue to make fun of me asking for documents that I have already sent

here

I want to get paid otherwise I am forced to take legal action!

Hello Nicola 

I’m sorry to hear about your negative experience with the casino. It seems that this casino has a stricter verification process, but it is not unusual. I would like to know whether the casino gave you some reason for delaying your verification. Could you send me the communication with the casino, please? You can forward it here: yuliia.k@guruadmins.com

Thank you in advance for your reply. 

I carefully read T&Cs and, unfortunately, withdrawals in this casino are limited. They have a maximum withdrawable amount set to 3000 € per month. Please, be informed that players are only able to withdraw their winnings at a sum of €3000 per month. Therefore, you will be forced to divide the withdrawal of your winnings by 5 months.  If you have any additional questions, please let us know.

But why do I have to take the withdrawal request to 3000?

Hello Nicola,

A withdrawal limit is simply a limit on the amount you can withdraw in a single or multiple transactions. Every single online casino has restrictions on withdrawals players are able to make. The restrictions can come in the form of an ‘Amount Limit’, ‘Time Limit’ or perhaps a ‘Combination of the two ‘.

In fact, limits than combine both amount and time specifications are the most common way to control withdrawals at online casinos. For example, you might only be permitted to cashout a maximum of € 3,000 in a one-month period.

The amount and time limits can assume several varying forms, so make sure that you understand them completely and agree with them before registering your new account at an online casino.

You can make monthly withdrawals in increments of €3,000. That €15,000 you just won will still all be yours don’t worry, you’ll need to wait to receive it all instead of in one lump sum.

Hello Nicola,

Is my information was helpful? Do you understand how the withdrawal limit works or do you have additional questions?

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.