The player from Italy is experiencing difficulties withdrawing his winnings from bonus play. The issue was resolved.
Winorama Casino - Player’s struggling to receive his winnings due to unfinished KYC verification.
Amount: €100
Winorama Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Winorama Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I made three deposits and played the 40 € of the bonus, now I have 100 € on the account that I would like to withdraw but I can't because it tells me that I don't respect the withdrawal terms. I state that I have not sent the documents since I have not been asked for them
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4 years ago
Dear Danilo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please, could you clarify what the exact problem with delayed withdrawal is? If I understood it correctly, you didn’t start KYC verification process yet. Please understand, without verifying your account, you won’t be entitled for any withdrawals. Did casino give you any other reason for withholding your funds? I hope, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
The casino gives me no explanation of what to do. No, I haven't sent the documents and I don't know who to send them to. The error message is as follows:
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4 years ago
Thank you very much Danilo for providing all the necessary information. I will transfer now your complaint to my colleague Peter 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.
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4 years ago
Hi Danilo,
I looked at the issue and it seems that you haven't finished the wagering requirement of the bonus. You will only be able to withdraw your winnings when the wagering is finished. You can always ask the casino support how much more you have to wager. Let me know if this was helpful.
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4 years ago
Translation
I don't know the wagering requirement as there is no page on the casino site that provides information about it. In addition, the support, despite having sent an email, does not respond. I hope you can help me through your contacts. Thanks in advance.
EDIT: I also seem to have understood that although I bet more money there is the problem of identity documents that the casino has not asked me and that I don't know who to send to.
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4 years ago
Hi Danilo,
Thanks for the reply. Let's see what the casino's standpoint is. We would like to ask the Winorama Casino to reply to this complaint.
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4 years ago
Translation
Dear Danilo,
Congratulations on your win!
My name is Amelia and I will be happy to assist you for all your needs.
I inform you, that you must accumulate a volume of bets equal to the same bonus multiplied 40 times to be able to withdraw it.
In your case, you still have to bet for 1698.20 euros.
Then click on Cashier - Withdraw - to choose the desired payment method (bank transfer, card, neteller)
Once the withdrawal request has been made, you will receive an email from our payment office for the documentation necessary to approve the payment.
Each withdrawal is managed within 48 working hours.
Do not hesitate to contact us in live chat, by clicking on the "HELP" button, to further inform you about the advantageous bonus offers dedicated only for you.
We wish you a wonderful day and above all Good luck!
With regard,
Amelia
Winorama.com Customer Service
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4 years ago
Translation
Well, if that's the casino's answer, okay. Not being a player I don't know the rules of online casinos.
You who are more experienced than me can tell me if Winorama's answer is correct or not.
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4 years ago
Hi Danilo,
The casino's reply makes sense. You should always read Bonus T&Cs before you start to play with any bonus because they differ from casino to casino. After you finish the wagering requirements you will be able to withdraw your winnings as mentioned above. Can we consider the case closed?
