Winorama Casino - Player’s struggling to withdraw his winnings.

Winorama nn mi paga mi ha chiesto per settimane documenti ora che nn sanno cosa chiedere nn mi rispondono che devo fare io vorei ii miei soldi ho caricato e ho giocato nessun bonus nessun giro gratis ho vinto 

Ora nn ni rispondo da 1 settimana

Dear Alexandru,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully? Was this your first withdrawal request in this casino? Furthermore, could you please specify how many days ago you have requested the withdrawal? 

It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. I will now transfer your complaint to my colleague Matej who will be at your assistance. We’re looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Mi hanno chiesto certa documentazione poi non andava bene poi ho rimandato a un certo punto che tutti documenti erano apposto , blackout nn ricevo niente ne risposte ne domande  ho rimandato la mail tutti i giorni anche 2/3 volte al giorno con documenti pensando che la mail magari si sia persa . Io nn penso che su tutte le mail che ho mandato in 3 settimane non e arrivata nessuna . Ben si che vengo ignorato per passare gli 8 giorni come dai termini . E dovro rifare tutto da capo e sinceramente nn mi rispondono.

Per che secondo ii termini hai 8 giorni per mandare ii documenti che sono gia passati 

Ma mandando ii documenti ogni giorno penso che sono ancora in tempo

Hello Alexandru.

We are very sorry to hear about your troubles. A very common problem at this casino is that players didn’t know that they need to fill the withdrawal request form. Did you fill this request and sent it to the casino? You need to download the form, print it, fill it out and then scan and send it back to the casino. Did you try to message them on live chat? (They were always very professional and helpful.) 

From another Winorama casino complaint:

"Each player who would like to make a withdrawal from Winorama has to submit the following documents to this email address accounting@winorama.com .
 

- ID
- Credit Card

- Proof of address

- Deposit authorization Form

If you have further questions kindly contact accounting@winorama.com or support@winorama.com. They will assist you in the best possible way. "

Log in from a desktop computer, go to menu>cashier>download CAF

I hope this helps. Please write us back if you still have a problem with your withdrawal.

Gentile Alexandru,

La ringraziamo del Suo e-mail.

Tenga presente che abbiamo ricevuto i documenti che ci ha inviato e sono stati inoltrati per le verifiche al nostro dipartimento Sicurezza e Pagamenti.

In caso di bisogno per qualsiasi altra informazione La contatteremo via e-mail.

Può contattare tramite Live Chat la nostra Assistenza Clienti per ulteriori domande o dubbi.

La ringraziamo per la Sua attenzione.

Cordialmente,

Anthony Greene

Direttore Sicurezza e Pagamenti

Winorama

Cosa devo fare ora oggibe arrivata quella mail e quanto tempo ci vora ancora

The security check few days maximum and withdrawal time depends on the method.  

Bank transfers are most time-consuming, but I guess that you should have your money on your account in a week, maximum two.

One my withdrawal from Gratorama (same company) took two weeks, but it was during a Christmas. Usually, they are faster.

Ma questo casino succede tutte le volte ho solo il primo prelievo

As far as I can tell you we had few Italian players complaining about the withdrawal process. Most of them don't know that they need to download a "Deposit authorization Form" fill it and send it back.  

We already spoke about this with the casino representatives, to make this process more clear for Italian players. I can't tell you why but it seems that only Italian players have this problem.

Please explain how you mean this: Ma questo casino succede tutte le volte ho solo il primo prelievo - maybe the translation is wrong, but it doesn't make sense in English.

Il problema che o io si ripeterà tutte le volte che devo fare un prelievo  ? Ho ii miei documenti rimarranno registrarti

Maybe we could invite the casino representatives to explain where the problem was. It could help other Italian players in the future.

Dear casino representatives could you please check what happened during the withdrawal process and why it is so complicated?

Unfortunately, we didn't receive any response from the casino representatives yet.

Alexandru do you have some updates regarding your withdrawal?

Buonasera Alex,

Grazie per aver contattato Il Servizio Clienti!

Vorremmo informarla che la Sua richiesta di prelievo e'  stata approvata il 23.04.2020. Gentilmente Le ricordiamo che le tempistiche di trasferimento di denaro dipendono anche dalla Sua banca. Nel caso di prelievo tramite bonifico bancario il trasferimento puo' impiegare 10 giorni lavorati.

La preghimo di aspettare ancora e di contattarci allegando estratto conto bancario.La ringraziamo per la collaborazione.

Cordialmente,

Raly

Servizio Clienti Winorama

Alexandru could you please confirm that you received the money?

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

Si scusate sono arrivati . Grazie di tutto il vostro appoggio

Dear Alexandru,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.