The player from Portugal has requested a withdrawal. Unfortunately, he hasn't receive any information from the casino. The complaint got successfully resolved.
Winorama Casino - Player’s withdrawal has been delayed.
Amount: €1,315.35
Winorama Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Good morning, since last night I'm trying to talk to the support of this casino and without success! I deposited € 130 and got good earnings and now I wanted to withdraw my money but without success either. At the time of registration, I was not asked for any identification or documents, but yesterday, after going around trying to solve the problem, I saw that some documents were needed and I sent them ... that is, I already sent the requested documents and the CAF signed as well ... and so far I haven't been able to speak to anyone or even manage to raise my money !!
I have tried to contact by phone, nothing, by email, nothing, live chat in the casino, there is no one, I have sent 6 emails without counting the documents.
Thanks for helping me with this! I've done everything to try to raise my money and nothing! What do I have to do more?
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4 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please understand that KYC account verification is a very important and essential process, during which 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.
Subsequently, it’s quite usual for a 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Nick
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4 years ago
Translation
I was able to speak to support and I was told that the reason I am unable to withdraw my money is because of a 100% bonus, which I did not know that if I did not want to, I would have to contact the support asking to withdraw the bonus.
now i have to spend € 1612 more on bets to be able to withdraw my winnings
I understand the policy but I had no way of not accepting the bonus at the first load.
I suggest that you should warn customers that if you don't want the bonus you have to talk to support to cancel it ...
I am unhappy because now I have to spend € 1612 before I can withdraw my winnings, as I already played with the bonus, you cannot cancel it!
Now the money is stranded in the casino until they spend what they want ...
thank you.
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4 years ago
Dear Daniel,
Please could you specify which bonus is active on your account? Can you confirm if you did accept the bonus or it was automatically added to your account by the casino?
Best regards,
Nick
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4 years ago
Translation
The active bonuses are 2, the € 7 for which no deposit is required, is automatically given when you register and a 100% bonus which is also automatically given when the first deposit is made. In this case, I deposited € 40 and they gave me a € 40 bonus (100%) I got € 87 in total. I didn't choose to have the bonus or not. It was given automatically.
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4 years ago
Thank you very much Daniel for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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
Translation
In principle it is already solved. I already have a withdrawal pending. See if it's approved.
thank you!
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4 years ago
Hello Daniel,
I am very sorry to hear about your problem.
I would like to ask the casino what’s their standpoint in this situation.
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4 years ago
Translation
That part is resolved.
now I just had a problem with the survey. It was not possible to transfer me directly to the card. But I already sent my bank details to make a transfer. But now just for the week.
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4 years ago
Dear Daniel,
can you confirm you have received your withdrawal? Can we close this complaint?
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4 years ago
Translation
I still haven't received anything.
I am waiting for someone to tell me something from the casino. I had to send my bank information to make a bank transfer, because they say they can't transfer to a credit / debit card. I do not know why.
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4 years ago
Thanks for the update Daniel, then we will wait for casino's reply and leave the complaint open.
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4 years ago
Translation
Thank you.
I don't know if they say anything today, it's already Monday. I'll wait.
but bank transfer always takes a little longer.
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