The player from Italy hasn't received their withdrawals. The casino claims that all withdrawals have been processed. Eventually the mistake was found and the winnings paid. The issue was resolved.
Winorama Casino - Player’s withdrawal has been delayed.
Amount: €2,000
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
2 years ago
Public
Public
2 years ago
Translation
Hi on January 10th I was winning the sum of 2000 euros on the winorama platform, I received a confirmation email telling me that the transfer was successful. 2022 but the account was extinguished on January 20 they would have redone the fateful bank transfer according to them on February 15 at the bank does not appear and I do not know what to do I have won them because I do not have to have them, I state that the other times with grator but I do not never had any problems, xo their insistence is bothering me they sent me the number of the bank transfer but it does not appear in the bank and they say it was successful mah 😡😡😡😡😡😡😡
Automatic translation:
Public
Public
2 years ago
Dear Dada1976,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal requests? Are they all marked as processed in your account?
Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hi I happened to make other winnings with gratorama and I never had problems instead this one with winorama and January 10 that I can't withdraw they keep saying that the transfer was successful I explained 1000 times that the account where they sent the bank transfer and closed on January 20th they sent me an email on February 23rd where it said that the money had been placed in my current account, on Friday 25th another email told me that the bank transfer had been made closed I sent the statement of the account closed until January 31, 2022 they keep telling me that they want the statement from February 1 but if the account is closed how can I make a statement that does not exist? The bank told me that nothing has arrived so where did this money go? I asked snchd to have the two banks contacted or to send me the transaction so that I could move but nothing the only thing they sent me the number of the bank transfer but there is nowhere you can help me I can not understand if they understand the Italian because they keep asking me for the statement of a non-existent account thank you
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Dada1976. Could you please clarify why you requested a withdrawal to the bank account that has been closed or you planned to close?
Would you be so kind as to forward me the official statement from the bank that your account has been closed, for example, termination of the contract letter/email?
Public
Public
2 years ago
Translation
I'll be able to get my money 💰 and above all where did it go mah 😔😔😔😔
Automatic translation:
Public
Public
2 years ago
Do I understand correctly that the casino has sent the transaction to your Unicredit bank account (ending number 4363)?
Also, haven't you received any notification from the bank that your account will be closed? Could you please clarify where should I see that the account has been closed? Please, mark it on the statement and forward it to me.
Public
Public
2 years ago
Translation
Yes, everything is correct if you look at the bank statement on January 20th it says account termination decided by the bank the account was closed on January 20th it no longer exists I tried to make him understand it but there is no way ... the money is never arrived on this account 😔😔
Automatic translation:
Public
Public
2 years ago
Thank you very much Dada1976 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
2 years ago
Translation
Thanks I hope so too, thank you very much for the availability. See you soon I hope to give you good news
Automatic translation:
Public
Public
2 years ago
Hi Dada1976,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Winorama Casino to the conversation to participate in the resolution of this complaint.
Public
Public
2 years ago
Translation
I have sent 1000 emails ms to them the only thing they tell me is that the transfer was successful, I have been to the bank several times and the answer has always been the same the account is closed so there is no longer an account so this money where I am I have asked several times to send me the complete transaction with name surname and where it was done but they the only thing they send me the number of the bank transfer and with that I can do very little I hope you will be able to solve this thing because otherwise if they they are required there is no other explanation ... thank you very much
Automatic translation:
Public
Public
2 years ago
Translation
Peter I sent her an email can check thanks
Automatic translation:
Public
Public
2 years ago
Dear Donatella,
Greetings from Winorama support.
First of all, we would like to bring our sincerest apologies for the inconvenience caused and so big delay in handling your withdrawal request.
This is to confirm that we have received your complaint and it has been passed on to appropriate team who will handle it. Our colleagues will investigate the matter and will get back to you ASAP.
Thank you for your continued patience and understanding.
Regards,
Edvins
Winorama Customer Service Team
Public
Public
2 years ago
Translation
I was contacted by winorama it seems there was a problem with the banks they told me that in a few days I will receive the bank transfer anyway I will update you thanks a lot for everything
Automatic translation:
Public
Public
2 years ago
Dear Donatella,
I have just received the follow up email from our colleagues and they have confirmed that the funds are on the way to you.
Again, please accept our sincerest apologies for all the issues encountered and we wish you all the best in the future.
Regards,
Edvins
Winorama Customer Service Team
Public
Public
2 years ago
Translation
Case solved win paid thanks for the support
Automatic translation:
Public
Public
2 years ago
Hi all,
Thank you for your replies.
Dear Dada1976,
I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
