HomeComplaintsWinorama Casino - Player’s withdrawal has been delayed.

Winorama Casino - Player’s withdrawal has been delayed.

Amount: €12,000

Winorama Casino
Safety Index:Below average
Submitted: 15 Apr 2020 | Case closed : 22 Apr 2020
Case closed Our verdict

Other

REJECTED

Case summary

4 years ago

The player from Italy is experiencing difficulties withdrawing his winnings. We rejected this complaint as the funds have been played before the verification process was completed.

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4 years ago
Translation

I won € 12,000 in this casino which I must say is a nice casino but at the time of the withdrawal they asked me for documents I sent them they asked me to send a copy of the bank statement certifying the card that was in my name and since then not they replied most I wrote in the chat and they said they would make themselves heard to solve the problem you can help me given the bad experiences of others I am worried but seeing the positive results of others I hope even more I am a VIP customer so up to 15000 € there are no problems with the withdrawal so why not do it to me

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4 years ago

Dear Federico,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals 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. Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you. Please could you advise how long ago you have requested the withdrawal? Thank you in advance for your reply.

Best regards,

Petronela

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4 years ago
Translation

Hi Petronela today gave me confirmation that the documents are fine The only one they wanted sent again and the front and back identity card that I have already sent a dozen times but in spite of everything I understand that they must verify and therefore I sent again the copies .... they answer only once a day in the morning so tomorrow I will surely receive an email with the result of whether the document is okay or not .... I hope that after this verification the payments will be faster if I will continue to playing in the winorama casino because this obstacle belongs seems to me a nice platform .... i will keep you updated tomorrow if they will forward the payment if the document will be accepted

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4 years ago

Thank you very much Federico for the update. I will be waiting for your confirmation patiently. 

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4 years ago
Translation

Good morning Petronela I sent 5 emails with the documents and contacted the chat support but they did not reply to me anymore winorama because to me they always say that it is not good when the resolution is excellent and the data are all readable.

thanks again for your support

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4 years ago

Dear Federico,

Do I understand it correctly that your account is still not verified? Please could you clarify how many days ago you have requested your withdrawal and started the verification process? Thank you in advance.

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4 years ago
Translation

I just restarted it yesterday, I loaded more money and I came to a win of € 15,000 Now and The Orthodox Easter so they will answer me on Tuesday

however beyond the identity document I do not think they will have problems with the payment since all the other documents for verification have accepted them anyway to speed up the payment terms now I stop I will not play until the payment is made

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4 years ago

Dear Federico,

That is an excellent decision. Please keep me updated abot your account verification and withdrawal. Thank you very much.

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4 years ago
Translation

Okay I'll keep you updated thanks again for your support

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4 years ago
Translation

Hi Petronela thank you for the support you can close the case at the end by continuing to play I lost everything thanks again good day

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4 years ago

Dear Federico,

I’m genuinely sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will now close this complaint . Thank you for your understanding.

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