The player from Italy has been struggling to receive his winnings due to unfinished verification. We rejected the complaint because the player didn't respond to our messages and questions.
Winorama Casino - Player’s withdrawal has been delayed.
Amount: €1,700
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.
Case closed
Our verdict
Other
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
hi good morning i have a problem with the winorama casino i have sent all the documents and bank statements that have requested me but they send me the same email asking me for the documents again i have the withdrawal pending for two days for these documents mr anthony grean who replies to e-mail always sends the same. How do I get my withdrawal by calculating that I also contacted the support that the chat does not exist and that there is no number to call ???
Automatic translation:
Public
Public
4 years ago
Additonal information from the player:
"The winorama casino for withdrawal always requires the same documents that I have already sent you please help me because I would love to receive my withdrawal of 1700 euros"
Public
Public
4 years ago
Dear Pasquale,
Thank you for submitting your complaint. I’m very sorry to hear about your problem. I’m sure you understand that KYC (Know Your Customer) verification is a very complex process. Requesting the same documents over and over might mean, that you have sent them in insufficient quality. Are you sure you sent all the required documents and in good quality, please?
I hope we will be able to help you as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
4 years ago
Translation
Hi kristina the documents I sent were photographed by i-phone x and then generates jpeg photos now I have sent them more or less three four times and I have invited the gentlemen of winorama to contact me at my phone number to find out what else is missing but for now they haven't contacted me yet
Edited
Automatic translation:
Public
Public
4 years ago
Translation
He contacted me via e-mail Luca of winorama support I sent him other documents and while waiting for him to let me know I also sent him my phone number hopefully well
Edited
Automatic translation:
Public
Public
4 years ago
Hello Pasquale,
Thank you for letting me know! In this situation I would recommend you to wait a few more days (for example 7 days). I will keep this complaint opened and if your account isn't successfully verified (or your withdrawal successful) we will try to contact the casino to find out what is going on.
In the meantime, I would like to ask you to keep me informed and please let me know if there is something new regarding your case.
Public
Public
4 years ago
Translation
Good evening to date after having sent many documents and for several times my withdrawal is still pending ....... I hope that tomorrow they will contact me since today I sent again e-mail with personal telephone number seen and considered that their chat in Italy is not usable. Thanks again and good evening
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Nuovo Sviluppo have accepted all documents and in the cashier of the game the withdrawal is still pending ..... hopefully good
Edited
Automatic translation:
Public
Public
4 years ago
Pasquale, it seems that resolving your problem is on the good path. I would recommend you waiting a few more days and if your withdrawal isn't successfull, we will ask the casino for their help. Would you be willing to wait, please?
