The player from Germany is struggling to receive her winnings due to unfinished KYC verification. The issue was resolved, the player successfully passed the verification process.
The player from Germany is struggling to receive her winnings due to unfinished KYC verification. The issue was resolved, the player successfully passed the verification process.
The player from Germany is struggling to receive her winnings due to unfinished KYC verification. The issue was resolved, the player successfully passed the verification process.
Hello dear people.
I would like to share my negative feedback about Winorama here.
In the meantime, I have been going back and forth for two weeks to make my payment. I have sent all documents from the beginning, but unfortunately there was always a missing document which was originally received.
I have already done everything via the support and by phone and then something is assured that it should work but the next day an email came again that something would be missing.
I'm a little bit annoyed because I can't understand how this happens. An eternal back and forth only for the sake of my relatively small amount.
Unfortunately I have to add and hope that this doesn't sound too bad, because my feeling tells me that the email is either read from a wooden board or that nobody there is able to speak the German language.
Nevertheless, I will continue to contest to get my winnings because I have fulfilled all bonus conditions and submitted everything. If necessary, I will report it.
I cannot recommend this casino to anyone. Rather go to one of the big brands like: Mr. Green or just the local game stores.
Hallo liebe Leute.
ich möchte hier mein negatives Feedback über Winorama preisgeben.
Mittlerweile geht es bei mir schon 2 Wochen hin und her zwecks meiner Auszahlung. Ich habe von Anfang an alle Dokumente mitgeschickt aber leider fehlte immer wieder ein Dokument was ursprünglich schon eingegangen ist.
Ich habe es schon über den Support und telefonisch alles gemacht und dann wird wieder etwas versichert das es ja klappen sollte aber am nächsten Tag kam wieder eine Email das etwas fehlen würde.
Ich bin schon leicht genervt davon weil ich nicht verstehen kann wie so etwas zu Stande kommt. Ein ewiges hin und her nur zwecks meines relativ kleinen Betrages.
Leider muss ich noch dazu sagen und hoffe das dies nicht all zu schlecht klingt, da mir mein Gefühl sagt das die Email entweder von einem Holzbrett aus gelesen werden oder das dort niemand der Deutschen Sprache mächtig ist.
Dennoch werde ich weiter anfechten um meinen Gewinn zu erhalten da ich alle Bonusbedingungen erfüllt habe und ja alles eingereicht habe. Wenn es sein muss erstatte ich anzeige.
Ich kann niemanden dieses Casino empfehlen. Geht lieber auf einen der Großen Marken wie: Mr. Green oder dann doch einfach die Spielotheken vor Ort.
Dear Nicole,
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 and none of the serious and licensed casinos takes it lightly. Could you please confirm that you provided all the necessary documents in a sufficient quality? Sometimes when the documents are not clearly visible, or some parts are cut or missing, the casino can ask you to send them again.
I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Dear Nicole,
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 and none of the serious and licensed casinos takes it lightly. Could you please confirm that you provided all the necessary documents in a sufficient quality? Sometimes when the documents are not clearly visible, or some parts are cut or missing, the casino can ask you to send them again.
I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
Thank you very much Nicole for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Thank you very much Nicole for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Nicole,
I looked at your case and understand your situation. I will contact the casino and see what can be done.
Hello Nicole,
I looked at your case and understand your situation. I will contact the casino and see what can be done.
That is very nice of you and I am not happy to stand alone against the casino now. I wrote down two days ago and now I am getting no answer. I hope that we will get this clarified as soon as possible so that I can get my money.
Das ist sehr nett von Ihnen und es freut mich nicht allein nun dazustehen gegen das Casino. Ich habe vor 2 Tagen hingeschrieben und heute aber bekomme nun endgültig keine Antwort mehr. Ich hoffe das wir das schnellstmöglich geklärt bekommen damit ich an mein Geld komme.
Hello you don't need to do anything else. Winorama has just emailed me that money is on the way to me. I still thank you for your help and efforts.
Hallo Sie brauchen nichts weiteres zu tun. Winorama hat sich gerade bei mir per Email gemeldet, das dass Geld auf dem Weg zu mir ist. Ich bedanke mich dennoch bei Ihnen für Ihre Hilfe und Bemühungen.
Hi Nicole,
That's good news. 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. In case you don't receive the money, let me know and I will reopen the complaint (peter.m@casino.guru).
Best regards,
Peter
Hi Nicole,
That's good news. 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. In case you don't receive the money, let me know and I will reopen the complaint (peter.m@casino.guru).
Best regards,
Peter
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