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.
Winorama Casino - Player’s withdrawal has been delayed.
Amount: €330
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
3 years ago
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3 years ago
Translation
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.
Automatic translation:
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3 years ago
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
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3 years ago
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.
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3 years ago
Hello Nicole,
I looked at your case and understand your situation. I will contact the casino and see what can be done.
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3 years ago
Translation
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.
Edited
Automatic translation:
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3 years ago
Translation
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.
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Automatic translation:
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3 years ago
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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