The player made a withdrawal request for €600 but there seems to be a problem with the verification process. The complaint was rejected because the player refused to cooperate with the casino and didn't provide relevant evidence.
Winorama Casino - Player seems to have trouble with the casino’s verification process.
Amount: €600
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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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5 years ago
Translation
After requesting the € 600 winnings, e-mails with documentation requests begin to arrive ... All sent at least ten chidebdo emails to return the attached form, or withdrawal authorization, continue ... Too bad that in the 10 or more mail the aforementioned attachment does not exist ..
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5 years ago
Dear Giovanna,
Thank you for contacting Casino Guru. I’m sorry to hear about the difficulties with your withdrawal. I’m not sure if I understand you correctly. Is the problem that the casino didn’t accept your documents, or that you weren’t able to upload them?
Best regards,
Peter
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5 years ago
Translation
My documents were uploaded correctly, but then they kept sending me an e-mail where they said they lacked the authorization to withdraw, a document I never heard of, and which they said they sent it to me as an attachment to their e-mail , actually there was nothing in the annex. I continued to send emails but they never answered me again. In other casinos I never had any problems.
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5 years ago
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Dear Giovanna,
Thank you for contacting Winorama Customer Service!
My name is Davide and for me it will be a pleasure to assist you in solving your case.
In order to perform an optimal service, we ask you to provide us with your username.
For any further needs, we invite you to connect with us in chat (live), or via email.
With regard,
David
The Winorama Customer Service
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5 years ago
Hi Giovanna,
Could you update us on the issue? Was the casino able to help you?
Best regards,
Peter
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5 years ago
Translation
Hi Peter, absolutely nothing ... Total silence ... And non-existent chat. They never answered my e-mails.
Geazie
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5 years ago
We would like to ask the Winorama Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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5 years ago
Translation
Dear Giovanna,
We kindly ask you to send us your username and registration email on the platform so that we can assist you in the best way.
For any further needs, we invite you to contact us in chat, or by email.
Best regards,
David
The Winorama Customer Service
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5 years ago
Hi Giovanna,
Could you please update us on the issue? Is there anything new?
Best regards,
Peter
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5 years ago
Translation
No reply via e-mail ... Chat is not active
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5 years ago
Hi Giovanna,
Thank you for the update. We would like to ask the Winorama Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.
Best regards,
Peter
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5 years ago
Hi Giovanna,
It seems the casino lost interest in solving this issue and stopped responding. I'm really sorry, but we will not be able to help you if the casino doesn't collaborate. However, we will display the complaint on the casino’s review page and close it as unresolved. I understand this isn't a satisfactory solution of your problem, but it will negatively influence the rating of the casino which could eventually lead to changing their approach. I’m really sorry I couldn't be of more help.
Best regards,
Peter
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4 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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4 years ago
Translation
Thanks for your interest, but I sincerely doubt that a solution will be reached ...
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4 years ago
Translation
Dear Giovanna,
We are part of the Winorama Casino Customer Service.
Could you please provide us with your username and registration email in order to best assist you.
To allow us to resolve your request as soon as possible, you may also connect with us in live chat, by clicking on the "HELP" button.
Furthermore, we advise you to obtain a different email to be able to communicate with you (gmail, yahoo etc.), since we are not sure of receiving the emails sent by us.
We thank you for your understanding!
With regard,
Amelia
Winorama.com Customer Service
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4 years ago
Translation
Absolutely not ... Among other things, the chat is not active, and the e-mail receives, in fact I still keep their e-mails.
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4 years ago
Translation
Dear Giovanna,
Thanks for contacting us!
My name is Amelia and I will be happy to assist you for all your needs.
We inform you, that our chats are operational and we cannot understand why you think you were not like this.
Please forward us the emails, which he said he has and capture the image he approves, that our chats are not working.
Are you still using the tiscali.it email to contact us?
We confirm again that, to better access our services, you should use gmail.com (or another domain known all over the world).
Due to the lack of communication by email or chat, our operators will contact you shortly by phone to be able to resolve your case as soon as possible.
With regard,
Amelia
Winorama.com Customer Service
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4 years ago
Translation
Here is the proof that there is no chat and that there was a s ... there is no problem ...
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4 years ago
Hi Amelia,
Could you please reply to the complaint and explain what the issue is?
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4 years ago
Translation
Dear Giovanna,
I am Amelia and I am at your disposal to solve all your needs!
I have tried several times to contact you by phone, but I have not had the pleasure of talking to you.
Please, Giovanna, I will try to contact you again, in the hope of being able to resolve your case as soon as possible.
Sincerely and best regards,
Amelia
Winorama.com Customer Service
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4 years ago
Translation
I don't care, however to resolve the case it would be enough to pay me the 600 €
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4 years ago
Hi Giovanna,
If the casino is willing to resolve the case, you should answer the phone and cooperate.
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4 years ago
Translation
I always answer the phone, the email has no problems since I still receive advertising from winorama, the chat does not work, what more do I have to do? I assure you that no one has contacted me
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4 years ago
Translation
Dear Giovanna,
Thank you for your prompt reply!
I tried to chianarla again yesterday, but without success.
Please confirm your t / telephone number to verify the correctness of the data entered on your profile.
Waiting to resolve the situation as soon as possible, I wish you a wonderful day!
With regard,
Amelia
Winorama.com Customer Service
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4 years ago
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I repeat ... I have not received any call ... I always answer ... I feel a little teased ... Since we have found that there are no problems with the email, that they write to me as well ... And however I get advertising messages from winorama also via sms ... So ...
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4 years ago
Translation
Dear Giovanna,
I would like to clarify that there is obviously some confusion in tracing it.
In order to clarify the situation and above all, to be able to assist you properly, please send us a written confirmation of your telephone number and your email address.
In addition, we invite you to access our chat, using the following link:
https://www.winorama.com/contact/contact.html
Please keep in mind that it should be connected in chat via a computer and not from the mobile phone.
We greatly appreciate your understanding and confirm that we are doing everything possible to resolve this problem!
I wish you a wonderful day!
With regard,
Amelia
Winorama.com Customer Service
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4 years ago
Translation
Yes, now we will see what happens
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4 years ago
Translation
Dear Giovanna,
Thank you for your speedy contact!
I confirm that I have not yet received the data previously requested.
Please forward to this email address, confirmation of your phone number and email address.
Sure in your collaboration, I wish you a wonderful day and above all Good luck!
Cordially and greetings,
Amelia Winorama.com Customer Service
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4 years ago
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Sent everything ... Phone number and email ... No one heard ...
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4 years ago
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You are climbing on the mirrors as usual ... No call ... And the number is right ... no request for anything ... And anyway the documentation has been sent to you at the right time ... Now stop taking in round ... You already have everything ... You could solve the case by paying the winnings ...
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4 years ago
Hi Giovanna,
Please keep in mind you have to provide all required information and work with the casino for the issue to be resolved. We can settle it this way: send all required documentation to my email address (peter.m@casino.guru) and I will forward it to the casino and make sure the casino receives it. This way I will be able to confirm that you sent the documents and that the casino received them.
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4 years ago
Translation
I will send you everything, but I get upset because Winorama did not ask me anything specifically if not to reconfirm my phone number and email, coza that I obviously did and it shows the fact that, among other things, illicitly made it public writing it here.
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4 years ago
Hi Giovanna,
I talked to a casino rep and I found out more about your case. You had about €600 in your account, but, in the meantime, you played with your winnings and lost it. Since there is no more money in your account, you don't answer your phone or send the requested documents to me or the casino, I'm afraid, I will have to reject your complaint.
Best regards,
Peter
