Winorama Casino - Spelaren kämpar för att dra tillbaka sina vinster.

Winorama doesn't pay me asked me for weeks documents now that they don't know what to ask they don't answer me I have to do I want my money I loaded and played no bonus no free spins I won

Now nn ni answer from 1 week

Winorama nn mi paga mi ha chiesto per settimane documenti ora che nn sanno cosa chiedere nn mi rispondono che devo fare io vorei ii miei soldi ho caricato e ho giocato nessun bonus nessun giro gratis ho vinto 

Ora nn ni rispondo da 1 settimana

Dear Alexandru,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully? Was this your first withdrawal request in this casino? Furthermore, could you please specify how many days ago you have requested the withdrawal? 

It’s quite usual for withdrawal, 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. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. I will now transfer your complaint to my colleague Matej who will be at your assistance. We’re looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

They asked me for some documentation then it wasn't good then I postponed to a certain point that all documents were affixed, blackout nn I receive nothing or answers or questions I sent the mail every day even 2/3 times a day with documents thinking that the mail maybe she got lost. I don't think that none of the emails I sent in 3 weeks has arrived. Of course I am ignored to spend the 8 days as per the terms. And I will have to do it all over again and honestly they don't answer me.

For which according to the terms you have 8 days to send the documents that have already passed

But sending documents every day I think they are still on time

Mi hanno chiesto certa documentazione poi non andava bene poi ho rimandato a un certo punto che tutti documenti erano apposto , blackout nn ricevo niente ne risposte ne domande  ho rimandato la mail tutti i giorni anche 2/3 volte al giorno con documenti pensando che la mail magari si sia persa . Io nn penso che su tutte le mail che ho mandato in 3 settimane non e arrivata nessuna . Ben si che vengo ignorato per passare gli 8 giorni come dai termini . E dovro rifare tutto da capo e sinceramente nn mi rispondono.

Per che secondo ii termini hai 8 giorni per mandare ii documenti che sono gia passati 

Ma mandando ii documenti ogni giorno penso che sono ancora in tempo

Hello Alexandru.

We are very sorry to hear about your troubles. A very common problem at this casino is that players didn’t know that they need to fill the withdrawal request form. Did you fill this request and sent it to the casino? You need to download the form, print it, fill it out and then scan and send it back to the casino. Did you try to message them on live chat? (They were always very professional and helpful.) 

From another Winorama casino complaint:

"Each player who would like to make a withdrawal from Winorama has to submit the following documents to this email address accounting@winorama.com .
 

- ID
- Credit Card

- Proof of address

- Deposit authorization Form

If you have further questions kindly contact accounting@winorama.com or support@winorama.com. They will assist you in the best possible way. "

Log in from a desktop computer, go to menu>cashier>download CAF

I hope this helps. Please write us back if you still have a problem with your withdrawal.

Dear Alexandru,

Thank you for your email.

Keep in mind that we have received the documents you sent us and have been forwarded to our Security and Payments Department for verification.

In case of need for any other information we will contact you by e-mail.

You can contact our Customer Service through Live Chat for further questions or doubts.

We thank you for your attention.

With regard,

Anthony Greene

Security and Payments Director

Winorama

Gentile Alexandru,

La ringraziamo del Suo e-mail.

Tenga presente che abbiamo ricevuto i documenti che ci ha inviato e sono stati inoltrati per le verifiche al nostro dipartimento Sicurezza e Pagamenti.

In caso di bisogno per qualsiasi altra informazione La contatteremo via e-mail.

Può contattare tramite Live Chat la nostra Assistenza Clienti per ulteriori domande o dubbi.

La ringraziamo per la Sua attenzione.

Cordialmente,

Anthony Greene

Direttore Sicurezza e Pagamenti

Winorama

What should I do now that email has arrived and how long does it take?

Cosa devo fare ora oggibe arrivata quella mail e quanto tempo ci vora ancora

The security check few days maximum and withdrawal time depends on the method.  

Bank transfers are most time-consuming, but I guess that you should have your money on your account in a week, maximum two.

One my withdrawal from Gratorama (same company) took two weeks, but it was during a Christmas. Usually, they are faster.

But this mess happens every time I have only the first withdrawal

Ma questo casino succede tutte le volte ho solo il primo prelievo

As far as I can tell you we had few Italian players complaining about the withdrawal process. Most of them don't know that they need to download a "Deposit authorization Form" fill it and send it back.  

We already spoke about this with the casino representatives, to make this process more clear for Italian players. I can't tell you why but it seems that only Italian players have this problem.

Please explain how you mean this: Ma questo casino succede tutte le volte ho solo il primo prelievo - maybe the translation is wrong, but it doesn't make sense in English.

The problem that I will repeat myself every time I have to make a withdrawal? I have my documents will remain registered

Il problema che o io si ripeterà tutte le volte che devo fare un prelievo  ? Ho ii miei documenti rimarranno registrarti

Maybe we could invite the casino representatives to explain where the problem was. It could help other Italian players in the future.

Dear casino representatives could you please check what happened during the withdrawal process and why it is so complicated?

Unfortunately, we didn't receive any response from the casino representatives yet.

Alexandru do you have some updates regarding your withdrawal?

Good evening Alex,

Thank you for contacting Customer Service!

We would like to inform you that your withdrawal request was approved on 04.24.2020. We kindly remind you that the timing of money transfer also depends on your bank. In the case of withdrawal by bank transfer, the transfer can take 10 working days.

Please wait any longer and contact us by attaching a bank statement. We thank you for your cooperation.

Cordially,

Raly

Winorama Customer Service

Buonasera Alex,

Grazie per aver contattato Il Servizio Clienti!

Vorremmo informarla che la Sua richiesta di prelievo e'  stata approvata il 23.04.2020. Gentilmente Le ricordiamo che le tempistiche di trasferimento di denaro dipendono anche dalla Sua banca. Nel caso di prelievo tramite bonifico bancario il trasferimento puo' impiegare 10 giorni lavorati.

La preghimo di aspettare ancora e di contattarci allegando estratto conto bancario.La ringraziamo per la collaborazione.

Cordialmente,

Raly

Servizio Clienti Winorama

Alexandru could you please confirm that you received the money?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Sorry they have arrived. Thanks for all your support

Si scusate sono arrivati . Grazie di tutto il vostro appoggio

Dear Alexandru,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.