Winnerama Casino - La cuenta del jugador ha sido deshabilitada.

I have requested a withdrawal of € 2500 and only 104 have reached my account. The casino has blocked me from the account and does not give any explanation, does not answer, does not show signs of life. My withdrawable balance according to the cashier was € 2,900. Obtained everything during the last 4 months, fulfilling absolutely all the requirements that the company demanded.

He solicitado un retiro de 2500 € y solo han llegado a mi cuenta 104. El casino me ha bloqueado de la cuenta y no da explicación ninguna no contesta no da señales de vida. Mi saldo retirable según el cajero era de 2900 €. Obtenido todo durante los últimos 4 meses, cumpliendo absolutamente todos los requisitos que exigía la compañía.

Dear Santi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise how long ago you have registered your account and if you’ve accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it along with any screenshots of your requested withdrawal and active balance to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much for your prompt response. The fully verified account, open since January 2021, and without having used any bonuses other than the 25 free spins of the registration, but having made a deposit of € 10 afterwards and without requesting a bonus. Generating the money mainly with the cash prizes of the races in promotion. Everything in order and correct until the moment of receiving the money. They accept the withdrawal but they only pay me 5%.

Regards and thank you very much in advance.

Muchas gracias por su pronta respuesta. La cuenta verificada por completo, abierta desde enero de 2021, y sin haber utilizado ningún bono salvo los 25 giros gratuitos del registro, pero habiendo hecho después un depósito de 10 € y sin solicitar bono. Generando el dinero principalmente con los premios en efectivo de las carreras en promoción. Todo en orden y correcto hasta el momento de recibir el dinero. Aceptan el retiro pero solo me pagan el 5%.

Un saludo y muchas gracias de antemano.

Have you saved, by any chance, any relevant communication or screenshots before your account got blocked? If yes, please forward them to petronela.k@casino.guru. Thank you very much in advance.

Well, actually, all I have are the emails that they have sent me about the approval of the payment and the blocking of the account, apart from some communications, all of them by mail. The only screenshot is of the complete account verification but my data is not coming out anywhere. They have sent me an email saying that I only have the right to collect € 100 because I make a deposit of less than € 25 and that requirement does not appear anywhere in their terms and conditions

Pues en realidad lo único que tengo son los correos electrónicos que me han mandado ellos de la aprobación del pago y el bloqueo de la cuenta aparte de algunas comunicaciones todas ellas por correo. La única captura de pantalla es de la verificación completa de la cuenta pero no salen mis datos por ningún sitio. Ellos me han enviado un correo diciendo que solo tengo derecho al cobro de 100 € porque realice un depósito menor de 25 € y ese requisito no aparece por ninguna parte en sus términos y condiciones

Do I understand correctly that your winnings have been accumulated from 25 Free Registration Spins?

On the contrary, I think I remember that in February I made a deposit of € 10. At first I did use the free spins, but they were not the ones that generated my winnings

Al contrario, creo recordar que en el mes de febrero hice un depósito por 10 €. Al principio sí que utilicé los giros gratuitos, pero no han sido los que me han generado las ganancias

I understand. Could you please forward any relevant communication to petronela.k@casino.guru? Thank you very much in advance.

Thank you very much, Santi, for forwarding the relevant communication. I understand now that the casino believes you have accumulated your winnings from a Free bonus. Could you please forward your cashier history?

I don't actually have any cash history, I opened my account in January, in February I made a deposit of € 10, and in May I requested a withdrawal of € 2,500. That's the whole history.

And exactly the same as in winnerama, the Lucky draw has also happened to me, here requested with you for € 3000, and they answer me exactly the same

En realidad no poseo ningún historial de caja, abrí mi cuenta en enero, en febrero hice un depósito de 10 €, y en mayo solicité un retiro de 2500 €. Eso es todo el historial.

Y exactamente lo mismo que en winnerama, me ha pasado también el Lucky draw, aquí solicitado contigo de 3000 €, y me contestan exactamente lo mismo

Please forward it, even if it has one transaction only. Thank you very much in advance.

Sorry, I don't understand, what do I have to forward? And of course thank you very much for your time.

Perdón, no entiendo, qué es lo que tengo que reenviar? Y por supuesto muchas gracias a ustedes por su tiempo

A screenshot of your cashier/deposit history. Thank you very much.

Thank you, Santi, for the screenshot of your payment receipt. However, I was interested in your cashier history. You should be able to find it in your casino account but since your account is blocked now, I assume you haven't saved it previously.

Do I understand correctly that you have deposited funds into your account in March and they stayed untouched till May when you accumulated your winnings from this deposit?

Dear Santi,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.