Winorama Casino - El jugador no ha recibido su retiro.

It's 10 days and the money hasn't arrived. You just want them to deposit but if you win you never return the money back

Sono 10 giorni e il denaro non è  arrivato .voi volete solo che depositano ma se si vince non tornate mai il denaro indietro

Hello Daniela.

Thank you for submitting a complaint through our website. We have a very good relationship with this casino and your withdrawal is probably pending because the casino hasn’t received some of your documents.

May I ask, have you passed through a KYC procedure (know your customer)? Has the casino asked you for some documents for verification, and, if so, have you provided them to the casino?

Regards, Matej

No no document I was never asked but I'm sorry that I deposited my money and now that I had won I can't have it

Nessun documento non mi è mai stato chiesto, ma mi dispiace di aver depositato i miei soldi e ora che ho vinto non posso averli

I even get stuck and nn make me play Piu to the slots blocked me because nn does this

Mi sono persino bloccato e nn mi hanno fatto giocare Piu alle slot mi hanno bloccato perché nn fa questo

Hello Daniela.

From what you wrote I think that your problem is that you have never finished the KYC procedure. We will contact the casino and ask them to help you with it.

Regards, Matej

Nn does nothing so much play no more

The money I had I enjoyed but I didn't think it was all a hoax

Nn non gioca più così tanto

Il denaro che avevo mi divertiva, ma non pensavo fosse solo una bufala

Hello Daniela.

We have got a response from the casino. They wrote to you twice that you need to verify your account (19. 8. and 23.8.) Because you didn't send them any documents the verification failed and your withdrawal was declined. In case you still have some money on your account, you can withdraw them after successful account verification. 

Regards, Matej

What civil documents tell you that I do it otherwise I don't play anymore

Quali documenti civili ti dicono che lo faccio altrimenti non suono più

Hello Daniela. 

I have got a reply from Winorama Casino, and they kindly ask you to check your email (domenicovena@gmail.com)  which is associated with your account. You should find the instructions there. 

Regards, Matej

Dear Daniela, 

We’re sorry to hear about your negative experience.

Following the industry regulation, all customers must go through a standard verification procedure and provide us with valid identification documents. 

We have tried to contact you numerous times to inform you about our Withdrawal Policy and the requested documents however up until now we have not received a reply from you.

Winorama aims to deliver the best service, so please get in touch with us at support@winorama.com so we can resolve this issue as quickly as possible. 

We hope to hear from you soon. 

Kind Regards,

The Winorama.com Team

Ok I will send you the documents and then I will come back to play and we will see if it is true what you say thanks

Ok ti invierò i documenti e poi tornerò a giocare e vedremo se è vero quello che dici grazie

Hello Daniela.
Were you able to make a withdrawal? Do you need any other help?

Thank you for cooperation.

Have a great day!

No x what I'm playing they told me to send the documents but where?

No xche nn sto giocando mi hanno detto di inviare i documenti ma dove ?

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’.

Hello Daniela, 

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. 
 

Thank you very much 

Kind Regards,

The Winorama.com Team   

Hello Daniela.

You didn't respond for a long time. Is your problem solved? Can we close the complaint?

Dear Daniela,

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.

Who gives it to me is the authorization form for the deposit

Chi me lo fornisce ilmodulo di autorizzazione aldeposito

Hello Daniela.

I wrote to the support and got this reply:

Please follow the steps:

Log in from a desktop computer, go to menu>cashier>download CAF. (Deposit authorization Form)

You can either rewrite it by hand or print it, after that, sign on it, take a photo and send it to accounting@winorama.com.

I hope this help.

In case of any other problems, please contact casino support via email: support@winorama.com.

They reply almost immediately.

Regards, Matej

Hello Daniela.

I am closing the complaint because I believe we are already out of options here and we are running in circles. Please, if you still need help with your KYC, contact the casino support. They are outstanding and can help you perfectly in very short time.