Winnerama Casino - プレイヤーのアカウントがブロックされました。

I had a little over 110€ in winnings, and I waited 1 and a half week for my withdrawal after depositing and submitting all needed documents. Today they sent me an email saying that my account has been permanently closed "due to several inconsistencies found on it. Kindly note this decision is irrevocable."

I feel like I got scammed after I deposited real money in their casino and they can’t even inform me what the inconsistencies are? I changed my name a few months ago, and my debit card still has my old surname on it which is the only thing I could think of. Still, I feel like this could’ve been solved by providing them proof of the name change instead of banning me permanently and never returning any of my money.

AVOID THIS CASINO IF YOU VALUE YOUR TIME AND MONEY!

Dear endorkas,

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. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear endorkas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the 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.