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

For a couple of months I have been trying to withdraw my funds from winnerama, every time they put a hold on it for 5 days, they ask for a new verification documents etc...I did all this and then they said I was randomly chosen for a full account review or something which would take 10 business days. After this time my account was actually disabled with no explanation! I have been emailing as live chat no longer comes up as an option and finally got a preply today stating

Hello,

Thank you for contacting us.

We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable.

We wish you the best of luck in the future. 

However they still have my $379, this may not seem like a large amount, but it is to me! they have not mentioned refunding me my money! I made sure not to get the bonuses on last few deposits so I was 100% playing with my own money! I have no other online casino accounts as this was my first (and one would say very bad) Experience with an online casino! I have no self exclusions anywhere at all! I gave them my bank statements, photos of licence and debit card etc. As far as I am aware I have done everything right!

I am honestly considering taking this to the Australian gaming authority and police for fraud! This has been the absolute worst gaming experience I have ever had! If they won't give me my winnings then I want back every deposit I made since opening the account! Not just the last deposit as I made a couple of deposits in the one day!

Thank you for your assistance!

Dear Yuna_197,

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 you have not received any confirmation regarding successful verification? Have you made any successful withdrawals before? Was this the only explanation you received from the casino?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you, I have forwarded all I have. I should have taken more screen shots in open chat but I only did the one. They told me my documents were verified etc and I have had no successful withdrawals!

Thank you again

Thank you very much Yuna_197 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Yuna_197,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winnerama Casino to join the conversation and participate in the resolution of this complaint.

Dear Winnerama Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

Hello Yuna_197,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Winnerama 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

No I have had no response from the casino and my account is still disabled by them.

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Winnerama has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Winnerama may block regular or tournament play and/or prize distribution.

Kind regards,

Winnerama

I have no other account on ANY other online gaming! This was the first one I ever opened!

Hello Winnerama Casino,

Thank you for your response and for clarifying the situation. Can I please ask you to provide us with supporting evidence of the player's breach of these terms?

It can be posted here or sent to me directly via e-mail: adam.m@casino.guru.

Kind regards,

Adam

We would like to ask the 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 negatively affect its rating.

Dear Yuna_197,

I have tried to contact the casino repeatedly but had no further response. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam