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

The problem I have with Winnerama Casino is that they had shown to be deceitful, misleading, fraudulent, and having no shame with their ill-conduct and malpractice.

1. I had made a deposit of R350 as a sign up bonus.
2. I received email confirmation that the wagering requirements have been met.
3. I submitted KYC documents and received email confirmation that this had fully verified my account.
4. I submitted a withdrawal of 18 000 ZAR and then everything went downhill from there.
5. They requested proof of the deposit which I had provided via bank statement.
6. They requested ownership of financial accounts which I had provided for my credit card (which I made the deposit with) as well as proof of my Neteller account, and finally proof of my Luno (Bitcoin) account.
7. They had stated that my account had been selected for random game verification processes which had passed.
8. At the end I had been advised to proceed with the withdrawal once more.
9. Only to receive an email a few days later stating that they are terminating the relationship between us and they can do so without notice, and had not provided any reasons (even though the terms and conditions do not state that they can do so without any reason.
10. I had enquired into reasoning but did not receive any response.
11. The sequence of events to this matter are outlined in the document I attached to this complaint.
12. This can also be found at the following link, as well as the email communication, and the Terms and Conditions of the casino extracted and saved as at 11 November 2022: https://drive.google.com/drive/folders/1TYuPQwCYteJbS0WznhWZRTbM8vpgiG3l?usp=share_link

Please may you assist me in this regard as it cannot be correct or just that they could conduct themselves in such a way and get a way with it. I had made my winnings fair and square, followed all requests from them and still they turn around and end the relationship to get out of paying me. All this without even returning my deposit which simply shows how completely thieving they are.

Your assistance in this regard is truly appreciated.

Best,

Ms Bridget S*******

Dear bridgetsolomons064,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it 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, bridgetsolomons064, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello bridgetsolomons064,

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 provide some insight into why the player's account has been blocked?

Kind regards,

Adam

Dear bridgetsolomons064,

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. 

Dear bridgetsolomons064,

I have tried to contact the casino repeatedly but had no success. 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