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

A bonus of 25 free spins was played, of which the wagering requirements were met to release the bonus that the casino puts, to make the withdrawal the casino requested a deposit of 10 euros, which was made from a bank card in my name, After this, they asked me to verify the account to be able to make the withdrawal, after the account was verified, they asked us for a period of 1 to 5 business days to be able to withdraw my earnings, which was already verified successfully after a month of sending documents, in the time it took me to carry out the verification, I made 3 deposits in cryptocurrencies that the casino received me without any problem, once the account is true and I can make a withdrawal, they cancel my account with 500 euros in it, justifying that there were incidents in them, without mentioning that it is, minutes before the cancellation of my account they offered me a bonus which I did not accept.

I hope you can help me in advance thank you very much.

Attached photo of the withdrawal request and the email that they sent me to cancel the account

Se jugó un bono de 25 giros gratis de cual se cumplieron los requisitos de apuestas para liberar el bono que pone el casino,para realizar el retiro el casino solicitó un deposito de 10 euros,el cual se realizó de una tarjeta bancaria a mi nombre, posterior a esto me pidieron verificar la cuenta para poder realizar el retiro,después de quedar la cuenta verificada nos pidieron un lapso de 1 a 5 días hábiles para poder retirar mis ganancias,lo cual ya estando todo verificado exitosamente después de un mes de estar mandando documentos,en el tiempo que me llevó realizar la verificación realize 3 depósitos en cripto monedas que el casino me recibió sin ningún problema,una vez ya estando verídica da la cuenta y poder realizar un retiro me cancelan la cuenta con 500 euros en ella,justificando que había incidencias en ellas, sin mencionar que es, minutos antes de la cancelación de mi cuenta me ofrecieron un bono de lo cual no accedí.

Espero y me pueda ayudar de antemano muchas gracias.

Anexo foto de la solicitud de retiro y del correo que me mandaron de cancelación de la cuenta

Dear Valdan10,

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 when exactly you created your account? Have you made any successful withdrawals before?

Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. 

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

Best regards,

Kristina

The account was created approximately in September or October if I remember correctly, and in terms of withdrawal it was the first, instead of a successful withdrawal I got an email where without further information it told me that due to incidents they canceled my account and that it was an irrevocable decision for which where I was going to enter the casino I no longer had access to the account at all in advance thank you very much for your support

La cuenta se creó aproximadamente en septiembre o octubre si no mal recuerdo,y en cuestión al retiro era el primero,en ves de un retiro exitoso obtuve un correo donde sin más información me decía que por cuestiones de incidentes me cancelaron la cuenta y que era una decisión irrevocable por lo cual donde iba a entrar al casino ya no tuve acceso en absoluto a la cuenta de antemano muchas gracias por su apoyo

Thank you very much Valdan10 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 Valdan10,

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 why the player's account has been closed?

Kind regards,

Adam

Dear Valdan10,

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

A pleasure Adam but unfortunately there is no response from the casino and the truth is that it seems selfish on the part of the casino that suddenly they block us so as not to be able to withdraw the money that one wins, so it gives confidence to continue betting in the casino

I hope and you can help me in advance thank you very much

Un gusto adán pero lamentablemente no hay respuesta del casino y la verdad si se me hace egoísta por parte del casino que de buenas a primeras nos bloqueen para así no poder retirar el dinero que uno gana,así que confianza da de seguir apostando en el casino

Espero y me pueda ayudar de antemano muchas gracias

Dear Valdan10,

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