Winnerama Casino - プレイヤーのアカウントが無効になりました。

I have deposited an amount of R150 into my account while I had my bonuses suddenly I could not play any slots machine then I chatted with someone on the chat booth then said I must email my query to security I did that but did not get a response till now. After all that I logged out and tried to login but it says my account is disabled I would like to know why is it disabled and for what because now I'm getting suspicious that winnerama casino might be scamers where is my money

Dear Dihedile,

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. Have you completed KYC account verification successfully in the past? Which exact bonus you have activated? Please forward its name or a specific link as I would like to check bonus terms and conditions. Have you activated more than one bonus at the same time? Additionally, if there’s any relevant communication, please forward it too. My email address is petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Hi Petronela

I have only activated 1bonus the 200% one

Regards Dihedile "

Dear Dihedile,

Have you completed KYC account verification successfully in the past?

Hi

What is KYC if I may ask Petronela I have never come across such thing

In order to receive your winnings, you will go through KYC verification (know your customer, alternatively known as know your client or KYC, is the process whereby a business verifies the identity of its clients and assesses their suitability, along with the potential risks of illegal intentions towards the business relationship. The term can also refer to the bank regulations and anti-money laundering regulations that govern these activities.)

Please understand, that without verifying your account, you won’t be able to receive any winnings. This is a standard procedure in a vast majority of casinos.

Please follow the link below to find all the relevant information regarding the Verification process.

https://www.winnerama.com/en-FI/help

Dear Dihedile,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.