Winnerama Casino - プレイヤーのボーナス賞金は無効になりました。

Got email today Winnerama had cancelled my withdraw for betting over 5 I have the email base on illegal play

Additional comments from the player:

"Kenneth B***** was cancel withdraw today total of 8000 was not paid to me just cancel it all"

Dear Talisua6466,

Thank you very much for submitting your complaint and forwarding the relevant screenshots:

Could you please advise if you have accumulated your winnings with or without an active bonus?

I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

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

Best regards,

Petronela

I don’t know why they let me progress further I just did what I normally would if I won big I would bet more honestly didn’t know they had limits. Strangling enough is that with bonus spins there is a set limit to what you can bet. I hope I can recover 8000 taken from me.

Bonus games I played did not even payout over 100 dollars I didn’t win my bets through the bonuses. Winnings were from the money I had deposited abit 5 deposits

Thank you, Talisua6466, for the forwarded screenshots. I have received pictures of your cancelled withdrawal and several deposits. Could you please advise if you are aware of placing greater bets during the bonus wagering than the allowed ones (€5)? Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I have tried looking for game history from 18/07/2022 it only gives me history from 19/07/2022. As from 19/07/2022 yes shows my bets were higher but 18/07/2022 was bonus plays I did first which amounted to not over $50. How to get 18/07/2022 game history I wouldn’t know as shows only my deposits.

Have you tried requesting your game history from the casino directly? When exactly you activated your bonus, please?

Sent all screenshots some of them yes I have requested game history yesterday they haven’t replied

Based on your previous reply:

I assume that you are aware of placing greater bets during the bonus wagering than the allowed ones. Is that correct? Even without your game history, if you are aware of breaching the maximum bet rule, I'm afraid we won't be able to help you to recover your winnings. Could you please advise?

Can you check this out I have sent from 18/07/2022 to you so every time I deposit money I get bonuses look I don’t know what it meant you couldn’t withdrawals if you had bonuses

Could you please clarify your request? I'm afraid I do not understand.

With bonus bets you can’t up your bets it’s set to a certain amount on what you bet notice you couldn’t bet higher at all what I won from the bonus bets was less than $50 so I’m not understanding why they didn’t pay me out

"I won from the bonus bets was less than $50 so I’m not understanding why they didn’t pay me out"

Please understand that the maximum bet allowed during the onus wagering is $5, not $50.

Total of winnings in the. Bonus bets it what I ment. Looks like this is not going to be resolved just felt ripped off your not very helpful as I thought you will help seek answers to my problem directly from Winnerama I show you history from 28th June clearly see bonus we’re not over betted

Yes, I have received many screenshots from you, unfortunately not your game history. Please understand that based on the pictures as the following ones:

...and many others

I tend to reject your complaint as it seems as if you went over the maximum bet allowed multiple times.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thanks

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.