Winnerama Casino - プレイヤーの撤退が遅れています。

I Deposited my own money and played for quite a while. I bet $2 and hit over $8000. I played it down until I was able to withdrawal. All my stuff was good. Put in a request and a week goes by, still showed pending. I msged them n someone reassured me it was being processed and I should receive an email. Nothing ever came. Now the site is down for "maintenance" it keeps saying. Been like this for over a day. I got kicked off mid game. ☹️ Like wtf?!!

Dear Bxaxm22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to access the casino website and it still seems to be in maintenance.

The maintenance process may vary from casino to casino and the reason for it may play a huge role in how long it takes. Sometimes it takes a few minutes or hours, sometimes even a few days if some problems occur during the process and casinos usually cannot speed it up.

In this case, I would recommend you wait for at least one week. I will keep this complaint open and if there is no development, we will intervene. Please, keep us updated and let us know if there is anything new in the meantime. Thank you very much for understanding.

Looking forward to hearing from you.

Best regards,

Kristína

Yes, this was before the site went down for maintenance.

Never mind. The site is up and running. I will reach out to them or keep waiting.

Thank you for your reply, Bxaxm22. Could you please clarify when exactly you requested this withdrawal?

it was around the 24th. But I don’t wish to go any further at the moment. An agent is getting in contact with me 🙂

Ok, Bxaxm22. I will leave this complaint open, in case you need our help. Please, let us know if there is anything new, so we can proceed with this complaint accordingly.

Thank you. I’ll let you know .

Hello, turns out that the help I thought I was getting is just them giving me the runaround. I’ve filled out numerous applications, sent in all the right documents and did everything they said/wanted me too. They’ve cancelled my request twice now and my new withdrawal request is now $7000 due to the fact that I kept $1000 on the gaming acct. I have all the proof ( screenshots) of these emails, conversations. Promised Friday (dec10) that I was getting paid out but then cancelled the next. Im so over dealing with them. I don’t know what else to do 🙁

Still messaging back and forth. NOW they have all my requested documents. Literally have to jump through hoops with them. Waiting on a email back. So frustrating .

Thanks for the update, Bxaxm22. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Emailed you !

I’m not dissatisfied with the lengthy maintenance. I’m dissatisfied with the prolonged wait to get paid out. 2 weeks went by already, all information has been sent. Now I gotta wait another week for them just to decline my request. What gives?! It’s excuse after excuse. I’m extremely friendly with them. Patient with them at most.

I was really looking forward to this money for Christmas 🙁

Thank you very much Bxaxm22 for your reply. I will now transfer your complaint to my colleague Branislav 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 Bxaxm22,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed and when can she expect the payment?

Thank you in advance for providing the information.

No need! My withdrawal has been officially resolved.

Hello,

We hope this message finds you well!

Kindly note that your previous withdrawal request was declined because we were missing some documents required for the withdrawal. As per our Banking Page, if we require additional verification, we may ask for the following:

• Credit/Debit Card Vouchers of all cards used in the past six (6) months;

We have since received and approved the vouchers, and we are happy to inform you that your latest withdrawal request has been approved. Please allow up to 15 business days for the funds to be reflected in your account.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Winnerama Casino

Thank you, Bxaxm22, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Winnerama Casino, for providing the information and for your cooperation.

Best regards,

Branislav, Casino.guru