hi, I played on WINORAMA.com

at SLOT PYRAMID SPIN and I won 250.00.

I calmly made the first deposit. I also sent the documents to the following address [email protected], but I never received any replies.

Today I tried to make my win and I get this message:

We are sorry, but you cannot cash out your winnings until all wagering requirements have been met. Please refer to the Withdrawal Policy for more information or to contact us.

I tried to send technical support emails but they didn't reply.

Can you tell me how can I do ????

salve, ho giocato sul sito WINORAMA.com

alla SLOT PYRAMID SPIN e ho vinto 250,00.

Ho effettuato tranquillamente il primo deposito. Ho inviato anche i documenti al seguente indirizzo [email protected], ma non ho mai ricevuto risposte.

Oggi ho provato ad effettuare la mia vincita e mi compare questo messaggio:

Siamo spiacenti, ma non è possibile incassare le vincite prima di aver soddisfatto tutti i requisiti di scommessa. Si prega di fare riferimento alla politica di Prelievo per maggiori informazioni o per contatto.

Ho provato a inviare mail di supporto tecnico ma non mi hanno risposto.

Mi dite come posso fare ????

Dear Fabio,

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 accumulated your winnings of €250 from a No Deposit bonus? Afterwards, you’ve deposited funds in to your account and tried to withdraw everything? Do I understand it correctly? Did you activate any bonus when depositing your funds? I understand that it might seem like a lot of questions, 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

Hi, thank you in advance for availability on my case.

So I signed up to this site, and they gave me 7 euros.

So I played a Pyramid slot starting to win, up to the sum of 250.00 euros.

I also made a deposit of 10.00 euros through my credit card.

Salve, la ringrazio in anticipo per la disponibilità sul mio caso.

Allora ho effettuato l iscrizione a questo sito, e mi hanno regalato 7 euro.

Cosi ho giocato ad una slot Pyramid iniziando a vincere, fino ad arrivare alla somma di 250,00 euro.

Ho anche effettuato un deposito di 10,00 euro tramite la mia carta di credito.

Dear Fabio,

Thank you very much for your quick reply. I have checked bonus terms and conditions, and this is what I found:

- The €/￡/$7 Free bonus must be wagered 40 times before you can cash out.

- After claiming €/￡/$7 free you are required to take the 100%-match First Deposit Bonus on your first deposit. I.e. by taking the €/￡/$7 Free, you implicitly commit to taking the 100%-match First Deposit Bonus on your first deposit.

- Winnings received through the use of the free bonus or free spins, with no deposit made beforehand, shall not exceed €/￡/$200 (2000 kr).

- Any winnings which shall be made with the free bonus or free spins which exceeds the €/￡/$200 (2000 kr) maximum, shall not be recorded as winnings and shall be considered as nil.

- The player shall be able to withdraw only the maximum winnings of €/￡/$200 (2000 kr) subject to the terms specified in the Bonus Policy.

Firstly, you need to complete wagering requirements on €/￡/$7 free bonus (€7 x 40 = €280). In other words, you need to place total bets of €280. 

Secondly, you need to activate 100%-match First Deposit Bonus on your first deposit. If you didn’t activate it when depositing, you won’t be able to withdraw your winnings. Could you please advise if you have activated First Deposit Bonus on the €10 deposit with your credit card? Thank you.

That is, in short, before I can withdraw my 250.00 I should advance them.

€ 7 of the bonus received, I should place 40 bets for a total of € 240.

A scam that was not explained at the start of registration.

Cioè in breve, prima di poter prelevare i miei 250,00 dovrei anticiparli.

7€ del bonus ricevuto, dovrei piazzare 40 scommesse per un totale di 240 euro.

Una truffa che ad inizio registrazione NON è STATO SPIEGATO.

Dear Fabio,

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

A last question:

Currently the balance is 350 euros.

If I consume 280 euros (the famous 7 x 40 wagering requirements) can I withdraw the remaining part right?

Un ultima domanda:

Attualmente il saldo è di 350 euro.

Se consumo 280 euro ( i famosi 7 x 40 requisiti di scommessa ) posso ritirare la restante parte giusto?

I’m afraid Fabio you won’t be able to withdraw any of your winnings unless you follow all the rules specified in the terms and conditions.

I didn't understand one thing. Having a balance of 350 euros can I complete the required requirements ????

Io non ho capito una cosa. Avendo un saldo di 350 euro posso completare i requisiti richiesti ????

Dear Fabio,

Should you claim and/or play with the bonus of €/￡/$7 free bonus, the First Deposit Bonus becomes mandatory. Also, all the bonuses are valid for 7 days.

Which means if your bonus is still valid, you can complete wagering requirements, but you’ll have to take first deposit bonus afterwards and complete another wagering requirements.

Additionally, any winnings which shall be made with the free bonus or free spins which exceeds the €/￡/$200 (2000 kr) maximum, shall not be recorded as winnings and shall be considered as nil.

Dear Fabio,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any 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.