I made a deposit of 10 euros on the winorama website! I played and I won 200 euros! I then sent the withdrawal request! They sent me an email with written that I had to send all my data and the information for my withdrawal and from there that they started to pull me crazy they didn't answer me for 3 days! Then they sent me the same email that I had to send them my data and so on and now I wouldn't know what to do

Ho fatto un versamento sul sito di winorama di 10 euro ! Ho giocato e ho vinto 200 euro ! Successivamente ho mandato la richiesta di prelievo ! Mi hanno inviato una mail con scritto che dovevo inviare tutti i miei dati e lo il per info del mio prelievo e da li che hanno cominciato a tirarmi matto non mi rispondevano per 3 giorni ! Poi mi hanno rimandato la stessa mail che dovevo inviarli i miei dati e via così e ora non saprei che fare 

Dear Viktor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Thank you in advance for your reply. 

Best regards,

Petronela

Hi I made the request more than a week ago maybe even two

Salve ho fatto la richiesta più di una settimana fa forse anche due 

Dear Viktor,

It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. I will set the timer for 7 days and if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding,

Dear Viktor,

Could you please update the status of your complaint? Have you received your winnings? Thank you.

No ! So I requested the payment on the prepaid which is possible! But they want my Iban at all costs! I rightly don't trust the site yet.

No ! Allora io ho richiesto il versamento sulla prepagata che e una cosa possibile ! Ma loro vogliono a tutti costi il mio Iban! Giustamente non mi fido ancora del sito.

Dear Viktor,

Giving out your IBAN is completely safe, and it is done routinely whenever transferring money. People can deposit money there without your approval, but they can never withdraw anything. Unlike credit/debit card details, the IBAN is not a sensitive information. Please let me know if this advice was helpful.

Hi, I have provided all my necessary bank details, but I still do not have an answer

Salve ho fornito tutti i miei dati bancari necessari però non ho ancora una risposta

Thank you very much Viktor for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Dear Viktor,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef