The site continues to claim that I have not met the minimum wagering requirements, I think it is an excuse for me not to redeem the money into the account. Also, I wrote to the assistance, without receiving a reply, nothing.

Il sito continua a sostenere che io non abbia soddisfati i requisiti minimo di scommessa, penso che sia una scusa perché io non riscatti i soldi sul conto. Inoltre, ho scritto all’assistenza, senza ricevere risposta, niente.

Dear Christopher,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I would like to point out, that most bonuses come with the wagering requirements, which has to be finished before you can withdraw your winnings. Some casinos require to wager the real money deposit as well. This is one of the standard AML (anti money laundering) rules. Not all casinos require this, but it isn't anything unfair.

Did you play with any bonuses? If yes, please specify which offer you activated, I would like to check the Bous T&Cs. Also, how exactly did you find out, that you haven’t finished the wagering requirements? Is it stated somewhere in your account?

Looking forward to hearing from you.

Best regards,

Kristina

Hi, I have always bet with real money and I have had the site since about December last year, also for this reason it seems strange to me that it did not meet the requirements.

I have never used bonuses and I became aware of the impossibility of redeeming the money on the account because, when I tried it, Winorama pointed out that I did not meet the requirements they requested.

Salve, io ho sempre scommesso con soldi reali e il sito ce l’ho da circa dicembre dell’anno scorso, anche per questo motivo mi sembra strano che non abbia soddisfatto i requisiti.

Non ho mai utilizzato dei bonus e sono venuto a conoscenza dell’impossibilità di riscattare il denaro sul conto perché, nel momento in cui ci ho provato, Winorama ha sottolineato proprio il fatto che io non abbia soddisfatto i requisiti da loro richiesti.

Christopher, thank you for your reply. Did the Winorama specified the wagering requirements (how much money you have to wager in order to withdraw)?

Hi, honestly, he did it only the first time I entered the site, that is when I signed up. After that, I was no longer told what the minimum requirements were. They no longer made themselves heard, when I asked, by email, what the minimum requirements were. Instead, the chats with Winorama's assistance never worked because the site always asked me to wait for an assistant to be free to answer me, which never did. I have always waited, but the chats with support never started and I never received a reply about it by email.

Salve, sinceramente, lo fece solo la prima volta che entrai nel sito, ovvero quando feci l’iscrizione. Dopodiché, non mi vennero più detti quali fossero i requisiti minimi richiesti. Non si sono più fatti sentire, nel momento in cui chiesi, per email, quali fossero i requisiti minimi. Invece, le chat con l’assistenza di Winorama non sono mai funzionate perché il sito mi ha sempre chiesto di attendere che un assistente fosse libero per rispondermi, cosa che non è mai avvenuta. Ho sempre atteso, ma le chat con l’assistenza non sono mai partite e non ho mai ricevuto una risposta a riguardo per email.

Thank you very much Christopher for your cooperation so far. I will now transfer your complaint to my colleague Martin 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 Christopher!

From now on I will try to make my best to help you. I would like to ask Winorama Casino to join this discussion and explain the situation here.

Hi, alright. I await your response, thank you and have a nice day

Salve, va bene. Attendo risposta, grazie e buona giornata

Dear Christopher,

Congratulations on your win!

My name is Amelia and I will be happy to assist you for all your needs.

I inform you that to withdraw your winnings, you need to accumulate a volume of bets equal to the bonus itself multiplied 40 times to be able to withdraw it. In your case, you still have to wager € 2087 to be able to play the active bonus. Then click on Cashier - Withdraw - to then choose the desired payment method (bank transfer, card).

For the first withdrawal it is necessary to provide the payment office with the necessary documentation. Go to the top left menu by clicking on account settings. Then he has to upload the documentation directly from his profile.

Within 2 working days you will be contacted by our Department in case of missing or invisible information.

Once the withdrawal requested by our Copetente Office has been confirmed, it will take up to 7 working days for the sum to be received on your current account.

Please note that we do not charge any additional transaction fees and cannot guarantee the same from your bank.

Do not hesitate to contact us also in live chat, by clicking on the "HELP" button.

We wish you a wonderful day and above all good luck!

Amelia

Winorama Customer Service

Gentile Christopher,

Complimenti per la vincita!

Mi chiamo Amelia e saro’ lieta ad assisterLa per ogni Sua esigenza.

La informo, che per prelevare la vincita, bisogna accumulare un volume di scomesse pari al bonus stesso multiplicato 40 volte per poterlo prelevare. Nel Suo caso deve puntare ancora per 2087 euro per potere giocare il bonus attivo. Successivamente clicchi su Cassiere- Preleva- per scegliere quindi il metodo di pagamento desiderato (bonifico, carta).

Per il primo prelievo e' necessario procurare all'ufficio pagamenti la dovuta documentazione. Vada sul menu in alto a sinistra, cliccando su impostazioni account. Successivamente deve caricare la documentazione direttamente dal proprio profilo.

Entro 2gg lavorativi sara’ contattato dal nostro Dipartimento in caso di mancata o non visibile informazione.

Una volta confermato il prelievo richiesto dal nostro Ufficio Copetente ci voranno fino a 7gg lavorativi per la ricezione della somma sul Suo conto corrente.

Da notare, che noi non addebitiamo alcun costo aggiuntivo per la transazione e non possiamo garantire lo stesso dalla Sua Banca.

Non esiti a contattarci anche in chat dal vivo, cliccando sul tasto "AIUTO.

Le auguriamo una splendida giornata e sopra tutto Buona Fortuna!

Amelia

Servizio Clienti di Winorama

Hello Christopher,

As we can clearly see, it will be necessary for you to complete the wagering requirements in order to make a withdrawal.

Wagering requirements are fully legitimate rule, which you accepted at the moment of claiming your bonus.

The best advice I can give you is to follow the advice of the casino and I believe you can make you withdrawal soon.

Yes sir, now I know what to do. Having said that, I thank you all for your busy time and for your availability

Sì, signore, adesso so cosa devo fare. Detto ciò, vi ringrazio tutti per il tempo occupato e per la vostra disponibilità

Hello Christopher,

It is our pleasure to be here for help. Is there anything else, that I can do for you?

Hello Christopher!

Is your case resolved, did you manage to complete wagering requirements? I am extending the timer for another 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Hello. No, I have not been able to meet the minimum wagering requirements because I still maintain that, when I signed up, the site never stressed that I have to bet that much money. Betting 40 euros again for 2000 euros is crazy, I lose them first. If I had been told in due time, I would never have played on Winorama, but now it doesn't matter anymore. Also, Winorama's assistance speaks of a bonus that only they know about. Thank you and good evening.

Salve. No, non sono stato capace di soddisfare i requisti minimi di scommessa perché io continuo a sostenere che, quando ho fatto l’iscrizione, il sito non mi ha mai sottolineato di dover scommettere così tanti soldi. Scommettere 40 euro ancora per 2000 euro è una follia, faccio prima a perderli. Se mi fosse stato detto in tempo adeguato, non avrei mai giocato su Winorama, ma, oramai, non ha più importante. Inoltre, l’assistenza di Winorama parla di un bonus che solo loro conoscono. Grazie e buona serata.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.