Hello qaantumsecure,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Winnerama Casino. Allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification progress? When was the last time you sent a document to them and when/what did they respond?

If you sent them the same screenshots as posted here, it might be possible that they did not accept it because the picture is very blurry and is almost no text visible on it. Try to take a picture with better quality and send them to e-mail. Also it might take more days to finish the verification so be sure to not to spam them until they respond you as it might make the process even slower.

Please forward any additional screenshots and relevant proof to [email protected].

Regards,

Nick

Hi thanks for the reply.

I was eventually verified but now they did not pay me out the winnings of R56.000

They only paid out R1.400 i can believe it.

I played all the wagering that was required before i withdrew but now they tell me its void.

I did not play with a signup bonus i used my free spins which i won on. I won R77.000 but played all the way down to R67.000 to meet my wagering my account the looked like this

Bonus balance: R0.00

Withdrawlable balance: R67.000

I then withdrew R56.000 and kept the R11.000 which i played back. But now they want to come up with some loop hole not to pay well thats just wrong they should have voided the amount when i withdrew so that a person did not get there hopes up and also spent more money on there casino thinking that you won.

I am totally pissed in the way they have operated but i tell you what i will make things very difficult for them.

The first thing i will be doing is laying criminal charges against them with our police as well as the NPA and our gambling g board for operating an illegal casino because they dont have a license i see.

And i will bet reporting every single brand they own 21 dukes etc. I will also lay charges with the authorities in any country they operate and were there offices are based.

They should clearly show the actual amount that can be withdrawn i you're account and not change it when it comes time to payout as you can see in the screenshots R56.000 was approved but then changed to R1.400 that is nonsense and also there terms and co conditions are nonesense.

Do you think there is a way to sort it out without me going into fighting mode

Sorry i see a screenshot is missing here it is The first o e shows the R56k approved but then it changed to the second one

Hello qaantumsecure,

There is definitely no need to go to fight mode yet. I'm sure the casino will be able to explain the situation, and if they confiscated your balance unfairly, they will correct it. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello qaantumsecure,

I have reviewed your case and will do my best to help.

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

Winnerama Casino, can you please provide some insight into the reason for reducing the player's balance?

Hello,

We hope this message finds you well!

Kindly note that your winnings originated in a free bonus. As per our Bonus Rules item 2.1.9. Free Bonus/Spins withdrawal limits, maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum R1400.

Once you complete the wagering requirement for a bonus, the winnings are automatically transferred to your cash balance, in order to represent the fact that they are now available for cashing out and no longer restricted by a playthrough. However, the origin of the winnings determines the maximum amount which you can withdraw. In this case, the balance was made by completing the wagering requirement for a set of free spins which you claimed from one of our mailers. We hope this helps shed some light on the situation.

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

Kind regards,

Winnerama

Thank you for your response Winnerama Casino.

Dear qaantumsecure,

Could I ask was there any mention of these terms in the email you were sent offering the free spins? If you still have it, could you please forward it to my email [email protected]?

Hi i cant seem to find the email with the free spins.

Tell me something i had finished my free spins and had a small balance from that and this is how i won the money. And secondly should i not have been i formed that there were certain terms when i wanted to withdraw why was i only told the information untill the day that it was approved. Even when i was fighting to get verified why was i not informed.I deposited a couple of times after the withdrawal on the fact that o had won so they actually fraudulently made me bet more by not showing my true balance if i had known that i would never had deposited more money into there casino.

This is very unfair and something needs to be done about this . How can you have to reach a certain VIP level to qualify for certain withdrawal amounts

How many people are conned by this .

I have never encountered this on any other casino i have played on. It seems absolutely absurd for this type of term to be legal. When i also spoke to the online support they never mentioned it to me although i did ask when would i be able to withdraw and they told me to check under my bonus when it shows nothing then i can withdraw

The only thing they did mention was that i could withdraw a maximun of R56k which i was happy with

And one last thing when i tried to deposit it tells me they dont accept payments from my location but when my cousin wants to deposit they accept his deposit why.

And also now i see i can no longer log into my account strange

Hello qaantumsecure,

It is quite a common occurrence to limit the winnings from free spins offers in this way, and not something we find unfair in and of itself.

However, it is best practice for the relevant terms to be stated clearly in the promotional material, as well as being in the terms and conditions, to prevent situations like this from occurring.

Also, it is understandable you are upset if you have been misled about the true amount of your balance.

I wonder if you perhaps have any record of this communication with the casino?

Dear Winnerama,

Please comment on the player's responses.

You have now also emailed the player and told them that their account has been permanently closed. Would you be able to offer a reason for this?

Hi I have every last email from them. I am also amazed at how they think the law does not apply to them and that they can just send generic emails with the same responses.

Also the laws of each country are governed by that country and not the casino themselves just an example i thought they were allowed to operate in South Africa but after i did some research i see that it is illegal to operate within our country. And also i see they do not have any licenses whatsoever,

South Africa’s National Gambling Board (NGB) affirmed that the increasingly popular local iGaming industry

remains illegal,

with offenders set to face severe fines.

Due to South Africa’s recent legalization of online sports bets, many local punters are taken in by illegal online

casinos that prey on their ignorance of the law.

The NGB clarified that no other form of online gambling is allowed in South Africa other than online sports betting

The NGB also noted that they will be

pursuing all gambling operators who offer non-sports betting iGaming products to locals.

Hello qaantumsecure,

I have received a response from the casino stating they were going to supply me with some evidence in regards to your case, but I am still waiting for them to send it to me.

I can understand your frustration and indeed if it is illegal for the casino to operate in a specific country, players should be restricted from registering.

I can appreciate your decision to take this case to the authorities. Please confirm if you wish us to discontinue pursuing the case, and then the complaint will be rejected.

Best regards,

Adam

Dear qaantumsecure,

As I have had no response from you and it appears you have decided not to pursue the case with us, this complaint will now be rejected.

It can be re-opened at any time.