I made a withdrawal on winorama ... after I had previously won more than 700 euros and it didn't let me withdraw ... now it has made me withdraw but without putting any data of my bank account

Ho fatto un prelievo su winorama ... dopo che precedentemente avevo vinto piu di 700 euro e non mi faceva prelevare... adesso mi ha fatto prelevare ma senza mettere nessun dato del mio conto bancario

Dear Mike,

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 submitted any bank details when requesting your first withdrawal? Were your depositing and withdrawing methods identical? Furthermore, could you please confirm that you have received your winnings already? Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela 

I deposited the first time with my mastercard unicredite debit card the money I would like it in the same card linked to my bank account ... at the time of withdrawal they did not ask me anything if I wanted them or not I only arrived an e-mail that was approved but suspended for checks ... in my account so far no bank transfer has arrived and 6 days have passed, I still wait until Friday after which I will go to the postal police and through my uncle who is an interpol officer

Io ho depositato la prima volta con la mia carta mastercard carta di debito di unicredite i soldi li vorrei nella stessa carta collegata al mio conto bancario... al momento del prelievo non mi hanno chiesto nulla se li volevo li o no  mi e arrivato solo un e mail che era approvata ma sospesa per verifiche ... nel mio conto fino ad ora non e arrivato nessun bonifico e sono passati 6 giorni , io aspetto ancora fino a venerdi dopo di che mi rechero alla polizia postale e tramite mio zio che e un ufficiale dell interpol

Dear Mike,

If your payment is "approved but suspended for checks" that means, that you need to complete KYC verification process. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Thank you in advance for keeping me updated about any outcome.

They sent me an email that says textual words ... they would like a document released within 6 months that identifies my state of residence .... the identity card issued it to me in 2018 in the tax code that they released me recently there is written my residence in the balance there is not written my residence and the bank does not release me the average stock i oiu that send him the balance that corresponds to my account I can not do anything else and all my documents

Mi hanno inviato un email che dice testuali parole ... vorrebbero un documento rilasciato entro 6 mesi che identifica il mio stato di residenza .... la carta d identita me l hanno rilasciato nel 2018 nel codice fiscale che mi hanno rilasxiato da poco non c e scritto la mia residenza nel saldo non ce scritta la mia residenza e la banca non mi rilascia la giacenza media io oiu che inviargli il saldo che corrisponde al mio conto non posso fare altro e tutti i miei documenti

Dear Mike,

I would suggest contacting the casino and ask them if it would be possible to prove your residency address with a bill statement. I’m not familiar with regular documents in Italy, but have you tried this possibility (Electricity or Phone bill, Tax payment etc.)? Thank you in advance for your reply. 

I had my average stock sent, i.e. the annual statement of 2019 dating back to 31 12 2019, as requested by them within 6 months this is a very valid 4-month account statement unfortunately I have no bills registered more than a full account statement of 4 months ago I can not do indeed that it is an illegal thing bon could not even send it but I do a tear to the rule

Mi sono fatto inviare la mia giacenza media cioe l estratto conto annuale del 2019 risalente al 31 12 2019 , come da loro richiesti entro 6 mesi  questo e un estratto conto risalente a 4 mesi validissimo purtroppo non ho bollette intestate piu che un estratto conto completo di 4 mesi fa non posso fare anzi che e una cosa illegale bon potrei neanche mandarlo ma faccio uno strappo alla regola

Was the last document accepted by the casino?

They are waiting but they must necessarily verify it and a complete bank statement

Sono in attesa ma per forza lo devono accertare  e un estratto conto completo

Please allow the casino some time to check the last document and keep me updated. Thank you.

I sent all the documents on Tuesday after which they replied that they had problems and if for me a bank transfer was fine but I would have had to give them the swift code and I accepted the bank transfer and I sent the bank statement with the swift code circled since I had already sent and you could clearly see the swift code and the iban next to my residence .... now since then I have not received a reply or a bank transfer

Ho mandato tutta la documentazione martedi dopodiche hanno risposto che avevano avuto problemi e se per me andasse bene un bonifico pero gli avrei dovuto dare ik codice swift e ho accettato il bonifico e ho rimandato l estratto conto con il codice swift cerchiato visto che glil avevo gia mandato e si vedeva chiaramente il codice swift e l iban affianco alla mia residenza .... adesso da allora non ho ne avuto risposta ne il bonifico

Thank you very much Mike for providing all the necessary information. I will now transfer your complaint to my colleague Kristína 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.  

I would like to ask the Winorama Casino to comment on this case. We would like to know, what should Mike do in order to fully verify his account.

Dear Michael,

Thanks for contacting us!

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

I confirm that we received your Iban on 24/04/2020. The Payments Office will send you the winnings by 29/04/2020 tomorrow.

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!

Cordially,

Amelia

Winorama.com Customer Service

Gentile Michael,

Grazie per averci contattato!

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

Le confermo, che in data 24/04/2020, abbiamo ricevuto il Suo Iban.L'Ufficio Pagamenti provvedera' di inviarle la vincita entro domani 29/04/2020.

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

Le auguriamo una splendida giornata e sopra tutto Buona Fortuna!

Cordialmente,

Amelia

Servizio Clienti di Winorama.com

Hello Mike,

Could you please confirm, that you received your withdrawal?

If you don't reply within the next 7 days, we will consider your case to be resolved (you successfully received your winnings) and close the complaint.

I received the withdrawal after 3 weeks but received thank you very much for your help

Ho ricevuto il prelievo dopo 3 settimane ma ricevuto grazie mille per il vostro aiuto

Dear Mike,

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.

I hope you won’t come across a problem like this again.

Best regards,

Kristina