Good morning, since last night I'm trying to talk to the support of this casino and without success! I deposited € 130 and got good earnings and now I wanted to withdraw my money but without success either. At the time of registration, I was not asked for any identification or documents, but yesterday, after going around trying to solve the problem, I saw that some documents were needed and I sent them ... that is, I already sent the requested documents and the CAF signed as well ... and so far I haven't been able to speak to anyone or even manage to raise my money !!

I have tried to contact by phone, nothing, by email, nothing, live chat in the casino, there is no one, I have sent 6 emails without counting the documents.

Thanks for helping me with this! I've done everything to try to raise my money and nothing! What do I have to do more?

Bom dia, desde ontem à noite que estou a tentar falar com o suporte deste casino e sem sucesso! Depositei 130€ e consegui bons ganhos e agora queria levantar o meu dinheiro mas sem sucesso também. Aquando do registo n?o me pediram identifica??o nenhuma nem documentos nenhuns, mas ontem, depois de andar às voltas a tentar resolver o problema, vi que eram necessários alguns documentos e procedi ao seu envio... ou seja, já enviei os documentos pedidos e a CAF assinada também... e ate agora ainda n?o consegui falar com ninguém nem consigo ainda levantar o meu dinheiro!!

Já tentei contactar por telefone, nada, por e-mail, também nada, live chat do casino também n?o há ninguém, já enviei uns 6 e-mails sem contar com os documentos.

Agradecia que me ajudassem com isto! Já fiz de tudo para tentar levantar o meu dinheiro e nada! O que tenho de fazer mais?

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please understand that KYC account verification is a very important and essential process, during which 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.

Subsequently, it’s quite usual for a 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Nick

I was able to speak to support and I was told that the reason I am unable to withdraw my money is because of a 100% bonus, which I did not know that if I did not want to, I would have to contact the support asking to withdraw the bonus.

now i have to spend € 1612 more on bets to be able to withdraw my winnings

I understand the policy but I had no way of not accepting the bonus at the first load.

I suggest that you should warn customers that if you don't want the bonus you have to talk to support to cancel it ...

I am unhappy because now I have to spend € 1612 before I can withdraw my winnings, as I already played with the bonus, you cannot cancel it!

Now the money is stranded in the casino until they spend what they want ...

thank you.

Ja consegui falar com o suporte e já me disseram que o motivo por eu n?o conseguir levantar o meu dinheiro é por causa de um bónus de 100%, o qual n?o sabia que se n?o o quisesse teria de contactar o suporte a pedir para me retirarem o bónus.

agora tenho de gastar mais 1612€ em apostas para conseguir levantar os meus ganhos...

percebo a política mas n?o tinha como n?o aceitar o bónus aquando do primeiro carregamento.

sugiro que devem avisar os clientes de que se n?o quiserem o bónus tem de falar com o suporte a cancelar o mesmo...

estou descontente porque agora tenho que gastar 1612€ antes de poder levantar os meus ganhos, como já joguei com o bónus n?o me podem cancelar o mesmo!

Agora fica o dinheiro encalhado no casino até gastar o que eles querem ...

obrigado.

Dear Daniel,

Please could you specify which bonus is active on your account? Can you confirm if you did accept the bonus or it was automatically added to your account by the casino?

Best regards,

Nick

The active bonuses are 2, the € 7 for which no deposit is required, is automatically given when you register and a 100% bonus which is also automatically given when the first deposit is made. In this case, I deposited € 40 and they gave me a € 40 bonus (100%) I got € 87 in total. I didn't choose to have the bonus or not. It was given automatically.

Os bónus activos s?o 2, o de 7€ para o qual n?o é preciso depósito, é dado automaticamente logo quando se faz o registo e um bónus de 100% que é dado também automaticamente quando se faz o primeiro depósito. Neste caso depositei 40€ e deram-me um bónus de 40€ (100%) fiquei com 87€ no total. N?o escolhi ter o bónus ou n?o. Foi dado automaticamente.

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

In principle it is already solved. I already have a withdrawal pending. See if it's approved.

thank you!

Em princípio já está resolvido. Já tenho um levantamento pendente. A ver se é aprovado.

obrigado!

Hello Daniel,

I am very sorry to hear about your problem.

I would like to ask the casino what’s their standpoint in this situation. 

That part is resolved.

now I just had a problem with the survey. It was not possible to transfer me directly to the card. But I already sent my bank details to make a transfer. But now just for the week.

Essa parte está resolvida.

agora só tive mesmo um problema no levantamento. Que n?o deu para me transferirem diretamente para o cart?o. Mas já enviei os meus dados do banco para me fazerem transferência. Mas agora só para a semana.

Dear Daniel,

can you confirm you have received your withdrawal? Can we close this complaint?

I still haven't received anything.

I am waiting for someone to tell me something from the casino. I had to send my bank information to make a bank transfer, because they say they can't transfer to a credit / debit card. I do not know why.

Ainda n?o recebi nada.

estou a aguardar que me digam alguma coisa da parte do casino. Tive que enviar as minhas informa??es bancárias para fazer transferência bancária, porque dizem que n?o conseguem fazer transferência para o cart?o de crédito/débito. N?o sei porque.

Thanks for the update Daniel, then we will wait for casino's reply and leave the complaint open.

Thank you.

I don't know if they say anything today, it's already Monday. I'll wait.

but bank transfer always takes a little longer.

Obrigado.

n?o sei se dizem algo hoje, já é segunda-feira. Vou aguardar.

mas transferência bancária demora sempre mais um pouco.

We would like to ask the Winorama Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

We are glad to hear that, thank you for the update, Daniel. I am going to closed this complaint as successfully resolved then.