The player from Italy has requested withdrawal but was not prompted to complete KYC verification. We rejected the complaint because the player didn't respond to our messages and questions.
Winorama Casino - Player’s inquiring about withdrawal process.
Amount: €420
Winorama Casino
Safety Index:LowSafety Index
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4.8
Winorama Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 years ago
Public
Michela
Unregistered user
Public
5 years ago
Translation
I have requested the withdrawal on credit card, I would like to know when it takes time to arrive.
also I did not receive any email to send the documents.
by inserting the credit card as payment method, is the withdrawal request made on it?
Automatic translation:
Public
Head of Complaint Resolution Center
Public
5 years ago
Dear Michela,
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 I am afraid you will have to go through this process if you want to get your winnings. 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. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
Public
Head of Complaint Resolution Center
Public
5 years ago
Dear Michela,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Head of Complaint Resolution Center
Public
5 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
