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Make a series of deposits in January 2021,

03/01/2021 - €25

03/01/2021 - €25

Of which I obtained some bonuses, I wanted to proceed with the withdrawal but I was denied and I had to make a deposit of at least €25 and bet it to be able to proceed with the withdrawal, I made a deposit again and bet it,

01/08/2021 - €25

I was denied again, leaving €147 blocked that came from some bonuses obtained due to a total of €75 total deposit.

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Currently the €147 is still in the account, they tell me that this total comes from free bonuses, and since I did not require any deposit to obtain them, I will only be able to withdraw a total of €100, the rest will be confiscated and blocked and will disappear from the account.

To proceed with this supposed withdrawal of €100, I must make a deposit in the last 5 days and have wagered it.

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[IT IS FALSE THAT THIS MONEY COMES FROM FREE BONUSES WITHOUT ANY DEPOSIT, SINCE THEY WERE GENERATED BY MAKING THE ABOVE COMMENTED DEPOSITS]

[TO GET THESE BONUSES, I DEPOSITED €75, AND NOW TO WITHDRAW THEM, I MUST MAKE A FOURTH DEPOSIT OF €25, AND I WILL ONLY BE ABLE TO CHARGE €100, MAKING IT IMPOSSIBLE TO HAVE OBTAINED ANY KIND OF GAIN THROUGH THE PROMOTION AND INDUCING THE ERROR OF THE CONSUMER]

[WHEN ACCESSING MY GAME DATA, THE PROGRAM'S RESPONSE IS THAT THERE IS NO GAME DATA FOR THIS USER, BEING THE CURRENT LEGISLATION THAT REQUIRES THEM TO PROVIDE THIS TYPE OF DATA TO THE USER, SO IT IS IMPOSSIBLE FOR IT TO PROVE WHERE FROM FUNDS HAVE PROCEEDED]

[I WAS TOLD TO SEND THE INCIDENT TO support@winnerama.com AND IT WOULD BE SOLVED WITHIN 24h TO 48h]

[IT WAS NOT SO AND I WRITE AGAIN AFTER 4 DAYS]

[TODAY I STILL HAVE NOT RECEIVED A RESPONSE, HAVING MADE THE INCIDENCE REPORT ON JULY 22, 2022]

IMAGE 01 - GAME DATA 2020-2022

IMAGE 02 - DEPOSITS AND WITHDRAWALS

[WHEN I ASKED IF MY ACCOUNT IS FULLY ACTIVE AND VERIFIED, WITH THE POSSIBILITY OF MAKE A CASH WITHDRAWAL, I GET NO RESPONSE FROM THE EMPLOYEES OR SIMPLY EVASIVE

(since for the withdrawal it requires a deposit and your bet in the last 5 days, but the confirmation of the withdrawal takes more than 5 days, in case of being rejected I would have to deposit again, and so on in a loop, since I am going to have to proceed to a second attempt)

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Realice una serie de depositos en enero de 2021,

03/01/2021 - 25€

03/01/2021 - 25€

De los cuales obtuve unos bonos, quise proceder a la retirada pero se me denegó y debía de hacer un deposito de mínimo 25€ y apostarlo para poder proceder a la retirada, volví a hacer un deposito y lo aposte,

08/01/2021 - 25 €

Se me volvió a denegar, dejando bloqueados 147€ que provienen de unos bonos obtenidos debido a un total de 75€ de deposito total.

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Actualmente siguen los 147€ en la cuenta, me dicen que ese total proviene de bonos gratuitos, y al no haber requerido ningún deposito para obtenerlos solo podré retirar un total de 100€, el resto será confiscado y bloqueado y desaparecerá de la cuenta.

Para proceder a esa supuesta retirada de 100€ debo hacer un deposito en los últimos 5 días y haberlo apostado.

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[ES FALSO QUE ESE DINERO PROVIENE DE UNOS BONOS GRATUITOS SIN DEPOSITO ALGUNO, YA QUE SE GENERARÓN AL REALIZAR LOS DEPOSITOS ANTERIORMENTE COMENTADOS]

[PARA OBTENER ESOS BONOS DEPOSITE 75€, Y AHORA PARA RETIRARLOS DEBO HACER UN CUARTO DEPOSITO DE 25€, Y SOLO PODRE COBRAR 100€ HACIENDO QUE SEA IMPOSIBLE HABER OBTENIDO NINGÚN TIPO DE GANACIA MEDIANTE LA PROMOCIÓN E INDUCIENDO AL ERROR DEL CONSUMIDOR]

[AL ACCEDER A MIS DATOS DE JUEGO, LA RESPUESTA DEL PROGRAMA ES QUE NO EXISTEN DATOS DE JUEGO DE ESTE USUARIO, SIENDO LA LEGISLACIÓN ACTUAL LA QUE OBLIGA A QUE FACILITEN ESE TIPO DE DATOS AL USUARIO, POR LO QUE ES IMPOSIBLE QUE DEMUESTRE DE DONDE HAN PROCEDIDO LOS FONDOS]

[SE ME DIJO QUE ENVIARA LA INCIDENCIA A support@winnerama.com Y EN UN PLAZO DE 24h A 48h SE SOLUCIONARIA]

[NO FUE ASÍ Y VOLVÍ A ESCRIBIR PASADOS 4 DÍAS]

[A DÍA DE HOY SIGO SIN RECIBIR RESPUESTA HABIENDO HECHO EL REPORTE DE INCIDENCIA EL DÍA 22 DE JULIO DE 2022]

IMAGEN 01 - DATOS DE JUEGO 2020-2022

IMAGEN 02 - DEPOSITOS Y RETIRADAS

[AL PREGUNTAR SI ESTA MI CUANTA TOTALMENTE ACTIVA Y VERIFICADA, CON LA POSIBILIDAD DE HACER UNA RETIRADA DE EFECTIVO, NO OBTENGO NINGUNA RESPUESTA POR PARTE DE LOS EMPLEADOS O SIMPLEMENTE EVASIVAS

(ya que para la retirada requiere un deposito y su apuesta en los últimos 5 días, pero la confirmación de la retirada tarda mas de 5 días, en caso de ser rechazada tendría que volver a depositar, y asi en bucle, ya que voy a tener que proceder a un segundo intento)

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Dear APPZZ,

Thank you very much for submitting your complaint and forwarding relevant screenshots:

I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus history along with any relevant communication to petronela.k@casino.guru? Was your account fully verified already, please? Could you please clarify why you waited more than a year to withdraw your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

1.- I do not have more information since the casino has already blocked my game data, in the period in which it was played, when looking for the data they say that there is no game data, which is totally false.

2.- I think I have all the verifications, but when I ask the employees if this is the case, I only receive evasions that do not answer the question.

3.- Try to make the withdrawal, making a deposit on 01/08/2021, since a minimum deposit of €25 is required and bet it in the last 5 calendar days to proceed with the withdrawal.

What they do is take 5 days, but working days, that is, a longer term, to deny it, seeing me in the obligation to make another deposit and bet it with the uncertainty that they will deny it again.

At the time I understood that it was a scam, but seeing on your website that it gets a 7.7 score, I decided to take it up again.

1.- No tengo mas información ya que el casino ya bloqueado mis datos de juego, en el periodo en el que se jugo, al buscar los datos dicen que no existen datos de juego, cosa que es totalmente falsa.

2.- Yo creo que tengo todas la verificaciones, pero al preguntar si es así a los empleados solo recibo evasivas que no responden a la pregunta.

3.- Intente realizar la retirada, haciendo un deposito el 8/01/2021, ya que hace falta un deposito de mínimo 25€ y apostarlo en los últimos 5 días naturales para proceder a la retirada.

Lo que hacen es tardar 5 días, pero laborales, es decir un plazo mayor, para denegarla, viendome en la obligación de volver a tener que realizar otro deposito y apostarlo con la incertidumbre de que vuelvan a denegar.

En su momento entendi que era una estafa, pero al ver en vuestra web que obtiene un 7,7 de puntuación decidí retomarlo.

Thank you very much, APPZZ, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello APPZZ,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you. I would like to ask the representatives of Winnerama Casino to join the discussion in order to help resolve the issue.

Winnerama Casino,

Could you explain exactly what bonus was used to accumulate current winnings in APPZZ's account? Please advise what steps should APPZZ make in order to withdraw the winnings.

Hello,

We hope this message finds you well!

Kindly note that your winnings originated in a set of free spins, claimed as part of our Welcome Package. As per our Banking Page, You can cash out winnings from free bonus money if you have at least a minimum deposit of 25 made in the last 5 days before placing the payout request. Since your latest deposit was in January 2021, unfortunately your recent withdrawal request has been declined for this reason. In order to be able to withdraw the winnings originated in free spins, you would need to make a new deposit, and place a new withdrawal request.

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

Kind regards,

Winnerama

Thanks to Winnerama for the reply and explanation.

Could you clarify why the deposit APPZZ attempted to make on the 1st of August 2022 was declined? Will any subsequent deposits be accepted?

Hello,

We hope this message finds you well!

The deposit in question was declined by the card issuer. We would suggest contacting them to instruct them to allow the transaction to go through, and making sure the card is enabled for international online transactions.

Kind regards,

Winnerama

Hello all,

thanks for the reply to Winnerama Casino team.

Could you please explain why you consider the winnings to originate from free spins and not from the matching deposit bonus? If multiple bonuses were claimed as part of the welcome bonus package and wagering was attempted, please clarify in which order this happened or offer a clear explanation, so we can ascertain the deduction of the winnings was applied correctly.

APPZZ,

As the deposit failed, the casino cannot consider this part of the rules fulfilled. Let us know if the solution the casino mentioned works for you or if we should look for another way for you to deposit.

We would like to ask the 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’.

Hello all,

Thanks to Winnerama Casino for providing the required proof.

APPZZ,

The casino provided evidence about which bonuses accumulated the winnings, and from this document, only the winnings from the free spins were left after the wagering of the bonuses was complete.

I am afraid your winnings were capped according to the rules regarding the no-deposit free spins. In order to receive your winnings, I encourage you to make a successful deposit. Please let me know how it went. Much appreciated!

Dear APPZZ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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.