Winorama Casino - Hráč se snaží stáhnout své výhry.

Hi I have been writing for a week, I wanted to make my first withdrawal but it does not allow me to say it refers to the withdrawal policy. Can you help me solve it?

Salve mi sono scritto da una settimana, volevo fare il mio primo prelievo ma non me lo consente dice di fare riferimento alla politica di Prelievo. Potete aiutarmi a risolverlo?

Dear Stefano,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you confirm that you have completed successfully KYC verification in this casino? All the licensed casinos take verification process very seriously and it takes some time completing it. Without verifying your account, you won’t be able to withdraw any winnings. Additionally, please forward me a link of the specific bonus that you have played.

Hopefully, I will be able to help you resolving this case as soon as possible. Thank you very much in advance for your reply. 

Best regards,

Petronela

Dear Stefano,

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.

Dear Stefano,

Please could you forward me a link of the specific bonus that you have redeemed? I would like to check promotional terms and conditions. From what I have checked without knowing the exact bonus that has been activated, this is what I found:

"Should you claim and/or play with the bonus of €/£/$7 free bonus, the First Deposit Bonus becomes mandatory." 

Please could you advise if you have redeemed this bonus in the past https://www.winorama.com/promotions/welcome-bonus.html?

Thank you very much in advance for your reply.

Dear Stefano,

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.

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.