Winorama Casino - 플레이어의 탈퇴가 지연되었습니다.

Hi on January 10th I was winning the sum of 2000 euros on the winorama platform, I received a confirmation email telling me that the transfer was successful. 2022 but the account was extinguished on January 20 they would have redone the fateful bank transfer according to them on February 15 at the bank does not appear and I do not know what to do I have won them because I do not have to have them, I state that the other times with grator but I do not never had any problems, xo their insistence is bothering me they sent me the number of the bank transfer but it does not appear in the bank and they say it was successful mah 😡😡😡😡😡😡😡

Salve giorno 10 gennaio vincevo sulla piattaforma winorama la somma di 2000 euro mi è arrivata email di conferma dicendomi che il bonifico e andato a buon fine peccato che il conto dove loro dicono di aver fatto il bonifico e chiuso continuano a chiedermi estratto conto dal 1 febbraio 2022 ma il conto è stato estinto il 20 gennaio loro il fatidico bonifico l avrebbero rifatto a detta loro il 15 febbraio in banca non risulta e non so cosa fare io li ho vinti xche non devo averli ,premetto che le altre volte con gratorama non ho mai avuto problemi ,xo la loro insistenzs mi sta scocciando mi hanno mandato il num del bonifico ma in banca non risulta e loro dicono che è andato a buon fine mah 😡😡😡😡😡😡😡

Dear Dada1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal requests? Are they all marked as processed in your account?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Or alternatively, post it here.

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

Best regards,

Kristina

Hi I happened to make other winnings with gratorama and I never had problems instead this one with winorama and January 10 that I can't withdraw they keep saying that the transfer was successful I explained 1000 times that the account where they sent the bank transfer and closed on January 20th they sent me an email on February 23rd where it said that the money had been placed in my current account, on Friday 25th another email told me that the bank transfer had been made closed I sent the statement of the account closed until January 31, 2022 they keep telling me that they want the statement from February 1 but if the account is closed how can I make a statement that does not exist? The bank told me that nothing has arrived so where did this money go? I asked snchd to have the two banks contacted or to send me the transaction so that I could move but nothing the only thing they sent me the number of the bank transfer but there is nowhere you can help me I can not understand if they understand the Italian because they keep asking me for the statement of a non-existent account thank you

Salve mi e capitato di fare altre vincite con gratorama e non ho mai avuto problemi invece questa con winorama e del 10 gennaio che non riesco a prelevare loro continuano a dire che il bonifico e andato a buon fine io ho spiegato 1000 volte che il conto dove hanno mandato il bonifico e chiuso dal 20 gennaio loro mi hanno mandato un email il 23 febbraio fove c'era scritto che I soldi erano stati messi sul mio conto attuale, il venerdì 25 un altra email mi diceva che era stato fatto il bonifico sul conto chiuso ho mandato estratto conto del conto chiuso fino al 31 gennaio 2022 loro continuano a dirmi che vogliono estratto conto dal 1 febbraio ma se il conto è chiuso come faccio a fare un estratto conto inesistente ?? La banca mi ha detto che non è arrivato nulla quindi sti soldi dove sono finiti ?? Ho chiesto snchd di far contattare le due banche o di mandarmi la transazione in modo da potermi muovere ma nulla l unica cosa mi hanno mandato il num del bonifico che però non c'è da nessuna parte potete aiutarmi io non riesco a capire se capiscono l italiano perché continuano a chiedermi l estratto conto di un conto inesistente grazie

Thank you for your reply, Dada1976. Could you please clarify why you requested a withdrawal to the bank account that has been closed or you planned to close?

Would you be so kind as to forward me the official statement from the bank that your account has been closed, for example, termination of the contract letter/email?

I'll be able to get my money 💰 and above all where did it go mah 😔😔😔😔

Riuscirò ad avere i miei soldi 💰 e soprattutto dove sono finiti mah 😔😔😔😔

Do I understand correctly that the casino has sent the transaction to your Unicredit bank account (ending number 4363)?

Also, haven't you received any notification from the bank that your account will be closed? Could you please clarify where should I see that the account has been closed? Please, mark it on the statement and forward it to me.

Yes, everything is correct if you look at the bank statement on January 20th it says account termination decided by the bank the account was closed on January 20th it no longer exists I tried to make him understand it but there is no way ... the money is never arrived on this account 😔😔

Si tutto corretto se guardate l estratto conto sul 20 gennaio c'è scritto estinzione conto decisa dalla banca il conto è stato chiuso giorno 20 gennaio non esiste più ho cercato di farglielo capire ma non c'è verso ...i soldi non sono mai arrivati su questo conto 😔😔

Thank you very much Dada1976 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thanks I hope so too, thank you very much for the availability. See you soon I hope to give you good news

Grazie lo spero anche io ,grazie davvero x la disponibilità. A presto spero per darti buone notizie

Hi Dada1976,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Winorama Casino to the conversation to participate in the resolution of this complaint.

I have sent 1000 emails ms to them the only thing they tell me is that the transfer was successful, I have been to the bank several times and the answer has always been the same the account is closed so there is no longer an account so this money where I am I have asked several times to send me the complete transaction with name surname and where it was done but they the only thing they send me the number of the bank transfer and with that I can do very little I hope you will be able to solve this thing because otherwise if they they are required there is no other explanation ... thank you very much

Io ho mandato 1000 email ms loro l unica cosa che mi dicono e che il bonifico e andato a buon fine ,io sono stata in banca più volte e la risposta è stata sempre la stessa il conto è chiuso quindi non esiste più conto quindi sti soldi dove sono ho chiesto più volte di mandarmi la transazione completa con nome cognome e dov'è stato fatto ma loro l unica cosa che mi mandano il num del bonifico e con quello io posso fare ben poco spero riusciate a risolvere questa cosa xche altrimenti se li sono tenuti loro non ce altra spiegazione ...grazie infinite

Peter I sent her an email can check thanks

Peter le ho inviato un email può controllare grazie

Dear Donatella,

Greetings from Winorama support. 

First of all, we would like to bring our sincerest apologies for the inconvenience caused and so big delay in handling your withdrawal request.

This is to confirm that we have received your complaint and it has been passed on to appropriate team who will handle it. Our colleagues will investigate the matter and will get back to you ASAP.

Thank you for your continued patience and understanding.

Regards,

Edvins 

​Winorama Customer Service Team

I was contacted by winorama it seems there was a problem with the banks they told me that in a few days I will receive the bank transfer anyway I will update you thanks a lot for everything

Sono stata contattata da winorama sembra ci sia stato un problema con le banche mi hanno detto che a giorni riceverò il bonifico comunque vi aggiornerò grazie mille x tutto

Dear Donatella,

I have just received the follow up email from our colleagues and they have confirmed that the funds are on the way to you.

Again, please accept our sincerest apologies for all the issues encountered and we wish you all the best in the future.

Regards,

Edvins 

​Winorama Customer Service Team

Case solved win paid thanks for the support

Caso risolto vincita pagata grazie per il supporto

Hi all,

Thank you for your replies.

Dear Dada1976,

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter