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I had two withdrawals of €300 and all of a sudden they closed my account according to their rules, it seems perfect to me that they can unilaterally close the accounts but first liquidate the user's withdrawals.

Tenía dos retiros de 300€ y de buenas a primeras me cierran la cuenta por sus normas, me parece perfecto que puedan cerrar las cuentas unilateralmente pero antes liquiden los retiros de los usuarios.

Hello Drf1403,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winnerama Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account is verified from over a year ago.

There are two withdrawals, one of €300 from real money, which is what really matters to me. The other is €300 from 3 daily deposit bonuses but played scrupulously with their rules.

The last time I talked to them was yesterday.

La cuenta está verificada de hace más de un año.

Son dos retiros uno de 300€ Procedente de dinero real, que es el que realmente me importa. El otro son 300€ procede de 3 bonos diarios por ingreso pero jugados escrupulosamente con sus normas.

La ultima vez que hablé con ellos fue ayer

Did they specify the reason of blocking your account? Did they request any new verification documents from you?

The only reason they have given me is that they can unilaterally close an account without reason, it seems incredible to me but good. But they accept income two days before and do not take care of pending withdrawals.

La única razón que me han dado es que pueden cerrar una cuenta unilateralmente y sin motivos, me parece increíble pero bueno. Pero aceptan ingresos dos dias antes y no se hacen cargo de los retiros pendientes.

Thank you Drf1403 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Drf1403,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winnerama Casino to join the conversation and participate in the resolution of this complaint.

Dear Winnerama Casino,

Can you please clarify the reason for the player's account having been closed?

Kind regards,

Adam

More than the reason for closing the account, what I would like is for them to pay the first of the €300 withdrawals that came from a deposit

Más que el motivo del cierre de la cuenta lo que me gustaría es que pagasen el primero de los retiros de 300€ que provenía de un ingreso

They still don't respond to my complaints

siguen sin responder a mis quejas

Dear Drf1403,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Winnerama 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

They continue without giving an answer through any channel, the ways of these people are incredible.

Siguen sin dar respuesta por ningún canal es increíble las formas de esta gente.

Dear Drf1403,

I have tried to contact the casino repeatedly but have had no success. As the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach.

I am sorry I could not have been of more help on this occasion.

Best regards,

Adam