Winorama Casino - Der Spieler hat aufgrund der noch nicht abgeschlossenen KYC-Überprüfung Probleme, seine Gewinne zu erhalten.

I made three deposits and played the 40 € of the bonus, now I have 100 € on the account that I would like to withdraw but I can't because it tells me that I don't respect the withdrawal terms. I state that I have not sent the documents since I have not been asked for them

Ho effettuato tre depositi e giocato i 40€ del bonus, ora ho 100€ sul conto che vorrei prelevare ma non riesco poiché mi dice che non rispetto i termini di prelievo. Premetto che non ho inviato i documenti dato che non mi sono stati chiesti

Dear Danilo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please, could you clarify what the exact problem with delayed withdrawal is? If I understood it correctly, you didn’t start KYC verification process yet. Please understand, without verifying your account, you won’t be entitled for any withdrawals. Did casino give you any other reason for withholding your funds? I hope, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The casino gives me no explanation of what to do. No, I haven't sent the documents and I don't know who to send them to. The error message is as follows:

Il casinò non mi da nessuna spiegazione su cosa fare. No, non ho inviato i documenti e non so a chi inviarli. Il messaggio di errore è il seguente:

Thank you very much Danilo for providing all the necessary information. I will transfer now your complaint to my colleague Peter 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.

Hi Danilo,

I looked at the issue and it seems that you haven't finished the wagering requirement of the bonus. You will only be able to withdraw your winnings when the wagering is finished. You can always ask the casino support how much more you have to wager. Let me know if this was helpful.

I don't know the wagering requirement as there is no page on the casino site that provides information about it. In addition, the support, despite having sent an email, does not respond. I hope you can help me through your contacts. Thanks in advance.
EDIT: I also seem to have understood that although I bet more money there is the problem of identity documents that the casino has not asked me and that I don't know who to send to.

Non conosco il requisito di scommessa dato che sul sito del casinò non esiste una pagina che fornisce informazioni a riguardo. Inoltre il supporto, nonostante abbia inviato una mail, non risponde. Spero che possiate aiutarmi tramite i vostri contatti. Grazie in anticipo.   
EDIT: Inoltre mi sembra di aver capito che nonostante io scommetta altro denaro c’è il problema dei documenti d’identità che il casino non mi ha chiesto e che non so a chi inviare. 

Hi Danilo,

Thanks for the reply. Let's see what the casino's standpoint is. We would like to ask the Winorama Casino to reply to this complaint. 

Dear Danilo,

Congratulations on your win!

My name is Amelia and I will be happy to assist you for all your needs.

I inform you, that you must accumulate a volume of bets equal to the same bonus multiplied 40 times to be able to withdraw it.

In your case, you still have to bet for 1698.20 euros.

Then click on Cashier - Withdraw - to choose the desired payment method (bank transfer, card, neteller)

Once the withdrawal request has been made, you will receive an email from our payment office for the documentation necessary to approve the payment.

Each withdrawal is managed within 48 working hours.

Do not hesitate to contact us in live chat, by clicking on the "HELP" button, to further inform you about the advantageous bonus offers dedicated only for you.

We wish you a wonderful day and above all Good luck!

With regard,

Amelia

Winorama.com Customer Service

Gentile Danilo,

Complimenti per la vincita!

Mi chiamo Amelia e saro’ lieta ad assisterLa per ogni Sua esigenza.

la informo, che bisogna accumulare un volume di scomesse pari al bonus stesso multiplicato 40 volte per poterlo prelevare.

Nel Suo caso deve puntare ancora per 1698,20 euro.

Successivamente clicchi su Cassiere- Preleva- per scegliere quindi il metodo di pagamento desiderato (bonifico, carta, neteller)

Eeffettuata la richiesta di prelievo ricevera' una mail da parte del nostro ufficio pagamenti per la documentazione necessaria per approvare il pagamento.

Ogni prelievo è gestito entro 48 ore lavorativi.

Non esiti a contattarci anche in chat dal vivo, cliccando sul tasto "AIUTO", per informarLa ulteriormente sulle vantaggiose offerte di bonus dedicate soltanto per Lei.

Le auguriamo una splendida giornata e sopra tutto Buona Fortuna!

Cordialmente,

Amelia

Servizio Clienti di Winorama.com

Hi Danilo,

Let me know if your problem was resolved.

Well, if that's the casino's answer, okay. Not being a player I don't know the rules of online casinos.

You who are more experienced than me can tell me if Winorama's answer is correct or not.

Beh, se è questa la risposta del casinò, ok. Non essendo un giocatore non conosco le regole dei casinò online.

Voi che siete più esperti di me potete dirmi se la risposta di Winorama sia esatta o meno.

Hi Danilo,

The casino's reply makes sense. You should always read Bonus T&Cs before you start to play with any bonus because they differ from casino to casino. After you finish the wagering requirements you will be able to withdraw your winnings as mentioned above. Can we consider the case closed?

Yes thanks.

Si, grazie. 

Thank you Danilo. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.