Gamegram Casino - Igračev nalog je trajno zaključan.

I wagered over $50,000 and withdrawn over $500 at a time multiple times over the past 6 months. I went to withdraw an amount after a win in the exact same way that I usually do. The casino contacted me to complete the KYC process. This is a non-KYC casino. I submitted the documents they requested and the last contact I have had with them was that my account was permanently locked. I have tried to find out how to follow their requirements but they are no longer responding to my emails and when I have asked genuine questions, their support team can't provide me with a reasonable response.

Dear BeardyDan93,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamegram Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at the casino?
• Could you please list which documents you have submitted for verification, and when it was?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

• I initially registered with the casino on 7th March 2025 - I had made several withdrawals from my account between this date and the date they initiated KYC
• I provided my bank statement and Drivers license and a selfie of me holding my ID with the date and the name of the casino on it - 26th April 2025
• I played slots to accumulate the balance
• No there was no bonus wagering requirement or bonus fund used to accumulate the balance.

Many Thanks

Thank you very much, BeardyDan93, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi BeardyDan93,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Gamegram Casino to join this conversation.

Thanks so much. Eagerly awaiting reply.

Dear Gamegram Casino team,

Thank you for your email. While we understand and respect the casino’s right to enforce its Terms and Conditions, we believe that merely listing restricted countries in the T&Cs is not sufficient from a user experience perspective. It is our view that restrictions based on a player's country of residence should be clearly and transparently communicated during the registration process, ideally, by preventing users from restricted jurisdictions from creating an account in the first place. Allowing registration and deposit, only to later block access or withhold winnings based on country restrictions, creates a frustrating and avoidable situation for players, even if such action is technically compliant with the casino’s terms. Given that the player was allowed to register, deposit, and play without any warning—and only faced restrictions after a win - we believe it is appropriate and fair that their winnings be paid in full.

Thank you kindly for looking into this I agree and this is certainly what I was expecting too. Especially as they let me make other withdrawals before this one. Hopefully I get my winnings and then this will be the end of this drama.

Dear Gamegram Casino team,

I've emailed a more detailed explanation of our position. To resolve the complaint, the player must be paid their winnings, after which their account can be blocked. To prevent future issues, we recommend using a country list (of only allowed countries) in the registration form and implementing IP blocks for restricted countries.

Has there been any private communication regarding this matter? As we are now in June, I would extremely appreciate some commmunication from GameGram.

Hi BeardyDan93,

I received an email from the casino that included more arguments to support its claims. However, we still insisted on our position. We are waiting for the casino's final decision and will act accordingly.

Hi BeardyDan93,

I'm discussing the complaint with the casino by email. We still insist that you should get paid your winnings.

Thankyou

what happens now?

Hi BeardyDan93,

To update you on the situation here, the casino keeps sending us "precedents" to prove its point. However, the specifics of your case seem to be overlooked. I will update you as soon as there's news.

Hi just wondering if anything has come up?

Hi BeardyDan93,

We are still discussing. Let me ask you a question. Why did you use a VPN service while playing games in the casino?

I use a VPN all of the time for security, not for gambling purposes, but for my job. I pay for the service with proton and im locked into a sub so it's just the norm for me. Boots on startup and and was required for my last role. If I thought this was problematic at all I wouldnt have put any money, never mind over 50-100k into a website that had seemed completely trustworthy - I don't have the luxury of affording such losses right now, and the volatitlity of crypto means that even small delays can be slightly large armounts (relatively) when waiting on cash out.

I had no isssues providing relevant KYC checks or try to get around anything, I just did as asked. I was provided with regional links by Gamegram when I questioned why I couldnt access certain games so having a VPN as an issue did not once enter my mind, as they would frequently provide regional mirror sites for me regardless.

Its so frustrating as I also requested them to stop contacting me if I was recieving no response or explanataion, and requested removal of my KYC data as everything felt a bit shady and unsafe after I provided a picture of myself with government ID and then got locked out. It's a bit scary as identity fraud can ruin lives, and they way I was blocked off with no further response has had me extremely anxious. I am getting notifications about rakeback, bonuses etc frequently, which I'm starting to block.

Thanks

Dear BeardyDan93,

Here's a little update and summary of the situation. According to the casino's records, you registered and played for two months. You made deposits of 7500 USDT and withdrew 9500 USDT. After two months of play the casino requested KYC and cancelled your winnings. You never had to pick your country in the registration form, and the use of a VPN was allowed. Our position is as follows: We strongly recommend the casino add country selection to the registration form and use IP blocking to prevent similar issues in the future. The player should get paid in full, and his account can be blocked after that. We are waiting for the casino's final decision.

Dear BeardyDan93,

Unfortunately, I haven't managed to convince the casino to pay you your winnings, and we seem to be running in circles. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the safety index caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players even though ruling in this case is uncertain. I am sorry I could not be of more help on this occasion.

Best regards,

Peter