Gamegram Casino - Igrački nalog je zatvoren bez razloga.

I received an email for a 20% up to $1000 bonus, with 20% cashback if I lose. So I deposited $5000, they gave me $1000, so I had $6000 total. I was betting $4/spin on slots and won over $700. Then I started to bet low at 10 cents per spin. I received an email saying the security team had noticed unusual play patterns. They said I was low-risk betting. They said my account was not restricted , but it was a warning: I had to bet more of a "recreational style"

So I did! I changed my betting style and it included many bets like 40 cents, 80 cents, $1.20, $2. and $4 bets. I managed to complete my wagering with $6700 still in tact! Then I was not able to withdraw, and I received an email from them for a KYC check. I sent in all the correct documents, and they sent me an email back saying my account is permanently blocked. This was less than 2 hours ago, and I have not received any reply from them, after I obviously sent them many emails asking what is going on and what is happening to my money. Usually I would wait for the casino to reply before proceeding to open up a case here, but I have just read other complaints on this site regarding this casino, in which the casino just stops replying period after sending the "your account is blocked" email. I am obviously freaking out as well, this is absolutely unfair, and a big amount of money. I have all the emails between us ready to be sent to you. Thankyou so much.

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Dear player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account? If not, has the casino indicated that there might be a problem with approving specific documents?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

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,

Attila

Hi Atilla.

I'm not sure if I passed verification, because a few days after I sent in the documents, I received the email saying my account is permanently blocked, and I have received no further communication from them since.

I am sending the emails now.

Thankyou very much and I am eagerly awaiting your reply.

I also want to add. Their currency is in USD, I use CAD (Canadian dollars) so my 10 cent spins equal 7 cent spins USD.

After they told me to stop "low-risk betting" I did exactly that. I would like you to see my betting history if they allow you to view it. When I first started to play my highest bet was $4, then I switched to 10 cents hoping to complete my wagering. Then I received the warning email, and I was obviously scared. I then did exactly what they instructed!! My bets were all over the place. I did many many bets @$2 and $4. I was almost down at one point but I managed to hit a few jackpots (both over 100x) at my highest bet level!($4) I got lucky ! And they STILL blocked me. It doesn't make sense and is completely unfair! I feel like they have stolen my money! Im sick to my stomach, trying to remain calm. They are contradicting themselves saying my account had no restrictions on it, as long as I didn't continue this low-risk betting, and I did not! I did exactly what they instructed .

I have sent the emails. Thankyou, awaiting your reply.

When i tried to forward the bunch of emails it blocked me for some reason. so I just posted the screenshots of all our communication. Thankyou

I might also add, they said " We always recommend using bonuses in their intended, recreational format and playing in a way that is truly comfortable and enjoyable for you"

So who is it that's determines if the way I'm playing is not comfortable and enjoyable for me? Sure I understand if I were to complete the wagering using the smallest bets I can (Which I was originally doing) but then when I received the warning email, I did all sorts of bets. All over the place. In a way that was comfortable and enjoyable for me! And then they proceed to do this still. I am sick to my stomach! And my bonus was completed, turned into real money. And they are now stealing my money?? Like what?? How are they able to do this??

Dear BennyBlanco604, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings. You can reach me via email at attila.g@casino.guru.

Additionally, could you please confirm what was the highest bet you have placed during the wagering of the bonus?

Thank you in advance for your reply.

Attila.

I have asked the chat at Gamegram casino (without logging in)

I have not even received an automated email response saying they will get back to me, (Which most online casinos do) so Im not even sure if they are going to send me this information.

I believe my highest bet was $4 CAD.

Should I give them a few days to see if they respond and then get back to you?

Thank you very much.

Dear BennyBlanco604,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello BennyBlanco604, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Gamegram Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked and winnings voided? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

hi Matej. What is the procedure now? They have not even replied? thankyou

Dear BennyBlanco604,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej