Gamegram Casino - Nalog igrača je trajno zatvoren.

Joined Gamegram on 15/12/2024.

Made a deposit of $144 and took advantage of the sign up bonus that they offered which was 50 free spins when reaching 50xp then an additional 100 free spins when I reached 150xp.

I used my 50 free spins which was not an issue but then when going to use the 100 free spins, somehow they were unable to offer me them but instead gave me a free $2 with a max win of $5. I did not profit off either bonus spins.

I then proceeded to gamble as I normally would between slots and roulette and accumulated enough that I was able to withdraw my original stake (I withdrew $150) and left $100 to play with. I then won some more and tried to withdraw another $200 dollars. This set as pending for over 24 hours with no notice from them until I contacted live support who then said I must verify with KYC. I done what they asked, I uploaded my I.D, photo of myself and a piece of paper with "gamegram 2024" on it.

So as I waited on this approval I gambled some more and ended up with another $390 in my account. I then went to bed, woke up the next morning and tried to log in only to find out that I have been permanently banned (no email or any other information given).

I then opened a live chat who then told me that I would receive an email as to my ban. No email was ever received. I then contacted them again and sent a few emails. They finally responded and and told me that I had violated their terms but refused to state which terms I have violated. I asked again, only to be told the same thing. I then tried to ask AGAIN and now they are refusing to acknowledge me.

I have never used their website before. I do use a VPN but this is not in their terms that I cannot use a VPN.

Dear Ehpablo,

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. 

• Were the 100 and 50 free spins the only bonuses you activated and played in the casino?
• Could you please explain whether there was an active balance on your account when you activated the 50 free spins?
• What was the status of the wagering of your previous bonus when you activated the 50 spins to your knowledge?
• Could you please forward the emails you received from the casino justifying its actions against you?
• My email is tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

PLEASE KEEP THIS MESSAGE PRIVATE

Dear Tomas,

We were anticipating this specific complaint from the player, which is why our team sought advice from CasinoGuru's Michael V via Skype beforehand (he can confirm this discussion). Below, we provide our detailed perspective regarding the matter.

Key Points of the Case:

Player’s Claims:

The player alleges that their account was banned without clear justification after they accumulated winnings and completed the KYC process.

They acknowledge using a VPN but argue that the casino’s terms did not explicitly prohibit VPN usage.

Our Findings:

After completing the KYC process, it was verified that the player is from the UK.

The player used a VPN to mask their location by connecting through Uruguay, allowing them to access providers (Pragmatic Live and Evolution Live) that are restricted for players in the UK.

This behavior is in direct violation of the casino’s terms and conditions regarding geolocation restrictions.

Clarification on VPN Usage:

The casino does not prohibit the use of VPNs when used appropriately, such as for privacy purposes.

However, using a VPN to mask one's residence or to circumvent geo-restrictions is a clear breach of the terms and conditions. The relevant section of our terms states:

Any attempt to circumvent the restrictions on play by any persons located in a Restricted Jurisdiction, is a breach of these Terms.

An attempt at circumvention includes, but is not limited to, manipulating the information used by Gamegram to identify your location and providing us with false or misleading information regarding your location or place of residence.

The attempt to manipulate your real location using specific software, proxy, or similar services or through the provision of incorrect or misleading information about your place of residence, with the intent to circumvent geo-blocking or jurisdiction restrictions, constitutes a breach of these Terms.

By using a VPN to bypass these restrictions, the player deliberately violated this policy.

Compliance with Terms:

The player’s actions to access restricted providers invalidated their gameplay and winnings.

Their behavior demonstrates an intentional attempt to circumvent the system, which is why the account was banned, and the funds were voided.

Our Position:

The player was banned for breaching the casino’s terms by using a VPN to bypass geolocation restrictions and access restricted games.

The use of VPNs is permissible when used correctly, but using it to manipulate or hide one’s location is explicitly prohibited under the terms provided above.

The winnings and subsequent claims are invalid due to this breach.

Thank you Tomas for reaching out and finally getting the casino to provide me a reason.

I was under the impression "We do not permit Accounts to be opened by users resident in certain jurisdictions, including Afghanistan, Australia, Curacao, France, Iran, Iraq, Netherlands, North Korea, Syria, United States of America, or other restricted jurisdictions" and the fact you do not prohibit the use of VPNs, I made the mistake of assuming that because I am not from one of the restricted jurisdictions (UK) that I was able to make use of the VPN to still play the games available.

I will accept that it was my misunderstanding of these terms.

I would have appreciated better cooperation from the casino themselves describing this as the reason via email instead of bluntly saying I have violated the terms without telling me which term I had violated despite my numerous requests.

I will amend my review accordingly and again, thank you Tomas and your team for your work, I really do appreciate it.

Thanks both parties for the discussion of the issue.

Due to the breach of the casino's rules, this complaint will now be rejected.

Dear Ehpablo,

Using a VPN to circumvent similar blocks in online casinos will cause you similar issues. I would advise you to abandon such practice altogether.

Please do not hesitate to contact us if you run into issues with any online casino in the future.