Gamegram Casino - Račun igrača je zaključan i sredstva kasne.

Hi Team,

I was trying to withdraw I was asked for a selfie and my id with words written I complied then I was asked for more and I complied now they locked my account and took away my access. This is very unfair. I wanted to be paid out as I deposited 9 ltc. They won’t even reply. First I was told it’s transferred to manually being done and then randomly got asked for all that which I complied too. Now they won’t reply it’s been 2 hours.

Dear sati725,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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.

I made a couple withdrawals and then had nothing but issues while trying to withdraw. Also this is what they said in regards to it…

They told me and stated it takes 2-5 minutes for withdrawals and then because I won too much took way longer than that and replied 30 minutes late after I played again even though I tried to withdraw in the allotted time it’s supposed to take. They waited to see me play again so I would lose money this is a scam they locked my account twice in two days.

Dear sati725, have you received any results of the investigation mentioned by the casino in the latest screenshot?

Is your casino account still locked?

Nothing received yet. Nothing indicating any evidence of me being refunded all the issues.

So you’re now profiling me for being from Canada? Every other withdrawal has been told to me to be 2-5 minutes. Even the other withdrawals I did do were literally 2-5 minutes, so why the big switch up? Now cultural profiling as well as all these issues, and you expect me to just be okay with it? Every other time the withdrawal was 2-5 minutes, but magically when I win a little extra it takes hours? I’m asking for a refund of the amount it shouldn’t be too hard to do for a casino of your size. Also I was blocked prior to any conversations I can send screenshots which I’ve attached one.

It won’t let me attach it, can I send it to you casino guru?

Dear Dominika,

Why would they stop replying and take hours to even do it when it literally states 2-5 minutes in the chats with them. This is a scam overall and I want that amount refunded due to that. They are trying to profile me for being from Canada.. how is that even fair?

The player's withdrawal was delayed due to the casino conducting a manual check with the game provider. - why would this have to be done when it was never done before? This was because they saw indications of a gambling problem and took advantage of it even though it states 2-5 minutes in other screenshots.

instead of waiting for the game's verification results, the player canceled the withdrawal and continued gambling. - this is not true because they did not mention any game verification results aspect they did that to take advantage of me. Please do talk to them and make them pay it out as that was promised to me in the start of everything. They took advantage of me.

Please ask for evidence of these "manual: checks" as I've never seen that before and they never ONCE mentioned that to me.

Dear sati725, did you cancel the withdrawal and lose the funds?

Ask them to show my previous history of times for all the withdrawals this time they made sure to cause issues and never notified me about any "manual checks". I did play the funds after they ran me around in circles and I just stopped caring because I knew it was a scam.

I was never either notified about this "manual check" so that’s a lie please ask for evidence of this. As that would’ve shed a lot of light on everything. This is very unfair they wouldn’t offer a refund and then not do it unless they did something wrong.

Dear sati725, I want to clarify that as the account holder, you are responsible for all activities in your account. This includes the decision to cancel your withdrawal and continue playing, which ultimately led to the loss of your funds.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.