Gama Casino - プレイヤーのアカウントの確認が遅れています。

Hello GuruCasino agents,

To verify my account at Gama Casino, I uploaded the front and back of my Portuguese government ID, a selfie with the ID, and a utility bill for address confirmation. A few days later, I contacted Gama Casino support to check the status of my verification. They requested a photo of my bank card, despite my argument that I only used Ethereum (crypto) for deposits and never a bank card.

Gama Casino insists that providing a bank card is part of their verification process and can be requested at any time by their security team.

I find this unacceptable as I never used a bank card for security reasons. Why should I verify the card I never used at casino!?

Please help me to resolve this issue.

Dear Pasta45MeaL,

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

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

• Could you please advise how long have you been a player of the casino?
• could you please share your deposit history as it appears in your player's account deposit history? 
• 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? 
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@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,

Tomas

I am player for couple of weeks.

I made one deposit of about 200 Euro using ETH( Etherium)

I played only slots

I received match bonus on my deposit

I forwarded you the email from Gama casino

Thanks for your email.

Have you contacted the casino and asked for an explanation, considering you haven't used a bank card for deposits? Is there any particular reason the casino insists on providing proof of a bank card?

Yes I contacted casino via chat. I was told that bank card is a part of verification and it is does not matter if it was used in casino or not.

Hello!

We sincerely apologize for the situation. In your case, you really don't need card verification, you only need to confirm your cryptocurrency wallet via email.

To do this, please send an email with the text "*Your wallet number* - the withdrawal was created correctly" to the verification mail - kyc@gama.casino from your account mail.

As soon as you do this, please contact our chat and inform us that you have sent a letter confirming the payment method. As soon as it is accepted - you will be able to withdraw.

I confirmed my cryptocurrency in chat. Made withdrawal of my winnings and now waiting for the payment. I was paid. Thank you very much for help.

Dear Pasta45MeaL,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Gama Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru