Gamegram Casino - プレイヤーのアカウントは永久に閉鎖されました。

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.