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

I made a deposit and won, I wanted to request the withdrawal, they asked me for my data, I sent them all and they still closed my account and kept all my money.

Dear pichulin1,

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? 
• Did you accumulate your winnings with or without an active bonus?
• Has the casino provided a reason for closing your account?
• Could you please share your communication with the casino regarding the closed account? 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

I never made any withdrawals, it was going to be my first one, my winnings were without any bonus, the casino gave me no reason to close my account after asking for all my data to verify my account for more than 8 days.

Dear pichulin1, please allow me to ask you a few more questions.

Have you received the results of the KYC verification?

Has anyone else in your household or using the same IP address created an account at this casino?

Did you deposit money using a payment method in your name?

I did not receive any results from my kyc verification, no one else in my house had an account at the casino, I deposited money with crypto with an account in my name.

Thank you very much, pichulin1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello pichulin1,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Gamegram Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hi Michal,

Could we set up a separate chat between Gamegram and CasinoGuru? We’ll go over our findings there, and then you can make a decision based on what we discuss.

Dear Gamegram Casino,

Please, reach out to me via my email michal.v@casino.guru, and we can discuss different channels for faster communication.

Dear pichulin1,

You will be informed about all of the new information and developments here in this thread. Your patience is greatly appreciated.

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 Michael, please check your email

This has not only happened to me, I know many people in the community who were testing the casino and had their account closed and they kept their money!

That's not true. I never had multiple accounts, only one

Dear pichulin1,

I was able to review additional evidence that supports the casino's statement. Everything from my previous reply has been confirmed, and there is a clear connection between the two accounts in question.

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.