Gama Casino - Las ganancias del jugador confiscadas después de la verificación.

I have a problem with Gama Casino. I deposited 100 euros (no bonus) and won 4000 euros. Then the harassment started; they requested all sorts of data for verification in a way I have never experienced with any online casino before. Eventually, the account was finally verified, and I wanted to withdraw, but a few hours later, the withdrawal was canceled due to an alleged second account, and the money was confiscated. Please help, as I can provide all chat logs and other evidence since I have always taken screenshots.

Best regards,

Ich habe ein Problem mit dem Gama Casino. Ich habe 100 Euro einbezahlt( kein Bonus) und damit 4000 Euro gewonnen. Dann gingen die Schikanen los,alle möglichen Daten wurden für die Verifizierung gefordert in einem Ausmaß was ich bis jetzt in keinem OC erlebt habe. Letzten Endes wurde das Konto endlich verifiziert und ich wollte endlich ausbezahlen jedoch wurde wenige Stunden später die Auszahlung wegen angeblichen Zweitkonto storniert und das Geld konfisziert. Bitte um Hilfe ,kann auch alle Chatverläufe und sonstiges belegen da ich immer Screenshots gemacht habe.

Lg

Dear tiga8544,

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. 

• Do I understand correctly that you aren't aware of creating multiple accounts at this casino?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• When did you create this account?

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,

Kristina

Hello, thank you very much for your efforts. During my research I discovered that I actually opened another account in this casino in 2023 with a different email address. Is it permissible to deny me the winnings because of this? Depositing was not a problem either.

Lg

Hallo,vielen Dank für ihr Bemühen,im Zuge meiner Recherche habe ich festgestellt dass ich tatsächlich ein anderes Konto in diesem Casino im Jahr 23 mit einer anderen Mail Adresse eröffnet habe. Ist es deswegen zulässig mir den Gewinn zu verwehren? Einzahlen war ja auch kein Problem.

Lg

I also noticed that this casino does not seem to have a valid license from the Curacao Gaming Company, why do you rate the casino so highly?

Ebenso habe ich festgestellt dass dieses Casino anscheinend keine gültige Lizenz von der Curacao Gaming Company besitzt,wieso wird das Casino bei ihnen so hoch bewertet?

Thank you for your reply, tiga8544. I would like to emphasize that opening multiple accounts in a casino is prohibited by the vast majority of online gambling establishments. This casino is not an exception (T&Cs):

4.5 Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

4.5.1 all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

4.5.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

4.5.3 we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for You through the Duplicate Account shall be retained by us.

When I tried to create two accounts using the same credentials, my other account was immediately closed. Could you please clarify how you managed to create the second account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Hello.

After an additional check of the game account our security department has revealed the fact of violation of the rules, namely the presence of a duplicate account, which was blocked due to gaming addiction.

For our part, we decided to block the account and reimburse the player the amount of the deposit, which he made on the account, at the moment this amount was successfully withdrawn to the method specified by the user, after which the created account was blocked due to gaming addiction.

Hello.

After an additional check of the game account our security department has revealed the fact of violation of the rules, namely the presence of a duplicate account, which was blocked due to gaming addiction.

For our part, we decided to block the account and reimburse the player the amount of the deposit, which he made on the account, at the moment this amount was successfully withdrawn to the method specified by the user, after which the created account was blocked due to gaming addiction.

Dear tiga8544,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.