Gamegram Casino - La cuenta del jugador se cerró después de la solicitud de retiro.

I made a deposit of 1100 TRX and I managed to win 2214 TRX, only cryptocurrency was used for replenishment, but immediately after the withdrawal I was asked to verify my identity, which I did, after 12 hours my account was closed, access to the support service was blocked and the money disappeared from the account, these are real scammers, help me get my money back

Hello herbonlinesir,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gamegram Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Did they specify the exact reason of rejecting your verification? Did you receive a refund of your deposit or did they mention anything regarding the remaining balance on your account?

Looking forward to your answer.

Regards,

Nick

I registered on the 27th, for the whole time I made 1 deposit and 1 withdrawal, which was rejected, they hide the exact reason for blocking, I did not receive anything, I lost 1100 TRX deposit and 2214 TRX withdrawal

Will anybody answer me?

Мне кто-нибудь ответит?

Thank you herbonlinesir for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello herbonlinesir,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Gamegram Casino to join the conversation.

Dear Gamegram Casino,

Can you please clarify why the player's withdrawal request was not processed and their account closed? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Hello herbonlinesir,

To proceed with your request, we need to identify the source of funds used for your deposit. Our records indicate that you made a crypto purchase from a non-custodial exchange on July 25th in the amount of 2445 TRX. However, the bank statement you provided does not reflect sufficient funds to cover this purchase.

To continue our investigation, we need to understand why this transaction is not shown on your bank statement. Please provide clarification or additional documentation to help us resolve this issue.

Dear herbonlinesir,

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.

Dear herbonlinesir,

We kindly remind you that we are still awaiting the necessary documents from you for the casino. We would appreciate it if you could submit these as soon as possible. Please be advised that if the requested documents are not provided, we will have to adhere to the casino's position, which may result in your complaint being deemed unjustified due to non-compliance with the KYC and AML requirements.

GramGame casino talks nonsense, the deposit was 1100 TRX and not 2445, 2445 was my total winnings, which was blocked, I used the Trust Wallet custodial wallet, although the casino claims otherwise. There is another error on the July 25 account, I played on July 27, they lied about everything, how can a bank statement of a fiat account confirm a payment that was used to top up the cryptocurrency? Are you nuts?

hash: https://tronscan.org/#/transaction/c674e1c24b7f99af0aec043e148a5e0f3a82fe498a4cecefc3df837665879170

I found a payment of 2445 trx, but it was made before registering in game gram, and it was a normal withdrawal from the stake 😁 (26th)

Dear herbonlinesir,

Thank you for your continued patience and for providing additional details regarding your situation.

Clarification of Transaction History: It seems there might have been a misunderstanding regarding our previous request. We mentioned that on July 25th, two days prior to your deposit at Gamegram, you transferred 2445 TRX to your wallet from a "crypto exchange." To verify the source of these funds, we requested a bank statement. However, upon reviewing the statement, we did not find any transaction that could correspond to a crypto purchase on July 25th.

Thank you for clarifying that the funds on July 25th came from Stake.com. However, please note that casino winnings cannot be treated as a source of funds.

Next Steps:

Source of Income Verification: To continue with our verification process, please provide detailed information and documentation regarding your source of income. This could include:

Pay slips or employment verification.

Bank statements showing regular income deposits.

Tax returns, if available.

Any other documentation that demonstrates the transactions and operations you have done in your crypto wallet.

All documents should be submitted in PDF format to ensure they are secure and easy to verify.

Dear herbonlinesir,

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.

this is some kind of nonsense, I don’t work anywhere and I’m a student, I confirmed that the money was won in a casino, I can’t confirm the income BECAUSE I DON’T WORK AND HAVE NEVER WORKED

Dear herbonlinesir,  

I acknowledge your position; however, the casino team has the right to ask any player to verify the origin of their funds. Regardless of whether you receive a consistent income from employment, it is necessary to demonstrate the source of the funds you have deposited. Kindly submit evidence of winnings from other casinos or alternative proof of income to the casino team. Without this documentation, I regret to inform you that we will be unable to proceed with your complaint.

Dear herbonlinesir,

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.