Gratorama Casino - El retiro del jugador ha sido cancelado.

Good afternoon,

I made an account at this casino, managed to "wagering" the bonus. I was left with 170 euros of winnings and as I deposited with my boyfriend's card they took my winnings and closed my account even though I explained the situation and even why other casinos allow depositing with a card in someone else's name. It was even a matter of ease and laziness. I ran out of money and they wouldn't even let me make a new account with a registration bonus to try to make things right again, of course, if I was really lucky.

Boa tarde,

Fiz conta neste casino, consegui fazer o "wagering" do bónus. Fiquei com 170 euros de ganhos e como depositei com o cartão do meu namorado retiraram-me os ganhos e fecharam a minha conta mesmo tendo explicado a situação e até porque outros casinos permitem o depósito com um cartão no nome de outra pessoa. Até foi por uma questão de facilidade e preguiça. Fiquei sem o dinheiro e não me deixaram sequer fazer nova conta com o b´ónus de registro para tentar fazer as coisas bem novamente, claro, se tivesse muita sorte.

Dear bibstheonly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.gratorama.com/user-agreement/useragreement.html?lang=en:

„Gratorama reserves the right, in its sole discretion, to void any winnings and confiscate any balance in your account for any of the following circumstances:

• If you have more than one active account at Gratorama.
• If the name on your account does not match the name on the credit card(s) used to make purchases for your account.
• If you participate in a promotion and withdraw before fulfilling the requirements of that promotion."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela 

Thank you very much for your attention. I know that's what the terms are, yet I wanted to make the complaint and leave it as a "notice" for future players. I don't understand why I'm not allowed to do it again since they set the count to 0. At least they gave me the bonus to try my luck again.

Muito obrigada pela atenção. Bem sei que é o que está nos termos, ainda assim, quis fazer a reclamação e deixar como "aviso" para futuros jogadores. Não percebo é porque é que não me permitem fazer de novo sendo que puseram a conta a 0. Davam-me, ao menos, o bónus para tentar a minha sorte novamente.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.