Gamegram Casino - La cuenta del jugador ha sido cerrada luego de una disputa por retiro.

1329 XRP as open withdrawal + 110 XRP on the frozen account.

The casino has always accepted all payments, of course, and now doesn't want to pay out my winnings. They point to their terms and conditions and offered me only €400 instead of €3,300. I declined, of course.

Since I declined the offer, my account has been deactivated and I can no longer log in and, of course, I haven't received any response since.

This is CLEARLY FRAUD.

1329 XRP als offene Auszahlung + 110 XRP am eingefrorenen Account.

Casino hat alle Zahlungen natürlich immer angenommen und möchte jetzt meine Gewinne nicht auszahlen und verweisen auf ihre AGB`s und hätten mir statt 3300 euro nur 400 angeboten. habe ich natürlich abgelehnt.

Seitdem ich das Angebot abgelehnt habe wurde mein Account deaktiviert und ich kann mich nicht mehr einloggen und bekomme seither natürlich auch keine Antwort mehr.

Es handelt sich hierbei ganz KLAR um BETRUG.

Dear emepadre,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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 dear Kristina,

First of all, thank you very much for the quick reply.

to your questions:

Can you please share which games you focus on – slots, live casino, sports betting, etc.?

They were exclusively slot games or slot machines.

Did you pass the verification before you lost access to the account?

Yes, after passing the KCY verification, I was denied access. I have all emails and screenshots from the chat with support, and I'm happy to share them with you.

Have you accumulated your winnings with or without an active bonus?

These winnings were WITHOUT an ACTIVE bonus.

I look forward to every single message from you.

best regards and thank you very much for your time.

Hallo liebe Kristina,

gleich vorweg vielen dank für die rasche Antwort.

zu deinen Fragen:

Können Sie bitte mitteilen, auf welche Spiele Sie sich konzentriert haben – Spielautomaten, Live-Casino, Sportwetten usw.?

es waren ausschließlich Slot Spiele bzw. Spielautomaten.

Haben Sie die Überprüfung bestanden, bevor Sie den Zugriff auf das Konto verloren haben?

jawohl, nach bestandener KCY Überprüfung wurde mir der Zugang verwehrt. Sämtlichen Mailverkehr + Screenshots vom Chat mit dem Support habe ich und kann ich gerne übermitteln.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?

Diese Gewinne waren OHNE AKTIVEN Bonus.

ich freue mich über jede einzelne Nachricht von dir.

liebe grüße und danke schon vielmals für deine Zeit.

Thank you very much for your reply, emepadre. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

i have done already before 4 days.

pls check your mails

Thank you very much, emepadre, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, emepadre! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Thank you so much. It's great not to be alone here.

THANK YOU THANK YOU THANK YOU in advance for your help.

vielen lieben dank. es ist toll hier nicht alleine da zu stehen.

DANKE DANKE DANKE schon vorab für eure Hilfe.

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.

Do you need anything else from me?

Benötigt ihr noch etwas von mir ?

No, thank you!

emepadre, could you please confirm from which territory you have registered and played and for which country have you provided verification documents?

Dear emepadre,

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.

Sorry, sorry, I apologize for the delay. I'm from Austria and submitted my documents from there.

I also checked your site before. See screenshot.

Sorry sorry ich bitte um Entschuldigung für die Verspätung. Ich bin aus österreich und habe davon auch meine Dokumente vorgelegt.

davor habe ich auch eure Seite gecheckt. Siehe Screenshot.,



We are awaiting further response from the casino via e-mail.

Thank you very much for all your efforts.

vielen lieben Dank für all eure Bemühungen.

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.

Hello emepadre,

we have received final message from the casino where they state that they agree to refund you the amount of USD 452.

You have indeed registered from the restricted territory and have then claimed to connect to the casino from another restricted territory, however, we believe that it is a responsibility of the casino to enforce their terms and conditions. You had no way of knowing that your territory is restricted other than by checking terms and conditions. Our stance is that casino should ideally implement the IP block or at least add allowed countries to the registration form, so the player cannot choose the restricted one while registering. Usually, we close such cases as unresolved, however, if there is a possibility of a refund we feel that we must let the player know that it exists. If you will accept it, we will close this complaint as resolved.

hey Pavel ... thx so much for your work.

u think this is a fair offer?

this are only my deposit amounts.

but for sure ... I also want to clear it.

Maybe u also think a offer with 800USD are fair.

when not. we will accept.

tell me what u think.

We do not think that this is a fair offer at all. You must be paid all your money, but the casino does not want to do so. It is your decision at the end of the day.

its not fair but probably the best way for me at the moment!?

right?

Unfortunately, I cannot decide for you. If you will not accept a refund, we will close this case as unresolved ant it will decrease the casino's Safety Index drastically which may motivate them to pay out the full amount. However, it may not be so. If you will accept the refund, then the change would not be so drastic and the complaint will be closed as resolved.

Okay, I can understand that, of course. I don't want a recommendation either, but you have more experience with these things.

To what extent does a disagreement affect the value of the rating?

At the moment they have a rating of 8.9.

It's not like I'm dependent on the €400, and it actually only represents 10% of my winnings. So, I can risk it, but I would only do so if it truly protects other people from these scammers in the future.

ok das kann ich natürlich verstehen. ich möchte auch keine Empfehlung aber ihr habt mehr Erfahrung mit solchen Dingen.

In wie weit beeinflusst eine nicht Einigung den Wert des Ratings?

im moment liegen sie beim Rating bei 8,9.

Es ist nicht so das ich auf die 400 Euro angewiesen bin und es entspricht eigentlich nur 10% meines Gewinns. Von daher kann ich diese schon riskieren, würde dies aber nur machen wenn es auch wirklich anderen Menschen zukünftig vor diesen Betrügern schützt.

I cannot tell for sure what Safety Index the casino will have after I close the complaint as unresolved, as they have other opened complaints at the moment. Safety Index can also be changed because of new unfair rules we can find and other factors, and all this is done automatically.

its a problem I think about 3 or 4 more days!?

No, take your time.

any news with the open complaiments?

What do you mean?

I wanted to ask if there is any news about the other complaints about this casino?

ich wollte fragen ob es Neuigkeiten mit den anderen Beschwerden zu diesem Casino gibt?

We have only one ongoing complaint at the moment, regarding the similar issue you have faced. I do not see how it is relevant, however.

Okay, I've thought about it for a long time now, and I'm demanding €1,000 of my winnings. So I'm already giving up 60%. This way, you can put the matter to rest and avoid any bad reputation anywhere.

ok ich habe nun lange darüber nach gedacht und ich fordere 1.000 Euro von meinem Gewinn. Somit verzichte ich ohnehin schon auf 60%. Somit können sie die Sache aus der Welt schaffen und haben keine schlechte Nachrede, nirgendwo.

Gamegram Casino, are you willing to meet the player's demands?

Hello emepadre,

the casino has declined your demand. They are still willing to refund the 452 Euros amount.

ok i will take it.

how we can do?

Gamegram Casino, the player has agreed to a refund of the deposit. Please, let us know how it can be processed and if you would need any data for it.

emepadre, the casino has informed me that they have sent you an e-mail with requirements for a refund. Have you received it?

thx i have got a mail. I will inform you when its finish

emepadre, the casino has informed me that you have received the refund successfully. Can you confirm it?

Dear emepadre,

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.

We are re-setting the timer for our side due to technical reasons.

Dear emepadre and Gamegram Casino,

We have recently introduced a new classification for complaints which is called "Partially solved". It is meant to be used in cases when the casino has showed unfair approach to the issue, and offered a refund of deposits instead of paying the whole disputed amount. If player agrees to such refund, we usually consider this resolved, since the player is satisfied with the result. However, in such cases the satisfaction is not full, since winnings are still confiscated and the casino has behaved unfairly. If the player would not agree to a refund, we would close this complaint as unresolved with the classification of "Against Fair Gambling Codex". Given that the player and the casino had agreed on the refund and all above-mentioned details, we do not see fit to leave the casino without penalty at all.

Therefore, I am deducting the refund amount of €452 and closing this complaint with the "Partially solved" classification.