Gamegram Casino - La cuenta del jugador ha sido cerrada sin explicación.

# TURN OF EVENTS

I am from Sweden. I deposited 60$ in eth at Gamegram without any bonuses.

I have exclusively played slots on their webbsite. I won around 1k. At which point i requested a 400$ cashout.

They asked me to provide image of ID, and selfie with this ID and a written note that said Gamegram

I provided this info, it got accepted and they processed my withdrawl.

I kept playing with the remaining funds, and i started winning more I ran it up to around 4k at which point i requested another withdrawl of 700$.

This time they said that my case had been flagged for an "Additional routine check". They said they did not need anything from me and that i could keep playing and that would not effect the process.

Later on i got informed that my account had gone into "Manual mode" and that all further contact about this matter would be held via email instead of the support chat on the website.

Then i get a reply from the email that i sent with my ID and selfie for verification. In this reply they said they needed info, proof of address.

I provide that and wait, but dont get a reply. I keep playing and i have some ups and downs but i manage to get some big wins. I am bouncing up and down between 12-15k at this point. With the 700$ withdrawl request still pending.

All of a sudden i get logged out. When i try to log back in it gives an error. I have gotten no email or info about why. I ask the support chat and they said my account has been temporarily restricted and they can't tell me why.

Then i get another email where they want additional info. They want proof of crypto wallet ownership. He also say that for security reasons, they can't tell my why I cant access my account anymore.

I provided those documents and they have not replied.

# MY OPINION

I have gambeled a lot online and i never filed a complaint before. But i will do everything in my power to pursue this for two reasons.

1) This money means too much for me. It would be life changing for me and my family.

2) I am too confident that i have done nothing wrong whatsoever and that they have no legitimate base for doing this. Partly because i did not use any bonus, i read their ToS multiple times. But also because they already processed one payment AFTER they completed the initial KYC. So if they had any reason whatsoever to not pay me, surely they would have told me then.

It is very clear what is going on. The issue is that i won too much. They were ok with paying me smaller amounts, but as soon as i won too much they close my account. I wanted to give them the benifit of the doubt but when they revoke access to my account without even being able to give me a reason, that says it all. They can't give me a reason because there isn't any. And they are probably currently investing a lot of time to try to find one.

I will not let this go. I understand that it is a lot of money for them. If the amount is the issue, i am willing to compromise with them and just recieve a partial payout. Not because i think that would be fair, but just because getting something is better then getting nothing. Even a partial amount would be life changing for me.

I have read the other cases by you and i see that you have helped many others with disputes about this casino. That gives me hope and it made me so happy to see. I deeply hope that you can help me aswel. You have no idea how much it would mean for me.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamegram Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was the 60 dollar deposit your first deposit in this online casino, or have you made other deposits before?
• Could you please explain when exactly the casino requested a selfie from you?
• Could you please explain which proof of the payment method you have provided to the casino?
• Could you please share your communication with the casino, where the casino justifies the closure of your account and requests further information? Send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you for your reply.

1) Yes i have only made one deposit to this casino. That was 60$ in eth with no bonus.

2) They requested my id on sunday, 2 days ago.

3) I shared the crypto transaction statement that revolut gives out, and a revolut account document.

4) Ok i will send you all the correspondance.

NOTE:

By the way, it seems like i put disputed amount 1400 when its actually around 14 000. I hope this won't ruin my credibility. So i have a pending withdrawl for 700$, and at the time when i lost access to my account i was up to around 12-15k. I dont remember exactly how much

I would also like to write a very bad review of them where i explain my situation. But would it be bad etiquette of me to do that before they had a chance to do the right thing? Should i wait with doing that?

Hey again. I will email you the new updated conversation. They kept requesting one document at a time, and waiting days between each document. Never letting me know if the document was accepted or approved, and refusing to answer me when i ask about the reason for the account closure.

Now it has been more then 48 hours since i provided the latest documents (proof of income) And they are not answering me when i am asking about the progress. 48 hours is the timeline they themselves put repeatedly. But now they have exceeded that. To me it seems that they have no intention of paying me.

I will email you new full email conversation.

Now its been 72 hours since i submitted the documents

Yesterday i got this.

"

Hello Samuel,

Thank you for your message.

We confirm that all your documents have been received and are now undergoing a detailed review by our Security Team. Due to the complexity of the verification process and the volume of information being analyzed, the review is taking longer than usual.

Please rest assured that your case is being handled with priority. However, for security and compliance reasons, we are unable to provide a specific completion time at this stage. You will be contacted via email as soon as there is an update or if any additional information is required.

We appreciate your continued patience and cooperation.

If you have any questions, feel free to reach out. Thank you for your cooperation.

Best regards,

Gamegram Security Team

"

This is 8 days after the verification process began and 7 days after they revoked my access to my account. So what have they been doing all this time if they did not verify the documents yet? It took 8 days just to receive the documents? Also they have still not replied to why my account is closed. I feel like they should have to give a reason for closing my account for this long time.

In this email they say that it will take a long time and that there is no ETA. So they are clearly going to drag this out as long as they can. This stresses me out to the point where i feel sick to my stomach. Please help me speed up this process.

I don't think I am being unreasonable. I have been around the block, i know that this stuff takes long time sometimes. But this is a whole different level. It takes them a week to recieve documents and start analyzing them? I have a feeling they are gonna keep this up for months.

And the audacity so say that i can contact them if I have questions, when they have not answered any of my questions for the last week.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 samuelsward835,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I empathize with your frustration regarding the somewhat slow verification process, it is important to note that the KYC and AML procedures are not only permitted but often mandated for casinos. Unfortunately, this process can occasionally take longer than expected; I will reach out to the casino to gain further insight into this issue and explore how I might assist you.

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

Dear Gamegram Casino,

Could you kindly provide us with an update concerning the player's verification? We recognize that you may request different documents from the player during the verification process; however, I'm curious as to why multiple documents were requested sequentially instead of all at once. This approach would have facilitated a quicker resolution.

If there are any circumstances affecting the situation that cannot be disclosed publicly, please send them, along with any supporting evidence, directly to me at michal.k@casino.guru.

Thank you very much Michal. If the amount is an issue for them i am Willing to negotiate recieiving a partial payout. In that case i would also drop any complaint or negative review about the delay since all i want is to get my money or a chunk of my money

I can not express How important this is for me.

Dear samuelsward835,

I understand your feelings. I am currently in communication with the Gamegram team through email. Just to confirm, does anyone among your family or friends hold an account at Gamegram Casino? If so, have you possibly played the same or similar games, taken advantage of the same bonuses, or accessed the casino from the same location, perhaps during a visit? What devices have you utilised for gaming in the casino? Do you use a VPN on your devices?

Hello. I dont know if Anyone in my family or friends have an account at gamegram. But i am pretty sure they don’t.

As i said i did not use any bonuses. I deposited without any bonus. I have logged into gamegram on my laptop and my phone. As for the location, i have ligger in at home, at my mums place, and outside in the city. I have nordvpn on my laptop but as far as i knowni never activated that when i played. I have no reason to do that since i could access the casino without vpn and i know that its against their toa.

I know for a fact that i dont have another account on gamegram because i checked my emails before i registrerad.

I am curious to hear what they have to say? I really can not think of a single reason for them to do this. I have not used any bonuses

Dear samuelsward835,

Thank you for your replies. The casino team provided me with certain information and evidence that indeed raises questions, however, at this stage, I don't think it provides sufficient reasons for taking such a serious action as withholding the winnings. While you mentioned you did not use a VPN when accessing or playing in the casino, the information from the casino suggests something else. I have requested additional information and evidence from the casino that, once reviewed, should provide me with a better understanding of the situation.

In the meantime, please confirm which locations you mostly use when you do use the VPN app. I would appreciate it if you could forward me the IPs you usually use from "your locations" without a VPN enabled, as well as when the VPN is enabled in your devices, via email at michal.k@casino.guru.

You can use free online services like https://whatismyipaddress.com/ or https://nordvpn.com/ip-lookup/

Hello. I will get you the requested info when i am home. On askgambler they wrote this about my account:

"Breach of terms – The player violated our One Account Policy (Section 2) and Promotions/Bonus Abuse rules (Section 5). The account has been permanently closed."

It sounds like they have already made up their minds. My world is falling apart and i cant stop crying. I have been playing on credit because i had no reason to beleive that i would not receive my winnings from here.

they have not mentioned anything about this to me.Can they make such a decision without letting me know? And what is this other account? What name is it in? What ips did it use? When was it created? I demand answers. They have to show evidence of this and please make sure that it is legit. I don’t trust them for a second. Also How can i abuse bonus when i never used a bonus? This makes no sense to me.

And what bonus did i use, and what proof do they have of that? And if vpn was an issue, why did they not mention that in askgambler?

Why did they allow my first withdrawl? That was after an ID check so at that point they would have known if i had multiple accounts like they claim.

Dear samuelsward835,

I recognize that you have numerous inquiries, and I am currently working to clarify the situation with the Gamegram team. I, too, am waiting for their response regarding the questions I posed to them.

In the meantime, I kindly ask that you concentrate on addressing my question and share any evidence you may have, as I believe this will be beneficial.

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.

This casino has completely ruined my life. They have not replied to a single of my emails. I want to know exactly what i have done wrong and what proof they have. They are fully aware that both truls and samuel are part of my full name since i showed them my passport. I have never made another account so i have ano idea How they would be able to back up such a claim. I am never going to let this go until i have answers and see proof that i actually have multiple accounts or abused their bonus. Because to my knowledge this is absolutely not true.

If they ignore you, i would appreciate guidance about How to take this further.

Since they have not given me any explanation at all I suspect that they don’t have legal basis for this or that they have fabricated evidence.

I have nothing to lose now and i will pursue this until at the very least they convince me that that I am in the wrong.

Like just tell me what email was used for this other mysterious account that they mentioned to askgamblers. Then i will know if that is mine and i can finally get some peace of mind.

I just want to be able to sleep again

At this point all i want is an explanation. I am not kidding, i really want them to convince me that i made another account. I want to put this behind me. I feel like that is the absolute least i can Ask for after they destroyed my life

Dear samuelsward835,

I apologize for the slight delay in my response. I have obtained some further information from the casino team. However, I am still awaiting the details from you that I requested a few weeks back. I have sent you another email outlining how to provide that information. I trust it is clear and easy to follow. I will be looking forward to your response along with the requested evidence, as I think this could be useful in clarifying the situation.

I have replied to your email

Thank you for your emails with the information and evidence, Gamegram Casino Team.

Dear samuelsward835,

Your case has turned out to be far more intricate than it initially appeared. As I have informed you previously and as I have addressed in my latest email to you, I’m afraid we've come to a point where we are not able to move on with your case.

I can agree with you that the overall handling of the situation by the casino team could be much more transparent and user-friendly; however, it is quite an industry standard that casinos do not share detailed information about how they detected the rule violations with the players or publicly, as there is a reasonable concern that these can be misused in the future.

Although the information and evidence I have received from the casino team regarding your case might not fully reflect the entire situation, as the casino team was not able to provide me certain specific additional evidence I have asked for that might have entirely proved their point, the information and evidence I did receive indicated certain things that cannot be considered as just a mere coincidence. Unfortunately, these findings align with behaviours typically associated with Know Your Customer (KYC) and Anti-Money Laundering (AML) triggers, such as the possible creation or use of multiple accounts by a single player.

While we at Casino Guru expect that any action as serious as confiscating a player’s winnings should be supported with sufficient evidence, because of all the reasons I have mentioned in my email to you, we are not in a position to mark the casino team’s action as unfair. Unfortunately, there is no evidence from your side with which we can argue against the casino team in this case.

Regrettably, we reached a point where we cannot provide any further assistance, and leaving your complaint open any longer would most likely not yield any change in the situation, as the casino team is confident that they have acted in accordance with their terms and conditions, and their decision regarding your case is final.

This does not mean we dismiss your complaint as unjustified. However, we also cannot declare the casino’s actions to be unfair under the circumstances.

You certainly can reach out to the casino regulating body which in this case is the Anjouan Gaming Authority and submit a complaint to them through the validator at the bottom of the casino website (validator link) or to the appropriate authorities in your jurisdiction if you still believe you are justified in your stance; however, our ability to provide any help with your matter here has reached its limit.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru