The player from Germany faced issues claiming a promised bonus of 300 EUR + 300 Free Spins for his birthday, despite multiple attempts to contact support without receiving a response. Additionally, his usual deposit method, Visa Debit, had disappeared, leaving him with only crypto options. The issue was resolved after the player marked the complaint as resolved, indicating that the casino had addressed his concerns. We appreciated the player's cooperation throughout the process.
Gama Casino - Player's bonus request is delayed and account access is restricted.
Resolved
Our verdict
Case closed
Amount: €300
Gama Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
My birthday was July 13, 2025, and according to the casino's terms and conditions, I am entitled to 300 EUR + 300 FS on my birthday with VIP Level 5.
I've contacted support 10 times since Sunday (today is Tuesday), either via the support chat on the casino website or by email, to claim my bonus, but I'm repeatedly told that my bonus request has been forwarded and that someone will get back to me. Of course, I haven't received a response to date.
Not to mention that my deposit method, which I have been using for years (Visa Debit), has completely disappeared and the casino only allows deposits in crypto, which seems very strange to me.
I ask for clarification because I have been paying in several times a day for months and now I am just being ignored
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gama Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you contacted casino support and asked for assistance with the birthday bonus?
- Has the casino outright refused to give you such a bonus?
- Could you please share with me your communication with live chat or your VIP manager regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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Thank you for your patience, and stay safe.
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7 months ago
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Have you contacted casino support and asked for assistance with the birthday bonus?
I've contacted support several times a day since Sunday. I've now contacted support about 15 times. I've done so by email, via WhatsApp, and also directly on the website via the support chat.
Has the casino flatly refused to give you such a bonus?
I get the same answer to every request I make, and this has been the case for 3 days:
My request has been forwarded to my personal manager, and I am to wait for a response.
Could you please share your communication with live chat or your VIP manager regarding this issue? Send emails or chat transcripts to my email address: , or post screenshots here.
Unfortunately, I can no longer view the chat histories, not to mention that I always received the same answer.
I find it more than strange that as a Level 5 VIP (highest level) I now have to wait 3 days to receive my birthday bonus.
Last year I received this on my birthday.
And this after all the deposits I have made over the months, multiple times a day.
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7 months ago
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I just contacted support again via the Gama Casino website and received the same response as I have in the past few days. See screenshot.
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7 months ago
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I found another email from the day before yesterday (July 14, 2025) in my inbox. One of the replies I received to my inquiry. Of course, the answer was the same as always.
I contacted the site's support again this morning and, of course, received the same response as the days before. My request was forwarded to my personal manager.
Who would have expected anything different... the support on this site and at this casino is simply indescribable....
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7 months ago
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It is now Thursday, July 17, 2025. I contacted support on the Gama website again today.
As always, received the same answer.
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7 months ago
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I have now contacted support again on the homepage in the support chat with this text:
My name is ******, Level 5 VIP customer, and I am again urgently contacting you regarding my outstanding birthday bonus.
My birthday was on Sunday, July 13, 2025. According to the terms and conditions of your VIP program, as a Level 5 player, I am entitled to a birthday bonus of €300 and 300 free spins. As of today—Thursday, July 17, 2025—I have not received this bonus.
I've contacted your support team several times a day since Sunday – via live chat and email. Each time, I was simply told that my request had been forwarded and that I would receive a response shortly. I haven't received any response yet.
Due to the lack of response, I have now filed a complaint with Casino Guru, which is currently being reviewed. However, I hereby grant you one last opportunity to resolve this matter internally.
I have been a loyal player at Gama Casino for years, making regular, sometimes daily, deposits. Due to the current situation, I have completely stopped depositing and will not make any further transactions until the issue is resolved to my satisfaction. If this is not resolved promptly, I will permanently close my account and switch providers.
The answer was as always: "I see a request has already been made. You'll have to wait. We'll contact you as soon as possible. Please wait, okay?"
Edited by a Casino Guru admin
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7 months ago
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And because it was so nice, I just contacted support again.
July 17, 2025 - 4:56 p.m.
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear trendmensch,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
