Grams.bet Casino - Player’s account has been closed and winnings confiscated.

Grams.bet just closed my account and took my money after telling me continuously lying to me about sending it.

They asked me to request new withdrawals and send my screenshots of my wallet address for confirmation.

After receiving everything they requested they told me that they would send my money but now they just blocked my account and stole my money.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue, or other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi,

I have played a few times there prior to this block and confiscation.

Maybe for a few weeks or a month perhaps I can not check the details since my account is blocked and i can no longer log in.

I found out when i was going to ask why they did not send my money as they said they would then i noticed that i could not longer log in or talk to their live support.

I played as usual just slot machines.

I do not remember if i won with my real money or bonus funds.

Most of the conversations was with their live support and i can no longer access it so maybe you can ask them for a chat transcript of the full conversations.

I have sent you a screenshot where they tell me that i can expect my money within 48 hours but i never received anything and they just blocked my account.

They asked me to verify my withdrawal which I also did,

I will forward that email to you but all the conversations were with their live support so please ask them for a full chat transcript where you will see for your self how many times they said they would pay out.

Thank you

Thanks for your reply.

Has the casino informed you of the reason why your account was blocked and your winnings confiscated?

Could you please share a screenshot of the error you receive when you try to log in to your player's account?

Would you be able to share your attempts to contact the casino and resolve the situation? If your previous communication is no longer available, kindly contact the casino again and this time save your interaction with support and forward it to me for review. My email is tomas@casino.guru

Thanks in advance for your cooperation.

No I have not received any explanation the contact was through their live support so there is not many email,

but I will forward the email I have.

Thanks for your reply.

If there is any communication between you and the casino saved when you contacted them and asked for assistance, please forward it to me.

Thanks in advance for your cooperation.

No emails just through their live chat,

Maybe you can request a chat transcript from them?

Thanks for your reply.

If you haven't saved your previous chat with casino support, kindly contact the casino again, and this time save the relevant communication with them.

Forward the exchange regarding your account block to me for review.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Hi,

They have continuously asked me to request new withdrawals blaming their payment provider for the cancellations.

Repeatedly told me that my money was on its way, asked me to wait for 3-5 business days .

Now they have also blocked me from their live chat support so i can no longer access it.

Please ask the casino for a chat transcript/history of our conversations so that you can see for yourself.

I have no longer access to my account/money or their live chat.

I found a old screenshot here which I also showed their live support after they canceled my withdrawal again.

Thanks for your reply.

The screenshot you posted was already included in your complaint submission.

Without the information regarding the discussion of your account closure or confiscation of your balance, we don't have sufficient evidence to proceed to confront the casino.

Kindly share with me relevant evidence only. I apologize for the inconvenience.

Hi

I managed to get some screenshots now from our conversations.

As you can see they repeatedly told me to request new withdrawals and wait 3-5 business days but they never sent it then all of a sudden they said that due to violations they blocked my account and confiscated my money.

I have no clue what they are talking about and they did not give me any answer to what i violated.

Dear magoman,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Ok

Dear magoman,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Grams.bet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Grams.bet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel