Grams.bet Casino - Player's winnings have been confiscated.

Hello everyone i won jackpot Grand of 167 euro in game - PIGGY TAP [ ONLYPLAY provider] and it at first added at my balance but after 1min or 2 min it just vanished away , i contacted support and they can't answer what happend and cant contact game developer about this glitch.

Dear krinkelsmartins,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide us with the following information?

• Did you take any screenshots or have any documentation or videos related to your win?
• What was the response from the support team when you contacted them?
• Have you experienced any similar issues in the past when playing this game or any other games?
• Have you tried any troubleshooting steps (like refreshing the page or clearing the cache) after the jackpot disappeared?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello there Veronika.

Did you take any screenshots or have any documentation or videos related to your win?

Answer● Yes i took screenshot of my winning ,I will add it here.

What was the response from the support team when you contacted them?

Answer ● They answered that they can't find my winning and that they are still looking but clearly they arent.

Have you experienced any similar issues in the past when playing this game or any other games?

Answer ● Yes i have faced same problem couple Months ago but in that case casino contacted directly game provider which is - ONLYPLAY and they managed to return my money

Have you tried any troubleshooting steps (like refreshing the page or clearing the cache) after the jackpot disappeared?

Answer ● Yes i have had tried all these steps non of them helped.

I have all timeframes when it happend.

Hey after filling this complaint - Grams.bet casino has decided to suspended my account and confiscated my winnings , stating that i have violated their rules and terms of conditions , reasoning me using false location , me explaining that i have phone with 2 sim cards , 1 Latvian sim card and 2nd Finland work sim card , and i used my 2nd sim card [ Finland ] they decided to steal my funds approximetly 3000 Trx ~ 700 Euros for that reason

Thank you for your responses. First of all, please send me all the evidence you have regarding the Jackpot winnings that have not been credited to you. You can send it either here, or to my email address at veronika.f@casino.guru.

Secondly, could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Hello , No i didnt use any vpn or IP masking devices i just have 2 sim cards 1 Latvian and 1 Finland sim card ( for working company ) and my sim card was switched to Finland internet network and then i saw i am banned and my 700 euro confiscated . I will send all evidence of jackpot and both sim cards any time soon

Thank you for the screenshots. Unfortunately, based on the two images you sent me, I am unable to conclude that the winnings were credited to your account or that they belonged to you. We would need more concrete evidence regarding your Jackpot win.

Could you please check whether the Jackpot appears in your gaming history? If it’s not available in your casino profile, I kindly ask you to request your complete gaming history from the day of your Jackpot win from the casino in Excel format. Once you receive it, please forward it to me at veronika.f@casino.guru.

Additionally, I have not yet received any emails regarding the casino’s accusation that two different IP addresses were used to access your account. Please send me the message you received from the casino after your account was suspended, as well as any relevant evidence, such as proof of you using two SIM cards.

Thank you for your cooperation.

Hello i will add all conversation between me and casino and proof that i am using 2 sim cards.

Thank you very much, krinkelsmartins, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear krinkelsmartins,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Grams.bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Grams.bet Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for reaching out regarding the complaint filed by krinkelsmartins. Below is our detailed response, supported by our Terms of Use and AML/KYC Policy:

1. Account Block & Fund Forfeiture

The user’s account was permanently blocked due to violations of Section 3.4 of our Terms:

"You may not use a VPN, proxy, or similar services to mask your real location."

Key Findings:

• Profile Location vs. KYC Documents:
• The user registered with a Finland-located IP (auto-detected by our system).
• During KYC, they submitted Latvian documents, proving a location mismatch.
• Policy Violation:
• This discrepancy triggered our fraud prevention protocols (Section 4.1.4).
• Whether intentional or not, the use of multiple SIM cards/IPs to alter location visibility breaches our Terms.

2. Jackpot & Balance Termination

• Section 6.3 states:

"We may void bets and withhold funds if Terms are breached."

• The alleged jackpot win could not be verified due to:
• No conclusive evidence (e.g., game logs, transaction IDs) provided by the user.
• Account suspension prior to withdrawal requests.

3. User’s Claims (Two SIM Cards)

While the user asserts they used a Finnish work SIM card, our systems detected:

• Inconsistent access patterns (Latvian IPs post-registration).
• Failure to disclose dual residency during KYC (Section 5.2).

Our Position:

Location masking (even via SIM switches) violates Section 3.4.

Funds were forfeited legally under Section 4.1.4 (suspected fraud).

4. Regulatory Compliance

We adhere to EU AML Directives and Comoros gaming laws:

• KYC/AML Policy: Requires accurate location disclosure.
• Enterprise-Wide Risk Assessment: Flags mismatches for review.

We are prepared to:

• Share full audit logs with regulators.
• Provide evidence of IP/location inconsistencies if formally requested.

5. Next Steps

• The decision is final (Section 26).
• The user may escalate to:
• Gaming Commission of Comoros (our licensor).
• Alternative dispute resolution (Section 23).

Regards,

Legal & Compliance Team

Grams.bet

Dear Grams.bet Casino,

Thank you for sharing your perspective and the reasoning behind your decision.

At Casino Guru, our stance in similar cases is as follows: the use of a VPN may be considered fraudulent and can justify the confiscation of funds only when it is clearly used to bypass geo-restrictions or to exploit region-specific bonuses. In this particular case, however, none of the countries involved are restricted by your casino, and to the best of my knowledge, the player did not take advantage of any bonuses.

Moreover, it appears that the player may not have used a VPN or proxy at all, but rather connected via a different SIM card, which inadvertently routed his connection through another country. Additionally, the player provided truthful documents during the KYC process and made no attempts to deceive or conceal any facts - in fact, he openly disclosed the use of a dual SIM setup. This level of transparency further supports the view that there was no intent to manipulate or exploit the casino’s systems. Based on the available information, this seems to have been unintentional and not a deliberate attempt to exploit or circumvent your systems.

In light of this, and in the spirit of fair play and a player-friendly approach, we kindly ask you to reconsider your decision and return the player's confiscated balance.

Thank you for your understanding, and I look forward to your response.

Dear Casino Guru Team,

Thank you for your continued engagement with this complaint. Following another internal compliance audit, we must respectfully uphold our original decision.

As stated in section 3.4 of our Terms of Use, any attempt to disguise or alter a player’s real location by VPN, proxy, dual‑SIM routing or analogous tools is strictly prohibited. Where such manipulation is detected, section 4.1.4 authorises the Company to void the affected wagers, confiscate related funds and permanently close the account.

In this case, the player’s traffic was repeatedly routed through Finland. Several of our game suppliers do not hold Finnish licences; continuing to provide their content would expose both us and our partners to regulatory risk. Section 2.3 of our AML & KYC Policy obliges us to ensure games are available only in jurisdictions covered by the relevant supplier licences.

Therefore, irrespective of intent, the behaviour constitutes location manipulation, and the measures taken—voiding the jackpot spin and closing the account—remain valid under section 6.3 (invalid wagers) of the Terms.

We acknowledge Casino Guru’s concern, but given the above, we are unable to reinstate the confiscated winnings. The player may escalate the matter to the Comoros Gaming Commission or any approved ADR; we will cooperate fully with such bodies.

Kind regards,

Grams.bet Legal & Compliance Team

"In this case, the player’s traffic was repeatedly routed through Finland. Several of our game suppliers do not hold Finnish licences"

I played only 1 game Piggy tap and it sure does hold Finland license .

This Fraud Grams.bet casino is lost their mind.

Keep in mind other players if you think opening account in this Fraudulant casino Grams.bet remember if you only once will travel and think for a second - Imagine traveling for couple days and turn on Wifi for example on Finland hotel in this fraud casino you will get banned and money confiscated , just for couple hours wifi turned on 🫠 .

I would never recommend this casino to nobody.

Dear Grams.bet Casino,

As previously explained, Casino Guru’s position on the use of VPNs or dual-SIM setups centers on whether such configurations grant a player an unfair advantage over the casino or other players. In this case, no fraudulent intent was identified. Both SIM cards used by the player routed connections through countries where registration and gameplay at your casino are permitted.

Moreover, the player claims to have played only a single game, Piggy Tap, which is also available in both of the aforementioned jurisdictions. Based on this, we believe that the player gained no unfair advantage and that the winnings were accumulated through regular gameplay. From our perspective, under these circumstances, the player’s winnings should be honored.

Dear krinkelsmartins,

Unfortunately, as the casino remains firm in its original decision - which appears to be non-negotiable - there are no further steps we can take at this stage. Therefore, I will now proceed to close this complaint as unresolved.

I understand that this outcome is not what you were hoping for. However, please note that unresolved complaints have a direct impact on the casino’s rating, which may eventually influence its approach to dispute resolution. Should the casino choose to revisit this matter in the future, we will reopen the complaint and notify you via email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority (AOFA) and submitting a complaint directly through the license badge displayed in the footer of the casino's website.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo