Gratorama Casino - Pelaajan voitot on takavarikoitu. Valitus hylättiin, koska pelaaja ei vastannut meille.

Good day . I played gratorama for the first time 3 days ago. In the evening I loaded something from my partner's account into my player account. No problem, in the terms and conditions I got the comment later that after the win I violated them. However, it only said (I only played on my cell phone) that the account could be blocked due to illegal acts or money laundering. I can only find the right terms and conditions if I use the pc games. They were then sent to me via chat after everything had happened. As I said, I played 1 time because I felt like it, unfortunately my own wages weren't there yet, so I loaded up from my partner because there was no examination or complaint. She is not just anyone but my partner, so they gladly took my deposit but blocked my winnings and my account because of? I get no answer from Accounting no loan information. The support has comforted me all the time until yesterday when they told me in support that I get nothing. Please help me without a legally reasonable reason. I feel really cheated.

Guten Tag . Ich habe vor 3 Tagen das erste mal auf gratorama gespielt . Ich habe abends von meiner Partnerin ihrem Konto etwas auf mein Spieler Konto geladen. Alles kein Problem , in den AGB"s habe ich später , also nach dem Gewinn die Anmerkung bekommen das ich gegen diese verstoßen hätte . In diesen stand aber nur ( ich habe nur übers Handy gespielt ) das wegen illegalen Handlungen oder Geldwäsche das Konto gesperrt werden könnte . Die richtigen AGB‘s finde ich nur wenn ich über den pc Spiele. Die wurden mir dann über den Chat geschickt nachdem schon alles passiert war . Ich habe wie gesagt 1 mal gespielt weil ich Lust drauf hatte , mein eigener Lohn war leider noch nicht da,also hab ich von meiner Partnerin aufgeladen da fand keinerlei Prüfung oder Beanstandung statt. Sie ist nicht irgend wer sondern meine Lebensgefährtin.Also meine Einzahlung haben sie gerne genommen aber meinen Gewinn und mein Konto gesperrt wegen ? Ich bekomme von Accounting keiner Leih Information keine Antwort .Der Support hat mich die ganze Zeit vertröstet bis gestern da sagten sie mir im Support ,das ich nichts bekomme . Bitte helfen sie mir ohne rechtlich sinnvolle Begründung ich fühle mich wirklich betrogen .

Dear Marina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"Gratorama reserves the right, in its sole discretion, to void any winnings and confiscate any balance in your account for any of the following circumstances:

If the name on your account does not match the name on the credit card(s) used to make purchases for your account."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds with joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

But accepting funds is ok? We are both entitled to the card !!! so if that's the case it shouldn't be a problem !! The one she is

my partner and I am allowed to use her card. I think that's really outrageous. And really a scam .. Where's the check on the deposit? And besides, when you play from cell phone you don't see the terms and conditions properly, that's not a mess legally

Aber Gelder entgegen nehmen ist ok ? Wir sind beide berechtigt bei der Karte !!!also wenn das so ist dürfte das ja kein Problem sein !! Den Sie ist

meine Lebensgefährtin und ich bin berechtigt ihre Karte zu benutzen . Ich finde das wirklich äußert unverschämt.Und wirklich einen betrugsmasche.. Wo ist die Überprüfung bei der Einzahlung ? Und außerdem wenn man von Handy spielt sieht man die AGB"s gahr nicht richtig , das ist rechtlich nicht Unordnung

Dear Marina,

Thank you very much for your reply. Do I understand it correctly that you have deposited funds from a joint account? Are you both equal owners of the bank account?

Dear Marina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have understanding but the game should know that I will speak it very badly because I have had bad experience with this thing on my part and will also publish it and of course will give bad reviews wherever possible if they are no exception.

Ich habe Verständnis aber das Spiel unternehmen sollte wissen das ich es sehr schlecht reden werde da ich mit dieser Sache meinerseits schlechte Erfahrung gemacht habe und es auch publizieren werde und natürlich überall wo es geht schlechte Bewertung abgeben werde falls sie keine Ausnahme machen.

Dear Marina,

Once again, do I understand it correctly that you have deposited funds from a joint account? Thank you.

No it was not a joint account, but we are together and we pay with the card where there is still money on it. As it is in a relationship

Nein es war kein gemeinsames Konto, aber wir sind zusammen und es wird mit der Karte gezahlt wo noch Geld drauf ist. Wie es in einer Beziehung nun mal so ist

Dear Marina,

I fully understand that it’s normal for partners to use one card, but, unfortunately, what’s normal and natural in a real life, is considered to be forbidden and prohibited in the world of online casinos.

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.

Could you please advise how much was your deposit? Maybe we could try to get a refund of your deposited funds. Thank you in advance.

Dear Marina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

€ 25

but nobody gives me the time

25€

aber die Zeit gibt mir keiner wieder

Thank you very much Marina for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to invite Gratorama Casino to join this case and help the player to retrieve her deposit.

Ok

Unfortunately the casino hasn’t provided any answer on this case. However, I would like to ask Gratorama Casino again 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’.

Good morning Marina,

Thank you for raising that matter with us!

We are sorry for the delayed answer on our end. Due to recent huge workloads we weren't apply to reply on time but currently we will review the query in details and we will come back to you as soon as possible.

Have a great day ahead!

Regards,

Tony

Gratorama Customer Support

I'm now extending the timer by 7 days so the casino collect proof and inform us about the issue.

Dear Marina,

Would you please give us your username and your registered email address at Gratorama Casino so that we can check your account and your request again?

Thank you for your understanding.

Best regards

Tony

Gratorama customer service

Liebe Marina,

Würden Sie uns bitte Ihren Benutzernamen und Ihrer bei Gratorama Casino registrierten Email mitteilen, damit wir Ihr Konto und Ihr Anliegen erneut überprüfen können?

Vielen Dank für Ihr Verständnis.

Mit freundlichen Grüßen

Tony

Gratorama Kundendienst

Dear Marina,

Could you please provide the requested information to the casino?

We haven't received any answer from the player yet. I will extend the timer by 7 days. If the player fails to provide the required information, the complaint will be rejected.

We are now rejecting this complaint as the player has failed to answer us.