Gamegram Casino - Pelaajan kotiuttaminen viivästyy turvallisuustarkastuksen vuoksi.

I am so angry and nervous right now, please help. I played on gamegram and won big time - over 300k EUR in just 3 days from Pragmatic slots. I did the verification, everything was good, and they approved my first 3 withdrawals, about 240k EUR, no problem. But yesterday, my last withdrawal of 60k EUR they declined and won’t let me withdraw. 

I contacted support and they tell me "security review," but they don’t explain clearly, and my withdrawal is still rejected. I don’t understand why they keep my money! This win is life-changing for me, I need it badly. Please help me get my 60k EUR - this is not right!

Dear Danamik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better, I would like to ask a few clarifying questions about your situation:

• Am I correct in understanding that you received the first two withdrawals you made from your big win?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification?
• Has the casino specified how long the "security review" will take?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

They withdrew my first 3 wins, no problem. I did all the kyc checks for ID and income.

I didn’t take any bonuses, I was playing slots with my own money.

Support claimed it will take 24 hours to check with provider but it’s been days now, I keep asking and they tell me to wait more, I am scared I will not get my withdrawal.

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your patience and cooperation.

I want say big thanks for having the complaint option!

After i submitted my complaint, they approved my 60K EUR withdrawal very quickly, I received it a couple of days ago. Your help made this happen, appreciate it!

Dear Danamik,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru