Grams.bet Casino - Pelaajan kotiutus viivästyy epäselvien KYC-kriteerien vuoksi.

I applied for a withdrawal at this casino and submitted the documents for KYC.

As a result, the casino denied the withdrawal if it did not meet the criteria.

They claim to have their own KYC system, which is also different from their licensing policy, but they do not disclose any specific criteria, so we do not know what we need to submit in the first place.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Did the casino reject all the documents you provided or were any approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

I sent my passport, proof of address and pay stubs.(6/12)

The casino rejected everything.

Dear andandjonnyx, when did you submit a withdrawal request, and when did you send the documents for verification?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance.

6/5

Dear andandjonnyx, please let me know if you have already forwarded the communication between you and the casino. I haven't received any emails from you so far.

No specific correspondence to submit.

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Grams.bet Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino 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’ which may negatively affect its rating.

I do not use a bank so I do not have transaction statements.

I used virtual currency to make transactions to this casino.

Don't you see that later on, request for documents that cannot be submitted is in itself problematic?

At least initially, no such documentation was requested, nor was it mentioned in the Terms of Service or KYC description.

In the first place, why did you continue to ignore our communications all this time and then start responding just as the casino guru was about to penalize you?

Dear Grams.bet Casino representative, The player stated they do not use a traditional bank and instead use virtual currency for transactions. Are there alternative verification methods available for players who transact solely via cryptocurrency, such as wallet history, transaction hashes, or blockchain explorer records? If so, would you be willing to outline those acceptable formats so the player can comply? Thank you in advance for your clarification!

We would like to ask the casino 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’ which may negatively affect its rating.

Yes, we are willing to review such documents. Please send them to this thread.

Are you kidding me?

We are asking if there is an alternative?

Do you understand that this complaint arises because the casino is requesting documents that are irrelevant and non-existent to the transaction?

We are willing to consider alternative documents that were suggested above by Complaint Specialist.

So, We are asking what exactly is needed, but you don't understand what we are saying, do you?

The documents proposed by the casino guru are just examples, and whether or not they can actually be prepared is another matter.

Thank you to both parties for the update.

Dear Grams.bet Casino representative, I would like to request a clear explanation of what the player can provide regarding verification so we can move the resolution of this case forward. Thank you in advance!

We would like to ask the casino 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’ which may negatively affect its rating.

Dear andandjonnyx, as we have not received any updates from Grams.bet Casino, I am forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter