Gama Casino - Player believes that their withdrawal has been delayed.

they randomly cancelling withdrawals, serveral times in chat, please check the pdf i submitted with chat screenshots, transaction history with all the cancellations from the casino.

every day they got a new answer why its cancelled. im tired of that!

Dear flojohannsen,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello.

From our side the application was paid, but on the side of the payment provider there was a technical cancellation of the withdrawal, as a result of which the funds returned to the user's account. Yesterday, the player created a withdrawal request again, and it was successfully paid.

And again 24 hours passed, after getting in touch via support chat, cancelled again with following informations:

"

We regret to inform you that a minor technical issue occurred on the payment provider's end, causing your withdrawal to be returned to your game balance. We sincerely apologize for any inconvenience this may have caused.

"

Its okay, but when you gonna fix that? I mean, it got 6 times cancelled, not once.

i use the same crypto wallet for withdraw which i used to deposit, wow deposit worked like a charm...

im tired guys

Hello. Can you please tell me what email we can send additional information to?

Hello, i cant sent you messages and wont provide my email in this public chat

Representatives of Casino Guru please write your email address where I can send additional information regarding the complaint?

Just send me the email you want me to write you my mail to.

Hello everyone,

Thank you both for your replies.

My email address is kristina.s@casino.guru. Thank you in advance.

Hello. We sent all the information on 01.03 by email kristina.s@casino.guru .

Did you receive additional information by email kristina.s@casino.guru ?

Good afternoon. I sent the information again by email kristina.s@casino.guru . Please, check the mail

Thank you very much. We will review your emails and get back to this complaint as soon as possible.

So firstly, I see that the error says 'out of gas':

Could you please clarify this? Because GAS is usually paid by the owner of the wallet who sends the transaction, not by the one who receives it, therefore it seems that the transactions failed on the casino's side.

Furthermore, concerning the allegations of having duplicate accounts, it is important to mention that the evidence presented is insufficient. As far as I can tell, the identification of the other account was based on the IP address. Regrettably, this correlation is not substantial enough to conclude that both accounts were created and used by the same individual.

Could you please provide more evidence to confirm that both accounts were created by the same person?

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.

Hello there,  

Sorry for the delay, we need additional time to thoroughly analyze this situation. We will make every effort to review all aspects as soon as possible and provide you with complete results. Thank you for your patience and understanding.

Best regards,

GamaCasino team.

We have considered this situation with errors when trying to withdraw funds and by the decision of the casino administration it was decided to compensate you the amount of withdrawal to the game balance in the amount of 1 800 EUR. You can create a withdrawal request and withdraw these funds. You have been restricted from playing as this compensation is for withdrawal only. We apologize for any inconvenience caused.

Okay, i just requested a withdrawal. As soon as everything is transfered to my bank account i will reply in here.

Dear GamaCasino team,

Thank you very much for reconsidering the situation and allowing flojohannsen to withdraw the winnings.

flojohannsen, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

i can confirm successful withdrawal.

Thank you for the help.

Dear flojohannsen,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru