Gama Casino - Player claims that payment has been delayed.

Hi I open account in Gama Casino because I saw the positive ratings on Guru!! So let me begin: I deposit 2-3 times via Jeton , I win a little bit and I wanted to withdraw my money ! I successfully verify my account and I made a withdrawal request! First my withdrawal was denied no reason given!! I contact the support and they told me to make a new withdrawal request and I did strange second time my withdrawal was processed but the money were back to my account!! I contact the support and they told me that they send my money to my Jeton wallet but Jeton have some technical issues and Jeton send the money back to casino! I immediately contact the Jeton wallet support and they told me that that’s not true!! They don’t have any technical issues and nobody send a money to my wallet account! So the casino lie to me! I will send you a print screen from my conversation with Jeton! Then I contacted the support again and i told them what the Jeton told me and i send the print screen from our conversation!! So I didn’t get any response about why the lie to me and I was told to make a new request a will be processed as fast a possible .. just to mention that casino therms and conditions is : all withdrawals will be processed within 24 hours but they aim in 2 hours!! Never mind i waited the 24 hours time frame and nothing happens my withdrawal request is still not processed!! I contact the support again and it was the same support agent how lie to me about Jeton having technical issues and the respond to me like this ( this is a copy paste for conversation) :Eric09:05:16 am Blazhe, Your withdrawal request, is now under approval, as you have been spotted fraudulent activity. 

Please wait for additional verification.

Eric09:06:14 am "Fraudulent Activity" means any fraudulent activity by you or any person acting on your behalf or in collusion with you and includes, without limitation: (a) fraudulent activity on withdrawn payments and rakebacks; (b) the use at any time by you or any other person who has participated in the same game as you of a stolen, cloned or otherwise unauthorized credit or debit card as a source of funds; (c) collusion with others to obtain an unfair advantage in order to

As soon as the profile answer checks everything,

the withdrawal will be processed immediately, Blazhe.

now they are accusing me of fraud!! This is nonsense!! Every day different story..yesterday was Jeton have technical issues..today they accusing me of fraud..it seam that the casino don’t want to pay the money and they using first lies..and now am accused of Fraudulent Activity..so Guru Casino please help me!

Dear Kokoska15,

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

You see my complaint correct !? My account is fully verified!! My withdrawal request was canceled 3 times!! I been lied that they send the money to Jeton i contact Jeton and they said it’s not true!! And today am accused of Fraudulent Activity!!

Just update to my complaint!! I talked to Eric from support again and he told me that :you have been noticed wrong game activation. As he explained to me that I did something to the game to win money…i don’t know how is that even possible!!??

I really don’t understand how is that possible..and how I can be accused of such a nonsense!! For me the only reason they doing this because they don’t want to pay my winnings..I don’t se other reason!!

Thank you for your reply, Kokoska15. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Could you please clarify whether the casino confiscated your winnings, or just rejected all your withdrawals? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you for your submission!

 

We always carefully study all possible feedback from our customers, and try to solve any difficulty that has arisen from our customers.

 

 

Dear player, as we can see, after completing the process of verifying your account and confirming the withdrawal request, your application has been successfully approved by our specialists. As a result, the funds you won should have been in your account. This information was confirmed by you in the chat.

 

Also, after the moment you received the funds from you, a request was received in the support chat to block your account. After your request, your account has been successfully blocked.

 

We are very sorry that you encountered such an inconvenience. We hope that such inconveniences will not occur in the future.

 

 

Sincerely, GamaCasino team.

Dear Kokoska15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.