The player from Austria, after winning and successfully passing the document verification process, faced technical issues preventing the withdrawal of €1000 in winnings. The player reports consistent errors and unhelpful chat responses. The issue has been resolved successfully.
Gama Casino - Player faces technical issues during withdrawal.
Amount: €1,000
Gama Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Gama Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
After winning 1000 (from 2 deposits), I had to go through a verification process of documents, which I successfully passed. However, when I tried to withdraw my earnings, I couldn't because of technical errors. No matter how much I argued in the chat, it didn't make a difference. Every time I try to withdraw, different errors pop up. The chat is full of lies, and I've taken screenshots of everything if needed.
Automatic translation:
Public
Public
11 months ago
Dear Tutankamun1,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Gama Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify the technical errors you faced when you tried withdrawing your winnings? What was the response of the casino customer support?
Kindly forward any relevant communication between you and the casino regarding this problem to veronika.l@casino.guru.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
Sensitive attachment
Sensitive attachment
11 months ago
Translation
Hello Veronika, yes, I'm trying to pay out by all means, but nothing happens. So I got verified, of course, and applied for a payout. Then I always see the errors. Attached are screenshots. They emphasize in the chat that it will definitely work next time and then it will come in an hour Same thing again then they told me that it was due to the card and I should try using my wife's card and it didn't work either. Then I tried to deposit with rapid, I deposited 11 euros so that I could then withdraw with rapid. There was a mistake, please make a deposit with a card.. and tried with a card over 30 times, the same shit came up. I asked. Can I withdraw with other methods, they are easy Ignoring the question...I'm at my wits' end, I don't know what to do
That's the best way to see how you're kidding me... 56 times my withdrawal request was canceled with the reason. Failed with rawal and in the screenshot you can see that I deposited correctly, played correctly, have no bonuses and my account is verified, and that everyone in the chat keeps giving the same answer, that I will get my money this time money will come and as soon as the chat is closed comes the stupid email failed withrawal I really can't take it anymore and I'm at the bottom...
And after all these chats and heated discussions there is still cancellation with the reason Withrawal failed... and every time I complained the same answers come and nothing happens... now it's 5 days a day at least 20 times canceled...I tried everything but apparently Putin needs the money...LG
Automatic translation:
Public
Public
11 months ago
Hello.
We contacted the support of the payment provider, which processes all withdrawals, where we were told the reason for the difficulty. Withdrawal from our side is successful, but on the side of the recipient bank there is an unexpected error and the funds are returned to the game balance. We recommend to contact the support of your bank to clarify the cause of this difficulty.
Public
Public
11 months ago
Translation
Oh no, I called the bank and they said that there were no errors or anything else, if there were errors, the deposit wouldn't work either, so there's only one word you can say, and that's F*** LG
Edited by a Casino Guru admin
Automatic translation:
Public
Public
11 months ago
Dear Gama Casino representative,
Thank you for getting in touch with us and assisting in the investigation of this case.
Dear Tutankamun1,
I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.
Please be aware that the payment provider issue is beyond the control of the casino. It is possible that your bank may be blocking the withdrawals, so it's important to contact them and inquire about any potential difficulties. If the funds continue to be returned to your player's balance, have you considered using a different payment method?
Public
Public
11 months ago
Translation
That's just frustration... I think cheating on the part of the casino is also insulting... but oh well... I already deposited with 3 payment methods so tried to withdraw with 3... all three were rejected... LG
Automatic translation:
Public
Public
11 months ago
Thank you very much, Tutankamun1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
11 months ago
Hello there,
Thank you Tutankamun1 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Gama Casino for their help in resolving this complaint. We would like ask if there is anything else we could do in this situation.
Thank you!
Public
Public
11 months ago
Translation
Already paid out, thank you very much to you😍
Automatic translation:
Public
Public
11 months ago
Dear Tutankamun1,
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,
Peter
