HomeComplaintsGama Casino - Player’s struggling to withdraw his winnings.

Gama Casino - Player’s struggling to withdraw his winnings.

Amount: €3,000

Gama Casino
Safety Index:Very high
Submitted: 02 May 2024 | Resolved : 28 May 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

5 months ago

The player from Finland had encountered an issue with a casino, where despite having deposited and won 3000€ with a welcome bonus and having completed KYC procedures, her withdrawal requests were repeatedly rejected. The casino had claimed the rejections were due to lack of payment method verification. Upon providing further verification of her Skrill account, the player's withdrawals had started processing. This issue had been resolved after the casino confirmed the player's successful verification and ongoing withdrawals according to her account limits. The player had confirmed the resolution and the complaint was dismissed.

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6 months ago
Translation

Hi, I made a deposit to the casino with the welcome bonus and I won 3000€. The casino has not responded to my inquiries relating to the continuous rejection of my withdrawal for a week now. I've done the necessary KYC procedures and yet, the casino isn't paying out my winnings.

Automatic translation:
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6 months ago

Dear thecodguya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Could you please advise how many withdrawal requests were rejected?
  • Have you tried requesting a withdrawal via an alternative withdrawal method?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

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6 months ago

Ill attach screenshots of deposits and withdrawal trys down here.

Ill also send you emails between me and gama to your email.

Im curious why casino wants my bank card details becouse I have not made deposit with bank card.

I sent them this screenshot fro my skrill account and got no response.

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6 months ago

Hello!

Unfortunately, your withdrawals do not go through due to lack of verification. At the moment you only need to verify your payment method.

To verify your payment method, please:

- Upload a screenshot, where the details and your full name will be visible;

- If you have a personalised card, upload a photo of both sides of the card (CVV code must be closed).

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6 months ago
Translation

Why do I have to send my credit card information when I haven't made a deposit and I'm not withdrawing to my credit card?


I have verified my Skrill account.

Edited
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6 months ago

Hello everyone,


Thank you both for your replies.


thecodguya, do I understand correctly that you only used one deposit method (Skrill) and received confirmation from the casino that it has been verified? Also, do I understand correctly based on your withdrawal history that you are trying to withdraw your winnings via bank transfer (not Skrill)?

Edited by a Casino Guru admin
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6 months ago

In order to withdraw funds you need to verify your skrill wallet. After successful verification you will be able to withdraw funds using this wallet.  

You can upload a verification photo to any block in the "Verification" section.

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6 months ago
Translation

I sent you a screenshot of my Skrill account.

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6 months ago

To complete the skrill wallet verification, please upload another screenshot of your account showing your full name and account number/email.

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6 months ago
Translation

I put a screenshot of my Skrill profile that contains the information you requested.

Automatic translation:
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6 months ago

Dear Gama Casino Team,


Could you please review the document and advise if any other documents are required?

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6 months ago
Translation

Hello casinoguru, my withdrawals have successfully started coming!

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6 months ago

I am happy to hear that! I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

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6 months ago

Thank you!

thecodguya has been successfully verified and is already withdrawing according to his account limits

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5 months ago

Dear thecodguya,

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.

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5 months ago
Translation

Hello casinoguru, the complaint can be dismissed because the matter has been resolved and I am about to withdraw my money!

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5 months ago

Dear thecodguya,

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

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