The player from Germany had won approximately 4800 € but encountered issues while trying to make a withdrawal. Despite having completed the verification process, the player kept receiving notifications about technical difficulties in processing the payment. Multiple interactions with the casino's help chat had not resolved the problem. The casino had suggested the player use a different withdrawal method, however, the player only had a Visa card. The casino then offered to make a manual withdrawal or to withdraw funds to cryptocurrency, but both options were not suitable for the player. Eventually, the casino enabled a "Bank Transfer" option, and the player successfully withdrew the remaining €3900. We had marked the complaint as 'resolved'.
Gama Casino - Player’s withdrawal is delayed.
Amount: €3,900
Gama Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
After winning approximately 4800 €, of course, I wanted to withdraw it immediately. I completed my verification and attempted to cash out my winnings. However, I kept receiving emails stating that my payment could not be processed due to technical difficulties. As a result, I turned to the casino's help chat. I was instructed to try withdrawing the money again, which I did. I was also told to choose a different payment method, but this was not possible for me. I wanted to withdraw through (Visa) and deposit using (Sofort).
After a total of 4 days and several hours in chat, there is still no solution to the problem. (Screenshots and additional information in the attachment)
I hope for swift assistance.
Dear pasi9820,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Gama Casino.
It's important to understand that casinos don't have complete control over the variety and accessibility of payment methods available to users. Several factors, such as the licensing authority, geolocation, contracts with payment providers, and bank restrictions, all play a significant role. Just because a payment method is available for deposits, doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Can you please clarify if you are unable to choose a different payment method for withdrawal? Or do you see only one payment method available for withdrawal in your account?
Could you kindly specify if you currently have any pending withdrawals?
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
Thanks for the quick reply. As stated, I transferred immediately. And the payment via Visa. The other payment methods are displayed but I only have the Visa card and therefore cannot use any other provider. And before registering with the casino, I found out on the internet what payout options were available...
Unfortunately, I am not sure whether a payment is pending at this time. I made another withdrawal with €500. With this withdrawal I'm not sure what happened to it as I tried a few but I received the same number of emails so unfortunately I can't say for sure. At least no money ever arrived.
The payout of €500 mentioned in the previous message has arrived in my account. But I still can't transfer the remaining €3900 and the same problem still appears.
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.
I called my bank support and they assured me that it wasn't my bank's fault. And since one transfer worked, the other transfer should work too. But it still doesn't do this.
Thank you very much, pasi9820, 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.
Hello there,
Thank you pasi9820 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 to ask if there is anything else we could do in this situation.
Thank you!
Hello.
We submitted a repeated request to the payment provider, where we were informed that withdrawals are canceled on the side of the recipient bank, unfortunately, in this situation we have no way to influence this reason for canceling the request.
We can recommend you to use another payment method for withdrawal, for example, another card (it is important6 that the card belongs to the owner of the account). We also advise you to use a tile that displays Visa/MasterCard payment system.
Thank you for the clarification Gama Casino representative.
Dear pasi9820, let us know if you'll be able to withdraw your winnings using a different payment method as recommended by the casino representative. Please keep me informed about any further developments.
As I already wrote, I only have a Visa card and therefore can't use any other payment method. And a payout would already be made by the casino site, so that works too. But for whatever reason I can't make another withdrawal.
Hello, please, for successful withdrawal create an application using Visa/Mastercard payment system. You need to choose a payment system by selecting the tile with Visa/Mastercard on it.
I tried this several times and had the same problems.
Dear Gama Casino representative, would it be possible to make a manual withdrawal for the player in this case as it seems there is some sort of an issue happening here?
Thank you in advance!
Hello.
We have received information from the payment provider that your bank does not accept the transaction. In this case, we can offer you the option of withdrawing funds to cryptocurrency. Please clarify, can you use this option?
In case this option is relevant for you, please first confirm the withdrawal to cryptocurrency by sending an email to kyc@gama.casino.
In the letter you should specify your wallet address and add that the withdrawal is correct.
Cryptocurrency is not an option I only have this one account and you can only transfer to this account. Can you offer a direct payout to my account?
Hello! Yes, of course. There is a "Bank Transfer" tile in the withdrawal section. Please make a withdrawal by filling in all the information and we will make a bank transfer, as withdrawal through the payment system is not technically possible.
The "bank transfer" payout area was not available until they offered it to me. However, it was available and I was able to make my payouts without any problems and the entire €3900 was successfully transferred to my account. Thank you for your cooperation and the Casino Guru team for their help.
Dear pasi9820,
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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
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