The player from Germany faced issues with withdrawing two amounts of €450 and €150 from Gama Casino, which had been pending for over 10 hours despite previous quick payouts. After being informed that the withdrawals were approved, the amounts were later canceled, and the player could not find any available withdrawal options. The player later reported that after multiple attempts, the withdrawal option reappeared, and the funds were successfully withdrawn. The casino acknowledged the technical issues and offered a bonus as an apology. The complaint was marked as resolved.
Gama Casino - Player's withdrawal is delayed and options are unavailable.
Amount: €600
Gama Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Good day, I have an issue I need to address. I have been playing at Gama Casino for over a year now.
Since yesterday, I've encountered a problem with a withdrawal. On the evening of October 14, 2024, at 8:20 PM, I requested two withdrawals, one for €450 and another for €150, using my debit card. Typically, it takes about an hour for the amount to be paid out. However, it's already been 10 hours, and the support on the site, which is already terrible since they don't respond to emails or WhatsApp, informed me this morning in the live support chat that the amount was approved and forwarded to the payment provider. They also said they'd leave a message to speed up the process.
Well, as expected, the amount was then, of course, canceled. But now comes the crazy part. I wanted to request a new withdrawal, and none of the options I previously used to deposit are available anymore. Naturally, it's impossible to reach anyone, either via email or live chat. Therefore, I will go through this route to resolve the issue.
P.S.
I made sure to deposit with my debit card so I could use it as a withdrawal option.
I did not have or play with any bonus.
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2 months ago
Hello trendmensch,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gama Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
My answers to your questions:
Can you please let us know if your account is already verified and if so, since when exactly?
I have been verified there for over a year and withdrawals have already taken place.
Did you make your winnings with real money or did you use a bonus?
I did not use or wager any bonus to earn this win.
As before, I deposited the amount from my Visa card so that if I win, I can have the amount paid out to me via this card.
When was the last time you spoke to the casino and what was it about?
Since yesterday evening I have tried to contact the casino via support email or via support WhatsApp, unfortunately I have not received a response yet, even though I am VIP level 5.
In the support chat on the site, they just keep telling me that the withdrawal has been approved and that I should wait until the payout service provider sends the money. But every time it is canceled and credited back to me.
I had a case like this before, which I reported here, and fortunately it was resolved here, but it is a great pity that you always have to go this route.
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2 months ago
Translation
To explain it briefly again. Yesterday evening (10/14/2024) at 8:20 p.m. I requested 2 withdrawals, one for €450 and one for €150 (total €600). These usually arrive in about 60 minutes. After waiting 2 hours, I already knew that this withdrawal would be canceled. It then took 12 hours until it was actually canceled. When I asked, I was only told that it was the payment service provider's fault.
Then I wanted to request a withdrawal again, but unfortunately all options were no longer available to withdraw the money as I always deposit it..... And since I don't get a response to my emails and the support chat on the casino website doesn't even come close to finding an explanation or a solution, I now unfortunately have to go down this route in the hope that it will get cleared up.
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2 months ago
Translation
There is an update. After I tried it a fourth time and the option to withdraw via debit finally appeared again, it finally worked, so the case was resolved and everything worked.
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2 months ago
Hello!
We are very sorry to hear that you experienced difficulty with your withdrawal. Unfortunately, due to technical reasons methods can be removed for a while, which is what happened in your case. We see that you have successfully withdrawn funds, also, we would like to offer you as an apology a bonus, which is already available in the "My Bonuses" section.
Are there any other issues that we can discuss within this complaint?
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2 months ago
Dear trendmensch,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
