The player from Ontario experienced difficulties verifying his account to withdraw his winnings of $3800. Despite spending two hours in customer support, the casino insisted on an impossible requirement of providing an account statement from Interac, which did not issue such documents. After further communication and additional verification efforts, the account was finally verified, and the withdrawal was received. The complaint was marked as resolved by the Complaints Team.
Gama Casino - Player’s withdrawal is delayed due to account verification issues.
Amount: Can$3,800
Gama Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
14 hours ago
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2 days ago
Hi,
I had won $3800 and I am struggling to verify my account in order to make a withdrawal.
I was in chat for 2 full hours with their customer support to verify my account but with no success. I used Interac to deposit so I was told that I need to upload "an account statement from interac which include my details". I told the casino that it was impossible because interac is a payment provider that does not have accounts or account statements, and I even contacted Interac to confirm this fact. I already gave the casino the payment receipt from interac which include my payment, but apparently the casino still insisted that I had to provide the impossible document before my account can be verified. This is absolutely ridiculous...
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2 days ago
Dear Thepwner001,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your deposit method seems to be the only issue here?
- Have you provided any other documents to verify your account and have they all been approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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 delightful holiday season, and we will get back to you as soon as possible.
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2 days ago
"The account statement from Interac" is currently what they are asking for right now, but I don't know if they will ask for more BS later to delay.
I have uploaded my IDs, proof of address, and selfie. They were all approved.
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2 days ago
Hi, below is my chat with their support in order.
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2 days ago
I am attaching more screenshot of my chat with their support.
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2 days ago
I have spent another 4 hours today dealing with this BS in chat and they finally said I can withdraw funds, as you can see in the last screenshot.
So I went ahead and request a withdrawal and it got REJECTED again due to verification issue...
They don't even know what they are doing...
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yesterday
Dear Customer,
We sincerely regret that this situation has occurred and apologize for any inconvenience caused. Unfortunately, your withdrawal was canceled due to a technical issue.
At this time, you can submit a new withdrawal request for an amount up to 1800 CAD. If you need assistance or have any questions, please do not hesitate to contact our support team – we are always here to help.
Best regards,
The Gama Casino Team
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yesterday
Hi all,
Thanks for your help. The account is finally verified and the withdrawal has been received.
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14 hours ago
Dear Thepwner001,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
