The player from Austria had faced multiple issues with the withdrawal process from an online casino. The player's withdrawal requests had been repeatedly rejected due to reported issues with their account details. The casino had suggested the player confirm their payment method via email. Despite having done so, the player had continued to experience withdrawal rejections. The casino then identified that the player's bank was rejecting the payment and suggested trying a different payment method. The player had requested to use Skrill for withdrawal, but had to confirm this method first. After a few more complications, the player had finally been able to successfully withdraw via Skrill. The issue had been resolved with the assistance of the Complaints Team.
Gama Casino - Player's withdrawal keeps getting rejected by the casino.
Amount: €450
Gama Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
The casino is delaying my withdrawal. I've also sent my account details via email. However, I'm receiving a message that something is wrong with my account details. I've requested the withdrawal five times already and it keeps getting rejected.
Dear stefanmauthner12,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
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,
Petronela
Hello,
-I was not offered an alternative withdrawal method.
-I did not verify myself because this was not required of me.
Best regards
Stefan
Hello!
We are truly sorry to hear that you are experiencing difficulty with your withdrawal. You need to confirm your payment method in order to withdraw funds. To do this, you need to send an email from your account mail to kyc@gama.casino with the text:
"XXXXXXXXXXX - withdrawal created correctly.", where XXXXXXXXX is the number or mask (first 6 and last 4 digits) of your card. Please send this email and your withdrawal will be processed.
Also, you can always contact our support chat or e-mail - support@gama.casino for timely assistance.
Hello, I already sent this by email yesterday to the address you provided?
The payment method has been successfully confirmed. You can create a withdrawal request again, after which the financial department will review it.
Hello, okay, I just submitted a withdrawal request.
Best regards
Stefan
The error that is written on the screenshot occurred because the amount of your withdrawal request exceeded the daily withdrawal limit.
However, we can see that later on you created the request again with the required amount, but there was a technical difficulty on the side of the payment provider while processing the request and at the moment you need to create the request again.
Hi stefanmauthner12,
- Am I correct in understanding that you can only request a withdrawal of €185 per day?
- Was the last withdrawal successful?
Thank you.
Hello,
- exactly according to the casino, only €185.00 per day is possible for me.
-The last payout was again unsuccessful with the rejection text "failed withdrawed"
Best regards
Stefan
Hello there,
Unfortunately the payment is not going through at the moment due to technical reasons, we contacted our payment provider to find out why this is happening and received the answer: "Failure on the side of the issuing bank".
In this case try to create a request using another payment tile, for example "MasterCard" tile.
If the issuing bank continues to reject the payment, we will consider alternative withdrawal options for the user.
Thanks for the answer, I've now tried as you described and it was rejected again.
see the screenshot.
Hello!
The withdrawal limit according to your account level is 185 euros per day.
We see that you create requests, but they are cancelled. We have checked and found out that the withdrawal does not go through due to a rejection from your bank. We ask you to contact a representative of your bank and clarify the reason for the cancellation.
Hello,
I tried it with €185.00.
After consulting my bank, which I did a few days ago, everything is fine and the payout should work.
After more than 15 withdrawal attempts, my patience is almost running out.
I ask that we can make the withdrawal via Skrill etc.
If I don't get help here, I'll have to take legal action.
Thanks in advance
Best regards
Stefan M******
Dear Gama Casino Team,
Would it be possible for the player to withdraw his winnings via Skrill, please?
Thank you.
You can create a withdrawal request using skrill, however you will need to confirm this payment method first. To confirm the method you need to send an email with the text "Withdrawal to (your account number) created correctly)" to the verification department email: kyc@gama.casino.
After your account number is confirmed, you can create a withdrawal request and it will be processed by our financial department.
Hi stefanmauthner12,
Please follow the casino instructions and keep me updated on any further developments.
Thank you.
I had already sent my debit card to the casino that had my IBAN on it, which I use for skrill, and I sent everything hundreds of times. It can't be any more, just lies!!! Everything works for my bank!!! The main thing is that they don't have to pay. I still can't create a withdrawal request via Skrill even though I sent everything.
You can create a request for any of the available methods from the "Withdrawal of funds" section, but you will need to confirm the payment method beforehand. To confirm the payment method you will need to send a letter to the Verification Department mailbox with the text "Withdrawal to (account number) has been created correctly".
Verification department e-mail: kyc@gama.casino
I've already done that, what's wrong with you?
Earlier you created a withdrawal request using another payment method, but did not confirm the payment data and for this reason the request was rejected.
When I try to withdraw via Skrill the message appears. (according to the attachment)
I also sent everything to your email address as you requested but you're not interested...Today I tried to withdraw again via Skrill. see the screenshot. doesn't work.
We apologize for any inconvenience caused, but we noticed that you haven't made any deposits from your SKRILL wallet previously. Therefore, we kindly ask you to make a minimum deposit using this method. Afterward, you will be able to submit a withdrawal request without considering this deposit, as per our rules, a turnover of x3 is required from the deposit amount.
Best regards,
GamaCasino team.
I've already deposited via Skrill, but now I can't log in anymore!!!!!!!!!!!!!! see attachment, all my data is correct, that can't be the case anymore...
The withdrawal via Skrill now worked. Thanks to Casinoguru for the help.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, stefanmauthner12, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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