An Austrian player's withdrawal had been continually cancelled even after multiple verifications and contact with numerous casino employees. The player claimed that the casino had blocked their account due to an alleged second account, which they vehemently denied. The casino maintained that the account was blocked due to a violation of their rules, specifically, the creation of duplicate accounts. Despite the player's insistence and supporting screenshots of completed verification, the casino stood by their decision. We had reviewed the evidence provided by both parties and found that the casino's claim of duplicate accounts held merit. Consequently, the complaint was rejected.
Gama Casino - Player's withdrawal repeatedly cancelled.
Amount: €3,600
Gama Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Despite multiple verifications and contact with 5 employees, my withdrawals keep getting cancelled.
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9 months ago
Dear fbloechl09,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Have you accumulated your winnings with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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9 months ago
Translation
They have now simply blocked me because of an alleged second account. Which is simply not true. In addition, I was successfully verified and can prove this with a screenshot of the chat. That's cheating
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9 months ago
Hello there,
We have detected a violation in the form of additional accounts being discovered, which is against the rules. Therefore, the decision was made to block your account, and the winnings were voided. You will find the details in the email sent to your inbox.
Best regards,
GamaCasino team.
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9 months ago
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That's definitely not true, I've never played on this site before. I even have proof that I have successfully verified myself several times and this has also been confirmed to me by several of your employees. Strangely enough, it wasn't until I wanted to pay out that I was blocked. This borders on fraud and I will have my lawyer check it. That's a cheeky thing.
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9 months ago
Hi fbloechl09,
- Could you please advise if your winnings were accumulated with or without an active bonus?
- Please forward any supporting evidence about previous successful account verification to petronela.k@casino.guru.
Thank you.
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9 months ago
Translation
I can't say exactly anymore. Because then, strangely enough, they blocked me and I no longer have access. But I think it was without a bonus.
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9 months ago
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I have sent you confirmation of complete verification to the email mentioned above. In my opinion this is a scam. My lawyer said that too. We'll wait a few more days. If I don't get my money, we will report it and try to make it public. Because that's cheeky. The casino cannot be said to be reputable.
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9 months ago
As we reported earlier - your account has been blocked by security for duplicity. The proof was provided to the project administration.
We sent additional information to kristina.s@casino.guru
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9 months ago
Translation
How do you explain that I received confirmation of complete verification twice and after making several deposits. And suddenly when I wanted to pay out it said I had a duplicate account. This is simply fraud or rip-off. I have never played on your site before.
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9 months ago
Verification of your account was required for a thorough check and detailed investigation. In accordance with our rules, we had to block your account.
Best regards,
GamaCasino team.
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9 months ago
Translation
I received confirmation from the casino twice that I was fully verified! And as I mentioned, I've never been to your casino before! This is simply wrong and unacceptable. I have the chats with your employees where you can also read that I was successfully fully verified. I was only blocked when I wanted to pay out. This is simply evidence. But it seems that it is not possible to find a constructive solution with them. Then a judge will have to sort it out!
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9 months ago
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What's now? I have proof! I received confirmation twice that I was fully verified. And I was able to deposit and play normally. And as already mentioned, just as I wanted to pay out, something suddenly didn't fit!
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9 months ago
Dear Gama Casino Team,
Could you please forward any supporting evidence to petronela.k@casino.guru?
Thank you in advance.
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9 months ago
Translation
Yes, the screenshots you see above are proof. It is clearly written twice here that I am completely verified. The blocking due to an alleged duplicate account, which simply cannot be, happened afterwards. And only when I wanted to pay out the €4000. Apparently we're talking about a safe casino here! But it seems the opposite. I just want the casino to pay me my €4000 and then that's it for me!
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9 months ago
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You can clearly see from the screenshots that there were no problems and everything was verified! I hope that an out-of-court solution can be reached here! And I also ask casino guru for help. After all, they advertise the casino very positively!
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9 months ago
Good afternoon. We have sent additional information by email petronela.k@casino.guru
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9 months ago
Many thanks to the Gama Casino Team for your assistance and for furnishing supporting evidence.
Dear fbloechl09,
Regrettably, we must inform you that we've received corroborating evidence from the casino indicating that you violated their terms and conditions by having connections to another casino account.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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8 months ago
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That can't be! Where is the transparency? But no matter, I will give my lawyer the OK tomorrow to forward the case to the local criminal authorities and also to the press. I am now in contact with 32 other people who have had similar things happen to them. It's an absolute disgrace what the casino and the site are doing here! And what's more, I can prove that my name has never been on the casino before. And I have the complete chats from the casino where full verification was confirmed to me several times!
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8 months ago
Hi fbloechl09,
I apologize, but the evidence we've received indicates that your account was linked to another user. While I understand you were informed by two different live agents that your account was verified, please understand that the casino reserves the right to conduct further verification if any suspicious behavior is suspected.
If you're dissatisfied with our decision, I can suggest reaching out to the Licensing Authority of the casino, Gaming Curaçao (GC), at complaints@gaming-curacao.com.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
