The player from Germany had faced multiple rejected withdrawal requests, including a recent €450 attempt, despite being a long-time registered user. While the casino attributed the issues to technical reasons and suggested using a different payment method, the player did not utilize cryptocurrency. The issue was resolved as the player received the payout shortly after the Complaints Team's involvement, although he expressed skepticism about the casino's practices regarding withdrawals. The Complaints Team marked the complaint as 'resolved' and encouraged the player to reach out for future issues.
Gama Casino - Player's withdrawals are repeatedly rejected.
Amount: €1,000
Gama Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
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Unfortunately, my withdrawal requests have been rejected once again for no reason.
Today, on 09:55:32 03-12-2024, I made a deposit of €20. I did not take any bonuses or anything like that.
I won a total of €1000 across several games with this deposit.
Subsequently, I requested a withdrawal of €450. This was rejected without any reason given.
I have now made 5 more attempts to withdraw an amount, but unfortunately, all 5 were denied.
I promptly contacted support and received the following response:
"We are sorry to hear that you are facing this issue. The withdrawal request was canceled due to technical reasons on the provider's side.
You can submit a new withdrawal request, which will be processed shortly.
We also recommend using a different payment method for the withdrawal, such as a payout to a crypto wallet."
Since I am neither familiar with nor possess any cryptocurrency, this is not an option. I have communicated this to support but keep receiving the same response.
I have been registered with the casino for over a year, make multiple deposits daily, and my last successful withdrawal was on 11:57:24 02-12-2024, amounting to €300.
I always deposit and withdraw my winnings via Visa Debit, but unfortunately, it's not working this time, as has happened before.
This is the third case I am opening here, and it's always about withdrawals.
I am beginning to suspect that this is done intentionally when there’s a win so that you lose the winnings again during the time it takes to resolve the withdrawal.
An illustrative example: last week, I won €300 and wanted to withdraw it, but suddenly the withdrawal methods I require were no longer available, which is very strange. Of course, I continued playing and lost everything.
This should not happen again, so I am reaching out to you now, requesting help and a swift resolution in this matter.
The last times I opened a case here, things strangely moved forward after processing.
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1 month ago
Dear trendmensch,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gama Casino.
Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. If you have been advised the payment method is temporarily unavailable and offered an option to use a different method I would consider this option, despite your lack of experience with it.
You should be able to find guides online on how to open and use a crypto wallet safely including on our website: https://casino.guru/ethereum-casino-guide
Please let me know about your decision on how you wish to proceed.
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,
Tomas
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1 month ago
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I have now lost another €400 of the €1000, but that seems to be the business model. But I will wait for the remaining €600 until the matter is, I hope, cleared up.
I ask you to add a responsible person from Gama Casino as soon as possible so that the matter can be resolved as quickly as possible. Thank you very much.
I'm now trying to request my 8 withdrawals, the last 7 were rejected. Support is no longer responding, let alone offering me a solution to the problem, which is very disappointing .
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1 month ago
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And as I already mentioned, I received my last successful withdrawal less than 24 hours ago and strangely enough, it no longer works when I win a large amount. It's not the first time that something like this has happened at the casino.....
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1 month ago
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And no, I don't want to open a crypto account because I don't want to deal with it, because I don't know anything about it and I only use my VISA debit card for gaming for deposits and withdrawals.
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1 month ago
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I have now tried 29 times to withdraw an amount, with different sums.
It actually worked 3 times!
I received 1×150 € & 2×50 € , but unfortunately I still have 1500 € credit because I won something again. But disappointingly, every further payout is cancelled again.
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1 month ago
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An update: I tried to withdraw the amount via JetonBank yesterday evening at 20:02:20 03-12-2024, but unfortunately it was canceled again after 12 hours of processing time!
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1 month ago
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Update 2:
I'm slowly becoming desperate here. Yesterday I was paid out at least 3 small amounts after 3 attempts, but now nothing is working again. All the withdrawals I request are rejected for no reason and I no longer receive a response from support. My request is simply ignored.
It's strange, you pay in several times a day and everything runs smoothly, but when it comes to a withdrawal, you only have problems and are ignored!!!
I request that a responsible person from Casino Gama be involved in this case so that he can clarify the matter as quickly as possible and finally release the payouts!
I would like to thank the Casino Guru team for their help
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1 month ago
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Update 3:
I wrote two more emails to support to clarify the matter outside of the complaint, but unfortunately they are now ignoring me and not responding at all. I am once again at a loss for words when it comes to this casino.
Ps
In the meantime, I have tried to request further withdrawals, but unfortunately all of them have been unsuccessful. Every single withdrawal is immediately rejected and cancelled without giving any reason.
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1 month ago
Hello!
We can confirm that there are technical difficulties on the payment provider's side. We are working as quickly as possible to resolve the situation, which is why we suggested alternative withdrawal methods. Rest assured, we are doing everything we can to assist you.
As we can see, some of your withdrawal requests have already been successfully processed, while others are still affected by the technical issues. If you wish to withdraw your funds exclusively to your card, we kindly ask for your patience. We will notify you immediately once the issue is resolved. However, please note that at this time, we cannot provide a specific timeline for resolution.
Thank you for your understanding.
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1 month ago
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With all due respect, but how often do you have technical problems? This is not the first time. 2 weeks ago the withdrawal option simply disappeared and only appeared again after 5 days.
This is already the third complaint I have that needs to be resolved because support simply ignored me after my first request, and this is not the first time either.
Strangely enough, there are never any problems with deposits, but when it comes to withdrawals, there are of course technical problems.
Surely it is in their interest if I deposit money with them, with the thought in the back of my mind that there will definitely be problems when withdrawing it?!
Yesterday I had €1,980 that I could have cashed out, and of course I kept playing because of the technical problems and now I only have €1,000 left.
I have been playing at various online casinos for years and have never had a single case of technical problems, but since I started playing at them I have been constantly having these problems, which is more than disappointing.
You can also transfer the amount manually to my account or to my Visa debit cards. I will be happy to give you my details.
I want a quick solution to my problem and I don't want to keep hearing the same thing - technical problems!
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1 month ago
We are pleased to inform you that the technical maintenance has been successfully completed, and withdrawals are now available. You may proceed with submitting your withdrawal request.
If you have any further questions, feel free to reach out to us.
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1 month ago
Thanks for the update to the Gama Casino representative.
Dear trendmensch,
I understand your frustration and your desire to cash out and enjoy your winnings as soon as possible.
Kindly let us know whether your cashout was processed or whether there are any obstacles in receiving your winnings.
I'll await your reply.
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1 month ago
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Good day, first of all thank you very much dear GuruCasino team for the help and the offer of help here.
I got the money paid out a few seconds after the response here, which I find strange. They always talk about technical problems, but as soon as there is a response here, it works.
For me, this is simply a business model that is being used here. The player wins a relatively large sum, in my case €1000, and the payout is initially refused, citing technical problems in the hope that the user will continue playing and the winnings will be minimized or even lost entirely.
This is not the first time it has happened and it is always the same pattern!
That's not to say that it happens like this every time, but for me it's happened three times now, at fairly regular intervals.
Furthermore, I expect compensation for the inconvenience caused to me by Gama Casino. I will wait and see what this will be and the extent to which it will be paid, so as not to lose myself as a customer.
If this does not happen, I will have to find a new provider.
Best regards
Sebastian S.
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1 month ago
Dear trendmensch,
We're glad to hear your payout was processed and your winnings reached you.
Please understand we can't ask the casino on your behalf for extra compensation for difficulties that arise, only unpaid winnings. Nevertheless, I hope the casino will be generous to you in the future.
If you feel any online casino is causing you difficulties with a withdrawal in the future don't hesitate to contact us and we'll try to assist.
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.
Best regards,
Tomas
Casino.Guru
