The player from Austria had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player had attempted to withdraw her winnings multiple times but had been unsuccessful due to technical issues with the casino's payment system. After being advised by the casino to try a different withdrawal method, the player was most likely able to receive her winnings through cryptocurrency. However, the player did not confirm the receipt of her winnings, forcing us to reject the complaint.
Gama Casino - Withdrawal of player's winnings has been delayed.
Amount: €850
Gama Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I've been trying for almost a week to make a withdrawal at Gama and every withdrawal gets canceled due to a technical error.
I have verified my account, so everything should be in order. I have contacted the support every day, and I've been told each time that the money will be credited to my account.
I don't know what else I can do to receive the money that is owed to me.
I hope you can somehow help me...
Best regards, Lisa
Automatic translation:
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1 year ago
Dear Lisaaa23,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Hello!
We apologize for any inconvenience during withdrawal, but the difficulty arises on the side of the payment provider through which you create a withdrawal request.
Please try to use a different tile and create a request through it. We recommend using the tile that is highlighted with a red square on the screenshot.
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1 year ago
Translation
Hello,
many thanks for the answer.
I have now requested a withdrawal through MasterCard as suggested by the casino. I hope it works now.
According to support, the account is verified and therefore nothing should stand in the way of a withdrawal. But the payout is then canceled after 1-2 hours due to a technical error.
Why it doesn't work after more than 10 withdrawal attempts is a mystery to me.
Automatic translation:
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1 year ago
Translation
Hello!
At the moment, there are minor technical difficulties with withdrawals to cards through the payment system. Please try to create a withdrawal request using cryptocurrency, for our part we will try to process this request as soon as possible, we apologize for the inconvenience caused.
If you do not have cryptocurrency, you need to wait a little until the difficulty with withdrawal to the card is resolved. We are currently working on solving the problem and it will be resolved soon.
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1 year ago
Translation
Hello,
No, unfortunately I have not received a payout to date, even though I have written to support several times. Unfortunately, I'm not offered any other option other than to try it again and again and every time I get the response that it couldn't be paid out because of a technical error...
I don't have any cryptocurrency either, so the option to try this variant is not possible for me.
I don't understand why it's taking so long...
Edited
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1 year ago
Translation
Hello,
the payout is made through cryptocurrency.
Thank you for your help!
LG Lisa
Automatic translation:
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1 year ago
Do I understand correctly that you have successfully received your winnings?
