The player from Greece had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player's issue had been that his withdrawal requests were consistently cancelled due to "technical reasons". The casino had clarified that the player was attempting to withdraw to a Visa card, whereas their system only allowed withdrawals to MasterCard. The casino had advised the player to verify a new MasterCard for withdrawal. After obtaining a new card and making another withdrawal request, the player confirmed he received his winnings. The issue was successfully resolved.
Gama Casino - Withdrawal of player's winnings has been delayed.
Amount: €180
Gama Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I asked for a withdrawal 16 times and all times cancelled due to technical reasons they told me. I tried 2 of my credit cards, and Skrill but always cancelled. For sure they will not give me my money !
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1 year ago
Dear alexeee13,
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
The problem is not that my withdrawals are pending and i have to wait. That would be ok. The problem is that my withdrawals are always CANCELLED in about 1 hours. Thats the problem . Not that I have to wait some days for the money. They dont let me to withdraw because its CANCELLED every single time due to " technical reasons '
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1 year ago
Hello!
As we see, you are creating a withdrawal request using a bank card belonging to the Visa payment system, but through the payment provider it is possible to withdraw only to MasterCard cards. Please create a withdrawal request using MasterCard, we are sure that there will be no difficulties.
You will need to verify your new card beforehand. To do this, please send a photo of the card on both sides to our verification department e-mail kyc@gama.casino (the CVV code must be hidden, also the card mask, the first 6 and last 4 digits of the card number must be visible on the photo).
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1 year ago
Translation
I will get a card because I don't have one, it will take a week or so and I will request a withdrawal again, hoping there is no problem again
Automatic translation:
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1 year ago
Hello!
Okay, we will be expecting more information from you on your situation.
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1 year ago
Dear alexeee13,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
All is well in the end, I received my withdrawal!
Automatic translation:
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1 year ago
Dear alexeee13,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
