The player from Germany had participated in a tournament at Gamegram Casino that allowed bonus buys, achieving a 4,050x multiplier. However, after attempting to claim his prize, he was informed that the rules had been changed retroactively to disallow bonus buys, invalidating his win. He requested payment of his 7% prize portion (700 USDT) as he believed he was eligible for the prize. The issue was resolved after an internal investigation by Gamegram, leading to the conclusion that the tournament winnings would be credited in full. The player expressed gratitude for the support he received and recommended the casino.
Gamegram Casino - Player’s tournament winnings are being denied.
Amount: 700 ₮
Gamegram Casino
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7.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
Hello,
The casino Gamegram offers additional slot tournaments through Telegram. (https://gamegram.com/blog/slots-race-rules)
I have regularly participated in these tournaments and often received and cashed out the designated amounts.
In these tournaments, the goal is to achieve specific multipliers on designated slots. In many tournaments, bonus buys are allowed, although in some older ones they are not.
My issue concerns the "Release the Kraken Megaways" tournament with a $10,000 prize pool. The prize is dependent on the "level of the player" in Gamegram Casino. I am Level 5, which equals 7% of the prize amount (see link to tournament rules above).
The tournament was marked "Bonus buy allowed," like all newer tournaments, and required achieving a 1,550x multiplier with at least a $0.20 bet.
I achieved a 4,050x multiplier through a bonus buy. When I attempted to claim my prize with evidence (https://vkptrg.yjmelqvefm.net/ARgQhpfBFJ) (having never had problems before), I was informed that this morning, they had mistakenly forgotten that management wanted to change the tournament to "Bonus Buy not allowed," and this was overlooked by the support colleague on Telegram. I have never seen a previous tournament be amended before! I had already been congratulated, as you can see from all the screenshots.
Therefore, my winnings are now considered invalid. They are trying to invalidate my winnings retroactively by changing the rules. At the time of my win, it was clearly stated that bonus buys were allowed. I bought approximately 150 bonus buys and lost real money to achieve this multiplier. This is absolutely a scam to me.
Upon inquiry, I was told that my regular withdrawal of my balance had been approved, and I was $5,000 up at Gamegram, so I hadn't lost anything anyway.
That has absolutely nothing to do with the tournament. It was simply my normal balance. The tournament prize was not paid out.
I am requesting the payment of the 7% portion of the prize (700 USDT). Or blacklist this provider for fraud against their players.
I still hope for a resolution.
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4 weeks ago
Dear Maekz1990,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamegram Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Is this a daily or a weekly tournament?
- Do you have a full screenshot of the tournament as it was communicated to you via telegram? with the date and sender visible?
- Do I understand correctly the casino informed players about the change in rules after the tournament was already completed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 weeks ago
Translation
Hello,
Is this a daily or weekly tournament?
- The tournaments are posted irregularly in the Gamegram VIP Telegram channel and continue until someone has reached the multiplier. Attached is an example where I also won and received the money. As I said, I won often without any problems. And now this... 
Do you have a full screenshot of the tournament as it was communicated to you via Telegram? With the date and sender visible?
Following is the modified Kraken Megaways tournament (you can see that the Kraken post has been "edited", you have changed "Bonus Buy allowed" to "The Multiplyer is calculated from the total bet amount"
Before (unfortunately only an excerpt):
After - October 19, 2024:
(edited yesterday at 17:33, I posted my prize at 12:38, see screenshots already submitted)
Below, Gamegram admits that the change was made after my submitted win, because it was supposedly "forgotten by an employee". This is the proof:
Did I understand correctly that the casino only informed players about the rule change after the tournament had ended?
This is correct. The change in the Telegram tournament was made AFTER I submitted the multiplier, which would have resulted in a win under the existing rules.
Later, a casino representative who I had been in contact with several times (allegedly from management) contacted me again. He admitted the error, but was still unable to pay out any winnings because they had simply forgotten to change the rules. However, I grinded the winnings according to the visible rules and invested a lot of money in bonus buys. I consider this approach of retroactively changing the rules due to an employee's error to be completely unfair.
Of course, I always played "raw" without bonus money.
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4 weeks ago
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I would like to stress that I am still hoping for a solution with Gamegram and that Gamegram recognizes your mistake in this case. Mistakes are human and can happen.
I have no bad feelings towards Gamegram. If Gamegram pays the $700, the issue will be forgotten for me. Otherwise, I have only had good experiences with Gamegram and the support. Unfortunately, I am very surprised by the way things are going here.
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3 weeks ago
Thank you very much, Maekz1990, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 weeks ago
Hello Maekz1990,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Gamegram Casino to join the conversation and participate in the resolution of this complaint.
Dear Gamegram Casino,
Can you please provide a further explanation of the situation? Has the player completed the tournament according to the rules that were displayed initially?
Kind regards,
Adam
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3 weeks ago
Translation
Hello Adam, thank you very much. I hope for a collaborative solution with Gamegram, as I otherwise like the casino very much. I hope you acknowledge the mistake.
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3 weeks ago
Hi Maekz1990,
It’s unusual that you didn’t reach out to our customer support team directly about this matter, especially given your prior experiences with our team, where we’ve always aimed to provide top-notch service. Since you’ve raised it here on Casino Guru, we’ll initiate an internal investigation right away. To begin, we’ll need you to complete our KYC (Know Your Customer) verification. Please contact our customer support team at support@gamegram.com to start the process.
Thank you for your cooperation, and we’re committed to resolving this matter fairly.
Best regards,
Gamegram Support Team
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3 weeks ago
Translation
Dear Gamegram Team,
As you can see from the screenshots, I naturally tried the support chat on Telegram first. My request was clearly rejected, saying that nothing could be done for me. And this happened several times, even after I asked (see screenshots). I think it is very unfair to accuse me of this. I even found good words for Gamegram here despite the tournament problem. I was told clearly that the winnings would not be paid out, so unfortunately I had no choice but to involve a third party to check.
I will be happy to complete the KYC as soon as possible. I will contact you immediately.
I would still like to ask you to comment on the allegations, as I have provided clear evidence. This should actually be independent of a KYC, at least there was nothing about this in the tournament rules. Any payouts were previously carried out without KYC. As I am interested in a solution, I will of course provide all information.
I have just sent the email to start the KYC.
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3 weeks ago
Hello Gamegram Casino,
It certainly does appear from the screenshots provided by the player that they have contacted the support team. I appreciate that you have launched an investigation into the situation, and we await your response to my initial question.
Kind regards,
Adam
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3 weeks ago
Translation
Hello Adam,
Thanks. I agree with you, I've tried everything.
The maximum 16 hours that the KYC should take ended today at around 2:20 p.m. I hope that things will then continue in a solution-oriented manner.
Thank you Gamegram for actively participating here.
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3 weeks ago
Hey casinoguru, letting you know:
They asking now for..
Proof of Address:
Provide a recent official document showing your name and current address. Acceptable options include a utility bill, bank statement, tax document, or government-issued residence certificate. This document must be dated within the last three months and submitted as an unaltered PDF.
Proof of Ownership of Cryptocurrency Wallet:
To confirm ownership of the cryptocurrency wallet used for your deposit, please submit an official statement in PDF format directly from the wallet provider that includes:
Your name clearly shown on the document.
A detailed transaction history, including the deposit made to our platform.
Ensure the document is unaltered and reflects the original data as issued by your wallet provider.
Proof of Income:
For verification of your income source, please provide one of the following as an official, unaltered PDF:
Recent pay slips from your employer.
Bank statements showing regular salary deposits.
Tax returns or financial statements.
If self-employed or a freelancer, official invoices, contracts, or other documents showing your earnings.
...
I will deliver it, but this gives me an extra bad feeling that they try to find ANYTHING to not pay me. Since they do not react to anything of my claim. I withdrew like 20-30k on gamegram and no proof was requested ever. And now they do. This is fishy.
PS / Update: I just sent everything to gamegram support mail.
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3 weeks ago
Dear Maekz1990,
Thank you for your patience and for successfully completing the KYC process. We appreciate your cooperation and understand how important a timely resolution is to you. Your loyalty and positive experience with Gamegram Casino mean a lot to us, and we're here to ensure this matter is handled fairly.
We are actively investigating the issue regarding the tournament rules and any potential miscommunication that may have occurred. Our tournaments are designed to provide an engaging and transparent experience for all players, and we are committed to upholding these standards.
The details of your case, along with the tournament guidelines, are under thorough review to confirm compliance and ensure fair outcomes for all participants. We are also taking your feedback on communication into account to prevent similar issues in the future.
Once the review is complete, we’ll provide you with a clear update on the findings and any steps forward. Thank you again for your patience and for allowing us to address this with the attention it deserves. In the meantime, if you have any further questions, please don’t hesitate to reach out.
Warm regards,
Gamegram Casino Support Team
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3 weeks ago
Dear Adam and the CasinoGuru Team,
Thank you once again for facilitating communication in this case. To ensure a fair and objective resolution, we would like to request a private communication channel with CasinoGuru. This will enable us to share the findings from our internal investigation directly with your team, allowing for a thorough assessment of the relevant details.
While we may not be able to share all specifics directly with the player due to internal policy, we have full confidence in CasinoGuru as an independent party to evaluate the facts and make an impartial decision. We trust that this approach will support a transparent and fair outcome for everyone involved.
Please let us know the preferred method for establishing this private channel. We appreciate your ongoing support and look forward to resolving this matter with your guidance.
Best regards,
Gamegram Casino Support Team
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3 weeks ago
Translation
Hello,
I support this approach. Thank you for confirming the T4 KYC.
I would like to stress again that this is not about general tournament rules, but a RETROACTIVE change of the tournament rule from "Bonus Buy allowed" to "The Multiplyer is calculated from the total bet amount". After posting my winnings.
Two of your employees have confirmed in writing that they forgot to publicly adjust the rules. This was "allegedly" defined internally in advance in a "morning call". However, the public tournament rules were NOT adjusted. We players can only see these public Telegram rules. I played according to these rules and invested a lot of money in bonus buys.
I therefore ask you to acknowledge this internal error (already acknowledged by two employees) and to finally allow me to make the payout in accordance with the visible tournament rules.
I thank you for any support. It's "only" $700, so I really don't understand why Gamegram hasn't finally admitted its mistake.
If CasinoGuru needs further screenshots, please contact me. I think the correspondence here is already clearly in my favor.
Thanks to all.
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3 weeks ago
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I would also like to address Gamegram and remind you of the following statement that was made in previous chats (when tournament winnings were still paid out). I appeal to "your good conscience and your fairness":
I would also like to add that the tournament rules mention "live updates", so I have to assume that the tournament rules displayed are correct.
It is also said: "Once you have hit the requested multiplier, it is time to claim your price. Simply contact our support team."
They even write that you should read the tournament rules very carefully on Telegram. Then to say that the visible rules are wrong is really ridiculous.
The topic is clear!
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2 weeks ago
Hey guys,
btw today is my birthday. Probably a good day to overthink your decision based on my delivered facts? 😉
Have a good day @all.
Greetings.
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2 weeks ago
Btw @Gamegram, this is Adams Mail:
adam.m@casino.guru
This would be your privat channel. Probably deliver your results this way.
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2 weeks ago
Hello all,
Apologies for my delay in responding, and a belated happy birthday to you, Maekz1990.
Gamegram Casino, with regards to contacting me via a private channel, it would indeed be easiest via my email, adam.m@casino.guru. I will await further information from you.
Kind regards,
Adam
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2 weeks ago
Hey Adam,
no problem. Looking forward for your opinion after checking every information you recieve. I delivered everything already. Could only sent a little more chats, where they tell me it's their own fault only and that they didnt change the rules in time. So they approve, what my claim was/is about. I fulfilled the stated rules.
Thanks for your help in this case already.
Greetings,
Max
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2 weeks ago
Hello Maekz1990,
The situation is still being discussed with the casino via email, I will post here again when a conclusion has been reached.
Kind regards,
Adam
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2 weeks ago
Translation
Hello Adam,
Thank you for supporting me! I hope that I have communicated my request clearly and understandably.
There is still no winner for the tournament. There are two open spots. So it would be no problem for Gamegram to define me as 1st place (according to the old rules that were visible) and then set the rule change for 2nd place. Both places will receive the same prize money.
That would be fair in my opinion!
Greetings.
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2 weeks ago
And one thing to add. They told me "I did not loose anything".. they just dont pay me.
But I did A LOT of bonusbuys to reach this multiplyer (with Bonus Buy allowed rule) for the win. So effectivly I lost money.
Attached a few.. and thats not even all, only the winnig buys. So you can imagine how much losings buys I had!
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2 weeks ago
Hi Casino guru,
I got the following Telegram Information:
"Hello Maekz1990,
Following our internal investigation and CasinoGuru's intermediation, your tournament winnings will be credited in full. Please confirm once you receive the funds.
Best,
Gamegram Support Team"
I will write asap, when its credited. I am thankful for the support from you and also from gamegram. Mistakes happen!
I still recommend this Casino. Good and fair support now.
Greetings.
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2 weeks ago
The win was added. You can close the claim as resolved.
Thanks for your great Support!
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1 week ago
Dear Maekz1990,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Adam
