The player from Germany participated in a tournament at Gamegram Casino that allowed bonus buys, achieving a 4,050x multiplier. However, after attempting to claim the prize, she is informed that the rules were changed retroactively to disallow bonus buys, invalidating her win. She requests payment of her 7% prize portion (700 USDT) as she believes she is eligible for the prize.
Gamegram Casino - Player’s tournament winnings are being denied.
Amount: 700 ₮
Gamegram Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 23h 24m 32s
Case summary
yesterday
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1 week 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.
Automatic translation:
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1 week 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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1 week 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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1 week 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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4 days 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 days 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 days 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 days 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 days 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.
Edited
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2 days 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
Casino Guru is examining the case
