HomeComplaintsGratorama Casino - Player is experiencing difficulties withdrawing his money.

Gratorama Casino - Player is experiencing difficulties withdrawing his money.

Amount: €250

Gratorama Casino
Safety Index:Below average
Submitted: 08 Nov 2019 | Case closed : 28 Nov 2019
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Portugal is struggling to request a withdrawal. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

I can't raise the money

Automatic translation:
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4 years ago

Dear Miguel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem regarding the withdrawal. I would like to ask you few questions to make sure that I fully understand this matter. Did you try to communicate this issue to the casino? Was this your first withdrawal request? What method did you use?

Please, be aware that all casinos take KYC (Know Your Customer) very seriously in order to send the winnings to the right player. In some cases, it might take a bit longer. Please be patient. I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

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4 years ago

Dear Miguel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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