HomeComplaintsGratorama Casino - Player’s enquiring about withdrawal procedure.

Gratorama Casino - Player’s enquiring about withdrawal procedure.

Amount: €900

Gratorama Casino
Safety Index:Below average
Submitted: 18 Apr 2020 | Case closed : 04 May 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Czech Republic has requested withdrawal however, it’s still pending. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

Hello, because not much in it I entered in a cashout amount of 200 euros and I waited all week but how I sent it to the bank so we there advice pise you have a pending cashout reqest I do not know if I wait longer or what I do in such a case

Automatic translation:
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4 years ago

Dear Kristyna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC (Know Your Customer) verification successfully in the past? How many days ago you have submitted a withdrawal? Additionally, could you please forward me a link of the specific bonus that you have redeemed and played? I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

 

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4 years ago

Dear Kristyna,

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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