Gratorama Casino - Player’s struggling to withdraw her winnings.

I loaded 10 euros and I got to 500 euros I didn't understand why it doesn't make me take the withdrawal ..

Dear Rita,

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. Did you try to communicate this issue to the casino? Please forward any relevant communication to petronela.k@casino.guru. Have you accumulated your winnings with or without an active bonus? Additionally, could you please confirm that you have completed account verification successfully in the past? I understand that it might seem like a lot of questions, but all the requested information is essential if you choose to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Good morning I made a top-up and played without any bonus where I had reached 500 euro but then either tried to withdraw 450 euro but there is no way to withdraw the winnings now if you have questions to ask me I am at your disposal but I do not see that correct whoever wins then has no way of withdrawing his winnings

Dear Rita,

Have you sent any documents for the account verification to the casino?

No my documents no nn they asked me but if you tell me how to do I send them

Dear Rita,

I have checked casino’s website, and this is what I found:

https://www.gratorama.com/help/questions-and-answers.html?lang=en#qa_302

"How do I send these documents?"

Email attachments: to accounting@gratorama.com

We recommend that you use a digital camera, and send each document as separate JPG file by e-mail. A digital camera or scanner creates the clearest copy of these documents, allowing us to verify your details with no unnecessary delays.

To receive further information please contact our customer support using the chat inside the game lobby or by Email.

"What type of documents should I send?"

You may be requested to send some or all of the following documents:

- A copy of a photo ID: You may send either a copy of your Passport, Driver’s License or National ID card. Please ensure that all details, including your name, photograph and signature are visible on the document.

- A copy of your credit card(s): A copy of the front and back of the credit card you use as a payment method. You should block the middle eight numbers on the front of the card, and the 3 digit security code on the back of the card copy.

- Proof of address: This may be a utility bill or a credit card statement. It should be a recent document, showing your full name at the address registered on your account. If you provide a credit card statement, make sure you blank out the middle eight numbers of the credit card number.

Please let me know if this advice was helpful. Looking forward to hearing from you.

Dear Rita,

You need to send all the required documents to accounting@gratorama.com. 

Please don’t send them to me.

Dear Rita,

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.

Have you succeeded in completing your account verification?

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.