The player from Denmark is experiencing difficulties withdrawing her bonus winnings. The casino paid out the maximum cashout in accordance with their T&Cs therefore the rest of her winnings were rightfully confiscated. We rejected this complaint, because in our opinion the casino proceeded correctly.
Gratorama Casino - Player’s struggling to withdraw her winnings.
Amount: €965
Gratorama Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Bonus 7 euros, won DKK 4,000.00 ...
Subsequently paid as required by Gratorama for payout, then a large amount had to be played up before payout ...
Afterwards managed to win DKK 7,500, which was accepted for payment ....
8 days of daily mails, countless documents, and Tommy Berger at Gratorama continues with missing documentation, however, everything plus more is sent by mail. mail ..
After the last mail, which my signature on a document sent by Gratorama was missing, this was also done, ie no more outstanding documentation ....
BUT if Tommy Berger from Gratorama chooses to ignore, and then the amount is returned to my Gratorama account to play ...
Payout totally hopeless .....
Please exclude Gratorama for Danish players ..
Thanks in advance
Automatic translation:
Public
Public
4 years ago
Dear Jane,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Gratorama Casino is excluded for the Danish players in our review:
I have checked the terms and conditions, and this is what I found:
"Participation in the activities and games of Gratorama:
You warrant and represent that: you are not a resident of: USA, Israel, France, French Territories, Netherland, Belgium, Spain, Italy, Denmark, Bulgaria, Cyprus, Iraq, Algeria, Morocco, Jordan, Pakistan, Tunisia, South Africa, Australia, Iran and UK."
I would like to emphasize two important facts from our Fair Gambling Codex:
https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries
"For a casino to be classified as a 'fair casino' or a 'fair and safe casino' by our review team, it must not allow players from restricted countries to create an account and play. The check for restricted countries must be done during the account-creation process."
https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses
"For a casino to be classified as a 'fair casino' or a 'fair and safe casino' by our review team, it should not allow players to receive a bonus that is not meant to be received by them because of country restrictions."
To summarize: Casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player.
Jane, I would like to ask you for a confirmation, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account and you’ve submitted Denmark when completing the Registration.
Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
4 years ago
Thank you very much Jane for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
4 years ago
Hello Jane
I looked at your complaint and will do my best to help you. In this case it is very important to distinguish whether the casino gave you the bonus automatically or you activated it yourself. Also please advise if you have used a VPN.
Public
Public
4 years ago
Translation
Not correct, I activated bonus 7 euros, won DKK 4,000.00 to subsequently play up a large amount and deposit, however again won DKK 7,500.00 which was accepted by Gratorama for payment ...
BUT Gratorama tries hard to avoid payment ..
Yours sincerely
Jane Søegaard Christensen
Edited
Automatic translation:
Public
Public
4 years ago
From what Jane wrote before it is not clear what exactly happend in this case. I would like to invite Gratorama Casino into this conversation. Please advise why player is not able to withdraw her winnings.
Public
Public
4 years ago
Citat...
Gratorama Casino
Players from Denmark accepted
Great sign up deal and bonuses available to new and ongoing members.
Grade A slots machines and scratch card machines for players to enjoy.
No download required with a very simple sign up process, making things quick and easy.
Site says one in three spins will result in a win – so great chances for players to scoop prizes.
screenshot
Public
Public
4 years ago
Have you registered based on information from the site you mentioned? This is just info website and it happens that they don’t have right and actual data. Let’s wait for Casino’s statement.
Public
Public
4 years ago
Translation
Please, players cannot get paid, due to unusual information, bank statements, electricity bills, countless pictures of cards, driver's licenses, yellow health insurance, totally crazy what information they want ...
When you finally get to the bottom, you are ignored.
Fandme a smart Casino, maybe a little too smart ...
AND then further winnings are returned to the dear players so the amount can be played up ..
Edited
Automatic translation:
Public
Public
4 years ago
Dear Jane,
Thank you for sharing your feedback with us.
We would like to start off by saying that it is our top priority to process the Withdrawals of our players within the set time frames.
In your case, the delay was caused due to the fact that we had to fully identify you and receive your bank details to process the funds.
We are happy to inform you that your winnings would be paid by the end of the day.
Please note that we are looking into fully blocking Denmark registrations however the usage of VPN devices makes it a bit difficult for us.
Following from the above, once your withdrawal is processed, we would close down your account.
We do hope that the above decision is satisfactory for you, however if it is not, please do not hesitate to contact us directly at support@gratorama.com.
We wish you all the best in the future!
Kind Regards,
Gratorama Casino Team
Public
Public
4 years ago
Translation
Thank you for closing account, THANK YOU ...
Sent approximately 60 emails for payment ...
To this end, Gratorama continues with additional documentation that has been sent countless times.
Furthermore, winnings above 4000 Euro are not paid by Gratorama ...
That is, if you win a big prize, it will take years to get paid, plus not countless, but more than 500 emails ...
Personally with documentation, Gratorama should be closed by Danish and foreign casinos ...
It's a payout battle, to which Gratorama tries to return winnings to the players account.
Gratorama is totally untrustworthy and should be banned, really not okay to entice players to then not pay even smaller amounts ...
I am deeply and deeply shocked that Gratorama is not banned for both Danish players and foreigners ...
Gratorama should simply be banned from all kinds of activities, a MUP company of format that I as a major player have never experienced before.
Guru does something, STOP this kind of direct robbery ...
Thanks in advance
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Just went in and looked at Gratorama, my account is still active ...
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Waiting for me to continue sending countless emails to Gratorama, AND that payment will be delayed or completely excluded ..
It's so unsympathetic and outright illegal ...
The undersigned thought it was a shame for players, especially if they are lucky enough to win a big win ...
How can it be allowed for Gratorama to continue ????
Edited
Automatic translation:
Public
Public
4 years ago
Translation
AND when such a person as me allows himself to go to the match, I am thrown out ...
Of course all right, as I couldn't dream of putting as much as a Euro on Gratorama going forward ..
Gratorama is so definitely not recommended, POINT ..
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Dear Casino Guro, close all kinds of Danish players ...
Everyone will be very grateful to you ..
Thanks in advance
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Gratorama just chose to loop 100 euros ....
If Gratorama continues with this kind of payout policy, then all forms of Casino will stop, then it is beyond the ordinary ...
QUOTE
We would like to inform you that your payment amount has been reduced (corrected) in connection with our terms regarding the 70 SEK free bonus, which you received at registration.
Under the terms, you cannot win more than EUR 200 with the EUR 7 free bonus, before making your first deposit.
Edited
Automatic translation:
Public
Public
4 years ago
Dear Gratorama Casino,
Thank you for the answer and we really appreciate your approach.
Jane, your account will be closed automatically when the payment will be processed. As you can see from Casino’s statement the money will be paid by the end of the day. Contact me when money arrives, please.
Public
Public
4 years ago
Bonus 7 euros, won DKK 4,000.00, could not be paid out until I paid in.
Paid up to which I had to play a large amount before paying out ..
After that I was lucky again and won DKK 7,500.00, which was accepted for payment, and then Gratorama allows himself to reduce payment ..
Quote ..
"Hi Jane,
Grattis !!! Your withdrawal request has been approved.
Please note that the sum of 568 has been paid out by bank transfer and will be visible and available to you within 4-8 business days.
We would like to inform you that your payment amount has been reduced (corrected) in connection with our terms regarding the 70 SEK free bonus, which you received at registration.
Under the terms, you cannot win more than EUR 200 with the EUR 7 free bonus, before making your first deposit. "
Out of 50 emails, the below quote was attached to each one if a player is not daily persistent with daily repetitions, no payout .. GATORAMA is trying hard to tire his player to avoid payout ...
Quote ..
"If we do not receive the said documents from you within 8 working days, we have no choice but to refuse your withdrawal request and credit the expected assets back to your Gratorama account."
Public
Public
4 years ago
Bonus 7 euros, won DKK 4,000.00, could not be paid out until I paid in.
Paid up to which I had to play a large amount before paying out ..
After that I was lucky again and won DKK 7,500.00, which was accepted for payment, and then Gratorama allows himself to reduce payment ..
Quote ..
"Hi Jane,
Grattis !!! Your withdrawal request has been approved.
Please note that the sum of 568 has been paid out by bank transfer and will be visible and available to you within 4-8 business days.
We would like to inform you that your payment amount has been reduced (corrected) in connection with our terms regarding the 70 SEK free bonus, which you received at registration.
Under the terms, you cannot win more than EUR 200 with the EUR 7 free bonus, before making your first deposit. "
Out of 50 emails, the below quote was attached to each one if a player is not daily persistent with daily repetitions, no payout .. GATORAMA is trying hard to tire his player to avoid payout ...
Quote ..
"If we do not receive the said documents from you within 8 working days, we have no choice but to refuse your withdrawal request and credit the expected assets back to your Gratorama account."
Public
Public
4 years ago
Translation
Dear Casino Guro, is it okay with GATORAMA's payout policy?
Loops just 100 euros for which I have paid and played up the amount that GATORAMA insisted on ...
My payment of 965 Euro was accepted by GATORAMA ..
I have complied with all of GATORAMA's payment policy, have now sent 72 mails to Gratorama with documentation, all documentation is wanted by Gratorama, thus 72 mails ...
The immense repetition of documents is totally out of proportion .....
CLOSE GATORAMA ..
THANK YOU in advance THANK YOU
Jane Søegaard ***********
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 years ago
Translation
Another smart trick from GATORAMA is to throw players out, so no comments / stars can be set up in ask gamblers and other forms of Trustpilot for example.
GATORAMA is getting more fun and fun ...
Edited
Automatic translation:
Public
Public
4 years ago
There is nothing more we could do now, only to wait until the funds will be paid to you. Please, be so kind and send us just relevant information. We really want to help you but sending us inapplicable information is not helpful. Free bonuses don’t have unlimited withdrawals and Casino has full right to reduce your winnings from free bonus.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. When you’ll receive the winnings, please let us know.
Public
Public
4 years ago
Payouts from GATORAMA are extremely troublesome if they are also deducted from a larger reward, on grounds that have no relevance whatsoever to Gratorama's own casino terms.
A single small payment is a logistical nightmare ..
Delayed and non-payment over a reasonable period of time in accordance with GATORAMA's own terms and conditions for withdrawal policy.
The Gratorama casino terms are read through, to which I have complied all, such as deposit, the bonus game up, actually 2 times, according to GATORAMA's own terms, fees, verification and security requirements etc .....
AND then to finish, you are thrown out as a player by GATORAMA when you are persistent with payout, smart, because then no comments can be set up for other players !!
Have to admit that I have reached the POINT of Gratorama, which, in addition, sends replies via Guro containing a one-time slurry without any FACTS ..
Dear Gratorama, I put up my criticism through another player who has had the exact same course ...
In GATORAMA's case, it is as far away as no other casino will offer its players ..
HALLELUJA, where it runs for GRATORAMA, so uncommonly nasty.
Public
Public
4 years ago
Citat fra ASKGAMBLERS'
OG DER ER UTALLIGE PÅ SAMME NIVEAU..
DISLIKED
They are trying to delay payment, I play at many casinos so I know what to sent for verification, and everything approved, but they did not see I already sent my skrillinfo, because I wanted my cashout with skrill, now they ask you have to open skrill or moneybookers and sent us proof then we will do the cashout there, but I sent my driver's license, my proof address, my proof bank account and my proof skrill account fully verified skrill customer. In 1 email which I sent several times, because I did not get a response. Went to chat to ask why do I have to sent this, you have it, this guy says I don't understand the problem????? As all of us online players we have the info to do verification standby because you know it. I screens hot all the conversation and I have every email. Really not the right way, for me this is not correct. They have the info why you want it again(also sent It immediately after I got the mail. But they want to move it to the weekend and hope you will play in the meanwhile so they don't have to pay. This is exactly why I don't play, normally I get my money and begin playing again, but this makes me mad!!!
Public
Public
4 years ago
Translation
Then the amount in my account is Euro 568.
I won Euro 965, complied with all of Gratorama's terms according to their own Casino policy right down to the last detail ..
Gratorama approved Euro 965 for payment, subsequently reduced the amount by EURO 200, without any relevance to Gratorama's own policy ..
Plus of course a fight of small 74 mails ...
Please send Euro 200 to my account immediately, please refer to Gratorama's own terms ...
If a casino does not comply with its own exit policy, where are we?
This kind of Casino should be stopped immediately ...
Thanks in advance
Edited
Automatic translation:
Public
Public
4 years ago
Jane, when you took a €7 bonus with Gratarama casino, you accepted the bonus terms and conditions.
These conditions are clear:
The same information is on our website.
If you check the free bonuses in other casinos, you will discover that each of them has a maximum winnings rule and that €200 is a very high value for a free bonus – there are bonuses from which you can withdraw much less (€5, €20, €50)
Free bonuses have a purpose of introducing the casino to new players and give them a chance to try the games. They are like free samples in the supermarket. You can take one piece and try, but you should not take all of the pieces. So as you can see, the limitation has a reason.
I am very sorry, but in your case the casino has right, and the amount what they send you is correct.
Still, there is no reason to be sad. You managed to win, so enjoy it.
About the issue, with the support, I cannot say what was wrong in your case, but we tested the Gratorama support several times before COVID-19, and they were speedy and professional. So If you experienced some troubles, we are very sorry for that, and we hope this situation is only temporary.
I hope you understand.
If you don't have any other troubles with this casino, I will close the complaint as "solved."
Public
Public
4 years ago
Translation
Please, do I really have to point out countless times, free bonus game up according to your own payout policy, POINTS ...
AND in accepted payment of Euro 965 ...
NO, I'm not kidding, and it's up to Gratorama to abide by your own Casino casino rules, which you haven't complied with ...
Please I would like to take a lawsuit, cost whatever it wants, for the sake of other players going forward ..
Your payout policy should you adhere to ..
Edited
Automatic translation:
Public
Public
4 years ago
Look Jane,
we are the 3rd party mediator. We have examined your complaint and decided you are not right. Gratorama Casino has Curacao license and if you are not satisfied with our decision you can write an email to Curacao licensing authority for free: (Here is the email - please use this complaint as a reference when you will write them) complaints@gaminglicences.com. They will much likely reject your request but that’s only my opinion. If you decide to hire a lawyer, I would do so only after contacting the licensing authority. I'm very sorry, but I believe that we analyzed the complaint and explained it correctly.
Although Jane didn’t agree with our conclusion, we decided to close this complaint as unjustified. Player can reopen the complaint anytime but must have some new information (for example a response from the gabling authority).
