The player from Germany has deposited funds into her account from her partner’s card. Player’s account has been blocked and winnings cancelled.
Gratorama Casino - Player’s winnings have been confiscated. The complaint was rejected as the player failed to answer us.
Amount: €850
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
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Good day . I played gratorama for the first time 3 days ago. In the evening I loaded something from my partner's account into my player account. No problem, in the terms and conditions I got the comment later that after the win I violated them. However, it only said (I only played on my cell phone) that the account could be blocked due to illegal acts or money laundering. I can only find the right terms and conditions if I use the pc games. They were then sent to me via chat after everything had happened. As I said, I played 1 time because I felt like it, unfortunately my own wages weren't there yet, so I loaded up from my partner because there was no examination or complaint. She is not just anyone but my partner, so they gladly took my deposit but blocked my winnings and my account because of? I get no answer from Accounting no loan information. The support has comforted me all the time until yesterday when they told me in support that I get nothing. Please help me without a legally reasonable reason. I feel really cheated.
Automatic translation:
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4 years ago
Dear Marina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"Gratorama reserves the right, in its sole discretion, to void any winnings and confiscate any balance in your account for any of the following circumstances:
If the name on your account does not match the name on the credit card(s) used to make purchases for your account."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds with joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Petronela
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4 years ago
Translation
But accepting funds is ok? We are both entitled to the card !!! so if that's the case it shouldn't be a problem !! The one she is
my partner and I am allowed to use her card. I think that's really outrageous. And really a scam .. Where's the check on the deposit? And besides, when you play from cell phone you don't see the terms and conditions properly, that's not a mess legally
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Automatic translation:
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4 years ago
Dear Marina,
Thank you very much for your reply. Do I understand it correctly that you have deposited funds from a joint account? Are you both equal owners of the bank account?
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4 years ago
Dear Marina,
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
Translation
I have understanding but the game should know that I will speak it very badly because I have had bad experience with this thing on my part and will also publish it and of course will give bad reviews wherever possible if they are no exception.
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Automatic translation:
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4 years ago
Dear Marina,
Once again, do I understand it correctly that you have deposited funds from a joint account? Thank you.
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4 years ago
Translation
No it was not a joint account, but we are together and we pay with the card where there is still money on it. As it is in a relationship
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4 years ago
Dear Marina,
I fully understand that it’s normal for partners to use one card, but, unfortunately, what’s normal and natural in a real life, is considered to be forbidden and prohibited in the world of online casinos.
There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.
Could you please advise how much was your deposit? Maybe we could try to get a refund of your deposited funds. Thank you in advance.
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4 years ago
Dear Marina,
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
Translation
€ 25
but nobody gives me the time
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4 years ago
Thank you very much Marina for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.
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4 years ago
I would like to invite Gratorama Casino to join this case and help the player to retrieve her deposit.
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4 years ago
Unfortunately the casino hasn’t provided any answer on this case. However, I would like to ask Gratorama Casino again to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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4 years ago
Good morning Marina,
Thank you for raising that matter with us!
We are sorry for the delayed answer on our end. Due to recent huge workloads we weren't apply to reply on time but currently we will review the query in details and we will come back to you as soon as possible.
Have a great day ahead!
Regards,
Tony
Gratorama Customer Support
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4 years ago
I'm now extending the timer by 7 days so the casino collect proof and inform us about the issue.
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4 years ago
Translation
Dear Marina,
Would you please give us your username and your registered email address at Gratorama Casino so that we can check your account and your request again?
Thank you for your understanding.
Best regards
Tony
Gratorama customer service
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4 years ago
Dear Marina,
Could you please provide the requested information to the casino?
