Gamegram Casino - Das Konto des Spielers wurde ohne Erklärung geschlossen.

Hello, my name is Kienzo R***.

A few days ago, on April 22, 2025, I played at the Gamegram casino.

While playing, I won 3 Ethereum (around €4,500), and I attempted to withdraw my winnings. However, the withdrawal was unsuccessful.

I contacted customer support, and they asked me to send my documents for verification. I provided all the requested documents, and they confirmed everything was in order and that my account would be verified.

Shortly after, I received an email informing me that my account had been permanently blocked due to an alleged violation of the rules.

I was not told which rules I supposedly violated, so I sent a follow-up email asking for clarification. However, I never received any further response or support.

For this reason, I am reaching out to Casino Guru in hopes that you can help me resolve this issue.

Thank you very much.

Dear Kienzo,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina,

I played mostly in the live casino section. As for account verification, I initially entered my email and received confirmation. After that I was able to play normally. When I attempted to make a withdrawal, I sent all the required documents to complete the verification, as indicated by the instructions. As for winnings, I did not activate any bonuses or promotions: I played exclusively with my personal funds

Thank you.

Ciao kristina,

Ho giocato principalmente nella sezione del casinò live. Per quanto riguarda la verifica dell’account, inizialmente ho inserito la mia email e ho ricevuto conferma. Dopo di che ho potuto giocare normalmente. Quando ho tentato di effettuare un prelievo, ho inviato tutti i documenti richiesti per completare la verifica, come indicato dalle istruzioni. Per quanto riguarda le vincite, non ho attivato alcun bonus o promozione: ho giocato esclusivamente con i miei fondi personali

Grazie.

Thank you very much for your reply, Kienzo. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They requested my documents, which I sent. Shortly after, they informed me that my account was blocked for violating the law.

I asked for an explanation about the violation, but never received a response.

Thank you

Hanno richiesto i miei documenti, che ho inviato. Poco dopo, mi hanno comunicato che il mio account è stato bloccato per violazione della legge.

Ho chiesto spiegazioni sulla violazione, ma non ho mai ricevuto risposta.

Grazie

Thank you very much, Kienzo, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Kienzo!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Kienzo, can you, please, send me documents that you have submitted for the verification? My e-mail is pavel.k@casino.guru.

HI,

check your email I sent

thanks regards

Ciao,

controllate la vostra e-mail ho mandato

grazie saluti

Hey, thank you, I have received it! I am now waiting for the casino's response.

Kienzo, we have received information and proof showing that you have provided false date of birth in the casino. Do you have any explanation for it?

Hi, it can't be a fake birth date. I sent my document with my face visible and the date is correct: 08/17/2005.

Ciao, non può trattarsi di una data di nascita falsa. Ho inviato il mio documento con il mio volto visibile e la data riportata è corretta: 17/08/2005.

Well, the birth date in the casino account is different than in the document.

It could have been a mistake on my part, maybe I entered the wrong date by mistake. However, the correct date is clearly indicated in my document.

Potrebbe essere stato un errore da parte mia, forse ho inserito la data sbagliata per sbaglio. Tuttavia, la data corretta è indicata chiaramente nel mio documento.

Kienzo, if you would have made a mistake with only one number, I would understand, but filling out completely different birth date is providing fake information, unfortunately. In cases like these we cannot help player, therefore, I must reject your complaint.