Gamegram Casino - Das Spielerkonto wurde geschlossen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Euuu,

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 pass the 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 resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Hi, I played at a live casino with Black Jack and I didn't have any active bonuses. I registered a couple of days ago and spent something. After that, I recovered with a small profit. They made me withdraw after another day. I spent that money, €1,300, and after that, I won. They asked me for my KYC. I did everything according to their requests. After a few days, they blocked my account with my money inside.

Ciao o giocato su casino live black jack non avevo nessun bonus attivo allora io mi ero registrato un paio di giorni fa avevo speso qualcosa dopo o recupero con un piccolo guadagno mi hanno fatto prelevare dopo un altro giorno che o speso quei soldi 1.300€ e dopo o. Vinto mi hanno chesto la kyc o fatto tutto su loro richeste dopo qualche giorno mi hanno bloccato il account con dentro miei soldi

Dear Euuu, thank you for your response. Have you reached out to the casino in relation to this issue? Have they provided any explanation?

If so, could you please share your correspondence? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Dear Euuu, thank you for your response. Could you please confirm which documents have you submitted for the verification process?

Additionally, have you submitted all the required information truthfully during registration?

Thank you in advance for your reply.

Best regards,

Attila G.

To do the KYC they asked me to put my document, write a sheet of paper that I want to do the KYC and take selfies or did I do everything they asked me to do?

Mi hanno chiesto per effettuare il kyc mettere mio documento scrivere un foglio di carta che voglio fare il kyc e fate selfi o fatto tutto su quello che mi hanno richesto

Dear Euuu,

Thank you very much for your reply. I am truly sorry, but I am not sure I understood correctly.

Which documents were approved and which were not, to your knowledge?

Are there any documents in your account that are currently pending verification?

Has the casino indicated that there might be a problem with approving specific documents?

Thank you in advance for your response.

Hi, I wanted to make a withdrawal but they told me to make a withdrawal you have to do the KYC, they sent me the email how to do the KYC, put my documents, my ID card and take a selfie with the document in my hand, then take another selfie with the sheet of paper in my hand with the writing casinogamegram 2025, I did all this, after I finished they told me that they are blocking my account, they didn't give me the reason

Ciao o volevo fare il prelievo ma mi hanno detto per fare il prelievo devi fare il kyc mi hanno mandato la email come fare il kyc mettere miei documenti carta di indenita e fare un selfie con il documento in mano dopo fare un altro selfie con il foglio a mano com scritto casinogamegram 2025 o fatto tutto questo dopo che o finito mi hanno detto cge mi bloccano il account la ragione non me la hanno data

Dear Euuu,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Gamegram Casino representative to join this conversation.

Dear Gamegram Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora please kindly check your email from gamegram

Dear Gamegram Casino,

I confirm that I have sent you an email regarding this matter.

We would like to ask the casino 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’ which may negatively affect its rating.

Dear Gamegram Casino,

Thank you for your email. I confirm that I have replied and am awaiting your response.

Dear player,

Thank you for your patience throughout the investigation of this complaint.

After carefully reviewing all the information and evidence provided by the casino, we regret to inform you that we are unable to proceed further with this case.

Based on the materials received, it has been determined that there has been a breach of the casino’s terms and conditions, specifically concerning the multiple-account policy. Such rules are standard across the online gambling industry and are considered a serious violation.

Unfortunately, under these circumstances, we are forced to reject this complaint.

Please understand that Casino Guru is unable to intervene in cases where clear evidence of a terms violation has been established.

Thank you for your understanding.

Kind regards,

Barbora

Casino Guru