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Hi, I made a deposit to the casino with the welcome bonus and I won 3000€. The casino has not responded to my inquiries relating to the continuous rejection of my withdrawal for a week now. I've done the necessary KYC procedures and yet, the casino isn't paying out my winnings.

Hei, tein kasinolle talletuksen tervetuliaisbonukseen ja voitin 3000€. Kasino ei ole viikkoon vastannut yhteydenottoon joka liittyy kotiutuksen jatkuvaan hylkäämiseen. Olen tehnyt tarvittavat KYC menettelyt ja silti kasino ei maksa rahoja.

Dear thecodguya,

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 how many withdrawal requests were rejected?
• Have you tried requesting a withdrawal via an alternative withdrawal method?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Ill attach screenshots of deposits and withdrawal trys down here.

Ill also send you emails between me and gama to your email.

Im curious why casino wants my bank card details becouse I have not made deposit with bank card.

I sent them this screenshot fro my skrill account and got no response.

Hello!

Unfortunately, your withdrawals do not go through due to lack of verification. At the moment you only need to verify your payment method.

To verify your payment method, please:

- Upload a screenshot, where the details and your full name will be visible;

- If you have a personalised card, upload a photo of both sides of the card (CVV code must be closed).

Why do I have to send my credit card information when I haven't made a deposit and I'm not withdrawing to my credit card?

I have verified my Skrill account.

Miksi minun täytyy lähettää luottokorttini tiedot kun en ole tallettanut enkä kotiuttamassa luottokortilleni?

Olen vahvistanut skrill tilini.

Hello everyone,

Thank you both for your replies.

thecodguya, do I understand correctly that you only used one deposit method (Skrill) and received confirmation from the casino that it has been verified? Also, do I understand correctly based on your withdrawal history that you are trying to withdraw your winnings via bank transfer (not Skrill)?

In order to withdraw funds you need to verify your skrill wallet. After successful verification you will be able to withdraw funds using this wallet.  

You can upload a verification photo to any block in the "Verification" section.

I sent you a screenshot of my Skrill account.

lähetin skrill tilistäni näyttökuvan teille.

To complete the skrill wallet verification, please upload another screenshot of your account showing your full name and account number/email.

I put a screenshot of my Skrill profile that contains the information you requested.

Laitoin skrill profiilistani näyttökuvan joka sisältää pyytämänne tiedot.

Dear Gama Casino Team,

Could you please review the document and advise if any other documents are required?

Hello casinoguru, my withdrawals have successfully started coming!

Hei casinoguru, kotiutukseni ovat onnistuneesti lähtenyt tulemaan!

I am happy to hear that! I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Thank you!

thecodguya has been successfully verified and is already withdrawing according to his account limits

Dear thecodguya,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello casinoguru, the complaint can be dismissed because the matter has been resolved and I am about to withdraw my money!

Hei casinoguru, valituksen voi hylätä sillä asia on ratkennut ja olen kotiuttamassa rahojani!

Dear thecodguya,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru