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Closed account with all winnings for playing network tournaments


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Von Grindan
vor 6 Monaten
Hello! Gama casino closed account because i played network tournaments. The reason they sent me at e-mail:
You used a strategy to gain an unfair advantage.
So i played network (not even from casino!!) tournaments where prizes gives provider, not even casino! I didnt you bonuses or else, just played slots.
The full letter:
Hello, Alas. the client

Hello!

According to the Terms and Conditions of our casino, the site Administration has the right to monitor all transactions and logs at its discretion and at any time. If the fact of unfair play, abuse of bonuses by the player or other violation of the Rules is revealed, the Administration has the right to review and cancel the winnings received.

When checking your account, it was found that you have violated the rules of our casino, namely: you have used a strategy to gain an unfair advantage, which will result in your winnings being reset and your account being blocked.

Any attempts to gain an unfair advantage are strictly prohibited, regardless of whether such methods are explicitly mentioned in the rules or not. Any activity aimed at gaining an unfair advantage, even if it does not appear to be a violation of the rules when strictly interpreted due to the imperfections of the rules or software, is also prohibited. If you have any questions or concerns, please contact our support team.

Thank you
Unseriöses Casino Gama Casino
Betrag руб.18000

Diskussion

User name

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Gama Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

User name

Dear Gama Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

User name loyalty-level-2
Well, you didnt say something new. Because as ia said - i played network promo. And provider paid me winnings. Not you. You just want to embezzle money for yourself. Even my last deposit.
So i kindly ask for askgambling administration to judge us about this sittuation, because i dont agree with such money steal from casino.
Best regards
User name
Hello,

Based on the results of the conducted investigation, we confirm that your account demonstrated activity that breaches the project’s regulations and fair-play standards. It was determined that an unfair advantage was obtained during a provider’s tournament event, which affected the winnings.

In accordance with our Terms and Conditions, such actions represent a violation. Therefore, the withdrawal cannot be processed and the winnings have been annulled.

We understand your reaction; however, we must strictly follow the established rules to maintain fairness for all users.

Should it be required, the relevant confirmation can be provided to the forum administration.

Best regards,
Gama Casino Team!

Gama Casino Beschwerde-Statistik

Gelöst 3 / 4
Durchschn. Betrag $228
Durchschn. Dauer N/A
Durchschn. Antwortzeit N/A
Refund denial

My name < first name removed >. Based in republic of Belarus. I am writing to formally complain about Gama Casino, operating under your jurisdiction.


Facts of the case:


1. On 04.03.2026, I made a deposit of 48.162033 TRX (cryptocurrency) to my Gama Casino account.

Transaction Hash: d982e2078b08884bf02e29661077de1ae572acf31ac0577d2fab4b8342d70cde.

2. Immediately after the deposit, I was unable to access the service (slot games). The website displayed an error: "wrong currency". This error persists to this day (13.03.2026).

3. I contacted customer support on the same day (04.03). They promised a fix within 24 hours. I contacted them again on 05.03, 06.03, 09.03, and 13.03. Each time, I received the same: "Wait, it's a regional issue, the technical department is working on it."

4. Starting from 05.03, I stopped asking them to fix the game. I explicitly asked them to return my deposit, because the service is not being provided. Support ignored these requests.

5. On 13.03.2026, after I directly asked why they refuse to return my money, the support agent forcibly closed the chat without answering my question and without resolving the issue (screenshots attached).

6. According to Gama Casino's own Terms and Conditions (clause 27.5) , which I have attached:

"If you do not receive a response from us to your complaint or notification, or if, in your opinion, the problem has not yet been resolved, you can file a complaint with the licensing and supervision organization by contacting [email protected]."


I am following this instruction.


My demand:

I demand the immediate return of my full deposit (48.162033 TRX) to the original wallet address: TZFPYUxpnMcfxGanyCmCDxXQj9aQi1C8v6


Attachments:


1. Screenshot of the "wrong currency" error.

2. Screenshots of the entire chat history with support (including the forcibly closed chat).

3. Screenshot of clause 27.5 from the casino's rules, showing the complaint email.


I await your intervention to resolve this matter.

Status solved Gelöst
$14
Gama Casino ignored self exclusion request
Dear AskGamblers team,

I would like to file a complaint against Gama Casino (operated by Fun Fusion N.V., license case OGL/2024/750/0202).

Timeline of events:

14 January 2026 – I contacted Gama Casino support and explicitly asked to block my account, stating that gambling was causing me moral suffering and that I could not control my actions. This was a clear request for self-exclusion due to gambling harm.

21 January 2026 – A support agent confirmed that my account would be blocked within 48 hours. I specified the period – 3 years. The block never happened. My account remained active.

2 February 2026 – Another manager (Vladimir) contacted me with bonuses and an offer to install an app, even though I had already requested a block. When asked for the reason, I explicitly replied: “ludomania” (gambling addiction).

3 March 2026 – I logged in again, deposited, and lost 1919.22 BYN (approximately 665 USD). The deposit was made on a date when my account should have already been blocked for over a month.

3 March 2026 – After the loss, I contacted support again, demanding a block and a refund. Only then did the casino immediately block my account – but refused to refund the money, citing “project rules.”

Important: I never asked to cancel the self-exclusion. I simply was never blocked in time.

In private communication, the casino still refuses to provide the exact blocking date and avoids answering whether I had access after my two requests (January and February).

Their own rules were violated:
— Their Responsible Gaming Policy states: self-exclusion requests must be processed within 24 hours. In reality, the block happened only after one and a half months, after my third request, and after I had already lost money.
— Their policy prohibits offering bonuses to players showing signs of problem gambling. In February, knowing about my block request, they offered me bonuses and an app.
— Their policy states that a player who explicitly mentions moral suffering and ludomania must be protected. This was ignored in both January and February.
— Their own employee gave a written promise to block within 48 hours. That promise was broken.

Attached screenshots:

1. Screenshot 1 – My request to block the account on 14 January 2026, mentioning moral suffering.
2. Screenshot 2 – Casino's response on 21 January 2026: promise to block within 48 hours, 3-year period confirmed.
3. Screenshot 3 – Conversation with manager Vladimir on 2 February 2026: he offers bonuses, I remind about blocking and explicitly state “ludomania”.
4. Screenshot 4 – Deposit history showing the loss of 1919.22 BYN on 3 March 2026.
5. Screenshot 5 – Casino's final response: account blocked after my third request, but refund refused.
6. Screenshot 6 – Their own Responsible Gaming Policy: 24-hour deadline for self-exclusion.

My requests:
1. Full refund of 1919.22 BYN (≈ 665 USD) – the amount lost after the promised block deadline.
2. Confirmation that my account ([email protected]) is permanently blocked with no possibility of reopening.
3. Acknowledgment that the casino violated its own self-exclusion procedure.

Thank you for your help.
Status solved Gelöst
$665