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I am writing to request urgent clarification regarding my account, which is currently blocked without any official communication.

On September 21st, I made a deposit of about €300 in USDT (crypto) at the casino. That same day, I played Crazy Time, winning a total of about €4,000.

I subsequently requested a withdrawal and was asked to complete the KYC process. I submitted all the required documents and photos, following your instructions correctly.

Since then, however, I have received no response from support and my account has been blocked without explanation, preventing me from accessing and withdrawing funds.

I would like to underline that:

I have complied with all the rules and terms of your casino

I have completed the KYC as required

I was not given any written reason for the account blocking.

I therefore ask you for an immediate and formal response, with:

The reason for blocking my account

KYC Verification Status

Thank you

vi scrivo per richiedere chiarimenti urgenti riguardo al mio account, che risulta attualmente bloccato senza alcuna comunicazione ufficiale.

In data 21 settembre ho effettuato un deposito di circa 300 in USDT (crypto) sul casinò. Durante la stessa giornata ho giocato a Crazy Time, ottenendo una vincita totale di circa 4.000€.

Successivamente ho richiesto il prelievo e mi è stato chiesto di completare la procedura KYC. Ho inviato tutti i documenti e le foto richieste, seguendo correttamente le vostre istruzioni.

Da quel momento, però, non ho più ricevuto alcuna risposta dal supporto e il mio account è stato bloccato senza spiegazioni, impedendomi l’accesso e il prelievo dei fondi.

Desidero sottolineare che:

Ho rispettato tutte le regole e i termini del vostro casinò

Ho completato il KYC come richiesto

Non mi è stata fornita alcuna motivazione scritta per il blocco dell’account

Vi chiedo pertanto una risposta immediata e formale, con:

La motivazione del blocco del mio account

Lo stato della verifica KYC

grazie

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamegram Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents were requested from you? Which documents have you provided, and in which format?
• Were you able to reach live chat support? Could you please share with me the most recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

hello hello,

Contact regarding my account, which has been blocked since September 22, 2025.

Since that date, unfortunately, I have not received any communications or updates on the status of my account. On December 23, 2025, I submitted all the required documentation for identity verification (KYC), namely:

copy of passport,

selfie with passport,

sheet with the words "Gamegram 2024", as requested by them.

I would also like to point out that I have reached a balance of approximately €4,000 without taking advantage of any bonuses.

I'm currently unable to access my account. The system prompts me to contact support, but unfortunately I haven't received a response to my emails yet. Therefore, it's unclear whether my account is actually blocked, and if so, why.

I kindly ask you to:

confirm the current status of my account;

please tell me any reasons for the block;

Please let me know if the KYC documentation submitted is complete and correct or if further steps are required.

I look forward to hearing from you and thank you in advance for your attention and cooperation.

ciao salve,

contatto in merito al mio account, che risulta bloccato dal giorno 22 settembre 2025.

Da tale data, purtroppo, non ho più ricevuto alcuna comunicazione o aggiornamento sullo stato del mio account. In data 23 dicembre 2025 ho inviato tutta la documentazione richiesta per la verifica dell’identità (KYC), ovvero:

copia del passaporto,

selfie con il passaporto,

foglio con la dicitura "Gamegram 2024", come da loro richiesto.

Preciso inoltre di aver raggiunto un saldo di circa 4.000 € senza usufruire di alcun bonus.

Attualmente non riesco ad accedere al mio account: il sistema mi invita a contattare l’assistenza, ma purtroppo non ho ancora ricevuto risposta alle e-mail inviate. Per questo motivo non mi è chiaro se l’account sia effettivamente bloccato e, nel caso lo fosse, per quale motivo specifico.

chiedo gentilmente di:

confermarmi lo stato attuale del mio account;

indicarmi le eventuali ragioni del blocco;

segnalarmi se la documentazione KYC inviata è completa e corretta o se sono necessari ulteriori passaggi.

Resto in attesa di un vostro cortese riscontro e vi ringrazio anticipatamente per l’attenzione e la collaborazione.

Hello Radosavljevic,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the detailed explanation of the situation.

Kindly share any evidence of the incident, such as a screenshot of your blocked account and the most recent communication between you and the casino regarding the verification requirements.

Send the information to my email at tomas@casino.guru for review.

I apologize for the inconvenience.

Hi, I sent it as you requested to the email. Thanks, regards.

ciao o inviato come da voi richiesto all e-mail grazie saluti

Dear Radosavljevic,

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gamegram Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gamegram Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Hi Romania

We have sent email on Jan 27 and today again. Can you pls check if you recived email from us

Dear Gamegram Casino,

Let me introduce myself again:

My name is Romi. Thank you for replying to the complaints thread, which is essential to do so the case could be moved forward.

I would appreciate it if you could provide me with the documents I kindly asked from you in my email.

I appreciate your cooperation.

Respectfully,

Romi

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.

Hi Romi, We did reply pls check you email

Thank you, dear Gamegram Casino.

Please check the email I have sent to you.

Best regards,

Romi

Thank you, dear Gamegram Casino, for all the provided evidence.

Dear user,

Unfortunately, we have to reject this complaint of yours, as we have received the evidence from the casino, which shows a violation of the main rules, which are common at most online casinos and do not allow having multiple accounts.

Please know that we won't be able to help in any such cases now nor in the future.

Respectfully,

Romi