Gratorama Casino - Spelaren kämpar för att dra tillbaka sina vinster.

I try to withdraw but tells me that: Sorry, it is not possible to cash out the winnings until all the wagering requirements have been met. Please refer to the Withdrawal Policy for more information or to contact us.

I also played with my money. I'm waiting but none of the email is answered.

cerco di prelevare ma mi dice che: Siamo spiacenti, ma non è possibile incassare le vincite prima di aver soddisfatto tutti i requisiti di scommessa. Si prega di fare riferimento alla politica di Prelievo per maggiori informazioni o per contatto.

Io ho giocato anche con i soldi miei. Sto aspettando ma a nessuna dell email mi viene data risposta.

Dear Luigi,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Could you please clarify if you have activated any bonus when depositing funds in to your account? I have checked terms and conditions, and this is what I found:

1)      If you have accumulated your winnings with an active bonus:

"In the interest of fair gaming, in order to cash out any amount of money, you must wager at least forty (40) times your bonus unless otherwise stipulated in writing by an approved representative of Gratorama."

2)      If you have played without an active bonus:

"Our expectation is that our members will deposit in order to actively play with their own funds. On accounts where this does not seem to be the case, we reserve the right to enforce a wagering amount on your deposited funds, before allowing any withdrawal from said account. This wagering amount will be a multiplication of the total deposited funds, which we will specify depending on the case. We reserve the right to require this wagering to be performed in specific games, and to exclude certain low risk bets or game types, at our discretion."

Please let us know if this advice was helpful and advise if a bonus has been active. Looking forward to hearing from you.

Best regards,

Petronela

Yes I have used both the bonuses and my balance, but I have played a lot of times, now I should withdraw and close the account but I cannot conclude any operation

Si ho sfruttato sia i bonus e sia il mio saldo, ma ho giocato moltissime volte, ora dovrei prelevare e chiudere il conto ma non riesco a concludere nessuna operazione

Thank you, Luigi, for your quick reply. It seems as you didn’t complete wagering requirements. Which exact bonus you have played? Please forward me a link. Is there any section in your casino account with active or used bonuses? You could forward me a screenshot too. Thank you.

I played them all at the end to bring the bill to € 0. Now I would like to know how to close the game account, since I can't find the dedicated section, how do I do it?

gli ho giocati tutti alla fine per portare il conto a 0€. Ora vorrei sapere come fare per chiudere il conto gioco, visto che non trovo la sezione dedicata, come faccio?

Dear Luigi,

I’m very sorry to hear that you have lost your winnings. If you wish to close your account, please send an email to casino support support@gratorama.com. In the email, specify clearly, your user name, reason why you wish to close your account and a period for how long you wish to do it for.

I have checked Responsible Gaming section, and this is what I found:

"Self-Exclusion

Should you become concerned about your gambling behaviour, you can request a period of self-exclusion ("temporary blocked access") by sending an email to our Support Team. Your account will be blocked for the requested time period - whether a week, a month, or any other specified length of time. You may call our Support Team to re-activate your account once the self-exclusion period has ended. 

During this period, any attempt to open a new account will be blocked upon detection and the request for temporary blocked access will become irrevocable. We reserve the right at our own sole discretion to withhold all deposited and related monies in relation to such accounts."

Please let us know if this advice was helpful. Thank you in advance.

Dear Luigi,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.