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Good day

This is the Casino GRATORAMA in Curacao. I asked for a withdrawal and they confiscated everything for me because the credit card I used was not my name but my wife's name. But the card is shared with my wife and I can send a bank confirmation again, but they don't want to communicate anymore. What should I do?

Dobry den

Jedná sa o kasíno GRATORAMA v štáte Curacao. Požiadal som o výber a oni mi všetko skonfiškovali nakolko na kreditnej karte ktorú som použil nebolo moje meno ale meno mojej manželky. Ale tá karta je spoločná s mojou manželkou a viem otom poslat aj potvrdenie z banky ale oni už vôbec somnou nechcú komunikovať. Čo mám robiť?

Hello Ladislav.

Thank you very much for submitting your complaint. We are very sorry to hear about your negative experience. Have you informed the casino about this fact? Could you provide us with the proof you have mentioned?

Yes, I share the card with my wife and the card belongs to me. I can prove it and send confirmation from the bank, but casino gratorama no longer wants me to communicate

Ano zdielam kartu zo svojou manželkou a tak isto mi tá karta patrí. Viem to aj dokázať a poslať potvrdenie z banky ale casino gratorama už somnou nechce komunikovať

Hello Ladislav.

Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

Well thank you. I am waiting

Dakujem. Ja čakám

What is going on ? Why nobody answers

Čo sa deje ? Prečo nikto neodpovedá

Hello Ladislav.

We are going to contact them and find out why they are not respoding. 

Hello Ladislav. 

Gratorama Casino is experiencing difficulties in responding to your complaint. This is their response: 


Dear Ladislav,

We would like to first apologize for the delay. 

Please note that a response was sent to Casino Guru, however it was not published on their end. 

We would reply here once again. 

Before we go into further details of your case, we would like to emphasize on the fact that decisions to cut winnings are taken very seriously, and accounts are subject to a thorough review .

In your case, this investigation showed that you have used a Credit Card that was not on your name which is a serious breach of our Terms and Conditions which you accepted when registering in the Casino.  

You may check the User Agreement Terms and Conditions from the link below: 

https://www.winorama.com/user-agreement/useragreement.html

"Winorama reserves the right, in its sole discretion, to void any winnings and confiscate any balance in your account for any of the following circumstances:

If the name on your account does not match the name on the credit card(s) used to make purchases for your account."

Given the sensitive nature of the case and not wanting to reveal the methodologies of our investigations, we will not be giving further details on this public forum.

You may however contact us directly at support@gratorama.com and we would gladly answer all your questions. 

We are looking forward to your reply. 

Kind regards, 

Gratorama.com Team

Ladislav, do you have any relevant proof that this card is on both of your names? Because, what you have send us trough the email didn't prove your statement. 

Yes, I can send proof that the card is also in my name. I can send confirmation from the bank

Ano viem poslat dôkaz otom že karta je aj na mojom mene. Viem poslať potvrdenie z banky

And such a response I sent to the casino gratorama but they do not communicate with somebody. And I have a confirmation from the bank that the card also belongs to me. What should I do ?

A takúto odpoveď som poslal aj kasínu gratorama ale oni somnou nekomunikujú. A ja mám potvrdenie z banky že karta mi tak isto patrí. Čo mám robiť ?

Dear Gratorama Team.

Could you provide us with statement about fact the player has mentioned? 

Dear Mr. Ladislav,

Thank you for explaining this case!

In order to assist you and complete this process, please send us the necessary documents to the following email address:

accounting@winorama.com

Thank you for your understanding!

Regards,

Tony

Vážený pane Ladislave,

Děkujeme za vysvětlení tohoto případu!

Abychom vám mohli pomoct a dokončit tento proces, zašlete nám prosím potřebné dokumenty na následující e-mailovou adresu:

accounting@winorama.com

Děkujeme za pochopení!

S pozdravem,

Tony

Dear Ladislav, 

Thank you for raising your concerns. 

Whilst we understand that loosing your winnings might be frustrating, we have to abide by our Terms and Conditions which do not allow the usage of a credit card that is not on the account holder's name.

Please note that there is no evidence that the card in question is used by both your wife and you and to prove this, we would request some documents.

We would kindly ask you to directly  send an email to support@gratorama.com, and we would gladly review the case once again.

So far, there is no unanswered email in the Support mailbox but in Gratorama.com we welcome any customer feedback as we strive to improve the services for our customers. 

That is why we would like to apologize for any inconvenience caused and to urge you to directly contact us on the above email address.

Thank you for your cooperation. 

Kind Regards, 

Gratorama.com Team

I have written an email to support@gratorama.com asking me to review my case again and am willing to send all the documents they will ask me to do. Just let me tell you what documents to send them. I'll be waiting for their answer. And then I will also inform the casino guru of my case.

Napisal som email na support@gratorama.com kde žiadam o znovu preskumanie môjho prípadu a som ochotný poslať všetky dokumenty ktoré odo mňa budú žiadať. Len nech mi napíšu že aké dokumenty im mám poslať. Budem čakať na ich odpoveď. A následne budem informovať aj kasíno guru o mojom prípade. 

Hello Ladislav. 

We are extending the timer by 7 days. Please, let us know if there is any new info about your case. 

I will keep you informed of everything. Thank you for your help

Budem Vás o všetkom informovať. Dakujem vám za pomoc

I sent confirmation from my bank to accounting@winorama.com to Mr. Anthony Green. I'm waiting for his reaction. I also sent an email to support@gratorama.com but there I received a negative response from Michael that nothing would change on my part. Nor were they interested in my confirmation from the bank.

Poslal som potvrdenie z mojej banky na email accounting@winorama.com pánovi Anthony Green. Čakám na jeho reakciu. Poslal som email aj na support@gratorama.com ale tam som dostal zápornú odpoveď od Michaela že na mojom prípade sa z ich strany nič nezmení. Nemali záujem ani o moje potvrdenie z banky.

Hello Ladislav.

Is there any new info about your case? 

Nothing yet. I received an email from asibe@winorama.com that they received my confirmation from the bank and moved it for review and that they would inform me how they would proceed. Just waiting and waiting

Zatial nič. dostal som email od asibe@winorama.com že moje potvrdenie z banky obdržali a posunuli na kontrolu a že ma budú informovať ako budú postupovať ďalej. Len čakám a čakám

I got an answer. That they did not accept my objection. I have an account, but prenich apparently is not enough. I turned to my lawyer who would send the whole thing to a European court.

Dostal som odpoveď. Že moju námietku neuznali. Ja z účtom disponujem ale prenich to zrejme nestačí. Obrátil som sa na svojho právnika ktorý celý pošle na európsky súd.

Thank you to Casino Guru for your help and I wish you every success.

Kasínu Guru ďakujem za pomoc a prajem Vám veľa úspechov.

Hello Ladislav,

 we are sorry about your situation. Could you provide us with the confirmation from the bank, please? We will mark it as sensitive information (it won't be visible for public) and we will evaluate it on our own. If you have relevant proof we can't see any reason of not accepting this fact. 

Send me an email address and I'll send it to you

Pošlite mi email adresu a ja vám to pošlem

My email adress is jozef.k@casino.guru. Thank you.

I sent you a confirmation. Did you receive it?

Poslal som Vám potvrdenie. Obdržali ste ho ?

Helo.

Ladislav, thank you for providing the proofs.

Dear Gratorama Casino.

We have evaluated the player's proofs and it is relevant. Could you provide us with the statement why it has been declined?

We were informed by Ladislav that the casino decided to pay his winnings. We will now mark it as 'resolved' in our system.