Guts Casino - My withdrawal is missing, casino claims that I have rolled back my funds?!

RESOLVED
Codie Shanahan Australia
posted on April 23, 2015.

I make a deposit of 25 dollars and play cricket stars and playing along I get it upto 400 and odd dollars I keep playing until it gets down to $340 i exit the game and make a withdrawal i then leave the casino as i have to go run some personal erends i get home at 2 am and decide I am going to log on and make another deposit unfortunately i keep getting the message your account is logged in elsewhere i continue to log in and continue to try and about an hour later I am finally able to log in and it logs me in and out for about 15 minutes once it stopped logging me out I make another deposit of 40 dollars at 3.18am and continue to my game I play the funds not winning much I then go to live chat to reverse my withdrawal to be told I have already done so twice I ask a couple of questions about it and why I could not log in for a hole hour or so and am told that it must be an old session I then try to log in again and get this message (attached file) I tell him that I still can't log in and he sais I see that you have entered the wrong password a couple of times i also ask what i can do about the missing $340, my phone then goes dead so I put it on charge and try re contacting them and now live chat won't work, I have also emailed them about that and the dispute but have gotten no reply.

posted on April 24, 2015.

Dear codie.shanahan,

Could you be so kind and send me your username to [email protected] and I will have a closer look at your account right away.

Kind regards,
Tony
Head of Customer Operations
Guts.com

Codie Shanahan Australia
posted on April 24, 2015.

Hi tony I have emailed my username: codie2320 to [email protected]

posted on April 27, 2015.

Hi again,

I have had a look at the players chat history and history in general.

23/04/2015 16:03:32 GMT player requested a withdrawal of 340 AUD, which was rolled back 23/04/2015 16:20:34 using our livechat. The request to have the withdrawal canceled was made while being logged into the account.

23/04/2015 17:10:31 GMT, a new withdrawal of 120 AUD was requested, which was rolled back 23/04/2015 17:33:34. The request to have the withdrawal canceled was made while being logged into the account.

Between the request of the second withdrawal requested time and rollback time there was also a deposit to the players account at 23/04/2015 17:17:35 GMT.

The player mentioned that when he tried to login but got a message that there is already an active session open a login occurred from another place. At this point he was suggested to change the password on his account. The link to change the password was done at 23/04/2015 20:49:01 when he contacted our customer support. I would like to point out that the password had not been changed according to our logs prior to this.

According to our logs the first and the second withdrawal was also rolled back from the same IP as they were requested from.

Looking at these circumstances there might be a possibility that a 3rd party managed to get access to your login details. I would like to point out that It is extremely important to use secure connections when using our site. Public internet connection will always be risky.

Kind regards,
Tony

Codie Shanahan Australia
posted on April 27, 2015.

I was unable to change my password due to the link having to many redirects as i told via email to guts support i was told to close my browser and try again soon

posted on April 30, 2015.

Hi again,

The request via email came in at 22:36 CET and the password was changed by you at: 00:41:35 CET.

The message you sent a screenshot of shows up when you are logged in on the mobile and there is a login from another device. A new login from the mobile device would have likewise terminated the other login session.

From our logs I can see that there has been multiple login attempts, but these failed due to incorrect password. However as I stated in my previous message the password had not been changed before the request by you at 00:41:35 CET.

Unfortunately we are not able to refund the amounts that had been rolled back during this unfortunate event.

Kind regards,
Tony

AskGamblers
posted on May 4, 2015.

Based on the explanations and evidence provided from Guts Casino management we consider this case as Resolved.

The case is now officially closed.