Guts Casino - Deposit not credited, refund declined

RESOLVED
posted on June 16, 2015.

So I tried to deposit 20.00 to guts casino because they had good reviews, and for some reason a lot of these online casinos are bogus. So when I deposited it from my prepaid visa it told me the transaction could not be processed. well that's not what the card statement said. I'm actually speaking to live chat with someone named Ola as I type this. Well i sent an email of the card statement to her as requested and Ola refused to refund my money. Even though the proof is right n front of them. So what exactly was the point of telling me to send and email if they weren't planning on doing anything... I'm not understanding the Logic in this whatsoever. Ola informed me that now I have to wait and the issue will be resolves soon. Well from my experience these emails never come.. I play a lot of online casinos. So apparently they can take your money right away, lie to you saying they cant process it thinking that people don't check their statements. If they have no problem taking it right away i don't understand the point of asking for an email so you can see proof.. and still refuse to give the money back. Sounds like fraudulent thievery to me. Stay away. Ola is now ignoring me because i pointed these facts out.

posted on June 18, 2015.

Dear cutieduxx99,

To a start with I do want to apologies for the inconvenience this have caused. As you probably understand this is not something we nor the customer wants, as the funds are in transit, meaning we not the player have received them.

A card transaction are normally ring fenced / reserved from the card as a pre-authorization. The merchant can then either claim the transaction or decline this. If the merchant claims the transaction the status will change so that its not reserved anymore and the funds are sent from your bank / card issuer to the merchant.

Even if it is rare it can happen that the transactions gets lost due to communication error between the issuer bank and the merchant. and once it does we initiate a trace on the transaction to locate it. As we mentioned in the chat, the transaction is currently being traced and I can assure you that they will be added to your account or sent back to your card once the issue has been resolved.

I will continue to push for an answer from our end and I hope to have this resolved shortly.

Kind regards,
Tony

posted on June 22, 2015.

Hi again,

From our point of view this complaint can be resolved.

The payment provider confirmed the deposit with the acquiring bank and we manage to capture the funds 2015-06-18 12:52:14, when the player received the funds on her Guts.com.

Once again, my deepest apologies for the inconvenience this may have caused you.

Kind regards,
Tony

AskGamblers
posted on June 26, 2015.

@cutieduxx99,
Is this complaint resolved, can we close it? Thank you.

AskGamblers
posted on June 29, 2015.

@cutieduxx99,
It's a nice practice to confirm if your complaint is resolved or not, thank you.