Guts Casino refuse to pay me €5000 or refund my deposit

RESOLVED
posted on June 22, 2015.

I already been in touch with the casino in other place but due to their connection i suspect they ignore my issue and leave me behind with alot of money in the hole.

Story goes :

I bought Ukash vouchers online from one merchant, then for fe days ago i deposited to guts, i lost pretty large sums (like 1 bonus in 800spins for 5x) and i asked for 3500euro withdraw, next day i received my withdraw and tried to chase my losesses, i ended up depositing €21K worth of deposit, then i won 3000euro plus 500euro good will bonus that made me go up to 5000euro, i withdrew this and waited few hours and suddenly my account was blocked.

The rep saying my Ukash was in Norwegian kroner and the their payment system had error, my account at guts is EURO and always had been euro ad my ukash is EURO so it dosent make sense to me that they blocked my acount for this reason. The rep saying if Ukash saying this is EURO they will release my withdraw but they see this as Norwegian Ukash, i then told them that if they block my withdraw and deposit after sending them all they need, they can refund my orginal deposit of €21K and im happy with it.

I have sent the actual voucher and my transaction of my bank that showing my receipt of the Ukash.


I either want my account re opened and my €5000 withdraw prossesed asap or refund of my deposit and keep my account blocked if they wish so.

they have ignored totally my issue and keeping my withdraw (and my deposit!!), i dont know where to complain, i hope ask gambler help me with this one.

I also contacted norwegian media to make a case of this since they totally trying to frame me.

posted on June 23, 2015.

Hi AskGamblers,

Ukash confirmed that these vouchers that was used on Guts.com was issued in NOK, and each voucher were worth 1500kr each. When the deposit was made the player selected NOK as currency and typed in 1500 NOK as voucher value and 1500€ in the deposit amount field, which then triggered a 1500 EUR credit to his Guts.com account for each deposit he did.

While the original total value of the vouchers was 22500 NOK, around €2542.71, his account was credited with 22500 EUR. Due to this error he already made a successful withdrawal of 3500 EUR on the 2 first deposits that was valued at 1500kr + 1500kr, but got credited as 1500 EUR + 1500 EUR to your account. When considering the bet amount and coin value based on the the 3000 credit he received, the win would then have been 3500 credit. If we would do the conversion back the same way as the deposits was made the withdrawal amount would have been 3500NOK and not 3500EUR

The customer had previously made deposit with 1500kr voucher and which was credited 1500kr to his account, and during this deposits there was no log of a complaint of the credited amount being in NOK rather than EUR.

Kind regards,
Tony

AskGamblers
posted on June 27, 2015.

@reza57,
Is this complaint resolved, can we close it? Thank you.

AskGamblers
posted on July 1, 2015.

@reza57,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

AskGamblers
posted on July 1, 2015.

This complaint has been open upon player's request.

posted on July 1, 2015.

Sorry for delay in response, i have not be able to be online.

I have not received my money or refund, i thought the case was resolved but no.

I am still waiting for my withdraw or refund of my deposit. Ukash have not contacted me or Guts. i dont know what to write more as i already writed by problem and guts says whole another story.

If they can send me back my deposit i am fine and i can move forward with my life but i will definitleey not touch anythime soon with this chaos.

Guts: you have my email, can you please sort this asap? I have waited long enough!!!

posted on July 2, 2015.

Dear Reza57,

From our end we have provided all the information that we can including the investigation that Ukash provided us within the email that was sent you 12th of June.

The vouchers value and currency that you used on Guts.com was confirmed by Ukash to be NOK. Due to the technical error these however got credited incorrectly to your account in EUR for the same value.

As an example which is not related to your account but to give a better picture; a 100NOK voucher would have been credited as 100€ to the account.

Unfortunately as I have mentioned we are not able to process the withdrawal due to the above mentioned reasons.

As I also mentioned to you, I strongly advice that you are in contact with the reseller of these vouchers if they have been charged in EUR from your account when purchasing NOK vouchers. Alternatively you can try and dispute the purchases with your bank.

Kind regards,
Tony

AskGamblers
posted on July 6, 2015.

@reza57,
Is this complaint resolved, can we close it? Thank you.

AskGamblers
posted on July 10, 2015.

@reza57,
It's a nice practice to confirm if your complaint is resolved or not, thank you.