Guts Casino - Locked out my account, refused to explain why

RESOLVED
Ehjax78 Canada
posted on October 29, 2015.

Hi I wanted to post a complaint with guts casino. I have been a player at there casino for years depositing several times weekly. I have long since verified my account with them and have since then withdrawn large amounts of money multiple times with no problem. I went to sign on the other day and my account was locked. They sent me no email verification for this and so I contacted support and they said that my account was being investigated into by security and they couldn't give me any more information. This has been almost 3 days, nothing at all sent to my email, and now the largest week in the October promo is almost over and I have only been able to deposit once before my account was locked. I wish that they would of contacted me and at least informed me of the fact my account was locked. I went from feeling like a valued customer to someone who is not worth there time and has no value. I have never done anything fraudulent so this has been a real confusing situation and I am very disappointed that I considered this casino as one of my top choices to deposit and play at. I'm just waiting to see what type of excuse they have and if they even considered the way they handled this or treated me as wrong.

posted on October 30, 2015.

Hi AskGamblers and Ehjax78

Thank you for raising this

We can confirm that our security team is currently in touch with the player and have provided an explanation as well as guidelines for the player on how to proceed from here. This is currently being handled between the customer and our security department as of earlier this morning

Kind regards
Emir

Ehjax78 Canada
posted on October 30, 2015.

Yes finally after three days, and with the promotion now complete the security department has contacted me an hour and a half ago. What I thought was funny was how the opening line of the conversation started. This email was sent to me the next day after the second time live support passed on my concern, the previous almost 2 days earlier.

Thanks for getting in touch. We apologise for not contacting you sooner but unfortunately we needed you to make contact with us before we could begin to explain things.

I don't quite understand this statement considering I have contacted online support about 3 times to try to follow up and get a response from guts casino what this issue is about. Anyways it was good that they just shut down my account when Its regarding a prepaid visa which I have been using these types of cards for years. There is nothing that could strange about transactions from this card because they all come from the same provider. I purchase them, the card is verified and then I deposit. Theres nothing much else that can go on in these transactions. But I guess after the casino has accepted thousands of dollars from this method of payment it is better to shut down my account without any communication or information rather then to email me and ask for the required information. I have done nothing wrong and now if I provide a copy of this card, they will be able to further review my account and reopen.

posted on October 30, 2015.

Hello AskGamlers and Ehjax78

I would like to start off by saying that we apologize for the contacting procedure of which you were contacted but as our security team also explained to you - Unfortunately when we have an issue reported from our payment provider the procedure is to wait for the customer to proactively contact us. Our security team have explained this into more detail and we are happy to confirm that your account is now reopened again after the conversation you had with our security team today. That being said, thank you for your kind cooperation throughout the process

I have also personally contacted the you with an outcome on this from our end so that nothing is missed out on.

From our point of view this case can be closed, however we will of course await until the player wants to confirm this as closed as well

Kind regards
Emir

Ehjax78 Canada
posted on October 30, 2015.

Guts casino contacted me, reopened my account and has compensated me for this misunderstanding. I really hope this does not happen again but in the meantime I will confirm this case as closed.

AskGamblers
posted on October 31, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.