Guts Casino - Pending withdrawal for 12 days

posted on April 6, 2016.

I first made a withdrawal from online casino on the 27th of march 2016. I did not use any bonus codes when depositing funds and their site clearly states that bank transfers can take between 1-3 business days. I was aware at the time of course that the following day was a public holiday so i expected to receive the funds by the 31st at the latest. When i didn't receive the funds i contacted their support and was informed that the 31/03 is a public holiday in Malta so i should receive the funds the following day. I didn't receive the funds. I have contacted them multiple times between that instance and today the 7/04 always told to wait 1 or 2 more days. it is now the 8th business day and i still haven't received my withdrawal.

posted on April 7, 2016.

Hi sparkyesh

Thank you for explaining your matter

I can confirm that your withdrawal was indeed initiated on the 27/03 and also processed on the very same day. Now, the reason this did not reach you is because of incorrect bank details - more specifically the BSB was used instead of the account number. When the funds were sent, the receiving bank could therefore not accept the transaction due to incorrect details. As such, they return as failed back to the payment provider. At this stage, we have now attempted the recall of these funds and they will eventually be back to your Guts account again

Once back on your account, you will be able to re-initiate the withdrawal again by entering the bank details in the correct fields

We will let you know through our internal support communication channel (e-mail) once the funds are back on your Guts account so that you may initiate the withdrawal again.

Thank you for your cooperation and patience on the matter.

Kind regards
Emir - Support Manager

posted on April 7, 2016.

Hi Emir,

Thanks for the response. You have stated that i have entered the incorrect account details specifically the bsb number. If this is the case of course i can understand that it will take time for the money to bounce back and then of course that i need to reinitiate the withdrawal with the correct details.

The problem i have with that statement however is twofold.
Firstly exactly 1 week ago today i contacted your live support as i thought that potentially i may have entered the incorrect details which may be why it was taking an extended period of time, the support agent stated that if i had the funds would have already been reversed.
Secondly after that conversation with the support agent i realised i could check the account details that i entered on by visiting the withdrawals page where the information is stored (please note for whatever reason this page isn't allowing me to change or edit those details). I checked the withdrawals page and all the banking information is correct, view attachment.

Thank you for taking the time to read this, i look forwards to a speedy response


posted on April 7, 2016.

Oh i have to apologise after rereading your response Emir i realise that it is stated that i reversed the BSB and account number? If that is the case please disregard the above response.

posted on April 7, 2016.

Can i just ask it isn't it supposed to be BSB then Account number? if that is the case then it is correct.

posted on April 7, 2016.

Ok so i have been talking to Guts support live chat for the better part of 2 hours now and have finally got them to tell me that so far as they are aware IT IS BSB then ACCOUNT NUMBER. So if that is the case i haven't entered any details incorrectly. So please get back to me as to what exactly is causing this extended delay on my withdrawal with evidence and a time frame. Thank you

This is the end of how the chat between myself and alexander went when i finally got him to talk about where the bsb and account number where supposed to be input

Live Chat
so how is the bsb account number written in the wrong place? its the same order? why cant you see that form without the input that i typed in?
Please hang on Laurence.
are you asking someone about the bsb account number order?
I am still waiting for our payment provider to answer, if you don't have time please come back and we will have the information for you as soon as the provider answers.
the question im asking
doesnt require the provider to answer
anyone in your department should be able to see it
To my knowledge it is the right order
5:13 am
so i didnt input anything wrong
5:14 am
so basically what your "team leader" has told me was just a stalling tactic

posted on April 8, 2016.

Hi askgamblers i would like to currently mark this as resolved the funds have bounced back to my Guts account. They weren't receive due to an input error on my end. If i still have trouble i will reopen. Thank you


posted on April 8, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation