Guts Casino - Still waiting for my payment after 8 days!

RESOLVED
SunnyS72 Australia
posted on March 15, 2016.

So I did a withdrawal of 900 Euro on the 3rd of March Australia (2nd UK) and today is the 15th of March (AU). When I looked at the Guts.com site it said 1-3 Banking Days for Payments to bank accounts - https:­//w­ww.g­ut­s.c­om/­au/­pag­e/p­ayments

I contacted support and was asked to wait for a few days and I should receive my funds by last Thursday which is 5 banking days. I keep getting asked to send my bank account screenshot to show that the money hasn't arrived.

Today is the 9th Bank day and still nothing. Why put something on your website when it is not true? - attached.

The last time I contacted support they said it is done within 7 banking days, which is fine but that needs to be updated here that 1-3 days is false advertising. Infact it is still not cleared after 9 days.

SunnyS72 Australia
posted on March 17, 2016.

Still absolutely no correspondence apart from me chasing them up. Now it is Day 10!

posted on March 17, 2016.

Hi SunnyS72

Thank you for raising this with us. I can confirm that I am looking through this matter very thoroughly to claim all details related to the complaint together with involved departments, and will get back to you here with a full conclusion at our earliest possibility

Kind regards
Emir - Support Manager

posted on March 17, 2016.

Hi SunnyS72

Thank you very much for your patience during this matter. I have been in touch with our payments team to confirm the status of these withdrawals. To get straight into the problem and the reason for these withdrawals not arriving in time - it turns out you have entered incorrect bank details (incorrect account number). As such - the funds were sent, however the receiving bank rejected them due to the incorrect details. What happens at this stage is that the funds return to our payment provider as failed. While that sounds easy and straight forward, the time frame from the moment the funds being denied to the moment they have returned tends to vary between a week or two (two being the absolute max). We have followed this up with our provider this morning and are in the process of retrieving the funds back to us and will let you know once this has happened

What will happen is that the funds will be returned to your Guts account, where you can then initiate the withdrawal again by providing the correct bank details, and we will then process it for you. In the meantime, I suggest that you confirm the necessary bank details with your bank in order to have them ready and accurate for future withdrawals to avoid similar inconveniences.

We will let you know once the funds have been returned to your account

I hope this helped

Kind regards
Emir - Support Manager

posted on March 17, 2016.

Hi SunnyS72

We are happy to confirm that the funds have returned to your account, and you can now initiate the withdrawal again. Kindly make sure that you enter the accurate bank details when requesting the withdrawal/s and we will process it for you as soon as possible once initiated

We have also confirmed this to you via our internal support communication and closed the pending ticket that was open. From our end, we hereby deem this case to be closed, but I will leave this open until the customer SunnyS72 wants to confirm the matter resolved

Kind regards
Emir - Support Manager

SunnyS72 Australia
posted on March 18, 2016.

Hi Emir,

Thank you for your response.

Although I can understand what you are saying about me entering the wrong info for the account (which can happen), my bank informed me that putting a BSB number which is 6 digits into an Account number which is 9 digits with my SWIFT code, the bank cant even accept the payment. It is not like putting the funds in the wrong account and then refunded and then you find the issue, the system wouldn't even recognise it. I had asked time and again about when was the funds processed and I have not received a single email back with the details.

Having said all that, I have done the withdrawal again yesterday and have taken 2 screenshots for before and after I put the information in so that I am 100% sure that all the fields are filled in correctly as you pointed out.

All these could have been avoided if I received a processing email like most casinos do once the funds have been processed.

Also, I have chat transcripts for the last 2 weeks and it seemed like the delay wasn't really due to the bank issue as it got refunded really quickly as soon as I sent the details to you.

Please note I play quite a few Casinos and I have withdrawals quite often and have never had withdrawals delayed more than a week even with issues.

I sent an email to you yesterday to confirm when the funds have been sent. Please let me know so I can check back when it clears and update here.

Thanks
Sunny

posted on March 18, 2016.

Hi Sunny

Thank you for the update on the matter.

The previous rejected withdrawal was due to mixing up the fields (the BSB number was entered in the account number field) which should not be the case.

Your bank details appears to be correct this time though, and I had a look at your recently initiated withdrawal and can confirm that it has been processed as of this morning. Kindly allow up to 5 banking days for the funds to reach your account

I will also follow up and update you with this information in the ticket you have open/pending in our support inbox to confirm that the withdrawal has been handled/processed from our end

Kind regards
Emir - Support Manager

SunnyS72 Australia
posted on March 21, 2016.

Hi Emir,

Again, as mentioned by the bank, having wrong BSB/Account wont allow the system to process which still leaves the reason why was it delayed for over 2 weeks in the first place.

Anyways, I still haven't had a remittance receipt from your side to know when the money will arrive and your system is still showing Bank Processing which means it is still pending from last week. I will update as soon as I receive payment.

Thanks for your help.
Sunny

SunnyS72 Australia
posted on March 23, 2016.

I have received the funds!

Thank you Emir and Guts for resolving it.

Much appreciated.
Sunny

AskGamblers
posted on March 23, 2016.

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