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Gunsbet Casino - Cashout issues

RESOLVED

Complaint Info

Disputed casino

Gunsbet Casino

Amount

€ 1100

Inactive user
Posted on May 20, 2019

I have a approved cash out of 1100€ from the date of 11 of may and still I have not got my money to my bank account, I have contact support many times and every time they come up with different story depends on who you chat with. And continue promise that I will get my money soon and I do not have to worrie but nothing happens.

Latest contact was yesterday and the say that they already paid my cashout and gave me a written transaction number of the payment, now when I contact my bank, they say that there is no sign of this transactions numbers to my account, so I ask the casino to send me a copy of the transfer but of course they refuse because there is no transfer been made, i asked them also the date of the transfer but they refuse to answer that when the transfer went, they keep Blaming my own bank, they keep promise that I will get my money but when no one knows. This is not acceptable and the issue is from the casino not my bank at all. I am very disappointed, I have been depositing more than 2000€ last 3 weeks in that casino and many hours of gaming, I made 3 cashouts earlier and I got the money but they took around 5-6 days and that was slow enough. To make a transaction to a credit card takes maximum 1 day at other Casinos in some cases even at same day.

Posted on May 20, 2019

Dear ABBE77 and AskGamblers Team,


The transaction under discussion was approved on the side of the casino on the 11th of May, 2019. We strongly encourage the customer to contact a bank representative once again to check the transaction. With the ARN code provided, it is possible to check the status of the transaction.

On our side, the finance department has double-checked the transaction, and it was successfully transferred to the customer's bank.


Kind regards,

GunsBet Casino

AskGamblers
Posted on May 20, 2019

Dear @ABBE77,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Inactive user
Posted on May 20, 2019

Dear Gunsbet Casino.
First of all thanks for your reply. I Have contact my bank again and provided the ARN code but there is no transaction of that numbers at all and I have check my account there is no transaction of 1100€ from you. Next step is that you provide a copy of the transaction and the date so I can show it to my bank. This is not my fault and why do I have to suffer for your mistakes?

Send a copy of the transaction, I asked your customer support for that and you do not want to send me a copy of the transaction and I even asked for the date of transaction but did not get any answer. So if you guys has paid out my cashout there should be som copy of the transaction being made. Right or wrong?

Now you guys should take good care of your customers espacially if they deposit more than 2500€ within 3 weeks.

Posted on May 21, 2019

Dear ABBE77 and AskGamblers Team,

We have sent the proof of the transaction with date, sum, and the ARN code to ABBE77. We would like to express our gratitude to the customer for cooperation.
Thank you.

Kind regards,
GunsBet Casino

Inactive user
Posted on May 21, 2019

Dear Gunsbet. First of all i would like to thank you for your answer.
The screenshot you sent to me about the proof of payment is not enough, it must be a transaction proof of that it is credited to my bank account. This Screen shot like that can be written at any time and not proof enough of a transaction. Provide me please paper document of the transaction, the bank ask for that now. You can print it out and send me a photo copy by mail so I can send them that. You should also check out the transfer from your bank and also your bank must contact the bank the money you sent it to. Are you sure that you sent it to the right visa card numbers/ account also?

I have also checked my bank account again and there is no sign of my cashout at all. The bank cannot still find a transaction of that ARN codes.

My bank is a very trustful bank and transactions problems never accures from any other casino, they also pay me p2p between card payments and it takes maximum 1-2 days often to get the money.

I past this copy you sent me and have censured some numbers for security reasons. But this is not proof enough of an transaction.

Kind regards Abbe77

Posted on May 21, 2019

Dear ABBE77 and AskGamblers Team,

Unfortunately, the piece of evidence we have sent to the customer is the only one we can provide you with.

In rare cases, such transactions can take up to 2 weeks. We have already contacted the payment system and asked for clarification from them. At the moment, we are patiently waiting for the response. The credentials were indicated by the customer and were just the same as in the cash outs made before. This means that the funds were sent to the right visa card numbers/ account.

We would like to ensure both ABBE77 and AskGamblers team that such a reputable casino as we are has never had an intention to mislead the customers. The winnings were paid, and the player will receive them.

Thank you for cooperation.

Kind regards,
GunsBet Casino

Inactive user
Posted on May 21, 2019

Dear Gunsbet. Thanks for your reply.

I Have also sent a screenshot of the transaction you sent me earlier to my bank. So I have to wait and see then what happens next. If the Money was sent 10 days ago they can't just disappear. Maybe the issue is from your bank, who knows.

Thanks anyway and i will wait and see what happens next.

Posted on May 22, 2019

Dear ABBE77,

Thank you so much for your understanding and patience. It is very important to us that all our players promptly receive their winnings, so this situation is very unpleasant for us. Please, notify us when the funds are in your bank account.

We are looking forward to hearing from you.
Kind regards,
GunsBet Casino

Inactive user
Posted on May 22, 2019

Dear Gunsbet. Again thanks for your answer. I have not got Any money in my bank account yet but I will let you know as soon as possible if I get the money in my account.

Kind regards Abbe77

Inactive user
Posted on May 23, 2019

Dear AskGamblers and Gunsbet, i just want to let you know that I have checked my bank account today this afternoon and stil I have not got any money yet.

Kind regards Abbe77