Complaint #59 Gunsbet Casino

My unpaid winnings

By Winner336

5 years ago

I’m writing here because I’ve lost hope and I’m extremely concerned and quite disgusted in the way gunsbet casino have treated me. I had a decent win for once of 7000 thousands Australian dollars on the 22 of October 11 days ago now and since then it’s been a living nightmare trying to get them to pay me my money! I validated all my documentation quite promptly so I could make the claim! So that’s where it begins I tried my two credit cards that I used with them and they would keep getting rejected for no reason nor would they give me a reason why so after several attempts all they would say is try another card try again all to my disappointment. So after a while I realised they were not going to help me in any way there so I tried a bank transfer which they told me would clear in 1-3 days I asked them for a reference number because I don’t believe they even transferred it as when I rang the bank on Friday they had no record of any transaction but they turned around and said my bank didn’t accept it so I asked for the refrence number again but they wouldn’t give it to me after saying they would after seven days if the money hadn’t cleared. so this morning I logged on again and the bank transfer had been reject this is 11 days later they told me it’s my bank but my bank is open on a Sunday! They continued to give me no help or any valid explanation or receipts they tried nothing at all they just said try it again so hear I am going through the same proses nothing has been resolved after hundreds of messages I’m still owed 7 thousands dollars it’s truly disgusting how I could get treated so badly someone who has lost tens of thousands to these casino who are all affiliates ! What I’m asking for is for them to transfer the money immediately and for them to send me a receipt to prove they attempted Thank you for your time to read this I really hope you can help me it’s far worse than this this is only the basic story

Kind regards

Disputed Casino Gunsbet Casino

Reason Amount not credited

Amount $7000

Discussion

AskGamblers

• Support Team

5 years ago

Dear @Winner336,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Gunsbet Casino

• Representative

5 years ago

Dear Askgamblers Team and WINNER336,

We want to inform you that the withdrawal was successful. We believe that this complaint should be marked as resolved.

Thank you for understanding!

Kindest regards,
GunsBet Casino Team

AskGamblers

• Support Team

5 years ago

Dear @Winner336,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Gunsbet Casino

• Representative

5 years ago

Dear WINNER336 and AskGamblers Team,

We want to shed the light on the case, as it is different from what was described in the review.

Firstly, we want to draw your attention to the fact, that WINNER336 made a lot of withdrawal requests. First 7 withdrawals were cancelled because of the verification process - the player needed to upload the photo of the document, which proves identity and photos of bank cards, which were used in our casino. However, he did not get the answer from WINNER336.
The following 2 withdrawal requests were cancelled by player.

The other 4 withdrawals the player made via Accentpay - Card payments. This payment system is visible as a withdrawal option, however it is impossible to make a successful withdrawal via Accentpay - Card payments because of the technical settings on the payment system's side. The player was informed about that and asked to make the cashout request via alternative payment systems.

Going on and checking the WINNER336's withdrawal requests, we can see that after all, the payer decided to make a withdrawal request to Bank domestic withdrawal(the same as Bank Transfer). The first one was cancelled because of the document request. If the players make a withdrawal request via Bank domestic withdrawal, they need to provide us with the Bank statement. The document must include the following information (to compare the information that the player have provided during requesting withdrawal in order to be sure that the funds will be sent to the appropriate account):
- user's address,
- clearing number (BSB code),
- account number,
- beneficiary name.

After uploading the requested document, the user made another cashout request - the one, the WINNER336 was talking about. The withdrawal was approved on our side within 24 hours. However, it is about approval only on the side of the casino. Now I will describe the specifics of Bank Transfer, and you will understand that not everything depends on us. At first, the withdrawal is processed by us, and then the funds go to the payment system's side. After our confirmation of the cashout, the funds are withdrawn from the casino, and we can no longer influence the transfer. Unfortunately, the processing of the cashout by the payment system can be significantly delayed, which happened in this case.

Finally, the cashout was transferred to the financial department, and we got the answer that it was not formed on the payment system's side and the player needs to make a new withdrawal request. Of course, the player was informed, and we are sorry for such a delay. Although, we could not influence the situation because of the payment system's special aspects.

After being informed, the player made 2 withdrawal request to Accentpay - Card payments(the situation repeated) and 2 withdrawals to Devcode - Credit Card. The withdrawals to Devcode - Credit Card were cancelled, as player tried to make a withdrawal to the bank, which does not accept withdrawals from us. This is the common situation to players from Australia. There is also low traffic via Credit Cards.

The next-to-last withdrawal was made to Bank domestic withdrawal(Bank Transfer) one more time. Unfortunately, the situation repeated. The cashout was transferred to the financial department, and we got the information that the cashout was not formed on the payment system's side and the player needs to make a new withdrawal request one more time.

Right now, there is one more cashout request, that was approved within 24 hours on our side. We do hope, that this time the withdrawal will be successful and the customer will get the funds this time. We have also transferred this payout to the finance department to be sure that it will be a successful one.

We hope for your cooperation and understanding!

Sincerely,
GunsBet Casino Team

Gunsbet Casino Complaint Stats

Resolved 30 / 31

Avg. Amount $4,221

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Gunsbet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 24 out of 25 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Gunsbet Casino Complaints

See all complaints for this casino

Delayed payment as my withdrawals are pending for more than 48 hours

Dear AskGambler team,

I would like you to help me to withdraw my funds on GunsBet Casino as my withdrawals are pending for more than 48 hours (and in their term and condition they mentioned it should be paid within 48hours).

Quick history :

18.10 : I submitted 2 withdrawals (5000e and 2500e because their T&C have a weekly limit of 7500e). I contacted the support to know if everything was in order and they confirmed and asked me to confirm the withdraw address which I did)

19.10 : withrawal rejected because they asked me for ID and utility bill (I was fully verified but it was a long time ago, so I did not see any issue to provide the documents once again, verification took a bit less than 24hours

20.10 9am : I resubmitted the 2 withdrawals (5000 and 2500) and during the day the 2500 was approved but not the 5000 one. I contacted my VIP manager who asked me to split in 2 withdrawal of 2500 (which is strange as the limit is 5000)

20.10 11am : I proceed to the changes and I was to told to do 3 withdrawal instead of 2 so I cancelled again to do 3 withdrawal (1400, 1300 and 2300)

21.10 : 1400 paid but still no news/update about the remaining 2300 and 1300

They are clearly in breach of their T&C, I have 2 withdrawal open (2300 and 1300) and a balance of 4500 for which I will request a withdrawal next week as the weekly limit is 7500.

As I didn’t succeed to obtain clear update regarding my payment except « we do everything possible to treat them asap » I am asking to follow up with them because ai would like to understand why it’s taking so much time …

Thank you in advance for your collaboration.

I attached some printscreen as proof of what I am saying.

Best regards
Pierre

Resolved

€8,600

Gunsbet Friday bonus non existent rules

I played at Gunsbet with the Friday bonus 60%.

My balance was about 800-900€ and I finished wagering. Suddenly, my balance switched to 340-350€ something.

I asked for support, and he told me it is because of the bonus.

There is nothing like that mentioned in the bonus terms. There it says that if you play with any bonus, the maximum cashout is 10.000€. No extra terms for the Friday reload bonus.

So in fact they just stole about 500€ from me.

The support told me it's not mentioned in the terms yet, but it will be.

Resolved

€900

GUNSBET again delays payment

Gunsbet again (like last time - solved by askgambler) the payment. Last wednesday they accepted the withdrawal of over 800EUR and then nothing happened. No payment received. Today I wrote them in the chat again. Then they told me to send them a bank statement where they can see that I did not receive the payment. I delivered the statement to them but still no reaction. Last time, it was already the same trick from Gunsbet.

Resolved

€800

Withdraw being delayed

I played in the casino 3days ago and won 1500€, no rules broken or anything. I made my first withdraw request 3 full days ago too. First there was problems getting my account verified since the verification tabs that they said would be in my profile were not there. Yesterday i got my account verified through their support mail and have done withdraw requests and for almost 24hours and im getting told that they have "technical problems on the side of payment system" which seems pretty suspicious.

Resolved

€1,500

Unfairly cancelled my withdrawal and are stalling on payment

I made a deposit of 10xrp at gunsbet casino

I won over 500xrp

I played it down to 450xrp and made a withdrawal

They cancelled my withdrawal and said that I didn’t complete the minimum turnover of my deposit which is x3

I clearly did however clear my turnover and now after 26hours later they are still giving me the run around making me wait undisclosed amounts of time for unknown reasons.

Please look at the time of my 10xrp deposit. And then with my 450xrp withdrawal.

I made a few deposits after I made the withdrawal which should not effect anything as those funds were not used to with the XRP I was withdrawing

I sent them proof of there mistake and they are still holding out I need this money immediately and they should pay up.

I’m a vip player and I feel really appalled with this service

Please engage with them and help me resolve this matter

Resolved

$1,041

Withdrawal accepted but never paid

Casino accepted my withdrawal on Feb 21 for 500 euros, but I never received the payment.

After an inquiry at the casino, no proof was provided that paid. It simply says “accepted”.

They are checking. There is a suspicion that they are not checking at all but are simply fraud.

The verification has been in place for a long time, and I have already made several successful withdrawals on the site

Resolved

€500

Withdrawal being canceled

They’re not paying me, they’re asking for things I just don’t exist, I’ve made over 100 deposits over here with the same method and I’ve never had a problem with it before and I’ve also made 100 withdrawals and I’ve never had a problem before

INTERAC is not a bank!

I supplied them enough proof to confirm that the e-transfer left my bank account and went directly to their bank account with the right confirmation number everything is clear and they are asking me for a wallet and things just don’t exist

Resolved

$1,000

Delayed withdraw 10 days

After winning 1300 euro my withdraw is still not processed. I was contacting support a several times and I'm just being told that my payment will be processed shortly but nothing happens. Coustomer support is not able to give me any explanation. I am waiting 10 days now. I am a regular player of this casino, but such situations are unacceptable

Resolved

kr1,500

Pending Withdrawal for over 45h

Hello AskGamblers,

I would like to submit a complaint regarding my pending withdrawal of €1,222.44 that has not been processed yet for 45 hrs and customer support is not helping at all. They keep on sending me the same repeating words of assurance that it will be processed soon but no progress at all. Please help me resolve my issue with Gunsbet casino. Thankyou

Resolved

€1,222

Pending Withdrawal and Very poor customer support

Overall the main issue revolves to late “processing” of withdrawal and no support at all from customer support. Customer support keeps sending the automated message that payment is in queue, or is being processed or shall be received shortly.

Withdrawal was requested over 42 hours ago. On the chat I’ve been told that it may take up to 24 hours and now that timeframe is already doubled and I am still without my funds.

I had another withdrawal which was rejected on Friday, due to a missing document. This was rejected (therefore it was checked) within an hour and 50 minutes. So clearly there’s a huge discrepancy between that time frame and 42 hours. I cannot accept that to reject it takes 2 hours but to effect a withdrawal it takes over 42 hours and counting.

I sent two emails too. I received the same reply on both, payment is in queue or being processed which is obviously a standardized automated message as I read it a million times since Saturday.

Following the email to add insult to injury, I was asked whether I was satisfied the customer support. I chose that I’m not, to my surprise system generates an error when trying to give negative feedback.

Leaves a lot to be desired for a casino stating that they have fast withdrawals. Also what I demand is at least a decent update and not the random generic email or message as not it’s become unacceptable. Till now, I had to commence 8 chats all leading nowhere.

Resolved

$1,500