Complaint #61 Gunsbet Casino

Winning withdrawal withheld

By Jacqueline M.

5 years ago

Could you please help I’m unable to withdraw my winnings with Gunsbet. I was trying to withdraw $250 in winnings via credit card and kept having the request cancelled. I contacted Gunsbet multiple times and they could not give me a concise answer regarding why this was happening and kept making reference to my financial institution. I was trying to make the withdrawal to the same card I had been depositing with and have never had an issue depositing. I was then told it was a technical error on their behalf and that I would have to withdraw using the bank transfer method. This method though, required a minimum withdrawal of $500. I was told to make up the $250 with another deposit and was informed by multiple “staff” that I would not have to wager this money.

Eventually I kept playing to try and get the $250 up to $500 and brought my winnings up to $450. I contacted the support team again to ensure that I would not have to wager the addition $50 I was going to deposit in order to meet their bank transfer withdrawal minimum and was assured that would not be the case. I deposited the $50, tried to make the withdrawal and received an email stating I had not met the wagering requirements and therefore my withdrawal request was cancelled.

I was told to make the withdrawal again, which I did on the 31/12/2020 Aus Eastern Time and it is still pending. Due to the long drawn out process of all of this I am doubting their legitimacy and am concerned I will not receive my money. All the communication so far has been misleading and at times false, it has also been extremely drawn out and I do not feel as if my concerns are getting any recognition. I am hoping your team can advocate for me regarding this matter and help me withdraw my funds.

I will attach the communications and withdrawal screen.

Thanks,

Jackie McBride

Disputed Casino Gunsbet Casino

Reason Delayed payment

Amount $500

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Jackie1954

• Australian Capital Territory

5 years ago

Thank you for sorting this problem out so quickly the withdrawal was in my account 48 hrs after I made my complaint to you, once again I appreciate your help.

Kindest regards

Jacqueline <surname removed>

AskGamblers

• Support Team

5 years ago

Dear @Jackie1954,

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 Jackie <surname removed>,

Thank you for your feedback. Customer satisfaction is our top priority, and we are really sorry that it was not demonstrated to you well. We understand how frustrated it must be, and would like to regain your trust.

From what we can see, your withdrawal was successfully approved and conducted from our side. On behalf of Gunsbet Casino team, we would like to congratulate you on your winnings. We are delighted when players enjoy the game and pleasant winnings in our casino.

Nevertheless, we are eager to make the situation clear regarding previous cancelled withdrawal requests. Unfortunately, due to technical issues on the side of the payment provider Bank Transfer is the only safe and available option for withdrawals in Australia. That is why your requests were cancelled a few times with detailed recommendations for the successful cashout. The minimum amount for withdrawal via Bank Transfer is AUD 500. With this reason you were advised to deposit to make withdrawal available via Bank Transfer without any additional wager requirements.

Please accept our apologies for any inconveniences caused to you. We expect your understanding on this matter. May good luck and fortune always be on your side!

Sincerely,

your 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