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Guts Casino - Refuse to refund fees charged on withdrawals even though its a known issue

RESOLVED
Complaint Info
Disputed casino Guts Casino
Reason Refund declined
Amount $ 181.04
Posted on January 31, 2020

I had noticed that everytime I requested a withdrawal at Guts that they were not depositing the correct amount into my bank. After confirming that the currency selected on my guts account is correct (Canadian) I had contacted them and given them the following information on the dates of the withdrawals along with the amount requested and the differences in the amounts:

The response received was as follows;

Hi Lisa,

Thank you for choosing Guts, and I trust that this email finds you well.

Please note that the fees are due to the fact that we operate under a different currency. However, no charges or fees are taken from our side. I would kindly ask you to check about his with your bank provider.

Have a great day!

Best regards,

Nora,Support Advisor,Guts Customer Support


This is the reply I sent to them showing all the dates along with the transaction id's and amounts received and now they are not responding.

I have checked this with my bank and was not charged any fees. I also have my bank statements showing all fees charged for the entire month in the month the withdrawals were processed and the only fees I was charged on the bank end was my monthly account fee of $15.95

Here are the dates and amounts withdrawn from guts and amounts which were deposited in my bank.

November 26th/2019

Transaction ID: 2019110100100055790

withdrawal $319.52

Received $280.20

difference $39.32

november 21st/2019

Transaction ID: 2019110100100042995

withdrawal $250

received $210.64

Difference: $39.36

April 17th/2018

Transaction ID: 2018040100100056545

withdrawal $300

received $260.01

difference $39.99

march 21st/2018

Transaction ID: 2018030100100074179

withdrawal $502

Received $461.88

difference $40.12

january 8/2018

Transaction ID: 2018010100100025413

withdrawal $84

received $61.75

difference $22.25

total amount missing : $181.04


They sent me this reply as well via email:

Hi Lisa,

I hope this email finds you well.

I am terribly sorry that you have been charged these fees however as mentioned in our previous email, we do not charge any fees from our end.

May I suggest trying to deposit and withdraw using an e-wallet to avoid such charges in the future?

If you require any further assistance or have any other queries, please do not hesitate to contact us again.

Thanks and regards,

Hayden,Support Advisor,Guts Customer Support

------­---­---­---­------

The same issue has been addressed by another Canadian player via askgamblers in this complaint:

https:­­//­w­w­w.a­­sk­­ga­m­b­le­­rs.c­­o­m­/­ca­­sin­­o-­c­o­mp­­lai­­nt­s­/­i-­­ve-­­re­c­e­iv­­ed-­­wr­o­n­g-­­amo­­un­t­s­-w­­hen­­-i­-­w­it­­hdraw

I am attaching the screenshots of the emails I received when Guts processes my withdrawal along with the bank statements showing another amount was deposited. As I chose Canadian currency for my account these withdrawals should be deposited in Canadian funds and if they are not the fees are the responsibility of the casino as they themselves admitted during that previous complaint.

Posted on February 3, 2020

Hello and good day Lisa,

Thanks for bringing this to my attention, I'll be happy to look closer at it for you.

While I check this could you please send me an email to [email protected] from the email address connected to your Guts account? I can through that email provide you with account sensitive information as I can't put that on here due to GDPR.

I hope that we can find a good solution to this and in the meantime, I wish you a fantastic rest of your week until we speak again.

Best regards,
Oscar
Guts.com

Posted on February 3, 2020

Hi Oscar,

Thank you for replying. Per your request, I have emailed you from the email address used for my Guts account. I will await your reply.

Posted on February 4, 2020

Hello and good day Lisa,

Your request has been reviewed and we found that on top of the international transaction fee of 17$ taken there was another fee taken by our payments provider. This will be corrected within a few week's time so that you won't experience such a thing again.

A conclusion to your request has been sent to you via email. Please take a look at it and let us know if there is anything else we can do for you.

Have a great rest of your week.

Best regards,
Oscar
Guts.com

AskGamblers
Posted on February 4, 2020

Dear @Lisa1695,

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.

AskGamblers
Posted on February 5, 2020

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.

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