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Guts Casino - Refusing to verify account and pay me

UNRESOLVED
barkerkelly1 United Kingdom Message
Posted on December 30, 2016.

Never in my life time have I been treated so badly. I won a large amount on Guts Casino, and the Casino have asked me for all my documents - ID, proof of address, and Credit Card info. The ID and Credit card info got approved, but the proof of address they said they needed an alternative proof of address as well. I sent them a alternative proof of address and they said it was not valid, so instead of arguing I simply found another proof of address which meets every criteria that they ask for (I can even send Ask Gamblers the statement to prove its quality)

Anyways when I first tried to upload the new statement, I got a email saying I must upload the documents via the website. But I cannot log in, as they suspended my account, so doing this is impossible. I then sent another email attaching the document as they said to email if account was closed, I even explained that my account was closed and that email was the only way. Instead of ackowledging what I said they sent the exact same email telling me that I must upload the document via the site. Its like an impossible loop!

Anyways after the third email and uploading the document on chat, they eventually come back and asked

'' We kindly ask you to send a new proof of bank statement with issue date on it and also a proof of address where is your name, address, all the 4 corners and the date of the bill visible. Until you have sent these requested documents for the account verification, we are not able to check the account reopening.''

The statement I sent is a december statement in the highest quality taken by my new camera, all 4 corners are showing, they have no reason to reject the statement. I went on chat to find out exactly what is wrong with the statement I sent in specific so if I were to send another statement I would no what was wrong, and they refused to tell me. I then asked the chat operator OLA to ask the security department and she replied, 'they are not willing to do that'.

I am absolutely disgusted on how I am being treated, and from the looks of this website I am not alone in how ths casino is acting. I am willing to supply Guts with whatever documentation they need to get this payout sorted. I sent a perfectly valid statement that meets every criteria, however if they clearly specify a problem with it, I can work with them to get this sorted. I am not going to accept the generic emails they keep sending me however, as I feel they are just using delaying tactics and quite frankly do not want to pay me!

I won on this Casino on the 6th December, and my documents have still not been accepted 23 days later, this really is not fair!

AskGamblers
Posted on December 30, 2016.

Dear @barkerkelly1,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Also, keep in mind that one of the attachments has been removed due to the sensitive nature of the information stated there. Please make sure to follow thoroughly all Complaints Guidelines.

Thanks for cooperating the AskGamblers Complaints Team.

barkerkelly1 United Kingdom Message
Posted on December 30, 2016.

Thanks for the Reply,

The Amount is for £13791

I just sent them another statement yesterday on email and uploaded one via chat, and again for now the forth time they told me I need to upload it via the site, when they clearly know that I cannot as the account is closed. It is now evident they have absolutely no intention of ever paying me as its a large amount!

Attached is the reply I constantly get from them. I have tried to email them the proof of address and even went on chat to upload it, but I still end up with this reply email. Its really disrespectful to the customer, as they know I am unable to upload the statement via the website as they have SUSPENDED my account. The worse thing is in the attached email it even saids if you cannot upload then send the documents to [email protected] which I have done serveral times!

Posted on January 2, 2017.

Hi Barkerkelly1

Thank you for your description

I am posting just to let you know that we are looking into your matter and will return to this topic once we have further updates

In the meantime, thank you for your patience

Kind regards
Emir - Support Manager

barkerkelly1 United Kingdom Message
Posted on January 3, 2017.

To the Guts Casino Support Manager Emir

Thankyou for your reply. Upon investigation, you will clearly notice that I have supplied all the documentation that you require. I also want you to take a look at the online chats and emails I had with the support team, and you will realise how poorly and misguided I have been treated.

However dispite all this, I am willing to let the poor customer service go, as long as you just fully verify my account, and process my winnings. Thats all I care about quite frankly. I do not see why you need a long time frame to do this!

Look forward to hearing from you very shortly!?

AskGamblers
Posted on January 6, 2017.

AskGamblers Complaints Team have been in a direct communication with Guts Casino management. We are now awaiting casino team to provide the information regarding this complaint.

Posted on January 10, 2017.

Hi,

I am just letting you know that this case has not been forgotten and we will provide an update as soon as possible

Kind regards
Emir - Support Manager

barkerkelly1 United Kingdom Message
Posted on January 10, 2017.

To the Guts Casino Support Manager Emir

I appreciate you informing me that my case has not been forgotten, by all you are doing is trying to buy more time. I need one proof of address verified (which I have supplied in perfect conditions), and then I can login and withdraw my funds.

Combined with the bad quality customer service, I think you need to make my case on the top of your to do list. So please respond ASAP! Do you agree ASK Gamblers?

AskGamblers
Posted on January 16, 2017.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

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