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Guts Casino - Charging insane fees on withdrawals!


Complaint Info

Disputed casino

Guts Casino


$ 132

Posted on April 9, 2016

On march 24th 2016, I've withdrawn 2 times from Guts casino. 2 ammounts of 500$ and 335$. After 13 days, I've FINALLY got 2 deposits in my bank account. But these ammount were seriously amputed... I've received 433.77$, instead if 500$, a difference of 66,23$ and I've received 268,77$ instead of 335$, another difference of 66,23$... I wrote some e-mails to the Guts's administration. They asked me to send them screenshots of my bank statement, what I did immediately. But it was not enough for them, they wanted to get the reference numbers of these deposits. I told them that I'm not able to get these numbers. And since that last e-mail, nobody's responding me. So, I wanna be refund 66,23$ X 2 = 132,46$ in my casino account and that I CAN WITHDRAW (NO IN BONUS). The guy explains me that Guts casino doesn't have CAD account, that's why I have problems they were obliged to pay me in EURO and then, in CAD... Guts welcomes canadian gamblers but is not able to pay correctly... It's completely ridiculous, they charged fees at every deposit. More! I made a deposit of 100$ with bonus code GUTSB4 but I've never got nothing. I hope that my problem will be resolve! Thanks!

Posted on April 9, 2016

Hi Bueffe77

Thank you for your explanation of your matter(s)

Due to a recent migration of our payments platform and the introduction of new processors some of our customers are experiencing higher withdrawal fees. We have been working hard to rectify this situation and anticipate a resolution in the coming weeks

Any affected customer is encouraged to contact our support team directly where their case will be handled in a quick and timely manner. In this case, screenshots of your transactions were requested which should show an invoice number as well for investigation purposes as that would allow us to match the number to the transaction and investigate closer.

However, as we are aware of these fees occasionally happening on bank withdrawals, I am glad to confirm that we have credited the difference back to your account (you will see these the next time you log in to your Guts account)

We apologise for any inconvenience caused and assure our existing and new client base that these issues are high priority

As a side note regarding your last line about the bonus code - I was unable to see that you have attempted to use the code as the bonus code fields on your deposits have been left empty. Feel free to contact me personally on [email protected] or our support team directly at [email protected] for any clarification or bonus related queries and I will be happy to help

Kind regards
Emir - Support Manager

Posted on April 9, 2016

Thanks! You can resolve my complaint! Guts refund me today!

Posted on April 11, 2016

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