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Guts Casino - Still have not received my winnings

RESOLVED
Complaint Info
Disputed casino Guts Casino
Reason Delayed payment
Amount £ 652
Inactive user
Posted on May 5, 2017

I won £652 on this casino over a week ago and still have not received my winnings. I habe been told that my account does not need extra verification and that they have processed my winnings. It is supposed to be 1-3 banking days yet I am now on day 6 and still not received my money! Every time I speak to them on live chat, they are very rude and told it will be in that evening. Then they have told me there is an error with their bank!

Posted on May 8, 2017

Hi there,

Thanks for your feedback and our apologizes for the late reply,

I reviewed the situation for you and it seems that your withdrawal was first approved via master card, but then we noticed that the withdrawal failed since it seems that your bank didn't accept payments to the credit card where you tried to withdrawn.

Due to this we needed to cancel the transaction and wait until it will return back to your gaming account. When the withdrawal returned to your account, you requested a new withdrawal via bank transfer and it seems that this transaction was approved from our end at yesterday, so you should receive it within the 1-3 banking days.

We deeply apologize the situation and thank you for your patience regarding this matter. Hopefully you will receive your withdrawal as soon as possible and if not, dont hesitate to contact us again.

Have a lovely evening forward.

Kindest regards,
Krista
Customer support manager - Guts.com

AskGamblers
Posted on May 11, 2017

Dear @Kozzer12,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that 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. Thank you for your cooperation.

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