Guts Casino - Wrongfully closed account due to wrong currency and refusing giving my deposit back

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Inaktiver Benutzer
Veröffentlicht am 10. November 2016

So i Made my guts account on the 7th May 2016... seen a nice little 150% promotion on the 11/08/2016 (yes account opened for 6+months) So i am having fun playing all of a sudden logged out Try to log back in told to contact email with KYC so i do waited 15 hours (kinda strange its just a simple KYC) no reply so contact live support Some support agent Named Ola or something Very rude and not helpful at all i changed address since registering so needed the address changing as part of the kyc all of a sudden she comes out with " It does not matter Your account is closed because you opened an account in a different currency " Then instantly closed chat and live chat went away from the site so i was unable to email myself the conversation!.

So after 7 months they finally asked for kyc and then closed the account after i deposited upon making an account nzd was an option i have never had a problem choosing a different currency as long as its there when registering because casino's simply don't give the currency option to people if there not eligible.

Now here is the thing i was WINNING at the time of this happening I still had wager but it was certainly double but i even wavered that just for my deposit back if there reason for an account closure is an invalid one surely i should get my deposit back?.


Please Help

AskGamblers
Veröffentlicht am 10. November 2016

Dear @nemeneso,

Please make sure to update your complaint accordingly and clarify the amount of the disputed deposit.

Thank you for your cooperation.

Inaktiver Benutzer
Veröffentlicht am 10. November 2016

Apologies I was just kind of shocked at the time it was only a small $30 Deposit (however when i got locked out of my account funds was 5x The start)

I am just super confused as i have got an email saying my documents have been sent to KYC verification today yet i was told my account was closed because of wrong currency by support yesterday

Support is unresponsive in regards to my questions and just state the documents take up to 24/48 hours for verification.

Will update with any response

Veröffentlicht am 11. November 2016

Hi Nemeneso

Thank you for your in depth explanation of your matter

The reason of your account being blocked is due to many mismatches, which from a risk perspective raised awareness. By the term "mismatch" we refer to your logins being from Sweden, your account being from UK, and your currency in NZD - a pattern which makes it very unclear of where you really reside and who you really are. Therefore you have been requested to verify the account

I see that you have provided the requested documents on Wednesday evening to us, which have now been approved as well - all good on that front.

As we want to be super sure that your account is safe, we would also need to ask you for an explanation of the logins being from Sweden despite the account being from UK.

I have sent you all of this information in a summary to your e-mail as well, so you can provide the explanation directly to me there if you prefer, l and I will proceed with the account reopening should you provide us with a reason of the particular mismatch.

Many thanks for your cooperation

Kind regards
Emir - Support Manager

Inaktiver Benutzer
Veröffentlicht am 11. November 2016

Hello Thanks for getting back to me I have not gotten the email so i will just reply here whilst i fully understand the reasons behind it I just didn't get it instructed to me like this one person told me one problem whilst another the other and pretty much told me not to bother with KYC as my account was CLOSED due to NZD anyway I choose to play in NZD purely to make the money go further as i am not a big gambler it makes no odds to you as if i win you pay out less?.

The reason i am logged in from Sweden as if you seen from my Verification of KYC my nationality is Swedish but my home and where i live is in the UK I have work obligations that involves me traveling back here from time to time every few months. I double made sure that Guts Accepts people from Swedish (so the ip would be fine) and made sure on which games id be eligible to play under a UK account (I always change settings to UK after logging in)


I hope this clears things up and will allow me to continue my play.

Best Regards

Erika

Veröffentlicht am 11. November 2016

Hi Erika

Thanks for confirming

Just to clarify, the e-mail was sent to the one used to register in case you did not see it yet. However you have already given the explanation here and as such, your account has been reopened again and you can continue to enjoy your Guts.com experience

I apologize if this was not clearly communicated to you in the first place. It appears to me based on what you are saying, that this was the origin of the problem. It got too much currency focused, which was not really the only reason. As mentioned in the earlier post, the problem is not really the NZD currency, it was just an indicator of something out of the regular as UK registered players tend to sign up with GBP. Along with the login/country mismatch, it raised awareness - not because we don't believe you, but simply because for security reasons to make sure your account is safe, for our and your own safety. The point is not to add more hassle, in fact more out of being protective

I hope this clarified your matter. Should you need to reach out to me regarding anything else, feel free to do so via [email protected]

Thanks for your cooperation during the time of resolving your case

Kind regards
Emir - Support Manager

Inaktiver Benutzer
Veröffentlicht am 12. November 2016

I am impressed with how swiftly the REP for the casino seems to sort out problems and from all the complaints on here all got resolved however it is sad that it has to come to this for so many people in the first place.

My account was reopened QUICKLY and i actually managed a really nice cash out from it so it goes to show its worth fighting for what you think is right the withdraw has "completed" but not in my bank yet (obviously it takes a few days)

From my end all is sorted and resolved presuming the withdraw reaches my bank which i am sure it will

Thanks Emir and Thanks Ask Gamblers.

AskGamblers
Veröffentlicht am 16. November 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.

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