Technical Issue bonus round not restore and my wins missing

Am 18.11.2019 habe ich einen Auszahlungsantrag über 500 Euro gestellt. Dieser wurde am 19.11.2019 als bearbeitet markiert [withdrawal processed.png]. Ich habe zusätzlich eine E-Mail erhalten, in welcher mir die erfolgreiche Auszahlung bestätigt wurde [withdrawal email.png]. Am 26.11.2019 war das Geld noch immer nicht bei mir eingegangen, sodass ich mich erstmalig an den Support gewandt habe [email support 1.png].

Einen Tag später, am 27.11.2019, forderte mich der Support auf, ihnen einen Kontoauszug zukommen zu lassen [email support 2.png]. Dies tat ich noch am selben Tag. In ihrer Antwort vom 28.11.2019 wird dies auch bestätigt [email support 3.png]. Eine E-Mail mit nahezu demselben Inhalt erhielt ich dann noch einmal etwa 12 Stunden später [email support 4.png].

Seit dem habe ich nichts mehr von Gudar Casino gehört. Ich habe ihnen zwei weitere Emails geschickt, auf welche nicht reagiert worden ist [email support 5.png]. Darüber hinaus habe ich mich mehrfach an den kaum zu erreichenden Live Chat gewandt, in welchem ich jedes Mal ohne neue Ergebnisse an den Email-Support verwiesen worden bin.

Es kann nicht sein, dass eine Auszahlung über 500 Euro mehr als 14 Tage in Anspruch nimmt. Wohlgemerkt nachdem die Auszahlung angeblich bereits bearbeitet worden ist. Gudar Casino bezieht keine Stellung und ist alles andere als hilfsbereit.

Dear AskGamblers Support Team,

I am writing to report a serious issue with Gudar Casino. On January 17, 2024, I requested a withdrawal of €774, and despite multiple attempts to contact customer support, there has been no resolution.

I request your assistance in investigating the status of my withdrawal with Gudar Casino and ensuring a prompt resolution.

Details:

Casino: Gudar Casino

Withdrawal Amount: €774

Request Date: January 17, 2024

Your prompt attention to this matter is appreciated, and I look forward to updates on the progress of your investigation.

I have been trying to get documents verified in order to withdraw for several days now. Casino policies state up to 48 hours for documents to be verified and also 24 hours for withdrawals. It has already been well over those time periods and I have tried communicating with the casino to no avail.

Exact same verification documents have been accepted recently by their sister casinos universal casino and w casino so I do not understand what the issue is. I have followed all rules and regulations outlined by the casino. Below are the transcripts from interaction with the casino. They don’t seem to have any interest in addressing the concerns or following their own policies either as is clear from transcripts.

First chat:

Chat Transcript with < full name removed >

Chat started on 18 Aug 2023, 12:58 AM (GMT+0)

(12:58:05)

*** Visitor 8327793 joined the chat ***

(12:58:05)

Visitor 8327793

Hi. What's happening with my verification documents and withdrawals, please?? It has been well over 48 hours since I put in the documents.

(12:59:05)

Customer Service

We apologize for keeping you waiting. Our operators are busy at the moment, in the moment that one operator will available will be with you.

(12:59:11)

Visitor 8327793

Same documents have been accepted by universal casino and wills casinos. seeing as this is the case they will be fine for acceptance

(01:12:19)

< full name removed >

??

(01:18:08)

< full name removed >

I've been waiting for over 30mins already..

(01:21:47)

*** Jhoneci joined the chat ***

(01:22:08)

Jhoneci

Hi! , how can we help you today? =)

(01:22:18)

< full name removed >

Hi. What's happening with my verification documents and withdrawals please?? It has been well over 48 hours since I put in the documents

(01:23:14)

Jhoneci

Can I have your username, please?

(01:23:23)

< full name removed >

< username removed >

(01:24:49)

Jhoneci

Give me a moment to check your account =)

(01:24:54)

< full name removed >

ok

(01:30:35)

< full name removed >

so....?

(01:33:59)

Jhoneci

your verification is in progress dear, you will be informed via email when it is completed

(01:34:15)

< full name removed >

its been over 48 hours already.....

(01:35:42)

< full name removed >

your policys state it can take up to 48 hours

(01:35:47)

Jhoneci

It could take longer dear :/

(01:36:14)

< full name removed >

thats would mean your in breach of your own policies then though.....

(01:39:19)

< full name removed >

We will remit funds standing to the credit of your account no later than three working days, if practicable, after receipt of your withdrawal request

(01:41:10)

< full name removed >

.....???

(01:42:29)

< full name removed >

i just copy and pasted that from policies page on your site

(01:43:25)

Jhoneci

Verification could take longer if our verification team need it dear, it shold be delayed due to the amount of requests to check

(01:43:25)

Jhoneci

Verification could take longer if our verification team need it dear, it should be delayed due to the amount of requests to check

(01:44:43)

< full name removed >

when i click withdraw it says up to 48 hours for verification and then policies say 3 days.... ts been longer than both....

(01:45:14)

< full name removed >

how does it work that you dont follow your own policies??? thats a massive breach of consumer rights!

(01:45:39)

Jhoneci

I'll send a request to our verification team so they can check it faster ;)

(01:45:39)

Jhoneci

I'll send a request to our verification team so they can check it faster ;)

(01:48:08)

< full name removed >

thanx. blows my mind how a corperation would risk such basic things as not following THEIR OWN POLICIES and risk the consequences such such a miniscule amount in the grand scheme of the amount of money that actually goes through your casinos.....

(01:49:17)

< full name removed >

at the very least the integrity of honoring them after creating them......

(04:00:41)

*** Jhoneci left the chat ***

(04:03:53)

*** < full name removed > left the chat ***

Second chat:

Chat Transcript with < full name removed >

Chat started on 18 Aug 2023, 10:50 PM (GMT+0)

(10:50:25)

*** < full name removed > joined the chat ***

(10:50:25)

< full name removed >

hi.

(10:51:25)

Customer Service

We apologize for keeping you waiting. Our operators are busy at the moment, in the moment that one operator will available will be with you.

(11:00:10)

< full name removed >

why is it that STILL my documents arent processed let alone my withdrawals please?? everything stated anywhere on your site policies say up to 48 hours.... it was already over that yesterday when i came to chat who said it was being escalated... STILL NOTHING.... what the???

(11:06:57)

< full name removed >

hello?????

(11:09:03)

< full name removed >

again with waiting already over 30mins of being 1 in que position....??

(11:21:02)

< full name removed >

should i just opt for reporting these issues instead to the likes of askgamblers etc??? then i will actually get some progress as opposed to this carry on...

(11:22:05)

*** Jhoneci joined the chat ***

(11:25:59)

< full name removed >

(11:26:41)

< full name removed >

its been an hour now......

(11:27:10)

< full name removed >

next step reporting it.... this is ridiculous and ive been more than patient

(11:56:32)

*** < full name removed > has rated the chat Bad ***

(11:56:50)

***< full name removed > has commented: far from live chat... flipping ridiculous!! ***

(12:26:08)

*** < full name removed > left the chat ***

Hi. Hope someone can help me.

I become number 2 in slotrace tournament. My winning from that was 300euro.. That I have to wager 5 times..

I did take picture of everything. I did the wager no problem. I didn't play games I cant play.. Because I took picture of all casino rules from start. So I don't make mistake. Anyway. I have 5000 euro to cashout..

When I try to cash out. Next day.. I wake up. Look they took 5000 and let me keep 500 euro. Telling me they max win from slotrace money is 500 euro.. I told them I have pictures of the rules no places say that. The casino change rules after my win.. I can prove it. I have sent the prove the rules that was in the site that time I played.

Good day! My name is Kosmas < surname removed > and I am your referral subscriber at the casino https://www.gudarcasino.com

I was delayed in processing and payment for more than 24 hours. I write to them by mail support.

They don't answer. In your description of this casino, the regulations say:

Withdrawal Times

EWallets: 0-24 hours

Card Payments: 2-5 days

Bank Transfers: 2-5 days

Cheques: Not offered

Pending Time: 0-24 hours

They do not comply with the regulations My account is fully verified and billing system.

Requested at: 2022-01-04 12:13:51 Status: IN PROGRESS Message: Balance was reserved due to withdrawal request.

Transaction id: gudarcasino_776255472

Processed at: 0000-00-00 00:00:00

I ask you to consider my complaint as loyally as possible. My nickname is name on the project KosmasGR

< Email removed >

I registered using your link. Thank you in advance!