Beschwerde #15 Gunsbet Casino

Winnings Confiscated & Account Closed Without Valid Justification

Von MauriceKing84

vor 7 Jahren

Hello

I recently signed up to this casino and made a deposit from my bank account. I won around $1000 then ask for a withdrawal. I submitted my ID, my credit card, a utility bill. Then I get an email saying they wanted a snapshot of my ecopayz which I submitted. Then they want a picture of my bank account. I supply that. Then i get an email saying I needed to take a selfie holding a sign saying "Hi, Gunsbet" with the date and my ID in one hand. I supply that. Next they want one with two hands showing, the sign, my ID and also the live chat open and showing in the selfie....again i supply. Then a few hours later I log in to see the progress and i was informed my account is closed and winnings/deposits confiscated due to fraud. I asked what they were talking about, as I have never been accused or commited fraud. The chat just said its closed forever due to fraud. So i sent an email to support, they told me he same. I asked for proof, which they wont provide. They keep saying I falsified documents and stole money from a bank....I think I would know if i did that, as I would be in jail. I keep emailing and asking for the proof, but only get the same answer. I have made several withdrawals at other casinos with no issue. Im sure all casinos employ similar fraud detection methods.

< copied emails and chats removed; reason - containing sensitive personal information >

Unseriöses Casino Gunsbet Casino

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Diskussion

AskGamblers

• Support Team

vor 7 Jahren

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.

Gunsbet Casino

• Representative

vor 7 Jahren

Dear Maurice,

We will take your advice into account.

Thank you so much for understanding!

Have a great rest of the week!

Best regards,
GunsBet Casino team

MauriceKing84

vor 7 Jahren

I can confirm my account has been opened and money returned. I do thank you for doing that. However, and I am well aware of fraud...but you really need a better consumer approach. There was never any “we are slightly suspicious and would like more verification” it was “you committed fraud and are permanently banned”. It was immediate, it was rude and it was unnecessary. Please teach your customer service representatives to be more mindful and approach the player with more respect. I’m sure fraud is committed daily, but you cannot just accuse them without giving the proof.
I do thank you for giving me access again to withdraw my money, but you need to learn better ways to deal with players.

Gunsbet Casino

• Representative

vor 7 Jahren

Dear Maurice,

We would like to kindly apologize for all the inconveniences caused by your winnings write-off and account closing. In order to prevent any type of financial fraud at our Casino, we take the verification process very seriously.

Please, understand that every player has to pass the verification process before their first cashout. Sometimes the documents provided to us can cause some suspiсions, and we have to ask for additional ones. If even after that suspicions are preserved, we have to ask for Skype verification, to make sure that all the documents are legitimate and the owner of them is the person playing in our casino.

After you successfully passed Skype verification, we have opened your account and returned all the winnings to your balance. You can withdraw them with no problems.

Sorry for the caused inconveniences. Thank you for your patience!

We wish you more winnings ahead! Good luck!

Best regards,
GunsBet Support Team

Gunsbet Casino Beschwerde-Statistik

Gelöst 30 / 32

Durchschn. Betrag $4,127

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

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