My unpaid winnings

Dear @Winner336,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear Askgamblers Team and WINNER336,

We want to inform you that the withdrawal was successful. We believe that this complaint should be marked as resolved.

Thank you for understanding!

Kindest regards,
GunsBet Casino Team

Dear @Winner336,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear WINNER336 and AskGamblers Team,

We want to shed the light on the case, as it is different from what was described in the review.

Firstly, we want to draw your attention to the fact, that WINNER336 made a lot of withdrawal requests. First 7 withdrawals were cancelled because of the verification process - the player needed to upload the photo of the document, which proves identity and photos of bank cards, which were used in our casino. However, he did not get the answer from WINNER336.
The following 2 withdrawal requests were cancelled by player.

The other 4 withdrawals the player made via Accentpay - Card payments. This payment system is visible as a withdrawal option, however it is impossible to make a successful withdrawal via Accentpay - Card payments because of the technical settings on the payment system's side. The player was informed about that and asked to make the cashout request via alternative payment systems.

Going on and checking the WINNER336's withdrawal requests, we can see that after all, the payer decided to make a withdrawal request to Bank domestic withdrawal(the same as Bank Transfer). The first one was cancelled because of the document request. If the players make a withdrawal request via Bank domestic withdrawal, they need to provide us with the Bank statement. The document must include the following information (to compare the information that the player have provided during requesting withdrawal in order to be sure that the funds will be sent to the appropriate account):
- user's address,
- clearing number (BSB code),
- account number,
- beneficiary name.

After uploading the requested document, the user made another cashout request - the one, the WINNER336 was talking about. The withdrawal was approved on our side within 24 hours. However, it is about approval only on the side of the casino. Now I will describe the specifics of Bank Transfer, and you will understand that not everything depends on us. At first, the withdrawal is processed by us, and then the funds go to the payment system's side. After our confirmation of the cashout, the funds are withdrawn from the casino, and we can no longer influence the transfer. Unfortunately, the processing of the cashout by the payment system can be significantly delayed, which happened in this case.

Finally, the cashout was transferred to the financial department, and we got the answer that it was not formed on the payment system's side and the player needs to make a new withdrawal request. Of course, the player was informed, and we are sorry for such a delay. Although, we could not influence the situation because of the payment system's special aspects.

After being informed, the player made 2 withdrawal request to Accentpay - Card payments(the situation repeated) and 2 withdrawals to Devcode - Credit Card. The withdrawals to Devcode - Credit Card were cancelled, as player tried to make a withdrawal to the bank, which does not accept withdrawals from us. This is the common situation to players from Australia. There is also low traffic via Credit Cards.

The next-to-last withdrawal was made to Bank domestic withdrawal(Bank Transfer) one more time. Unfortunately, the situation repeated. The cashout was transferred to the financial department, and we got the information that the cashout was not formed on the payment system's side and the player needs to make a new withdrawal request one more time.

Right now, there is one more cashout request, that was approved within 24 hours on our side. We do hope, that this time the withdrawal will be successful and the customer will get the funds this time. We have also transferred this payout to the finance department to be sure that it will be a successful one.

We hope for your cooperation and understanding!

Sincerely,
GunsBet Casino Team