Queja #15 Gunsbet Casino

Winnings Confiscated & Account Closed Without Valid Justification

Por MauriceKing84

hace 7 años

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 >

Casino en conflicto Gunsbet Casino

Motivo Cierre de cuenta

Cantidad $1000

Discusión

AskGamblers

• Support Team

hace 7 años

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

hace 7 años

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

hace 7 años

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

hace 7 años

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

Estadísticas de quejas de Gunsbet Casino

Resueltas 30 / 31

Cantidad promedio $4,257

Duración media de quejas 7 días

Tiempo de respuesta promedio 1 día

Gunsbet Casino Quejas

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Delayed payment as my withdrawals are pending for more than 48 hours

Dear AskGambler team,

I would like you to help me to withdraw my funds on GunsBet Casino as my withdrawals are pending for more than 48 hours (and in their term and condition they mentioned it should be paid within 48hours).

Quick history :

18.10 : I submitted 2 withdrawals (5000e and 2500e because their T&C have a weekly limit of 7500e). I contacted the support to know if everything was in order and they confirmed and asked me to confirm the withdraw address which I did)

19.10 : withrawal rejected because they asked me for ID and utility bill (I was fully verified but it was a long time ago, so I did not see any issue to provide the documents once again, verification took a bit less than 24hours

20.10 9am : I resubmitted the 2 withdrawals (5000 and 2500) and during the day the 2500 was approved but not the 5000 one. I contacted my VIP manager who asked me to split in 2 withdrawal of 2500 (which is strange as the limit is 5000)

20.10 11am : I proceed to the changes and I was to told to do 3 withdrawal instead of 2 so I cancelled again to do 3 withdrawal (1400, 1300 and 2300)

21.10 : 1400 paid but still no news/update about the remaining 2300 and 1300

They are clearly in breach of their T&C, I have 2 withdrawal open (2300 and 1300) and a balance of 4500 for which I will request a withdrawal next week as the weekly limit is 7500.

As I didn’t succeed to obtain clear update regarding my payment except « we do everything possible to treat them asap » I am asking to follow up with them because ai would like to understand why it’s taking so much time …

Thank you in advance for your collaboration.

I attached some printscreen as proof of what I am saying.

Best regards
Pierre

Resuelta

€8,600

Gunsbet Friday bonus non existent rules

I played at Gunsbet with the Friday bonus 60%.

My balance was about 800-900€ and I finished wagering. Suddenly, my balance switched to 340-350€ something.

I asked for support, and he told me it is because of the bonus.

There is nothing like that mentioned in the bonus terms. There it says that if you play with any bonus, the maximum cashout is 10.000€. No extra terms for the Friday reload bonus.

So in fact they just stole about 500€ from me.

The support told me it's not mentioned in the terms yet, but it will be.

Resuelta

€900

GUNSBET again delays payment

Gunsbet again (like last time - solved by askgambler) the payment. Last wednesday they accepted the withdrawal of over 800EUR and then nothing happened. No payment received. Today I wrote them in the chat again. Then they told me to send them a bank statement where they can see that I did not receive the payment. I delivered the statement to them but still no reaction. Last time, it was already the same trick from Gunsbet.

Resuelta

€800

Withdraw being delayed

I played in the casino 3days ago and won 1500€, no rules broken or anything. I made my first withdraw request 3 full days ago too. First there was problems getting my account verified since the verification tabs that they said would be in my profile were not there. Yesterday i got my account verified through their support mail and have done withdraw requests and for almost 24hours and im getting told that they have "technical problems on the side of payment system" which seems pretty suspicious.

Resuelta

€1,500

Unfairly cancelled my withdrawal and are stalling on payment

I made a deposit of 10xrp at gunsbet casino

I won over 500xrp

I played it down to 450xrp and made a withdrawal

They cancelled my withdrawal and said that I didn’t complete the minimum turnover of my deposit which is x3

I clearly did however clear my turnover and now after 26hours later they are still giving me the run around making me wait undisclosed amounts of time for unknown reasons.

Please look at the time of my 10xrp deposit. And then with my 450xrp withdrawal.

I made a few deposits after I made the withdrawal which should not effect anything as those funds were not used to with the XRP I was withdrawing

I sent them proof of there mistake and they are still holding out I need this money immediately and they should pay up.

I’m a vip player and I feel really appalled with this service

Please engage with them and help me resolve this matter

Resuelta

$1,041

Withdrawal accepted but never paid

Casino accepted my withdrawal on Feb 21 for 500 euros, but I never received the payment.

After an inquiry at the casino, no proof was provided that paid. It simply says “accepted”.

They are checking. There is a suspicion that they are not checking at all but are simply fraud.

The verification has been in place for a long time, and I have already made several successful withdrawals on the site

Resuelta

€500

Withdrawal being canceled

They’re not paying me, they’re asking for things I just don’t exist, I’ve made over 100 deposits over here with the same method and I’ve never had a problem with it before and I’ve also made 100 withdrawals and I’ve never had a problem before

INTERAC is not a bank!

I supplied them enough proof to confirm that the e-transfer left my bank account and went directly to their bank account with the right confirmation number everything is clear and they are asking me for a wallet and things just don’t exist

Resuelta

$1,000

Delayed withdraw 10 days

After winning 1300 euro my withdraw is still not processed. I was contacting support a several times and I'm just being told that my payment will be processed shortly but nothing happens. Coustomer support is not able to give me any explanation. I am waiting 10 days now. I am a regular player of this casino, but such situations are unacceptable

Resuelta

kr1,500

Pending Withdrawal for over 45h

Hello AskGamblers,

I would like to submit a complaint regarding my pending withdrawal of €1,222.44 that has not been processed yet for 45 hrs and customer support is not helping at all. They keep on sending me the same repeating words of assurance that it will be processed soon but no progress at all. Please help me resolve my issue with Gunsbet casino. Thankyou

Resuelta

€1,222

Pending Withdrawal and Very poor customer support

Overall the main issue revolves to late “processing” of withdrawal and no support at all from customer support. Customer support keeps sending the automated message that payment is in queue, or is being processed or shall be received shortly.

Withdrawal was requested over 42 hours ago. On the chat I’ve been told that it may take up to 24 hours and now that timeframe is already doubled and I am still without my funds.

I had another withdrawal which was rejected on Friday, due to a missing document. This was rejected (therefore it was checked) within an hour and 50 minutes. So clearly there’s a huge discrepancy between that time frame and 42 hours. I cannot accept that to reject it takes 2 hours but to effect a withdrawal it takes over 42 hours and counting.

I sent two emails too. I received the same reply on both, payment is in queue or being processed which is obviously a standardized automated message as I read it a million times since Saturday.

Following the email to add insult to injury, I was asked whether I was satisfied the customer support. I chose that I’m not, to my surprise system generates an error when trying to give negative feedback.

Leaves a lot to be desired for a casino stating that they have fast withdrawals. Also what I demand is at least a decent update and not the random generic email or message as not it’s become unacceptable. Till now, I had to commence 8 chats all leading nowhere.

Resuelta

$1,500