Gaming Club Casino - Player’s winnings have been reduced.

I won 1800 and withdrew 5 days ago I got an email today saying they have settled the outstanding chargebacks/returns on your gaming Club account using your current withdrawal.

they're saying I deposited 200 from my bank account which was taken out , and the casino is saying that they are the ones who cover the deposits and have to wait so many days till they get their money which they are getting their money twice and I'm losing many money twice. So they are taking $200 off of the 1800 so I'll be getting 1600 which I want my other 200 I'm still waiting on the transfer for the money

Dear briansaunders265,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have used to deposit funds into your account? Do I understand correctly that some of the previous deposits were returned to you without being credited to your casino account? Were you aware of these discrepancies?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I use my debit Visa,

And I had no idea about this until they that email got sent to me today and no it's not I was not credited I deposited different amounts equaling $200 they said the company who they deal with owes them money because gaming club payed my deposit

But every time I've made a deposit it's going into my account and I've played it off I have no idea what they're talking about

I have not heard a response about anything? Are you still looking into it?

Brian

We appreciate your patience while we’re still checking your issue. Each involved party has seven days to reply and we try our best to respond to each case in a timely manner. We do not work 24/7 and if we don’t reply to your comments immediately it doesn’t mean that your complaint will be forgotten. 

I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend that players contact the Licensing Authority directly and use this complaint as a reference. You can file an official complaint to the Kahnawake Gaming Authority. 

Here is the link: http://www.gamingcommission.ca/faq.htm and email address: complaints@gamingcommission.ca

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know if you file an official complaint so we can proceed with this complaint accordingly. Thank you for your understanding.

Dear briansaunders265,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have contacted the site you recommended waiting on reply. Have you heard anything

Thank you very much, briansaunders265, for your reply. I will close this complaint as "Waiting for Regulator Decision" and ask you kindly to let me know about any developments. My email address is petronela.k@casino.guru and I will be waiting for an update patiently. I wish you the best of luck and apologize that we were not able to help you more with this case. 

Dear briansaunders265,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at petronela.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for contacting me 🙂 and No the issue has not been resolved I never got an email reply .I just figured I'd take my loss this will be the second time two different casinos that I've won and never got my winnings and I spend a lot of money on these sites

I'm sorry to hear that. Could you please forward any supporting evidence that you contacted the Licensing Authority as advised? Thank you in advance.

Dear briansaunders265,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.