Gossip Slots Casino - Player has been accused of playing a restricted game.

deposited and received a bonus. Played out through various games and had a big win on a slot and balance about $10,000, played on to a balance of $12,500.

wager req was approx $14,800 and at a balance of about $8800 my remaining was approx $1600.

when I log back in my balance is $540, live chat say I have violated terms my wagering on live roulette.

On review of the terms it says that wagering on certain games is not allowed and if a player attempts to an error message will occur.

the error message did not occur and this would prevent players by error playing the game which violates their terms.

they have removed over $8000 of my balance and given no reason as to why if a breach of terms has taken place they are happy to leave some balance snd no "confiscate it" all as they word it.

None of the balance was won on a live game which I shouldn’t have been allowed to play, and I played on various games after this game so they have allowed play to continue after playing a game there systems did not generate the error message terms say it will. "Players attempting to place wagers on any of these games using bonus funds WILL be met with an error message"

terms say nothing relating to it being a violation or that they can take bonuses. I can understand it counting to 10% or even less of wagering contributions but if it’s explicitly not allowed to play on a certain game and if in the event you attempt to you will be given an error message then the player can’t be held responsible. If the violation is so serious then you should be taking all bonus funds back.

they tell me that any rules you aren’t clear on you can contact them and they can explain! I said no sorry rules should be clear and be able to be understood by normal people

Dear Kierangrayson,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

Please be advised - Bonus money used to place wagers on any of the following games is not allowed: Baccarat (including Live), Craps, and European Roulette (including Live). Players attempting to place wagers on any of these games using bonus funds will be met with an error message. Changing selection of game within the Live Casino lobby will no longer trigger this error message for the prohibited games listed above (Live Baccarat and Live European Roulette), however the bonus rules still apply. Bonuses must be claimed at the time of deposit. Bonuses will not be issued retroactively. All deposit bonuses are forfeit if any associated deposit funds are played prior to the claiming of the bonus. If you have any concerns or questions about our bonus program, please contact our customer service department before placing any wagers.

However, we think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

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

Hi patronela this was my thought. The fact that it says an error message WILL occur says to me it is a system level restriction that will not allow. I know many casinos do adopt this.

no warning was given by the system and according to the terms this error message would prevent you being allowed (even in error by clicking the wrong game) to breach terms.

I did ask regarding the error message and the operator said " you may get an error message ". I said that’s not what your terms state, they say you will get one.

i will send some screenshots of the chat

good morning, seems they have now realised it was a system error and their own fault as now if I attempt to click on the same game, the error message stops you playing it.

seems after my incident yesterday they have realised their system wasn’t displaying the error and have fixed it.

I have just checked the wording on the terms which have been changed from yesterdays, I believe the attached screenshot was sent to you yesterday. They have added in a line regarding the error message not showing if games are changed in the lobby. So again since yesterday the system has now been fixed to stop playing restricted games with bonus funds and they have altered their terms without notifying anyone! Very sneaky?!

Hi thanks, they have recredited the bonus. Just for awareness and to preempt any upcoming issue with withdrawal.

I have now successfully met wagering requirement and can withdraw $8200. Issue is I can only do $2500 per week and not via visa deposit method. Only bitcoin and bank wire. I’m going to attempt now but just incase any problems occur.

Awesome news, Kierangrayson. Thank you for the update. I'm very pleased to see that more casinos adopt this practice to block completely restricted games while a bonus is still active.

Please keep me informed about any further developments. I will mark this complaint as resolved as soon as we receive confirmation from you that all the winnings were obtained.

They don’t make withdrawals quick.

max $2500 per week.

48 hours from request until it’s processed and then a further 1-3 days once processed .

Watch this space

Ok so verified and confirmed by email, 48 hours and not processed so I ask and they want a doc.

doc isn’t on verification list, it’s a handwritten letter dated and with the deposit card on, must be signed showing authorisation for me to make deposits.

sent twice and "not received". Confirmed received today and advised 48 hours to process before then 1-12 days to receive.

I advised if withdrawn btc and chat say it has to be cancelled and requested by bank wire as btc wasnt used to deposit. They won’t advise which, if any, banks process faster out of the 1-12 day timescale. Told the only thing I’d for the bank to accept international transfer / withdrawals. I asked if they can advice any that do to avoid and delay after "12 days" and they

so difficult!

I fully understand your frustration, Kierangrayson. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Just an update, still not processed, every excuse going.

fillrd on all details for bank wire and 48 hours passes and sorry the routing number is incorrect. I assured them it’s not and sent screenshots. Oh ok our systems says it’s wrong. Can’t now process today so delayed till tomorrow. My second withdrawl under BTC has now disappeared from the account. So I’ve got one withdrawl pending to be processed tomorrow and the other I cant see. nothing more than a tactic tempting you to use the balance!!

Shocking

OK so I’m absolutely at the end of my patience.

so after the last withdrawal fail I give all the info again to the agent on Friday told it will be done later. The bank state for a int payment the IBAN and BIC SWIFT have all the info. Later Friday they "confirm the BIC" and it’s now too late to process it’ll be Monday but we’ve all the info needed.

monday (today) told it’ll process later but all info is there. Later I’m told it will be done by 12PM. After that it’s the end of the day. 4:30 I get back in touch and "sorry we are missing a sort code" WOW. I advise what is needed and send link to banks page, still adamant they need sort code, which they put in the routing box.

right ok, that failed last week so no point, it’s not needed. Well too late to process now it’s tomorrow. Ok so what are you doing with sort code? It will be input in routing box we won’t know if it’s right till processed. I said I can tell you now it will fail.

nearly 3 weeks now and still not processed, I’m just lied to about what the need, what’s happening etc. I know nothing and by this time tomorrow I’ll be back to tell you there’s been an issue. Shouldn’t be this hard to withdraw, a 9.3 casino rating I don’t know how. I’ve given all the info needed and they play games. Please help

Ok to my absolute shock they have finally processed the payment and a 3–12 day wait.

couldnt give me a txn ref (don’t have one). I said well there’s a receipt for every payment - I’m given a 9 digit alphanumeric code, I said which bank sender does that relate - oh we don’t know which bank we send from. Honestly it’s laughable how much garbage they talk.

so yet to receive and yet to check the ref but it’s confirmed it’s sent. I’ve got copies of ever my chat we’ve had, every lie etc.

so I had 2 x £2500 withdrawals with ref 14044 and 14066 which on 18 march were cancelled as they’d allowed a bitcoin withdrawal but you can’t on first withdrawal.

So they’ve just processed one of the withdrawls, when I ask about the second and whether it can be done straight away of have to wait 7 days they can’t see the other withdrawal. I said they were both there, gave ref and only ones processed. Oh I can’t see it, are you sure! Course I’m sure I’ve sent you screen shots.

so 3 weeks to withdraw and now the second withdrawl they cant find and are looking for. These need closing down it’s appalling

Thank you very much, Kierangrayson, for the update. I hope the payments will go through finally. The system doesn't seem to be user-friendly but I believe that you will receive all your winnings in no time. Please keep me informed about any further developments.

Thank you. Yes the system awful and the staff are dishonest.

they can’t give me a ref for the withdrawal to track it, there is no history to see the withdrawal either.

did the casino rep come back to you?

in Honesty 2 - 12 business days (so 3 weeks) is far longer than any other wire payment I’ve seen. Most say 2-5 days.

they don’t supply the id for payment so potentially they could not have sent yet and hold for another week then send.

with such a good rating and active staff on your forum surely you can get someone on board to comment ?

Thank you very much, Kierangrayson, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Kierangrayson for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gossip Slots Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you Peter

I expect them to come back saying it was down to me withdrawing through wrong method then providing the wrong info.

they allowed me to request 2 x $2500 via BTC. After waiting 48hr I’m told I can’t use that method. That’s fine, T&C do state that but it should either not be an option or not take over 48hrs to notify.

then the two withdrawals were advised had to be done by wire. I provided all requested info to agent over chat and after 48 hrs told the routing number (which I was told was a uk sort code) was wrong.

This time I’m told to leave routing number blank when agent took all info, asked to confirm the BIC number but by then too late on Friday to process so be Monday, Monday comes and it missing the sort code!! Your agent took all details and didn’t ask? Well we need it 🤯.. too late Monday so processed tue.

told it’s processed and up to 12 days. If you’ve not got on day 13 contact us! No ref for payment, no details, can tell me sender nor nothing. Told the payments can fail for wrong details and be returned, I said details can’t be wrong if it’s checked and failed last twice prior to sending, if it’s sent it’s happy? No that’s always the case, Ok how do you track it it it’s not received and no reference - no answer given.

Gossipslots if you disagree with any of my statements of event please let me know and I’ll post chat screenshot as proof.

asked about second payment for withdrawal and told there’s only one, ok so where’s the other one from the btc withdrawal,? So I’m now one of the withdrawals short!

accounts been closed for a reason they were emailing me about but has never been sent. Unable to login now to view any details, although nothing in there shows deposits or withdrawals anyway. It was commented if left a negative review, on which I commented it’d an accurate review on the experience I’ve had and I even offered to look at changing it if the issue was addressed.

Hi,

It is againgst our bonus terms to play Baccarat (including Live), Craps, and European Roulette (including Live). And players do get an error message and are restricted to play, however you bypassed this by entering the lobby and changed the game there. So we updated our terms accordingly as players take advantage of this. We recredited the bonus as a sign of good faith.

Upon checking your account I can see that you were requested to send the correct bank wire details several times, ranging from invalid routing number, not providing a swift code or sort code. These are all things we need in order to process a payment. The withdrawal process would have been quicker if the right details were provided from the start. You have received your $2,500 withdrawal from us, you then proceeded to chargeback 6 out of your 8 deposits, you have therefor been blocked from playing at our casino again.

Wishing you all the best,

Amanda - Gossip Slots

Hello Amanda

I will provide screenshots the information requested by your agents and what was supplied.

on the first occasion I was told the "routing number" was the sort dude for uk accounts and supplied this which transpires was wrong as uk accounts don’t have a routing number, the sort code wasn’t on the request and never asked for. I would expect your agents to be aware of what details are necessary for uk accounts unless it’s the first one you’ve processed.

when this failed and I looked into wire transfers it is the IBAN and BIC SWIFT only that are required and contain all the info. So second attempt again everything provided that agent asked he was happy. They then came back late Friday enquiring about the BIC code that I’d already supplied. This resulted in it "being too late"

to process and delayed till Tuesday when ultimately I’d supplied everything asked.

You wouldn’t give any payment reference for the swift payment as you said you don’t get one. No ability to track it or proof that it sent or when. Ultimate I wouldn’t have been on everyday asking if there was a tracking number. I’m just told if you’ve not got it by day 13 let us know as it may have been returned for wrong details.

there were 2 x $2500 withdrawals originally through BTC which got cancelled and one of these was converted to wire, the other I had to wait 7 days for you to process that one. There is no transaction history on the site so I can’t see deposit or withdraws into the account. Withdrawal ref 14044 & 14066, 1 has been processed the other hasn’t yet and I await that processing please!

I will provide screenshots to support what I’m saying and that information you state regarding the withdrawals is incorrect

Dear Kierangrayson ,

We have received information from the casino regarding chargebacks on your account. I would like to inquire if you are aware of such activity. Please note that engaging in chargebacks can result in serious consequences not only with this particular gambling establishment, but also with other establishments in the future.

Hi Peter

the casino we’re sending over information relating to this but nothing has been received. What was stated $300 and $375 in bitcoin fees, however as a uk customer that currency is not used and I don’t used crypto for which any fees could relate.

there may be an error on the casinos part as also any ban would apply apply across their sister sites yet I’m able to deposit on those sites.

as it stands I’m unpaid $5000 from the casino, they provide no details relating to a payment they state they’ve processed, they can’t confirm the second withdrawal payment which is outstanding at present and it took over 3 weeks to get that first payment to processed stage. The casino make out that is down to the information I provided wrongly which you can see shortly is incorrect and it’s down to them changing their mind on what’s is needed resulting in delays.

at present all I’ve had is a threat from Peter relating to something I’ve been given no information about and the real issue over player funds has gone uncommented on

I have checked the general bonus terms and conditions, and this is what I found (here):

If we suspect any activity on a Player's part to be in breach of these Terms and Conditions or to be fraudulent or criminal, or if any of your deposits are charged back, we will have the right to (i) withhold any deposits made by the Player and/or any winnings due to the Player, (ii) compensate the Company for any amounts owing to the Company by the Player (including under the indemnity provisions hereof), and to further deal with such amounts as required by law or regulatory requirements.

By accepting any prize and/or winnings from the Company, the Player confirms compliance with these Terms and Conditions and consents to the use of his or her name for advertising and promotional purposes. All applicable taxes, if any, on any prize is the Player's sole responsibility.

It is important to this case if you did chargeback the deposits, if you did it is considered fraud and unfortunately you will no longer have any claim to the winnings. I would like to once again inquire if you are aware of such activity.

the casino we’re sending over information relating to this but nothing has been received. What was stated $300 and $375 in bitcoin fees, however as a uk customer that currency is not used and I don’t used crypto for which any fees could relate. 

there may be an error on the casinos part as also any ban would apply apply across their sister sites yet I’m able to deposit on those sites.

Dear Kierangrayson,

Have you not issued these chargebacks? If it's an error on the side of the casino we will have to examine the chargebacks to see why they have occurred and we cannot continue with the withdrawal process until this issue is resolved. Thank you in advance!

good evening, I do not know any details aside a $300 & $375 bitcoin fee stated by them. I know nothing about charging back a $300 payment or $375 bitcoin fee. Firstly I have never used a crypto method to despots it into any casino secondly all my payments are in GBP not USD

Kierangrayson, could you please provide screenshots of your transaction history to prove you have not deposited using crypto as well as not charging back these deposits? It would help a lot with this investigation.

Thank you!

As requested see screenshots. There have been 10 deposits I believe made as highlighted by the green markers.

Total paid in GBP - £391.87

Total paid in USD - $473.59

The total number of deposits made does don’t tally with the number they quote neither does the total in USD amount to the quoted $300.

In terms of the $375 fees in btc they quote, is it possible to chargeback a crypto payment?

Thank you very much Kierangrayson, I'd like to ask if you if you could provide a bank statement from the date of the first deposit until today, it would greatly help in the investigation of this case. You can send it to my email peter.c@casino.guru.

Thank you!

I had replied to Peter by email.

ok so I’ve had no information on the transactions by email just a list of 6 sent on chat which show transaction date time and a company. Nothing relating to a chargeback.

firstly I’m told $350 disputed snd then $450 in bitcoin fees. I enquired as I’d never used btc so could have fees and told I need to pay $800 in crypto ONLY. I don’t have crypto as a payment option and I’m any event if I had enough information to show I needed to pay a charge then I can’t as it’s crypto only.

yesterday I’m told it’s 350 plus 450 in bank fees, 75 for each transaction from my bank and their bank they say. The payments they list are not payments to gossipslots at all, they are payments to companies in Nigeria who aren’t part of them.

can’t find any info on these companies online and advice is to be aware of potential scam as anyone paying an American company then receiving information from them on a dispute from a company located in another continent should be aware.

in any event I still await an update on the processed withdrawal which has gone passed the hugely ridiculous 12 working day window now and I can’t get any information or tracking data for this. I then still await the second withdrawl to be processed that they claim they can’t find.

this company need striking off. Delay a withdrawl 3 weeks then finally tell you it’s done, payment withdrawl not received after 3 more weeks and some dispute created coincidentally for payments to some spurious company in Africa. The customers serving withdrawl has disappeared into thin air and " they know nothing about it " … $5000 out of pocket in winning and then claimed they are owed $800 from me. They really are something unexplainable

Dear Kierangrayson, the casino has provided me with the evidence of your chargebacks so I would like to kindly ask you if you can confirm that you have chargebacked your deposits.

To answer your concern about currency, you have indeed deposited in GBP but the casino system operates in USD as you can also see on the pictures you have provided me with earlier. These also correspond to the amounts of the chargebacks you can see in the evidence from the casino.

I would like to explain to you why chargebacks are punished so harshly. If the cardholder does successfully file a chargeback, then the gambling company takes the hit for the fraudulent transactions. If the company faces too many chargebacks within a certain time period, its payment processing provider may penalize the business with fees or even cancel their contract therefore they have the right to confiscate your winnings and ask for compensation of the fees arising from the chargeback.

Thanks peter

I have not charged back any deposits made to the casino and I have spoken to the bank and they confirm no chargebacks to the casino either.

thats not really evidence of chargebacks it’s a list in a spreadsheet format, can i see in form of a bank statement of gossipslots the chargeback listed please.

Hello Kierangrayson, I kindly request that you provide the bank statement as evidence to confirm that the chargebacks did not happen. If you do not I will take it as a noncooperation from your side, and sadly will have to reject this complaint. The casino has provided what they could and it is now your turn to contribute to the investigation.

Thank you for your understanding.

Thank you for providing the evidence but I would like to ask you if you could provide an actual screenshot of the your bank statement. I don't want to question the credibility of your evidence but I hope you understand that it would be better if the evidence was in a format that cannot be edited.

And to clear things up, the proof casino provided is a screenshot from an admin overlooking your account in the casino system.

Thank you in advance!

Apologies had to wait for these to come through

Dear Kierangrayson, I would like to ask if your eToro account is linked to your bank account.

Thank you!

The etoro is linked to which bank account?

the etoro is a bank account.

Peter with respect this is going on a very long time now and I know you are doing what you can but gossipslots are now ignoring all my chat messages and will not discuss anything.

im in the dark as to what’s happening and getting nowhere.

a agent informed me Saturday night of the bank details used by them and they quoted an account number and routing number.

uk accounts don’t have a routing number and as per the first withdrawl attempt which failed when they used the sort code as the routing number. I didn’t give a routing number this last time yet they’ve used one. They also advise they use a payment provider that doesn’t give any reference to track the payment.

what an awful awful casino

Good evening Peter.

ok the casino point blank refuse to speak now. After clarification that they used the wrong information when requesting my withdrawl, which caused the first payment to fail and return to them as a result, they now won’t speak and end chats!

so I hope you’ve got something from them as they don’t discuss anything or give me info or anything I ask, not sure why they are being like this after months.

im hoping you’ve got something agreed now, quite disappointed that after being asked to supply bank screenshots it took nearly a week to come back and ask if my etoro bank account is linked to my bank account. Still not entirely sure on the request as my etoro account is a bank account.

please feedback as it’s in need of resolve pls

Dear Kierangrayson, I'm still trying to investigate the chargebacks which occurred as until this issue is resolved you won't be payed any more of the winnings.

My question about your eToro account is due to that the charbeback evidence the casino provided was made to an account at a bank, not eToro. If you have received any of these chargebacks to your card we will sadly not be able to get the casino to pay out your remaining winnings as chargebacks are considered fraud and resolve in confiscation of any winnings as I have explained earlier in the thread. The casino is simply enforcing their rules and there is nothing I will be able to do about that if that's the case and sadly will have to reject his complaint.

If you are certain you have not made these chargebacks, I would advice to contact the provider you have used to deposit at the casino and ask if they have performed any chargebacks for security reasons or otherwise in your stead.

Thank you for your understanding!

Afternoon peter

im very confused here now and again it seems you are siding with information given by the casino.

I have provided proof of payments from the etoro account in USD for the amounts matching their screenshots.

the etoro money account is an account with a visa debit card from which the payments were sent. The casino claim that chargebacks have been done, now the only way to do this is via the card used to deposit. No one can raise a chargeback then have it paid to another account so I’m not sure what information they are showing you.

I’ve attached a copy of the card used to make payments which is same as the one on their screenshot so not sure where an account at a bank comes from.

the provider used was etoro money. The card used is the debit attached, the payments to casino have been sent above and screenshots provided of the account as requested provided. I’ve provided everything you’ve asked.

Can you inform what bank and details you have that the chargebacks went to?? Really need to get this moving tho now sir

Yes Peter it’s the one in this screenshot here, and the same account statements provided above

I think the last order of business would be to provide an official bank statement in PDF form to have a bulletproof evidence that you have not chargebacked your deposits. If you can provide me with that I can discuss with the casino what steps we can take to help resolve this issue.

Thank you in advance!

Sir with respect it was 1 month ago you mentioned first time about chargebacks

you asked for a statement, I provided but not good enough. I provided a further screenshot yes statement last week as requested and now seems this isn’t good enough.

im told the chargebacks were returned to a bank account not my etoro than I debited from. I provide screenshot of debit card confirming and matching payments on screen, not good enough again. Come on Peter I’ve given everything asked for and last week gave the screenshots, why not request this last week if needed. I provide what I could find online for the account.

if the casino state chargebacks have occurred then they get the opportunity to appeal this with the requesting bank. If they say these occurred then have they challenged them as this would show the bank account (Yorkshire you said) and they would have the proof to overturn any transactions.

did they appeal these? At least then we can have some solid information on what’s happened. What US bank were the payment to gossipslots to and I’ll ask where I can about the payments labelled gossipslots.

while I appreciate the chargebacks have been the focus, In the background I’m guessing that the withdrawl transaction missing (or returned as they used wrong details) is ready to be paid and the missing withdrawl that they not been able to find you’ve sorted and that’s ready too to pay.

joke that it was 6 weeks and no withdrawl from them and it’s been raised over 5 weeks here and still waiting. Can you confirm that once the "chargeback" issue is sorted that the $5000 payments will be paid to me definitely please?

I would like to address some of your concerns:

you asked for a statement, I provided but not good enough. I provided a further screenshot yes statement last week as requested and now seems this isn’t good enough.

I apologize if you feel as I'm asking for proof too much but this is a difficult case which requires further investigations and evidence. We are dealing with illegal act of chargebacking money that was already played which penalizes the company and resulted in your block.

if the casino state chargebacks have occurred then they get the opportunity to appeal this with the requesting bank. If they say these occurred then have they challenged them as this would show the bank account (Yorkshire you said) and they would have the proof to overturn any transactions.

The casino cannot appeal to the already occurred chargebacks as those were processed and the money is simply returned to the sender.

I also asked you about the bank because I wasn't sure about the payment method as I'm not well versed with eToro, we have determined that the payment provider you used was eToro with your VISA debit card so please disregard my previous statements.

while I appreciate the chargebacks have been the focus, In the background I’m guessing that the withdrawl transaction missing (or returned as they used wrong details) is ready to be paid and the missing withdrawl that they not been able to find you’ve sorted and that’s ready too to pay.

The chargebacks are the focus because without resolving this issue your account will remained blocked, and winnings confiscated, therefore there are no withdrawals to talk about until we finally settle this issue.

joke that it was 6 weeks and no withdrawl from them and it’s been raised over 5 weeks here and still waiting. Can you confirm that once the "chargeback" issue is sorted that the $5000 payments will be paid to me definitely please?

Yes, I have been kindly explaining this to you for a month now. If we prove that you have not chargebacked and the money never arrived back to your account the issue lies elsewhere and after resolving that we will be possibly able to continue with the withdrawal process.

So please, I once again ask you to please provide an official bank statement from the dates of 30/3 until 30/4.

I have found a guide online on how to do this on eToro (here) and you can send it to my email (peter.c@casino.guru). If you do not provide this statement, I will take that as noncooperation from your side and will sadly have to reject your complaint.

I'm looking forward to your answer and thank you for your understanding!

We are dealing with illegal act of chargebacking money that was already played which penalizes the company and resulted in your block.

thank you Peter it seems here you’ve decided on the fact you are dealing with an illegal act? So you've taken side with the casino regardless then and they are right to block me as I’ve penalised them? Glad to see you are impartial here!!

The casino cannot appeal to the already occurred chargebacks as those were processed and the money is simply returned to the sender.

I can assure you chargebacks can be appealed after checking. Banks cannot simply recall payments without allowing the company to dispute it by giving their evidence. They have the right to appeal and I would urge them to do this and they will be able to provide the info the bank asks and the payments reversed back to the casino - if this has taken place!

it is the casino who state this has occurred and so I ask for further evidence. You have requested statements and I have supplied 3 different documents now.

I have followed your advice in the link and I’ll attached the screenshot of the results below and I have a video (which I can’t attach) showing the request. The data it shows is the trading information and not the cash account summary.

it seems regardless of what I produce anyway you have decided on what’s happened.

I would very politely request that they supply expanded details on chargebacks so I can take those details to the bank and at least have a reference not just casino name that means nothing to them. If they have proof this took place then it is far easier they can supply the proof or appeal the dispute

Hello again,

thank you Peter it seems here you’ve decided on the fact you are dealing with an illegal act? So you've taken side with the casino regardless then and they are right to block me as I’ve penalised them? Glad to see you are impartial here!!

I'm saddened to hear you feel like I'm siding with the casino but the truth is that I can't force the casino to pay out your winnings if you have breached the their terms of use. These are the rules that they are enforcing found here:

23. If we suspect any activity on a Player's part to be in breach of these Terms and Conditions or to be fraudulent or criminal, or if any of your deposits are charged back, we will have the right to (i) withhold any deposits made by the Player and/or any winnings due to the Player, (ii) compensate the Company for any amounts owing to the Company by the Player (including under the indemnity provisions hereof), and to further deal with such amounts as required by law or regulatory requirements.

24. By accepting any prize and/or winnings from the Company, the Player confirms compliance with these Terms and Conditions and consents to the use of his or her name for advertising and promotional purposes. All applicable taxes, if any, on any prize is the Player's sole responsibility.

All I'm trying to achieve here is to have an official statement I can provide to the casino.

The official statement has multiple options as you can see here:

What you have provided is the 1. Account Summary - shows your personal details and the main totals for the selected time frame.

I would like to ask you to provide is the 3. Account Activity - generates a list of all the transactions made in the account within the selected time frame (deposits, withdrawals, positions opened and closed, fees etc.).

After your statement is generated please click the "save as PDF" icon here

and kindly send the file to my email (peter.c@casino.guru) so I can review your transaction for the charge backs. If there is no evidence of that I will forward it to the casino and we can begin resolving this issue.

Thank you for your understanding!

I'm saddened to hear you feel like I'm siding with the casino but the truth is that I can't force the casino to pay out your winnings if you have breached the their terms of use. These are the rules that they are enforcing found

not strictly Peter no but it feels a lot of emphasis is being placed on me to evidence what they say has happened, which I have, yet you don't seem to want to ask the casino who allege this to provide simple details in support of their claim.

ive never said that you need to force them but I’ve not been awkward in disclosing anything.

What you have provided is the 1. Account Summary - shows your personal details and the main totals for the selected time frame.

I would like to ask you to provide is the 3. Account Activity - generates a list of all the transactions made in the account within the selected time frame (deposits, withdrawals, positions opened and closed, fees etc.).

After your statement is generated please click the "save as PDF" icon here

I’ve checked this again Peter, the terms stated here : closed positions, closed trades, copied trades, positions open closed, dividends, filing taxes, fees, commission and profit/loss all relate to activity within the trading account as well as deposits and withdrawals into the trading platform. I can provide you this in PDF no problem.

now the most simple action here is, as it’s the casino that allege chargebacks they have all the documents, links and information to show the transaction being disputed in writing from the bank. I have advised them that they should dispute what they believe is an incorrect chargeback and they have the opportunity to provide information to the bank for each one showing the reasons why the chargeback is incorrect. A bank cannot just take a payment back without an opportunity for the company to appeal it.

See process below and how they have opportunity under this to appeal with the bank.

so if chargebacks occurred they would follow the appeal or accept process which would see them appeal this surely. If not you have to ask why. As the 30 days stated above has passed now from when they state they took place their right of appeal will have gone.

this should finally put this matter to bed so we can move forward. Please advise sir

I'm saddened to hear you feel like I'm siding with the casino but the truth is that I can't force the casino to pay out your winnings if you have breached the their terms of use. These are the rules that they are enforcing found here:

good morning Peter. In the interest of time having been ongoing for weeks here with yourself can you look to expedite this today please having provided unequivocal proof as well as highlighting the issue raised by the casino being open to appeal allowing them an opportunity with the bank to provide all the information and evidence they hold.

Even if a player had raised chargebacks, for example, if the casino followed the right of appeal, and with that process with the bank, it was found in the customers favour, I would say, the casino did not have sufficient proof to satisfy the bank and even under those circumstances the bank would have absolutely no right to withhold any payment as a result either.

I therefore respectfully request as your quote that you force the casino to payout these winnings for which they’ve never provided a tracking reference as they don’t get one and then last week on confirming the account details they quote having used a "routing number" which was never provided as uk accounts don’t have this, this was brought to light on the first attempted withdrawal, which subsequently failed for the routing number being incorrect.

I would ask for your comments as quickly as possible and would hope that as a result of their behaviour you review your affiliation with them and certainly their rating on your site. You claimed to me that the act of charging back transactions are in an unlawful manner, was illegal the casino had a formal process to follow in appealing what they claimed. The decision on whether they follow this or any subsequent information on liability should be enough to show if their claim is genuine

Dear Kierangrayson,

Given the complex nature of the problem and the fact that we haven't received the requested official bank statement from you, we're facing some difficulties in getting to the bottom of things. Consequently, we'll need to take some time to internally examine and discuss this matter before we can provide you with any additional updates. It's crucial to grasp that without the necessary information from your end, our ability to move forward with the investigation is currently impeded. Rest assured, we're doing everything we can to resolve this, and we'll be sure to keep you informed of any progress in the next few days.

Hi Peter, I don’t think there’s anything particularly complex if I can just outline the basic facts up to now.

Initially on logging my morning Discover, my balance has gone for around £12,500 to in the region of £500. When I enquire and told as I played a restricted game, I have breached the terms and so the balance is removed. When I look into the terms and conditions, it states if you attempt to try and play a restricted game you will not be allowed. I did put this forward that was continually held responsible, even though I should not have been allowed to play a restricted game. The following day tomorrow surprise, my balance has been increased again back to the original £12,500 figure and attempting again to try and play the restricted game a message now appears advising you are unable to play this game with your bonus cover and so the software glitch had been looked into and resolved.

I said make two withdrawals at £2500 each to a bitcoin wallet. Payments take 48 hours to be processed, minimum of, after waiting this, I then chase up the payment and told ready to be cancelled as this method cannot be used on your first two withdrawals.

I try and request payments via wire and it will not allow, this has to be done manually give the details to the agents to process. All requested details are provided, 48 hour wait again, after which the payment has been rejected. Reason is incorrect sort code which I was advised by the agent taking the details is the bank sort code for UK accounts.

Second attempt i confirm UK accounts do not have a routing number but a sort code, the agent says yes for UK account, that’s what this refers to and attempts the payment again. Another 48 hour wait, which lands on a Friday doesn’t get processed but there’s nobody in at the weekend so it’ll be Monday. Processed and yet again it comes back rejected, told now to use zero as the routing number in future. The bank confirms all the information needed for these payments is contained within the BIC code and the IBAN code.

Next attempt withdrawal all the information again provided, confirmed, confirmed again, and yet again, another 48 hour wait again in London on Friday. Friday dinner time I am advised of no routing number, slightly frustrated at this point and explain it again and that it should be left zero. Frustrated i now then enquire what time it would be processed on the Friday after last weeks delay over the weekend. No answer would be given. It will be done today and all the usual excuses. Mid afternoon and I get told as it’s not on the system by dinner time, It’s too late and it will now be Monday Tuesday again. Monday comes again told the routing number is missing, I then have the whole conversation again and explain all the details were taken by their agent, confirmed that they were okay and ready to process. Sorry sir, it’s missing a routing number and he then states that he will put the sort code in as the routing number, I’m very strong voice not to do this as when this was previously the payment failed.

Then finally, I receive the words I never thought I’d hear and it is processed. I asked for a tracking number for reference and nothing, I’m advised they don’t get one. Advice given is wait until the 12 days are up and at that point, I can raise it with them. Who would use a payment provider to send that amount of money with no ability to track it or reference? What a load of rubbish I thought. It’s almost like putting £2500 in an envelope in the standard mail and did not get into the destination, and absolutely no way of knowing where it is, which part of the journey it made, or if it landed at the right address etc.

At this point, I’ve been banned so I cannot login yet strangely to sister sites Drake and VIP I have not been banned from and they are happy for me to play on there. If somebody carries a risk, they will be banned across all sites so I think the hope was more, I would feed these sites with money so they could benefit financially.

They are now refusing to talk to me and any chats I open or close down without any information. I checked the information and were the money add been sent by them and the information provided contained a routing code, which was the sort code used previously on which withdrawals failed.

And again, I am now highly frustrated, despite my efforts that again, use the number which has previously failed and this would mean that the payment would’ve been refunded to them I believe. But as I say, they now refuse to talk and so can’t get anywhere.

So whilst I disagree, the case is complex, it is a casino who state an issue with chargebacks. Despite this being their allegation to you, they really have provided nothing substantive in support. They would’ve had official opportunity to appeal any chargeback which anybody would do if it had occurred. Strangely they did not do this. The bank of said it should’ve been appealed. The bank say in order to review any payments.

That are clear to be disputed under the circumstances, they state if they can provide either yourself or me with the details off the chargebacks, which be the date & time it was received, the reference number, which was attached to the transaction, the name of the company, which the payments disputed with, do you have the transaction & the account number it was claimed back from (the account number must be displayed, however, please ensure the first portion of this covered in the last four digits visible). They can then review the transaction & charge back if there is one.

They have said that normally once the period of appeal has expired Generally the opportunity is gone. They say in the information provided to them confirming the right to agree or appeal, a full explanation of charge process is explained, although many establish businesses are aware of how to deal with these

As a large casino operating for an extensive period, This would not be the first time they have come across a chargeback. In the unlikely that it was, information is provided by the banks on how to deal & get further information.

there is no logical reason why any business or individual who has been financially disadvantage by what they allege is a fraudulent action, having been given the opportunity to formally appeal what has happened, we’re then not exercise that right, and provide the evidence to the bank stating what has happened.

To put this into real terms. It’s like you having your bag stolen, which contains $1 million in cash. You know who it is where they live and evidence to show this. He says to you. You ask a policeman walking past what you can do, he says look, we don’t know why he took it but we can definitely help you. Here’s my card you just need to ring me within seven days and I’ll take the information and present this is a thief and then we’ll decide. There is no doubt that it was taken and you’ve got evidence showing who it was so all I can say is give us a ring in the next week so that we can investigate.

You know this was stolen unlawfully and have proof of this, you obviously want your suitcase back and your million dollars. But on reflection, you decide that your best, and only chance of getting it all back is a simple phone call with the police yet you sit back and think no I’m not gonna bother.

As the days pass you quickly realise that life without the million dollars is now massively difficult and saw you ask a judge to order it to be given back to you. The judge is very confused and asks why you didn’t go to the police within seven days who would’ve sorted this very quickly, now the judge thinks something isn’t right here. He had a simple opportunity to get this back but didn’t do it. Now the judge thinks there has to be a reason for this and concludes that either he did not have the proof and evidence that this happened or there was another legal reason why you didn’t want the police asking questions about any of this. He also thinks maybe this didn’t happen at all and that’s why he didn’t want to be investigated.

you believe that nobody in their right mind would choose, having lost out on a huge sum of money to not have the police investigate it, your worst option is you lose the case, but the best option is you get your money back. Do you want she was the judge to go and ask the "thief" a to prove exactly where he’s been for the last month. No the thief says to the judge, sir I’ve done nothing wrong I’m being accused of this u shouldn’t be pushin me to provide lots of evidence the burden of proof as he is the victim. Surely has to be the man that’s lost the money. if judge he has all the proof he states then why would you not spend five minutes on the phone give the evidence to the police as surely they agree with him & get his money back. If he’s got enough evidence to allege this when you shortly need to question his actions as being out of the norm

Now judge this is becoming very stressful as he had the opportunity to appeal with the police & didn’t, and that rather than seek the evidence from him, & the illogical reason behind not speaking to the police, you continue to harass the victim rather than pushing him for answers on what could be a false claim.

I may have to put this forward to my attorney, so that action be taken against the judge will continues to harass and who actually told me yesterday I’ve been approached and was dealing with the illegal activity of me, having stolen $1 million, or the other option is to take action against the other party who makes a allegation of theft against me & slanders my name without any reason.

So Peter, pls view this case impartially & consider the points I stated again rather than a feeling that you are siding with the casino & pushing me as the financial victim into providing evidence when the casinos actions are questionable at best as they have chosen to not Follow the appeal process which would be the most bizarre decision I have ever

Hello there, I have discussed this complaint with my colleagues and we came to a conclusion.

Even though I understand your frustration with how long the withdrawal process was taking, once the charge back was issued casino has a full right to enforce their terms and conditions to which you have agreed to. These rules I have mentioned before say that any winnings you were due are forfeit and the casino is under no obligation to pay it out anymore. It is irrelevant if the issued charge back was appealed or not as the act of issuing it is enough for the rules to apply. The casino has provided us substantial evidence that I have kindly shared with you earlier in the thread as well as other statements with transaction IDs as you demanded. I will share them with you at the end of this post. If you do not provide substantial evidence that proves otherwise, our hands are tied when it comes to resolving any issues.

The only thing I can advise is to provide the aforementioned official financial statement that could help us discuss next steps with the casino. As I understand eToro has a customer support department, you could try contacting them to advice you how to provide the financial statement for the months of March and April. Please share this documents with me at my email (peter.c@casino.guru). If you do not do so, we will be unable to help you further and will have to reject your complaint and mark it as "insufficient evidence from the player".

Lastly if you're unhappy with our free service, I recommend you contact the licensing authority of Gossip Slots Casino which is the Curaçao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Curaçao Gaming Authority has more options and tools to help players but will nonetheless require the evidence we’re asking for as well. Please let me know if you need help with submitting the complaint or how they responded if you choose to do it on your own via my email (peter.c@casino.guru).