Gslot Casino - Player’s struggling to withdraw winnings.

I've been having alot of trouble here in this unreasonable casino at first they told me I can deposit with my visa card and withdrawals will be accepted by the card I use I deposited i and when it's time to withdraw they make a issue and say visa is not allowed to withdraw despite they told me earlier second I normally use bank transfer to cash out my winnings at other casino now I ask request to withdraw to bank transfer they say that's not available for me either.... They give me 4 payment method which is not available for my country i explain to them I already lose alot of money here and the amount I wanted to withdraw I lose more than that but they are not able to give my payment they continue telling me I should use the method which is not available any country they are very cunning and sly they would drain all your money and still make a issue when you want to withdraw it's really unfair if they didn't tell me that visa is not acceptable to withdraw I would have never deposit but they trick me bloody frauds

Dear Johana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Do I understand correctly that this was your first withdrawal attempt? Is there any alternative withdrawal method that would be suitable for you?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi I've been using bank transfer at my casino online there are few casino I use they all do bank transfer so why is it a problem to send my payment tho Bank transfer it's Also a payment method available for me and my country because it's international also I already told them several times that ecopayz is available for me but they need pay slip which i don't have and I won't be able to withdraw my payment from they they already told me thats.. I understand the visa withdrawal is not available for me because I've Never withdraw with visa Before but the point is that they told me I can use visa to withdraw my winnings that's the only reason I deposited in the casino and when it's time to withdraw they told me something else which triggers me right away I request bank transfer but they refused that's the only payment options for Mei would appreciate if I have my payment to bank transfer

Thank you for your reply, Johana. Would you be so kind as to forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Thank you in advance.

I've already message you on emails 3 times I got no response from you

Johana, I am not asking you to write me a random email. Please understand I am asking you to forward me the communication between you and the casino to my email address. Thank you.

Do you mean screenshot? Of conversation?

Hello Johana,

We have been informed by the Gslot Casino representative, that the withdrawal via bank transfer has been manually processed. If you haven't received it yet, I would recommend waiting a few more days, as bank transfers might take a little bit longer to fully process. I would like to kindly ask you to let us know as soon as you receive the withdrawal.

Ok great I'll let you no

Dear Johana,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi I received a attachments to my email saying I received my payment and it was successful send on gslot payment side unfortunately I didn't receive it on my side they ask for a bank statement showing the funds i received within the 31 to the 10 the date which they process my payment it clearly show that no funds was received during the period of time I contacted my bank there was no funds showing.... I also got email regarding the same thing from them asking me to contact my bank the payment was send they continue Say in it was sent from there side unfortunately there is nothing else I can do about it my bank does not see no funds from them and I also show them proof I wish to ask you what can happen? In such. A situation

Thank you very much Johana for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi thanks I was informed that I must take the tracking number and give it to my bank also I have to provide another bank statement showing the 31 to the 14 I informed them that if The tracking number has fail... Because I still don't see my funds what is the use providing another bank statement? I m tired of hearing the 1 thing over and over the payment was send from there side I'm going to hear it again after providing them with another bank statement which will clearly show no funds are there from them what am I supposed to do?

Dear Gslot Casino Team,

I can confirm we received your email with confirmation and the attachment of the transaction made by the bank transfer on the 31st of January. For moving the case forward, I would like to ask you a few questions.

Are you sure the payment was fully processed? Was the payment realized manually by one of the casino's team members or was it sent for processing to the payment provider?

Thank you in advance for providing the information.

I just go With what they said I received an attachment which I show my bank the payment was approve but I explained to them I have not received any funds also I provide for them a bank statement showing the funds i received the dare 31 to the 10 there was kit funds to be seen they ask me to give my bank a reference number which was processed my payment i was also ask for another bank statement showing the date 31 to the 14 I don't really understand what they're trying to prove there is no funds there still and if I provide another bank statement it will show nothing there and it's going to start all over again and again saying my payment was processed where is it! Has it disappeared in the air

Dear Johana and CasinoGuru Team,

We take customer satisfaction seriously and are glad to shed light on the situation.

We would like to inform you that the payment was successfully processed manually from our side without any return.

Once we have received information that the funds were not delivered to the bank account, the player was asked to provide the bank statement as a proof. After the player had sent the relevant bank statement, we transferred this transaction for further investigation. As a result, the player was provided with the proof of payment. The above-mentioned document displays the reference number by which the transaction can be tracked in the bank.  

Johana, we kindly recommend you to contact your bank with the number of transaction from the provided document, as the funds were successfully sent from the casino's side to the bank details that you provided us. As soon as you receive any update from your bank, please, don't hesitate to share it with us, and we will be more than happy to help you!

We hope that we have described this situation in all details. In case any additional information is needed, we will be glad to assist!

Your understanding in this matter would be greatly appreciated!

Kind regards,

Gslot Casino team

Hi my B's k is currently looking after this issue and will inform me ASAP

Hi I wish to inform you that the payment was paid joint with lottoland Casino on the 2 of feb I send a bank statement that it was showing two types of credit i received my bank inform me that I received a payment but it was joined I no the amount i received is from the lottoland Casino I don't see any other separate payments please tell me if my payment was joint with the lottoland Casino because both casino process my payment on the 31 of January and one set I received on the 2 of February

Dear Johana,

If you know, how much you requested by withdrawals from both casinos, it should be easy to check the amounts in your gaming accounts in these casinos and compare it to the amount you received on your bank account.

Could you please check it all from your side and let us know whether you received the sum of both withdrawals in one payment?

We are looking forward to hearing from you.

hi this is 2 screenshot of the 2 casino the amount of funds i supposed to receive after combined it together it's not the total i received into my bank account...k. It's lesser I would like to inform you that they have requested another bank statement showing the 31 of Jan to the today's date I'll send another bank statement in Monday please read the screenshot

Dear Gslot Casino team,

Thank you very much for the explanation above.

The player shared with us the information that she planned to deposit €300 into the gaming account so that she could withdraw €500 (minimum for a bank transfer transaction) in order to receive the original €200 that she needed to withdraw from the beginning.

Could you please explain to us what was agreed with the player regarding the withdrawal amount and what the amounts in the screenshot mean? What amount should have been received by the player from Gslot Casino?

What does the fee mean in this case and how did it affect the payment to the player?

Hi the screenshot I provide is the Google translate the currency I have no ideas about the screenshot you're showing me I was told that the gslot casino send 300 euro without no fee they told me on email no fee was taken ...I show them a screenshot of the amount of money I received from another casino which is proven that the gslot casino 300 Euro was not there to be shown I also inform them I'll provide another bank statement to show no amount of 300 euro was received by me... Also I'm replying to your above mentioned the reason why I told them that I'll deposit 500 to withdraw though bank transfer because I made a withdrawal of 300 euro back to the card I deposited with and it was rejected I was told to use another payment method but unfortunately non was available I request a bank transfer and was told that the minimum is 500 euro I didn't had 500 at the set time to withdraw i only had 300 on my balance I was only asking them in order to withdraw through bank transfer I'll have to deposit 200 more to add with 300 which will be the total of 500 so that I can withdraw to bank transfer which I was told the minimum was 500 they told me I can't do that because bank transfer is not available for me so I request a refund from them this the issue I'm dealing with I was told they process the payment on the 31 of Jan at the date lottoland Casino also process my payment on the same date on the 2 of Feb I received the amount of money from Lottoland Casino the amount was 695 euro I which is definitely not the amount the gslot casino supposed to send they said that the payment was sent from there side so I have not received it I'll provide another bank statement for them tomorrow

Dear Johana,

The screenshot is from the casino (we received it via email some time ago) and the questions are directed to the casino's representative. The information about planning to deposit €300 to be able to withdraw €500 by bank transfer is from your email that you sent to my colleague Kristina on the 27th of January. Now you are writing that you should receive the payment of €300 from the casino but the disputed amount of the complaint is set to €200.

However, I would like to wait for the casino's response after they review the updated bank statements.

Thank you for your understanding and for your patience.

Listen you don't understand my balance was 300 euro withdrawable I cash out though the method I use my bank card and it was reject I request a bank transfer and I was told the minimum withdrawal is 500 I only had 300 EUR withdrawable you need to read properly the above mentioned what you are talking about is the conversation I had with them before the bank transfer was made I kindly ask you to contact them and find out properly because no 200 was transferred to me just 300 euro was processed they said

Dear CasinoGuru Team,

We are glad to assist you in clearing some moments regarding this situation.

We would like to inform you that the player has made a request to withdraw funds in the amount of 200 EUR on January 26, 2022 05:44 UTC. Unfortunately, it was not successful on the side of the provider that processes the payment through a specific Geo of the player. 

Throughout emails and chats, Johana was repeatedly advised to use alternative methods for the successful withdrawal request. Namely, to activate the alternative payment method EcoPayZ. Unfortunately, the player refused to use it. As a result, she agreed to make a withdrawal through Bank Transfer, where the minimum amount is 500 EUR. In order to reach the minimal withdrawal amount, she would need to make a deposit of 300 EUR, as there was 200 EUR on a balance at that moment. However, due to the specific location of the player, such payment could also be declined on the side of the payment provider. 

After that, the player has continued his gaming activity and the balance increased to 300.15 EUR.

As we always value our customer satisfaction in the first place, we have processed a manual return of balance on our side - 300.15 EUR. The fee for the manual refund was paid from our side, there was no fee on the player's funds, and the amount of 300.15 EUR was successfully transferred to the player's bank, which is displayed in the screenshot. Nonetheless, the recipient bank could take a fee for such transaction and for the currency exchange (from EUR to GYD).

Furthermore, Johana claims that our transaction could have been merged with another transaction from a different casino. We kindly ask you to specify, whether another casino provided proof of the refund transaction, and what was the exact amount of this transaction? Without documentary evidence of the exact refund amount from another casino, we cannot be sure that the amount of the transaction from 02 February, that is displayed in the provided bank statement, matches the combined amount of both refunds.

We would like to emphasize once more that everything was done correctly on our part. Funds for the return were successfully sent to the player's bank!

Your cooperation and understanding would be greatly appreciated!

Kind regards,

Gslot Casino team

Hi I'v read the above mentioned thank you for clearing the misunderstanding with the previous reply I wish to inform you that the day I received my funds from the other casino i had ask the team if the money has send jointly with the lottoland Casino they said no they don't joint casino as I check with the lottoland Casino they have only one casino and no sister site . .upon checking the amount of funds i received in my bank account it's not the amount I expects from gslot casino because if you add 450 from lottoland Casino and 300 from gslot casino it's still not the total of 695 (165,0000) Guyanese dollar also proves that your funds were Not merged with the lottoland Casino I double checked several times also I'll provide the bank statement once again today because my bank said that after I request a bank statement For the 21st of feb I'll have to wait the following day for it finished kindly ask you to wait a bit more

Greetings all,

Thank you very much, Gslot Casino Team, for providing all information and for the explanation. It helped me a lot and I see it clearly now. The disputed amount of the complaint will be updated to €300.15.

Dear Johana,

Your cooperation and patience would be highly appreciated now.

Gslot Casino Team was very helpful and did its best to ensure you that everything was done correctly from the casino's side. You were provided with the transaction ID and other necessary data about the refund and the confirmation from the casino that the payment was successfully processed. Moreover, there was not included any fee for this type of transaction in the payment.

Therefore, from the Gslot Casino's perspective, there is not anything more to do for moving the case forward. Your issue is stuck at your bank and in the payment from Lottoland Casino.

Follow these steps, please:

• Request the confirmation and all data of the successful payment/refund from Lottoland Casino
• If it is not clear from the data, ask Lottoland whether they charged any fee for the transaction
• Use all those info from Gslot and Lottoland Casino and compare the amounts
• In case there are no irregularities in the amounts, send all the data to your bank for investigation (with transactions' ID numbers from both casinos)
• Additionally, please ask your bank whether they included any fee from their side into the transaction(s) and whether there are any possible differences due to the currency exchange rates

After receiving and reviewing all information, your issue could be moved forward.

Let us know please about any development, you can regularly share the data and/or documents with us directly here or via email (branislav.b@casino.guru).

We are looking forward to hearing from you soon.

Hi I wish to inform you that my payment from the lottoland Casino has been paid to me successful I received that payment on the 2 of feb in addition I had ask the gslot casino how long would my payment take they said 7 days please note that my payment from lottoland has been received the 2 of February I didn't receive any other payment after that even today's date I understand that the payment from gslot was successful from there side my bank has already look into this issue they find no payment i also provide for gslot today's bank statement there are no funds from them also you must understand that the payment and case is already closed from the lottoland Casino because my payment was send successfully I have no issues with them the payment I received from them is correct but unfortunately I've also try my best to show gslot casino that I have not received any payment my bank statement would not lie also there is proof that lottoland Casino payment is not joint I'll see to it to get the necessary data from the lottoland Casino

Dear Johana,

Have you been provided with any data or documents from Lottoland Casino, please? Did you find any discrepancies there? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Hi I'm sorry for the late reply my lottoland Casino ask me to wait for a few days but I confirm with my bank that the money was send to me but was calculate into a different way of checking example it's calculate 300 by 220 and that's why the payment seem less as I calculated the value 250 that's why there was a issue our country has stated that the EUR price had drop so therefore it was correct and I did receive my payment i apologize on the behalf of my bank and all the inconvenience caused thanks once again you may now close the case

Thank you, Johana, for confirming and for using the Casino Guru complaint resolution centre. I am very glad everything has been explained. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Gslot Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru