HomeComplaintsGunsBet Casino - Player is displeased with the casino’s withdrawal policy.

GunsBet Casino - Player is displeased with the casino’s withdrawal policy.

Amount: €197

GunsBet Casino
Safety Index:Above average
Submitted: 14 Jan 2020 | Case closed : 30 Jan 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player is displeased with the casino’s strict withdrawal policy. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

Hands off! I have to gamble 3 times my deposit to get a withdrawal of this profit? And then a very rude chat. I had to have my 197 completely closed in 0 games to close the account?

Automatic translation:
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4 years ago

Dear Julia,

Thank you for contacting Casino Guru and bringing this issue to our attention. I’m sorry to hear about your negative experience. I reviewed the casino’s T&Cs and found the following rule: 

"37. If a Gambler requested a withdrawal of the funds, but the sum of made bets since last deposit is less than 3x (three) times the size of that deposit, the Casino reserves the right to charge the Gambler the costs of transaction processing, including deposits and withdrawals." 

It states that you must wager the deposit three times, otherwise the casino may charge you transaction fees. So, you could have withdrawn your money, but you just wouldn’t receive the whole amount. Could you please send to us screenshots or transcript of the chat with the casino rep regarding the complaint?

Best regards,

Peter

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4 years ago

Dear Juli,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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