The player from Switzerland had his active balance annulled after an unsuccessful attempt for a withdrawal. We ended up rejecting the complaint because it was not justified.
Gunsbet Casino - Player’s balance has been cancelled.
Amount: €500
Gunsbet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I had 500 euros in my account and wanted to withdraw it.
it didn't work, now it's gone.
Automatic translation:
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4 years ago
Dear Markus,
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. Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Have you accumulated your winnings with or without an active bonus? Lastly, could you please advise if your account is still accessible? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
That's not true.
I copied and sent ID credit card, but they still didn't transfer my money.
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4 years ago
Dear Markus,
I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. Thank you in advance.
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4 years ago
Translation
I played with my money
300 euros paid up.
I have not closed my account
I couldn't go in anymore.
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4 years ago
Thank you very much Markus for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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4 years ago
Hi Markus,
I'm taking over your case. Did the casino state why your winnings were confiscated? There usually is some kind of a statement. Please forward this to my email address: peter.m@casino.guru. That would be very helpful.
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4 years ago
Translation
The casino gave no reason.
I find it outrageous to just take your money.
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4 years ago
OK Markus,
I will contact the casino and see what its standpoint is. I would like to ask the Gunsbet Casino to reply to this complaint.
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4 years ago
Hello Markus,
I got a reply from the casino and evidence that confirms it. Your funds (€507) are still in your account. The casino sent you several emails in English and German. You have to finish the KYC (know your customer) process. At first, you have to verify your email address by clicking on the confirmation link you received after registration. Then you have to upload pictures (but not scans) of your ID and credit card that you used for deposits. When the KYC process is finished, there should be no reason for the casino to delay your withdrawal any further. Please keep me updated.
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4 years ago
Translation
I've already done all of that
And the casino always replied in English.
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4 years ago
Hi Markus,
I actually saw the Email in German. It was sent to you on 4th of march 2020 at 16:25. Maybe it ended up in the spam folder. Anyway, the only way for you to receive your finds is to provide the casino the documents exactly as required - pictures (not scans) of your ID and credit card that you used for deposits. Don't forget to verify your email address. This is a standard procedure in most casinos. I believe it is worth the €507.
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4 years ago
Hello Markus,
Please note, Casino Guru is an independent website and we don't work for the Gunsbet Casino. Please upload the pictures to your casino account. Thank you.
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4 years ago
Translation
I've heard enough excuses now. As a Swiss I can no longer log in to Gunsbet because the page has been blocked.
And they just keep my money now. That is a cheek.
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4 years ago
Dear Markus,
Your account is open and your funds are on your gaming balance. Also, we don't see that you even made an attempt to log in your account. So, you can try to do it.
Kindest regards,
GunsBet Casino Team
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4 years ago
Translation
The Gunsbet casino page has been blocked.
The site is unsafe.
I can no longer log in.
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4 years ago
Hello Markus,
Could you please make a screenshot and upload it here? Maybe we can find out what the problem is.
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4 years ago
Translation
I was in there
My account is null.
What's going on there?
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4 years ago
Dear Markus,
I found a tutorial for you on how to make a screenshot in German:
https://praxistipps.chip.de/windows-10-screenshot-erstellen-so-klappts_36182
However, I believe the easiest way to finish your verification would be to ask a friend or a member of your family who have experience with such matters to help you with this. The funds are still in your account, you just have to pass the verification.
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4 years ago
Translation
My Gunsbet account is empty.
I was in it 0 euro
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4 years ago
Hi Markus,
I'm really sorry but I can't help you if you don't cooperate. You have to finish the verification, otherwise you won't be able to access your funds. Since I can't penalize the casino for this based on the proof provided , I'm rejecting your complaint.
Best regards,
Peter
