GunsBet Casino - Player’s balance has been cancelled.

ich hatte 500 euro auf dem konto, wollte es auszahlen lassen.

es gieng nicht,jetzt ist es weg.

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

Das stimmt nicht.

Ich habe ID Kreditkarte kopiert und gesendet, trotzdem hatten sie mir mein Geld nicht überwiesen.

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.

Ich habe mit meinem Geld gespielt

300 Euro einbezahlt.

Ich habe mein Konto nicht aufgelöst

Ich konnte nicht mehr rein.

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.

Danke

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.

Das Casino gab keinen Grund an.

Ich finde es ungeheuerlich einem einfach das Geld zu nehmen.

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.

Gut

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.

Das habe ich alles schon getan

Und das Casino antwortete immer auf englisch.

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.

OK.

Reicht das jetzt.

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.

Ich habe jetzt genug Ausreden gehört. Ich als Schweizer kann mich bei Gunsbet nicht mehr einloggen, da die Seite gesperrt wurde.

Und sie behalten jetzt einfach mein Geld. Das ist eine Frechheit.

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

Die Seite Gunsbet casino wurde gesperrt.

Es steht das die Seite unsicher ist.

Ic kkann mich nicht mehr einloggen.

Hello Markus,

Could you please make a screenshot and upload it here? Maybe we can find out what the problem is.

Ich war drin

Mein Konto ist null.

Was läuft da eigentlich?

Markus, please make a screenshot and upload it here.

Weiss nicht wie das geht.

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.

Mein Konto bei Gunsbet ist leer.

Ich war drin 0 euro

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