Guts Casino - Player’s withdrawal request rejected by the casino.

(PS I'm not able to submit the private files, your website its rejecting my images, Jpg )

As a regular player at the casino, I had accumulated some winnings and decided it was time to cash out. Little did I know, this simple task would turn into a frustrating ordeal.

I initiated the withdrawal process, only to have it rejected. Perplexed, I reached out to customer service for assistance. Oliver, the representative, assured me he would look into the matter. After patiently waiting for several minutes, I was informed that the withdrawal was refused by the provider and was advised to contact my bank.

Thinking there might be an issue with my account, I diligently checked with my bank to ensure everything was in order. To my relief, there were no issues on my end. I even received a test transfer successfully.

Despite this, the casino insisted that the problem lay with the provider, Interac. However, when I requested more information about the provider, Oliver seemed unsure and simply reiterated that I should contact my bank.

Feeling frustrated and at a loss, I suggested trying another email or exploring other variables that might be causing the problem. But my attempts to troubleshoot were met with vague responses and a lack of concrete solutions from the casino's end.

Throughout the conversation, I felt like I was hitting a brick wall. Despite providing evidence that my bank account was functioning properly, the casino continued to deflect blame and offer no real assistance in resolving the issue.

In the end, I was left with no choice but to await further communication from the casino's relevant department. But the lack of transparency and accountability in handling my case left me deeply dissatisfied with the casino's customer service.

As a loyal customer, I expected better support and a more proactive approach to resolving my withdrawal issue. Instead, I was met with frustration, confusion, and ultimately, a sense of disillusionment with the entire process. Moving forward, I hope the casino takes steps to improve their customer service and communication channels to prevent others from experiencing similar frustrations.

Dear petitgamer,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you asked the casino if you can withdraw your winnings using alternative means? Were you offered any alternative ways to withdraw your winnings?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or try posting screenshots here once again.
• Is any withdrawal request currently pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Additional Information

Dear Tomas,

Thank you for reaching out regarding my withdrawal issue.

Here are some additional details:

1 - Despite my repeated requests for withdrawal, the casino consistently cancels my withdrawal attempts.

2 - The casino has exclusively offered Interac as a withdrawal method, despite my inquiry for alternative options. However, they repeatedly claim the issue lies with my bank provider, which has been disproven after confirming with both my bank and Interac.

3 - Regarding identity verification, I cannot recall submitting documents specifically to this casino unless they are affiliated with another platform where I have previously completed the verification process.

I have already forwarded you all relevant information regarding this case via email, as per your request. Additionally, I have attached the first chat transcript. Unfortunately, the second one was lost. Furthermore, I have provided screenshots of the replies from my bank and the Interac email transaction I conducted.

Thank you for your attention to this matter. I look forward to a swift resolution.

Best regards,

petitgamer

The back-and-forth continues, with yet another excuse emerging: now they claim that because I lack a mobile number, Interac is supposedly blocking the transfer. They suggested I use Visa or Mastercard instead, but upon checking their site, all other withdrawal methods remain disabled.

I contacted customer service once again, and now they're supposedly escalating the case to the Visa department (seems like a stretch, doesn't it?).

This constant cycle of back-and-forth is incredibly frustrating.

By the way, I still haven't received a reply from my email to Tomas.

back and forward part 3,4 5,6 7...

I'm writing to provide an update on the ongoing dispute with Guts Casino and to express my continued frustration with the situation.

Despite my efforts to address the issue with their customer service team, the back-and-forth communication has been relentless.

The latest excuse provided is particularly baffling - now they claim that because I lack a mobile number, Interac is supposedly blocking the transfer. However, upon reviewing their website, I discovered that all other withdrawal methods remain disabled, adding to the confusion.

In my latest interaction with customer service, they mentioned escalating the case to the Visa department. Frankly, this seems like a stretch, and I'm skeptical about the effectiveness of this escalation.

This constant cycle of back-and-forth communication has become incredibly frustrating. It's disheartening to feel like my concerns are not being taken seriously, especially considering the disrespect shown in their recent communication.

--- part 2

In their latest request for identity verification, Guts Casino has asked for my bank statement. I promptly submitted the original PDF generated by my bank in French, as I reside in a French-speaking country.

However, it seems that their team either does not understand French or is unable to read the document, as they have continuously rejected it.

Despite my efforts to provide the required documentation, I have submitted the bank statement a total of four times, and each time it has been rejected. It's becoming increasingly evident that the issue lies not with the document itself, but with the casino's inability or unwillingness to process it correctly.

This repeated cycle of submitting documents and facing rejection is not only frustrating but also highly inefficient. It appears that my concerns are not being taken seriously, and the lack of progress in resolving this matter is deeply concerning.

I urge you to intervene and assist in finding a swift and satisfactory resolution to this ongoing dispute.

Thank you very much, petitgamer, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi petitgamer,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Guts Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the bank statement the player uploaded couldn't be verified? Have you offered any alternative payout methods for the player as it seems that Interac hasn't been working?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi Natalia,

I wanted to inform you that I have referred my ongoing dispute with Guts Casino to you for assistance. Their latest email indicated that they consider the case closed and resolved, despite my objections and attempts to provide the requested documentation. Furthermore, they have taken off my money, exacerbating the situation.

I believe your expertise and mediation skills will be instrumental in helping to resolve this matter swiftly and fairly. Please let me know if you require any further information or documentation from my end to proceed with the case.

Thank you for your attention to this matter, and I look forward to hearing from you soon.

Best regards,

Luis

After having a second conversation with the casino and provide them all the required information (using other communication channel)finally my account was verified.

Now waiting for my withdrawal to be processed

Dear petitgamer, thank you for the updates. The casino representative informed me yesterday that some of the documents were missing, and as I understood from your communication with the casino support, the issue was caused by the missing bank statement from Interac with your deposit to the casino. But now it seems that this problem with the bank statement has been solved, is it right?

Please, let me know if there has been any further news.

There is an update, yesterday I was able to finally withdrawal the funds, it seems that they were processed at the casino end but using bank wire transfer instead.

Interact do not work with them for some very weird reason. Maybe they been flagged and Interac banned them « I think » . I have to wait a few business days to see if the funds arrive.

Once confirmed received the transaction I will share with you the entire story and hopefully this case will be closed. For now leave it opened until I get my funds.

With all the bad luck I had with this Casino anything can happens.

Payment arrived today.

Was an horrible experience, I have been in disputes in the past. I hope to never play in that casino ever again. Or face this type of experience in the future .

Dear petitgamer,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru