GW Casino - Player’s withdrawals have been reversed.

Made withdrawal request, as site conditions say, 3 lots of $5,000.00 withdrawal requests. My winnings were over $50,000.00 but it was not allowed to make a request until after 10 days, so I had a large amount in balance which I was playing with and winnings kept adding on. When I made the withdrawal request I also send in identification documents of valid licence and a valid passport. I left it with the casino to do its verification. In the mean time my balance hit zero but I still had he requested withdrawals set a site safe. After 4 days I noticed my withdrawals were not visible and thought identification process must have complete and the amounts are in the process, when I logged into chat. I was told the withdrawals were reversed back into my balance in a way as if to make fun of me which I have lost and balance is nil. I must have played them not noticing the addition because of the large balance. I asked why this was done, I was told I’d incomplete and need a utility bill. I said yeah all cool easly done, why reverse the withdrawal. Why was not asked for the missing document and advised about the reversal. I was told the system reversed it. I said ok and the asked for document when was this going to be requested from me. I have no emails about anything . Basically they have deliberately waited for my balance to get big and reversed the withdrawal so it would not be realised to make sure no withdrawals were made. I have made withdrawals before, the pending sits there and will not be reversed or processed until all requests are met. They did not message me while on site playing nor did they send me an email about anything. I found out logging onto chat to enquire, this site should not be allowed to continue.

the stealing people monies and they are intentionally making sure no money is paid out, I am devasted. I had told my family about the winning promising them financial help for there disabled child and current condition, what will I tell them now. How can I keep the promise I made. This not right a,d it’s cruel. I have promised money to people that are in need and looking forward to receiving the help promised. I promised them relying on the withdrawals I had made thinking they were safe from loosing. I have not got that money to keep my promise. I feel awful and these people are going to feel worse when they realise there hopes have been crushed.

Dear Burak,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, unfortunately, I’m afraid there’s nothing we can do for you.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure.

Meanwhile, the player is the only one who’s responsible for their account. I’m truly sorry but the reversed amount wasn’t one that could be easily overlooked. Additionally, it is not unusual to have voided withdrawals being put back to a player’s active balance.  

Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I think you are not quite getting the problem here. I was not advised of the reversal, I was not advised of any requests or concerns. Would it have been the right way to Act if I was emailed of any required requests to complete the withdrawal process or been advised of the reversal so that I was aware of what had happened. It is then you can say to me well it’s all played . I had no idea this was done. Your site did this intentionally for the exact purpose of it to be played, otherwise it would not have been and whatever waste required would have been provided. It’s evil, and it is a scamming intestinal way to act. No sorry mate. I feel sorry and so will any player that thinks they can get a winning withdrawal. I should have had the right to be informed of all missing requirements before reversing any funds, I should have been advised of the reversal and I should only have the choice to make the reversal as the choice of what to withdraw was given to me.

If the re is missing information to send the money to the rightful owner then you contact and request that missing information, and you. Mention the player is the rightful owner of the the account, can you please explain to me what right was given to me in reversing the withdrawal I was given the right to make. Worst of it is reversing it without no indication or warnings in doing so. How can you say the player has the right to the account when my rights were not considered and taken over by the casino to do whatever was in the interest of it. If the right is mine then only I should havethe right to do the reversal. The money sitting there was not going anywhere, what was the intention in reversing the withdrawal so secretly. Also please be advised, no casino sites does a reversal,of,an amount a player has set aside to withdraw, it will sit there until the required requests are asked and provided. Please don’t play dumb or word games with me. If you not going to be honest, don’t reply at all. The sites intentions are very clear here. There’s no excuse for what was done.

Dear Burak,

I’m sure you understand that I don’t work for GW Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to explain you what has happened, and I believe I did that thoroughly in my previous reply.

The funds from your reversed withdrawals have been put back to your account not secretly, especially a significant amount as it was, but as a standard procedure in case a verification is not completed, and withdrawals can’t be processed. Meanwhile, player is the only one responsible for their account, active balance and all the bets taking place.

Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Close the account and make my details are completely wiped of every system your casino holds. I cannot fund my hard earned money into a site that has bad intentions and does things only in interest to themselves and has the nerve to blame a player. Like I said wipe my every details completely, I be invested more than your site deserves,

We’ve rejected this complaint as per the player’s explicit request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino.