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HjemKlagesagerGuts Casino - Spillerens anmodning om udbetaling afvist af kasinoet.
Guts Casino - Spillerens anmodning om udbetaling afvist af kasinoet.
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Can$400
Guts Casino
Sikkerhedsindeks:Særdeles højt
Sikkerhedsindeks
I henhold til vores evalueringsmetode har vi beregnet casinoets sikkerhedsindeks på baggrund af mere end 20 faktorer, inklusive økonomi, fairness i T&C og spillerklager. Jo højere sikkerhedsindeks, jo større sandsynlighed har du for at kunne få udbetalt dine gevinster uden problemer.
The player from Canada had experienced difficulties with withdrawing his winnings from the online casino. The casino had insisted the issue was due to a provider, Interac, despite the player having confirmed with his bank that there were no issues on his end. The casino had offered no alternative withdrawal methods and had consistently cancelled the player's withdrawal attempts. The player had also faced problems with identity verification as the casino had rejected his bank statement multiple times. After several back-and-forths and the involvement of our Complaints Team, the player's account had finally been verified. The player was able to withdraw his funds using a bank wire transfer instead of Interac, and the funds had arrived successfully. The complaint had then been marked as 'resolved'.
Spilleren fra Canada havde oplevet vanskeligheder med at hæve sine gevinster fra onlinekasinoet. Kasinoet havde insisteret på, at problemet skyldtes en udbyder, Interac, på trods af at spilleren havde bekræftet med sin bank, at der ikke var nogen problemer på hans side. Kasinoet havde ikke tilbudt alternative udbetalingsmetoder og havde konsekvent annulleret spillerens udbetalingsforsøg. Spilleren havde også haft problemer med identitetsbekræftelse, da kasinoet havde afvist hans kontoudtog flere gange. Efter adskillige frem og tilbage og inddragelse af vores klageteam var spillerens konto endelig blevet bekræftet. Spilleren var i stand til at hæve sine penge ved hjælp af en bankoverførsel i stedet for Interac, og pengene var ankommet med succes. Klagen var derefter blevet markeret som 'løst'.
(PS Jeg kan ikke indsende de private filer, din hjemmeside afviser mine billeder, Jpg )
Som en almindelig spiller på kasinoet havde jeg akkumuleret nogle gevinster og besluttede, at det var tid til at udbetale. Lidt vidste jeg, at denne enkle opgave ville blive til en frustrerende prøvelse.
Jeg indledte tilbagetrækningsprocessen, kun for at få den afvist. Forvirret kontaktede jeg kundeservice for at få hjælp. Oliver, repræsentanten, forsikrede mig om, at han ville undersøge sagen. Efter tålmodigt at have ventet i flere minutter, blev jeg informeret om, at tilbagetrækningen blev afvist af udbyderen og blev rådet til at kontakte min bank.
Da jeg tænkte, at der kunne være et problem med min konto, tjekkede jeg omhyggeligt med min bank for at sikre, at alt var i orden. Til min lettelse var der ingen problemer fra min side. Jeg modtog endda en testoverførsel med succes.
På trods af dette insisterede kasinoet på, at problemet lå hos udbyderen, Interac. Men da jeg bad om flere oplysninger om udbyderen, virkede Oliver usikker og gentog blot, at jeg skulle kontakte min bank.
Da jeg følte mig frustreret og rådvild, foreslog jeg at prøve en anden e-mail eller udforske andre variabler, der kunne være årsag til problemet. Men mine forsøg på at fejlfinde blev mødt med vage svar og mangel på konkrete løsninger fra kasinoets ende.
Under hele samtalen følte jeg, at jeg ramte en murstensvæg. På trods af beviser på, at min bankkonto fungerede korrekt, fortsatte kasinoet med at afvise skylden og ydede ingen reel hjælp til at løse problemet.
Til sidst havde jeg intet andet valg end at afvente yderligere kommunikation fra casinoets relevante afdeling. Men manglen på gennemsigtighed og ansvarlighed i behandlingen af min sag gjorde mig dybt utilfreds med kasinoets kundeservice.
Som en loyal kunde forventede jeg bedre support og en mere proaktiv tilgang til at løse mit tilbagetrækningsproblem. I stedet blev jeg mødt med frustration, forvirring og i sidste ende en følelse af desillusion over hele processen. Fremadrettet håber jeg, at casinoet tager skridt til at forbedre deres kundeservice og kommunikationskanaler for at forhindre andre i at opleve lignende frustrationer.
(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.
Mange tak for din klage. Jeg er ked af at høre om dit tilbagetrækningsproblem.
Tillad mig at stille dig et par spørgsmål, så jeg bedre kan forstå situationen.
Kan du oplyse, om din konto er blevet fuldt verificeret?
Har du spurgt casinoet, om du kan hæve dine gevinster ved hjælp af alternative midler? Blev du tilbudt alternative måder at hæve dine gevinster på?
Vil du venligst dele din kommunikation med casinoet? Send e-mails eller chatudskrifter til min e-mail på tomas@casino.guru , eller prøv at poste skærmbilleder her igen.
Er der i øjeblikket en anmodning om udbetaling afventende på din konto?
Ser frem til at høre fra dig.
Med venlig hilsen,
Tomas
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?
Tak for din henvendelse angående mit tilbagetrækningsproblem.
Her er nogle yderligere detaljer:
1 - På trods af mine gentagne anmodninger om udbetaling, annullerer kasinoet konsekvent mine udbetalingsforsøg.
2 - Kasinoet har udelukkende tilbudt Interac som en udbetalingsmetode, på trods af min forespørgsel om alternative muligheder. Men de hævder gentagne gange, at problemet ligger hos min bankudbyder, hvilket er blevet afvist efter bekræftelse hos både min bank og Interac.
3 - Med hensyn til identitetsbekræftelse kan jeg ikke huske at have indsendt dokumenter specifikt til dette casino, medmindre de er tilknyttet en anden platform, hvor jeg tidligere har gennemført bekræftelsesprocessen.
Jeg har allerede sendt dig alle relevante oplysninger vedrørende denne sag via e-mail i henhold til din anmodning. Derudover har jeg vedhæftet det første chatudskrift. Desværre gik den anden tabt. Desuden har jeg givet skærmbilleder af svarene fra min bank og den Interac-e-mail-transaktion, jeg gennemførte.
Tak for din opmærksomhed på denne sag. Jeg ser frem til en hurtig løsning.
Med venlig hilsen,
petitgamer
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.
Frem og tilbage fortsætter, med endnu en undskyldning, der dukker op: nu hævder de, at fordi jeg mangler et mobilnummer, blokerer Interac angiveligt overførslen. De foreslog, at jeg brugte Visa eller Mastercard i stedet, men efter at have tjekket deres websted, forbliver alle andre tilbagetrækningsmetoder deaktiveret.
Jeg kontaktede kundeservice igen, og nu eskalerer de angiveligt sagen til Visa-afdelingen (det virker som en strækning, ikke?).
Denne konstante cyklus af frem og tilbage er utrolig frustrerende.
Jeg har i øvrigt stadig ikke fået svar fra min mail til Tomas.
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.
Jeg skriver for at give en opdatering om den igangværende tvist med Guts Casino og for at udtrykke min fortsatte frustration over situationen.
På trods af mine bestræbelser på at løse problemet med deres kundeserviceteam, har kommunikationen frem og tilbage været ubarmhjertig.
Den seneste undskyldning er særligt forvirrende - nu hævder de, at fordi jeg mangler et mobilnummer, blokerer Interac angiveligt overførslen. Men da jeg gennemgik deres hjemmeside, opdagede jeg, at alle andre tilbagetrækningsmetoder forbliver deaktiveret, hvilket øger forvirringen.
I min seneste interaktion med kundeservice nævnte de at eskalere sagen til Visa-afdelingen. Helt ærligt, det virker som en strækning, og jeg er skeptisk over effektiviteten af denne eskalering.
Denne konstante cyklus af frem-og-tilbage-kommunikation er blevet utrolig frustrerende. Det er nedslående at føle, at mine bekymringer ikke bliver taget seriøst, især i betragtning af den respektløshed, de har vist i deres seneste kommunikation.
--- del 2
I deres seneste anmodning om identitetsbekræftelse har Guts Casino bedt om mit kontoudtog. Jeg indsendte omgående den originale PDF, som min bank havde genereret på fransk, da jeg bor i et fransktalende land.
Det ser dog ud til, at deres team enten ikke forstår fransk eller ikke er i stand til at læse dokumentet, da de løbende har afvist det.
Trods mine bestræbelser på at fremskaffe den nødvendige dokumentation, har jeg afleveret kontoudtoget i alt fire gange, og hver gang er det blevet afvist. Det bliver mere og mere tydeligt, at problemet ikke ligger i selve dokumentet, men i kasinoets manglende evne eller vilje til at behandle det korrekt.
Denne gentagne cyklus med indsendelse af dokumenter og afvisning er ikke kun frustrerende, men også meget ineffektiv. Det ser ud til, at mine bekymringer ikke bliver taget alvorligt, og manglen på fremskridt med at løse denne sag er dybt bekymrende.
Jeg opfordrer dig indtrængende til at gribe ind og hjælpe med at finde en hurtig og tilfredsstillende løsning på denne igangværende tvist.
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.
Mange tak, petitgamer, for at give de nødvendige oplysninger. Jeg vil nu overføre din klage til min kollega Natalia ( natalia.b@casino.guru ), som vil være til din tjeneste. Jeg ønsker dig held og lykke og håber, at problemet vil blive løst til din tilfredshed i den nærmeste fremtid.
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.
Jeg har lige gennemgået din sag og er ked af at høre om dine problemer med tilbagetrækning. Jeg vil forsøge at hjælpe dig ved at kontakte casinoet. Vi vil se, hvad der kan gøres, når de svarer.
Kære Guts Casino, Jeg vil gerne invitere dig til at deltage i denne samtale og deltage i løsningen af spillerens klage. Vil du venligst dele flere oplysninger om sagen? Vil du venligst angive, hvorfor kontoudtoget, som spilleren uploadede, ikke kunne bekræftes? Har du tilbudt nogen alternative udbetalingsmetoder for spilleren, da det ser ud til, at Interac ikke har virket?
Jeg ser frem til at høre fra dig. I tilfælde af dokumentation, er du velkommen til at sende det til min e-mail natalia.b@casino.guru .
Med venlig hilsen,
Natalia
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.
Jeg vil gerne informere dig om, at jeg har henvist min igangværende tvist med Guts Casino til dig for at få hjælp. Deres seneste e-mail indikerede, at de betragter sagen som afsluttet og løst på trods af mine indvendinger og forsøg på at levere den ønskede dokumentation. Desuden har de taget mine penge af, hvilket forværrer situationen.
Jeg tror, at din ekspertise og mæglingsevner vil være medvirkende til at hjælpe med at løse denne sag hurtigt og retfærdigt. Giv mig venligst besked, hvis du har brug for yderligere oplysninger eller dokumentation fra min side for at fortsætte med sagen.
Tak for din opmærksomhed på denne sag, og jeg ser frem til at høre fra dig snart.
Med venlig hilsen,
Luis
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.
Efter at have haft en anden samtale med kasinoet og givet dem alle de nødvendige oplysninger (ved hjælp af en anden kommunikationskanal), blev min konto endelig verificeret.
Venter nu på, at min tilbagetrækning bliver behandlet
After having a second conversation with the casino and provide them all the required information (using other communication channel)finally my account was verified.
Kære petitgamer, tak for opdateringerne. Kasinorepræsentanten informerede mig i går om, at nogle af dokumenterne manglede, og som jeg forstod ud fra din kommunikation med casinosupporten, var problemet forårsaget af den manglende kontoudtog fra Interac med din indbetaling til casinoet. Men nu ser det ud til, at dette problem med kontoudtoget er løst, er det rigtigt?
Lad mig venligst vide, hvis der har været yderligere nyheder.
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.
Der er en opdatering, i går var jeg i stand til endelig at hæve pengene, det ser ud til, at de blev behandlet i kasinoets ende, men ved at bruge bankoverførsel i stedet.
Interager virker ikke med dem af en eller anden meget mærkelig grund. Måske er de blevet markeret, og Interac har forbudt dem "tror jeg". Jeg er nødt til at vente et par hverdage for at se, om pengene kommer frem.
Når jeg har bekræftet modtagelsen af transaktionen, vil jeg dele hele historien med dig, og forhåbentlig vil denne sag blive afsluttet. Lad nu den stå åben indtil jeg får mine penge.
Med al den uheld, jeg havde med dette kasino, kan alt ske.
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.
Det var en frygtelig oplevelse, jeg har tidligere været i konflikter. Jeg håber aldrig at spille i det casino igen. Eller stå over for denne type oplevelse i fremtiden.
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 .
Jeg er glad for at høre, at dit problem er blevet løst. Jeg vil nu markere klagen som 'løst' i vores system.
Tak for dit samarbejde, og tøv ikke med at kontakte vores klageløsningscenter, hvis du støder på problemer med dette eller et andet casino i fremtiden. Vi er her for at hjælpe.
Med venlig hilsen,
Natalia
Casino.Guru
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
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