Guts blocked my account & holding my withdraw

[Quickwin]

Hello, i feel like i must write here to be heard since Guts blocked my account. Please be aware that i have no hard feeling towards guts and they have always seems 100% in all they do and always paid my winnings in time, but for first time i am faced a problem that i need help to fix.

Story goes :

I bought Ukash vouchers online from one merchant, then for 2 days ago i deposited to guts, i lost pretty large sums (like 1 bonus in 800spins for 5x) and i asked for 3500euro withdraw, next day i received my withdraw and tried to chase my losesses, i ended up depositing €21K worth of deposit, then i won 3000euro plus 500euro good will bonus that made me go up to 5000euro, i withdrew this and waited few hours and suddenly my account was blocked.

The rep saying my Ukash was in Norwegian kroner and the their payment system had error, my account at guts is EURO and always had been euro ad my ukash is EURO so it dosent make sense to me that they blocked my acount for this reason. The rep saying if Ukash saying this is EURO they will release my withdraw but they see this as Norwegian Ukash, i then told them that if they block my withdraw and deposit after sending them all they need, they can refund my orginal deposit of €21K and im happy with it.

I have sent the actual voucher and my transaction of my bank that showing my receipt of the Ukash.

Now i read in other thred that they having issue with Ukash and have removed the Ukash, but my problem is not handled...


I either want my account re opened and my €5000 withdraw prossesed asap or refund of my deposit and keep my account blocked if they wish so.

 

[me_and_ed]

If you know there is a Ukash issue why bring this up here, why not PM either Tony or Ben and work though it that way, they are always around, I am sure you will get a pretty quick answer.

 

[Quickwin]

If you know there is a Ukash issue why bring this up here, why not PM either Tony or Ben and work though it that way, they are always around, I am sure you will get a pretty quick answer.

Ok i could wait more but bare with me that this is pretty large sums, if this was over 1-3K i would not freak out, but FYI i have been in touch with Tony, but my problem is not handled, my last email was not responded either so yes i have tried. I wish i didnt even think of playing few days ago so i would not stress with this.

 

[me_and_ed]

Ok i could wait more but bare with me that this is pretty large sums, if this was over 1-3K i would not freak out, but FYI i have been in touch with Tony, but my problem is not handled, my last email was not responded either so yes i have tried. I wish i didnt even think of playing few days ago so i would not stress with this.

I get that, if everything is on the up and up you are in good hands with Guts......... deep breaths

 

[suzecat]

Ok i could wait more but bare with me that this is pretty large sums, if this was over 1-3K i would not freak out, but FYI i have been in touch with Tony, but my problem is not handled, my last email was not responded either so yes i have tried. I wish i didnt even think of playing few days ago so i would not stress with this.

No one wants you to stress. Here is the Ukash thead I think me and ed was refering to. Just some light reading while your issue gets sorted.

https://www.casinomeister.com/forums/threads/ukash-removed-not-an-option-at-guts.67518/?t=67518

Best of luck!

 

[spintee]

Guts is one of the top casino out there,

They updated there site only a few days ago, This could be a reason your acounts blocked, As long as you have played by the books you are in good hands,

 

[paul7388]

I do not see a reason to panic. If indeed its all true and the UKASH you used was EURO like you stated then I am sure you will get paid . If you think you have been wrongly treated and the Rep does not help then you can file a PAB and Max will get to the bottom of it.

I see you brought up the other thread about Guts having problems with UKASH like to show others are having problems. I would be more inclined to say that reason GUTS pulled UKASH for a while was to do with you as its a lot of money involved. Its looking more like for some reason their system has accepted UKASH vouchers in EUROS that were purchased in a different currency meaning players are getting more money than they should.

But as GUTS is about the best there is I look forward to seeing the outcome of this. Every casino would lock a players account if they thought something was up but they would unlock it and pay out if all is above board. So either they are still investigating or their investigations show something is wrong.

But if indeed everything you posted is true then I am sure Guts will sort your problem out soon enough and will apologize to you for the inconvenience. It all comes down to what UKASH says and I know Guts were in contact with them. If UKASH has verified the vouchers were not in EURO then GUTS is right.

Puzzles me why you think they would refund 21k of deposits to you tho if they wont process your withdrawal and keep your account blocked. If it shows up the vouchers were wrong currency then that would basically be fraud so why would the casino return anything.

 

[ugaboga]

Puzzles me why you think they would refund 21k of deposits to you tho if they wont process your withdrawal and keep your account blocked. If it shows up the vouchers were wrong currency then that would basically be fraud so why would the casino return anything.

How is it fraud? It's either them or Ukash made an error, how is the player responsible? The Ukash payment system is automated and authorizes with the Ukash servers. I don't see how the player can be at fault here.

There is no way to create fake Ukash vouchers, lol.

 

[paul7388]

How is it fraud? It's either them or Ukash made an error, how is the player responsible? The Ukash payment system is automated and authorizes with the Ukash servers. I don't see how the player can be at fault here.

There is no way to create fake Ukash vouchers, lol.

Not saying it was fraud. But if someone had say a 500 UKASH voucher in a certain currency and deposited it in a casino and the casinos system was wrong and it accepted the voucher in a different currency then that would be a mistake. But if a player knew that had happened then made several more deposits using a voucher from one currency knowing it would credit them as a different currency then that would be fraud as the player would have made several deposits like that.

The player has probably done nothing wrong and it will get sorted and he will get paid. But if it does transpire that a player made several deposits with a different currency knowing it was getting added incorrectly then what ever way you look at it it would be fraud.

 

[citizenx]

How is it fraud? It's either them or Ukash made an error, how is the player responsible? The Ukash payment system is automated and authorizes with the Ukash servers. I don't see how the player can be at fault here.

There is no way to create fake Ukash vouchers, lol.

OK used to be a fraud analyst so system exploits are always a risk. Don't know anything about UKASH and just general comment here, not referring to this case.

Buy some kind of voucher using GBP in Euros and the current exchange rate used by the voucher provided will generate a voucher in equivalent Euros.


Discover that a service accepts these vouchers in one currency as that of another currency then there may be an issue.

Example one "business as usual"

Exchange rates are entirely made up for ease.

£100 -> €150 voucher -> €150 purchase from provider voucher is used at.


Example 2 "exploit"

£100 voucher to other currency which works out as 5,000 units of that currency.

However, tell the provider its euro and limited or failed validation from voucher issuer may result in purchase provided thinking they've been paid €5000 Euro rather than €150.

That may only become apparent later.

Fraudsters are clever. Often as clever if not more so than people running companies.

Perpetual game of cat and mouse.

 

[Matti]

Ok i could wait more but bare with me that this is pretty large sums, if this was over 1-3K i would not freak out, but FYI i have been in touch with Tony, but my problem is not handled, my last email was not responded either so yes i have tried. I wish i didnt even think of playing few days ago so i would not stress with this.

If you feel that this is a lot of money (as it is for most people) don't deposit them at a casino, and never ever go chasing losses like you stated in your OP. If you do you're on a road towards gamblers hell.

Guts as a great casino will of course sort this out regading the UKASH issue.

 

[TonyGuts]

Hi all,

Just wanted to give an update here also and let everyone know that we are investigating this at the moment. Its never our attention to block accounts for no valid reason.

It is true that this is the reason why Ukash was disabled last evening for a short time was because Ukash vouchers that was passed to us in NOK got credited as EUR to players account if the player currency was set as EUR.

As an example, if a 100 NOK voucher was used on a EUR account, the deposit that got credited to the players account was 100 EUR.

Ukash confirmed the value of the vouchers used and they were in NOK, while Quickspin has provided me with a screenshot of his bank statement and a Ukash voucher example that he used on our site which shows EUR. These got passed on to Ukash for investigation.

I will of course update Quickspin once I have more information from Ukash about this incident.

Kind regards,
Tony

 

[citizenx]

Hi all,

Just wanted to give an update here also and let everyone know that we are investigating this at the moment. Its never our attention to block accounts for no valid reason.

It is true that this is the reason why Ukash was disabled last evening for a short time was because Ukash vouchers that was passed to us in NOK got credited as EUR to players account if the player currency was set as EUR.

As an example, if a 100 NOK voucher was used on a EUR account, the deposit that got credited to the players account was 100 EUR.

Ukash confirmed the value of the vouchers used and they were in NOK, while Quickspin has provided me with a screenshot of his bank statement and a Ukash voucher example that he used on our site which shows EUR. These got passed on to Ukash for investigation.

I will of course update Quickspin once I have more information from Ukash about this incident.

Kind regards,
Tony

Good spot Guts.

Whilst I make no statement about the intent of the OP, it seems to me there.is a 10:1 ratio of NOK to Euro. I think I would always k ow of I'd spent £20 or £200.

 

[spintee]

Hi all,

Just wanted to give an update here also and let everyone know that we are investigating this at the moment. Its never our attention to block accounts for no valid reason.

It is true that this is the reason why Ukash was disabled last evening for a short time was because Ukash vouchers that was passed to us in NOK got credited as EUR to players account if the player currency was set as EUR.

As an example, if a 100 NOK voucher was used on a EUR account, the deposit that got credited to the players account was 100 EUR.

Ukash confirmed the value of the vouchers used and they were in NOK, while Quickspin has provided me with a screenshot of his bank statement and a Ukash voucher example that he used on our site which shows EUR. These got passed on to Ukash for investigation.

I will of course update Quickspin once I have more information from Ukash about this incident.

Kind regards,
Tony

You need to take a good look at deposits where this has happened, If there has been a few deposits in a short period than ban them,

Obvious there will be deposits and the error might of happend but if people took advantage than bad for them,

 

[vinylweatherman]

Hi all,

Just wanted to give an update here also and let everyone know that we are investigating this at the moment. Its never our attention to block accounts for no valid reason.

It is true that this is the reason why Ukash was disabled last evening for a short time was because Ukash vouchers that was passed to us in NOK got credited as EUR to players account if the player currency was set as EUR.

As an example, if a 100 NOK voucher was used on a EUR account, the deposit that got credited to the players account was 100 EUR.

Ukash confirmed the value of the vouchers used and they were in NOK, while Quickspin has provided me with a screenshot of his bank statement and a Ukash voucher example that he used on our site which shows EUR. These got passed on to Ukash for investigation.

I will of course update Quickspin once I have more information from Ukash about this incident.

Kind regards,
Tony

It's not the players' fault though. It's a software glitch that made a dangerous assumption that the player's account currency setting should be used to determine the currency of a UKash voucher, rather than the currency of the UKash voucher itself.

In my experience, when playing in a casino that uses a different currency than the UK pound, the currency exchange was taken care of for me either by my bank or by the casino. This used to be a common experience when I started as many softwares didn't have multi-currency support, and as the US was around 90% of the market, everything was in the US Dollar. It's not such a problem now as multi-currency support is common, however the UK has not adopted the Euro, and it's becoming increasingly common to see Euro only casinos springing up for the European market. This means that the problems of old are coming back to haunt players from non Eurozone countries. This error could have the opposite effect for UK players as they would find a £100 UKash voucher turning into €100.

Suspending accounts that have suffered the error is a good thing, but it seems communication with affected players has been lacking, and in this case has made a player feel that the casino is trying to shaft them by accepting all the losing deposits, but then refusing to pay the withdrawal when the player has only won SOME of that money back. It's probably natural given the circumstances for the player to demand that ALL the play is void, not just the final winning session.

The fairest solution may be to recalculate the wagers and outcomes in NOK where they were derived from UKash deposits that were subject to this error.

It seems that UKash is prone to a fair few problems, the most notable of which is dodgy voucher reselling, and this may be why it's being killed off in favour of Paysafecard.

 

[ProbabilityZero]

It's not a player's fault for a system error. However, as others have stated, you would be aware if your balance 10x what it should have been and surely most players would be honest in these circumstances. Regardless of whether it's technically fraud playing on with that knowledge would show a lack of morality.

This is a general observation and not a slander to the OP without knowing his own personal situation and experience in this matter.

 

[refre]

Currency exchange is getting very expensive. You can easily lose 10% going in and out through E-wallets...

My goal is to only transact in my own currency - and I'm saving a fortune. There are no fees on vouchers and I don't lose out on the exchange rate if my account is the same currency. I did look into getting them online, I quickly passed though. The 're-sellers' were dodgy at best and fees were very high.

I've settled with bying them at the supermarket (+ convenience stores and gas stations). I even get cash back when using the right card Also there's the added benefit of not being able to spend more than the value of your voucher...

Freddy

 

[keiller]

In my opinion crap casino saying takes up to 3 days to verify me
every other casino verified within an hour or two!

 

[The Viking]

In my opinion crap casino saying takes up to 3 days to verify me
every other casino verified within an hour or two!

You gotta come up with more then that did you mail back asking whats taking so long?
did they mail you back with a reason? are they missing some docs from you ? have you PM the reps in here about it ?

 

[CasinoBen]

In my opinion crap casino saying takes up to 3 days to verify me
every other casino verified within an hour or two!

Hi,

As I responded in my PM to you the 1 - 3 days was a worst case scenario that my support agent gave you. We had only requested documents from you a few hours ago so please give us a chance as 99% of the time our verification is done well within 24 hours. Verification can take up to 3 days if we are not supplied the correct documents or need to check the authenticity of the documents that were received which is the reason for that estimate.

Regards,

Ben

 

[keiller]

You gotta come up with more then that did you mail back asking whats taking so long?
did they mail you back with a reason? are they missing some docs from you ? have you PM the reps in here about it ?

Yes said looking into it, all docs that were sent are the same that Unibet Betat have d/l bank statement and even skrill screenshot which i didnt even want to deposit with

 

[Quickwin]

Can Ben from Guts please look into my case? The only person that i get reply is Tony, I don't know what i am waiting for...

If your payment system had error you should maybe sort this with everymatrix that providing the system not to block players account and hold their withdraw....?

 

[CasinoBen]

Can Ben from Guts please look into my case? The only person that i get reply is Tony, I don't know what i am waiting for...

If your payment system had error you should maybe sort this with everymatrix that providing the system not to block players account and hold their withdraw....?

Hi,

We are waiting for the official response from UKash as they are doing their own investigation verifying the amount paid for the UKash vouchers with the vendor. We are actually not on Every Matrix any more as we migrated to the iGaming Cloud platform.

Rest assured that Tony is on this and will provide you an update as soon as possible.

Best regards,

Ben

 

[Quickwin]

Haven't heard anything from Ben or Tony...?

I thought this was going to be sorted right away actaully...

 

[Jasminebed]

It is the weekend. Even if they work 24/7, the powers that be at UKash may not.

Dont' discount the possibility that you bought from a merchant that ripped you off.

Given that there were other players affected, probably not.

I don't know everything, but I do feel that I know that Ben and Guts are as honest as they come.

I know it seems like forever, but it really is not. Some other casinos you could be waiting on a cashout longer than this.

Hang in there.