Slow Pay Guts withdrawal issue

[mariym]

I have tried to send direct messages to the Betsson representative @betssongroup several times, I got one short message through where I didn’t explain my situation. He replied, but I can't reply to him in direct message. A pop up window says my message is ”spam like”. If I explain my situation here and we could have a discussion here? I don’t know how else to reach him.


I have made four withdrawal requests from my gaming account early in the morning of monday 17.2.2025.

Since then, the withdrawals have been in ”waiting approval” state. Guts help center says withdrawals are processed in 24 hours.

I have been in contact with customer service daily, both via chat and email, but I have only received automatic responses stating that the withdrawals are under ”standard control”. I have tried to ask for more information, but I only get the same automatic response to all my questions. The matter has not progressed at all in three days, today is the fourth day.

My account has been verified a long time ago and the winnings were played with my own money, no bonuses.
I have never had a problem with the site before, withdrawals have always worked smoothly. Four days seems like an unreasonably long time, especially when they do not communicate or explain anything.

Best regards,

Annika

 

[anddi32]

It would certainly be good if the player could get direct contact to @Betsson-Group without spam alerts
Can someone from the staff explain what is causing this? The player has not written any spam, i guess.
@maxd ?

 

[mariym]

Hi, I already sent an email to support regarding the message problem, but the matter has not been fixed yet. I just wanted to explain to @betssongroup why I sent such a short message and now I don't answer him anymore

 

[mariym]

English is not my mother tongue so I correct that automatic means here; repeating the same things.
I also understand that it is a security check, but the delay of several days without progress is surprising. I don't get any more information about it either. I don't want to cause any trouble with this message

 

[Betsson-Group]

Hi,
I can confirm that I have already replied to the direct message sent here yesterday at 10:40.
As I also explained there, I was only able to offer a number of possibilities based on the little information shared in the message, and asked to supply some reference of the correspondence with our support so be able to trace the case and supply further details.
During the day, the customer was then in touch with one of our supervisors and linked her case to this one, and I can again confirm that the support supervisor who is handling her case informed this was being investigated and promising an update as soon as more info was available, this first email sent at 14:11. As promised, just some minutes later, at 14:49 the customer was again emailed from the supervisor directly reassuring that the case is being looked into, the withdrawal is being reviewed and quite simply standard security and enhanced due diligence check were required due to the size of the sum were necessary. And again, informing that as soon as new updates on the process would be available, these would be immediately communicated. So I once more apologise for the delay, however it is absolutely not the case that no information was being given from support as it's exactly the opposite, there are multiple chats and emails where this has been explained and informed numerous times.
I can assure that myself and the whole support are doing our best to resolve this asap.

Regards

Roger

Betsson/Guts Customer Support Manager

 

[mariym]

Thank you for your reply here, yesterday i

Hi,
I can confirm that I have already replied to the direct message sent here yesterday at 10:40.
As I also explained there, I was only able to offer a number of possibilities based on the little information shared in the message, and asked to supply some reference of the correspondence with our support so be able to trace the case and supply further details.
During the day, the customer was then in touch with one of our supervisors and linked her case to this one, and I can again confirm that the support supervisor who is handling her case informed this was being investigated and promising an update as soon as more info was available, this first email sent at 14:11. As promised, just some minutes later, at 14:49 the customer was again emailed from the supervisor directly reassuring that the case is being looked into, the withdrawal is being reviewed and quite simply standard security and enhanced due diligence check were required due to the size of the sum were necessary. And again, informing that as soon as new updates on the process would be available, these would be immediately communicated. So I once more apologise for the delay, however it is absolutely not the case that no information was being given from support as it's exactly the opposite, there are multiple chats and emails where this has been explained and informed numerous times.
I can assure that myself and the whole support are doing our best to resolve this asap.

Regards

Roger

Betsson/Guts Customer Support Manager

Thank for your reply, I actually got in touch with the supervisor yesterday and I hope the matter will be handled through her now. I have been informed all the time about what is going on, but I did not get an answer to any of my additional questions. Every message just repeated the same words, as if you were talking to an artificial intelligence It would often make the situation easier if a little more information was given, e.g. how long does the process usually take, weeks? As you can see from this forum, people are asking about their withdrawals within a couple of days.
I just wanted to reach you, because the direct message wasn’t working

 

[mariym]

I want to point out in good faith that my previous experiences with larger withdrawals at other casinos are different. This is the first time I have encountered such a security check. So I do not know the duration or procedure of such a check. This may cause confusion for the customer when the procedure is not familiar

 

[mulven]

I want to point out in good faith that my previous experiences with larger withdrawals at other casinos are different. This is the first time I have encountered such a security check. So I do not know the duration or procedure of such a check. This may cause confusion for the customer when the procedure is not familiar

How much is the withdrawal for?

Just be glad your situation will only last 5-10 days, could be at a bad casino and last months!

Betsson are good guys, you'll be fine. They are forgiving to mistakes, reasonable and when all verifications are sorted (and whatever extra check you are getting), withdrawals are prompt and no hassle.

A friend of mine back in Canada had a slight kerfuffle with these guys. He got confused about how the bonus worked and thought he could withdraw early, he double checked on live chat and they told him all was well, he withdrew. The money got confiscated from him but after explaining that he checked with live chat and was given the all clear, they returned the money and processed the withdrawal.

Most casinos wouldn't recognise their side was at fault too and process it as a good will gesture.

You'll be okay.

 

[mariym]

Thank you for your kind words
I know Guts is a well known casino and as i said in my first message, everything has always gone well with them before
I don't really dare say anything else because I haven't received my money yet and I don't want to be disrespectful in any ways or misunderstood.
All I can say is that my account is verified and i didn’t use a bonus
The amount is 12k and i didn't understand that it was considered exceptionally large.

 

[mulven]

Thank you for your kind words
I know Guts is a well known casino and as i said in my first message, everything has always gone well with them before
I don't really dare say anything else because I haven't received my money yet and I don't want to be disrespectful in any ways or misunderstood.
All I can say is that my account is verified and i didn’t use a bonus
The amount is 12k and i didn't understand that it was considered exceptionally large.

I've gambled alot, mostly at 5 units of currency. I definitely consider 12k to be a big boi withdrawal. Infact my largest withdrawal ever was just shy of 30k and most withdrawals are single digits thousands. Anything five figures is yuuuuge in my eyes.

They'll have certain procedures in place and as 12k will have surpassed whatever threshold they have, they will have to carry them out. As you've done nothing wrong and there is no potential bonus related hiccups, this will just be a formality and an unfortunate delay.

 

[mariym]

I have made much larger withdrawals from other casinos in the past and things have gone differently, so my reaction was based on my previous experiences. I am really grateful that the supervisor is now handling this matter And from what you are telling, it may take a longer time than I expected.

 

[mulven]

I have made much larger withdrawals from other casinos in the past and things have gone differently, so my reaction was based on my previous experiences. I am really grateful that the supervisor is now handling this matter And from what you are telling, it may take a longer time than I expected.

I think that, considering the number of business days already gone by, the upcoming weekend notwithstanding, there shouldn't be too much longer to wait. Your withdrawal will be a lot simpler than one with a bonus involved.

They'll just be checking for things like fund dumping and game exploitation among other suspicious activities. If you have played with bonuses recently or before, they might also check that you didn't save up progressive features and complete them on a cash only deposit or hide bonuses with cash, both of which are common ways people try to cheat.

Either way, you didn't do any of that so there's nothing to worry about but they have to check for these things to prevent being cheated and defrauded.

If the pertinent team works 7 days a week, it might get resolved during the weekend, and if not probably early next week.

 

[mariym]

Thank you @mulven, you have been a great help! This is exactly the kind of information I was hoping to get from customer service, I would have immediately understood the situation better

 

[Betsson-Group]

Hi Mariym,

I am glad to inform you that as the automated notification already confirmed, and as per Complaint reference TID 250220-004898, that last 4 withdrawals pending security checks have now been processed from our side.
I once more apologise for the delay, which as explained was simply due to standard security checks necessary to comply with the enhanced due diligence requirements for such transactions.
I am happy to say that we can now consider this resolved successfully and wish you a pleasant day.

Roger
Gust Customer Support Manager

 

[mariym]

Thank you Roger/ @Betsson-Group
Sorry for all the trouble