Casino Complaint Withdrawal issue Guts/Rizk

Rübezahl

Multiple forum accounts
Joined
Jan 10, 2019
Location
Riesengebirge
story in pattern

December 4th i´m thinking about where to deposit and thought give Guts a go
deposit 200€

used a 3rd party of my father because for a longer time i had no own bank account
(october- december) however i did several transfer electricity, bill .....
never had a problem deposit to gambling sites tipico, Casinoclub etc always got withdrawal the
the same account.

ok now it was my fault, didn´t knew its not allowed.

LVBet asked me to verify my account and why i used it and they told me ok in future
its not allowed for me and i have to use my own bankaccount

back to Guts
played between december 4th-6th different games, some sportbook
break even

Guts ask me i have to verify my accont again (i was a verified customer since the start 2014 never had any problems )

i´ve sent them all they want my docs and the docs of the 3rd party
they told me i have to sent it to [email protected]rizk

i asked , why rizk ?

then they told me the MGA do not accept scanned copies and i have to make a photo
of the documents. days later..

got some christmas money so i bought myself a new camera . (my old was not good from 2004)
so happy i did photos.
sent them last week the requiered documents support at guts

then again they tried to tell me they dont accept scanned copy and i have to send a photo.

after i finally did a photo with a shadow they couldn´t deny and finally !! sunday january 6th the
account is fully verified. support told me the next morning the withdraw request will be handled
i will receive it within 1-3 days.

now yesterday i asked support have they done the process and he said no the financial part
will take a look blabla

the i got e-mail it took at least 72 hours again ....

do you know what ? i feel they just don´t want to pay

a sum of 199,34 cent is for a casino with a 9,2 rate a problem ?

Is Guts/Rizk broke or what on earth is going on ?

Normally the account could be closed and the deposit money goes back to the inital
deposit account. thats the rules of MGA isn´t it ?

LVbet told me i can stay custom and they just don´t accept 3rd party deposit in future.

Now Guts/ Rizk i was patient over 1 month . do you know how i feel ?
 

Rübezahl

Multiple forum accounts
Joined
Jan 10, 2019
Location
Riesengebirge
is someone at Guts want to bring to an end ? idk
x5oik5zk.jpg

translated

Hello ....,

because of the deposits through third party accounts, the process is now at the security department for consideration, the process will take at least 72 hours and is covered by our terms and conditions, as there is a violation.
So we have to ask you for patience.
many Greetings
Davion
Support Advisor
Guts Customer Suppor
 
Last edited by a moderator:

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
is someone at Guts want to bring to an end ? idk
x5oik5zk.jpg
[/URL][/IMG]
translated

Hello ....,

because of the deposits through third party accounts, the process is now at the security department for consideration, the process will take at least 72 hours and is covered by our terms and conditions, as there is a violation.
So we have to ask you for patience.
many Greetings
Davion
Support Advisor
Guts Customer Suppor

Well, 3rd party deppos are always a nono (as you know) so I can see why there's prolonged issues.
But yes, whether to your satisfaction or not, I'd assume GUTS would want it resolved. If the matter has been escalated I'd think you'll have to wait.
If there is no resolution, check up on the PAB process here.
I'll just flag @Guts so they at least know there's a thread (if they dont already)
 

Guts

Dormant account
Joined
Oct 24, 2017
Location
Malta
Hello,

Cheers @dionysus for tagging us and alerting us. :) :cheers: Much appreicated.

I'm sorry to hear that you've had a bad experience regarding the verification of your account due to this.

As you've provided the information in regards to your verification, you've used a third party deposit method, which is a breach of our terms and conditions, which is also why it needs to be sent to a security department.

Our departments who are working on this information is working to resolve all these issues as soon as possible.

Unfortunately, in these cases, it can take a while as it's a breach of our T&C's.

We only accept photos from a phone or a camera, we do not accept "scanned" documents, we'd recommend you put it on backgrounds such as table/floor/desks or similar, and not a white background, screenshots from online banks or PDF files also work.

I'll be able to check your account if you can send us a private message with some information and I'll look into this and hopefully have it resolved as quickly as possible for you. :):D:thumbsup:
 
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