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Casino Complaint Withdrawal issue Guts/Rizk

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Rübezahl, Jan 10, 2019.

    Jan 10, 2019
  1. Rübezahl

    Rübezahl Multiple forum accounts

    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 docs@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 ?
     
  2. Jan 10, 2019
  3. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    I'm not even going to attempt to broach the 3rd party issue :eek2:

    Personally I've never had a payment issue, though that isn't to say there aren't any - but have you reached out to the rep? They were in not 7 minutes ago.
     
    Playford7, robby811 and The Viking like this.
  4. Jan 10, 2019
  5. Rübezahl

    Rübezahl Multiple forum accounts

    Location:
    Riesengebirge
    is someone at Guts want to bring to an end ? idk
    Withdrawal issue Guts/Rizk: x5oik5zk.jpg,Jan 10, 2019

    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: Jan 10, 2019
  6. Jan 10, 2019
  7. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    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)
     
    Rübezahl and Borgie like this.
  8. Jan 11, 2019
  9. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    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:
     
  10. Jan 11, 2019
  11. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland

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