GNUF

VISA

Hi eveszid,

Having read your complaint I would offer several observations;

1) Regarding the 'failed' deposit to your Moneybookers account - I think you've asked the wrong questions of Moneybookers. The claim isn't that the transaction has been cancelled, it's that it failed. I would encourage you to write to Moneybookers specifically and clearly asking about this transaction, stating that GNUF are claiming that it "failed" - i.e. that they could not complete the payment to Moneybookers - and if that's the case ask to find out why it failed. The information they've given relates specifically relates to a vendor cancelling a payment, which may be the case, but until Moneybookers expressly state that this transaction did not 'fail' we don't have enough information base a conclusion on.

2) It's highly unlikely that you're going to get your winnings without providing the Notarized ID they requested. Basically this means that they suspect your account is associated with other accounts so they're not going to back down on this one. Personally I think asking for NID on anything under a mid four figure amount is utterly ridiculous - you are absolutely right that for many players, even in the UK, the only way to obtain NID is through a pay appointment with a Notary Public, which will normally cost anywhere between £30-100 depending on what part of the country you live in. Given that the winnings here are only €220, this fee is obviously going to eat a substantial proportion of those winnings.

3) GNUF casino now redirects to BetWay. Having dealt with the BetWay group before - who appear to be consolidating GNUF services with their main brand - I can say that they've been hostile to discussion of any player complaints with affiliates. While I can understand this perspective to a degree, I can't support it at all. The short of this is that I'm not hopeful about receiving any response from GNUF.

ThePOGG

Hi,

Regarding 1:

I have specifically asked it copying in GNUFs claim, that 'it came back to them as failed'. Moneybookers, now Skrill, told me that it didn't fail, as it was clearly visible in my MB transaction history, that I received it first, than it got cancelled by the sender.

regarding 2:

I am totally in consent with you here. Also I wouldn't at all feel comfortable paying a huge portion of my winnings up front for this purpose to then later find that they still confiscate my winnings for some other reason...

regarding 3:

That's unfortunate, but I will hope for the best!

Hi eveszid,

To keep you informed, I have tried several times to contact GNUF about this complaint now with no response. Coincidentally, one of the Betway groups Affiliate Managers contacted me during the week pushing quite hard to get placement on the site (they clearly hadn't done their homework as all the properties in this group are already listed just not positively). This communication ended abruptly when I raised discussion of player complaints being a major issue and specifically tried to start a dialogue regarding your issue. 

I'll continue to try for the next week or so.

Thanks

ThePOGG

Hi,

Whoa, that is kind of a worse-than-I-thought type of behaviour!

Thanks for not giving up...

Eveszid

Hi eveszid,

I've heard back from the affiliate manager at the WagerJunction/Betway group who is passing the issue on to see if someone above will authorize the discussion of the case. No guarantees, but certainly more promising than I'd expected.

Thanks

ThePOGG

Hi eveszid,

I've received word from the management at Betway and unfortunately they have decided that they will not discuss any player issues with us. As such it's going to be impossible for me to find out anything about your complaint. As such I'm going to close this complaint as 'Found for the Player'. There is no legal justification for refusing to discuss a complaint after the account holder's permission has been supplied and any security concerns should be more than amply addressed by ThePOGG.com's complaints policy. We do not and never will release any sensitive information either to the player involved or the public. Very disappointing all round.

The only course of action I could suggest would be to submit a complaint to GNUF's regulatory authority the LGA. You can find all the contact information for them on this page - http://thepogg.com/regulator/lotteries-and-gaming-authority/

Sorry I can't be of more help.

ThePOGG

GNUF casino refused to discuss this complaint and appear to have lied regarding their request to MoneyBookers to cancel a payment.

Dear ThePogg,
 
 My account name at GNUF casino was [EDIT]. I have used the same email address there, as here.
 I have requested and received withdrawal of €472.96 from GNUF casino to my moneybookers account. I have received the full payment in 2013 on the 11th of March at 12:56. AFTER having received the payment, GNUF casino sent me an email at 14:24 requesting verification documents from me. I have sent them the required documents and they confirmed acceptance of said documents on the 12th of March at 05:01 via an email from [EDIT] from the customer service. 
 
 Since I haven't participated in any online gaming since, I haven't checked either that email address or my moneybookers account until the 23rd of August. That day I saw that they somehow taken away the already paid out sum from my moneybookers account ( I don't see when), and that they have sent me another email later that day at at 13:04 AFTER [EDIT] has already confirmed acceptance of my documents, saying:
 
 "With regard to our previous documentation request, please note that we would now require certified copies of your ID and residency card. Please forward these to us at your earliest convenience"
 
 So they paid out the money, asked for verification AFTERWARDS, which I HAVE provided, and they have ACCEPTED, then they have taken back the money without notifying me in any way, and asked for further verification.
 
 I have immediately contacted them about this, and they have told me that they didn't take away the money from my moneybookers account by force. The transaction "came back as failed":
 
 "We would kindly like to advise you that on 11 March 2013, your withdrawal of €472.96 was released to your Money Bookers account, however, this payment came back as failed. We assure you, these funds were not taken out of your account and that this was a failed transaction."
 
 Now as it turned out this was a straight lie. I contacted moneybookers and received the following:
 
 "Dear [EDIT],
 
 Thank you for contacting us.
 
 Please kindly note that your Skrill account is active and fully operational. Skrill has not imposed any restrictions on your payments. Furthermore, we could not cancel a Receive money transaction unless we receive explicit request/confirmation from the sender.
 
 On the above lines, we would recommend you to contact the respective merchant directly and request further information and assistance from them.
 
 We hope you find the above information useful. If you have any further inquiries, please do not hesitate to contact us again.
 
 Best regards,
 
 [EDIT]
 Skrill Team"
 
 This means they have cancelled the withdrawal with force after sending me the money following the acceptance of my documents. They have lied on the 24th of august by telling me the payment "CAME BACK AS FAILED".
 
 I still have the confirmation email from moneybookers of the received payment. I see the transaction history in moneybookers that I HAVE received the amount, THEN it was cancelled. So they took it from my account after already sending it to me.
 
 I have then went ahead to inform them that I am not able to do certification, as I don't live in the UK. I have been to the police station, as GNUF has advised me to, for certifying my documents. They don't do certification, nobody does certification as this process doesn't exist in Hungary. The only possibility I have is going to a public notary and have them notarized. Which costs a lot. And I will not do.
 
 Yesterday, 2014 the 4th of March I have received €250 from them to my moneybookers account without any description. I contacted them and they wrote me this:
 
 "Please be advised that as we have not received the requested documents from you.
 
 Your account has been closed.
 
 Your initial deposit of €250.00 has been returned to your Moneybookers account and the balance of your cashin has been confiscated."
 
 They owe me €222,96 further.
 
 Thanks,
 
 [EDIT]

GNUF - payment made then revoked

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