mickyf
Full Member
- Joined
- Oct 6, 2015
- Location
- United Kingdom
Been playing at guts.com for quite some time and today had my account restricted? I contacted their support and here is there response.
Basically they don't like customers who withdraw more than they deposit and take advantage of the promotions that they offer!!???!!!
Hello again Michael,
I have gone over your account details again. Looking over your deposit history, in the last 2 months a vast majority of your deposits have come in on days where we offered either free spins or deposit bonuses, with no indication of any regular play on days where we might not be offering a bonus or extras. While we understand that our offers are very popular and shouldn't be missed, regular game play usually also includes deposits when no bonus may be offered.
Please find your statistics for the last 6 months below, outlining further reasoning behind the decision:
total deposits: £1393.00 (€1935.00)
total withdrawals: £3043.74 (€4192.92)
return to player: 115.48 %
total bonus cost: £460.00 (€637.00)
Looking at these statistics, it looks like you have very high bonus percentage on your overall deposits and withdrawals, which unfortunately does limit us in the our capacity in offering further bonuses. Please understand that while we enjoy giving out the many offers and extras we have on offer, these are mainly geared toward the users who are not doing so well and may have lost.
The statistics above however indicate that you have been very lucky on our website, which we are happy to see as we do of course want our customers to also win. On the other hand, it is reason for us to restrict your account with regards to bonuses for the future, as your total bonus cost (which on average is between 5-10% of net deposits) is unusually high.
You have our full understanding that this may come as a disappointment to you, however we do hope that the reasons outlined above explain the decision making within the management group better to you. We are of course very happy to have you continue playing at Guts, and we hope that you continue having such good luck on our casino, however the decision must in this case unfortunately rest.
Thank you for your understanding and have a nice day.
Kind regards,
--
Nisar
Hi Michael,
Thank you for contacting us.
To clarify the situation, the account has been restricted by management on the basis that deposits are made only to claim a promotional offer, without any indication of regular play as you also mention and confirm as correct. As we want to continue to offer good offers for our new and old players that are also having regular game play, we need to restrict these accounts, whereof yours is included unfortunately.
I am very sorry to hear about the disappointment expressed in this decision. We have also had a closer look into the account and based on the factors we review, and while we appreciate you taking the time to contact us - the decision which has been originally communicated will need to stand and the account will remain with its restrictions without an alterable option unfortunately.
I regret to deliver the disappointing decision but do thank you for your understanding in advance.
Have a continued lovely evening
Kind regards,
--
Nisar
What do you think?
I think its out of order myself?
Basically they don't like customers who withdraw more than they deposit and take advantage of the promotions that they offer!!???!!!
Hello again Michael,
I have gone over your account details again. Looking over your deposit history, in the last 2 months a vast majority of your deposits have come in on days where we offered either free spins or deposit bonuses, with no indication of any regular play on days where we might not be offering a bonus or extras. While we understand that our offers are very popular and shouldn't be missed, regular game play usually also includes deposits when no bonus may be offered.
Please find your statistics for the last 6 months below, outlining further reasoning behind the decision:
total deposits: £1393.00 (€1935.00)
total withdrawals: £3043.74 (€4192.92)
return to player: 115.48 %
total bonus cost: £460.00 (€637.00)
Looking at these statistics, it looks like you have very high bonus percentage on your overall deposits and withdrawals, which unfortunately does limit us in the our capacity in offering further bonuses. Please understand that while we enjoy giving out the many offers and extras we have on offer, these are mainly geared toward the users who are not doing so well and may have lost.
The statistics above however indicate that you have been very lucky on our website, which we are happy to see as we do of course want our customers to also win. On the other hand, it is reason for us to restrict your account with regards to bonuses for the future, as your total bonus cost (which on average is between 5-10% of net deposits) is unusually high.
You have our full understanding that this may come as a disappointment to you, however we do hope that the reasons outlined above explain the decision making within the management group better to you. We are of course very happy to have you continue playing at Guts, and we hope that you continue having such good luck on our casino, however the decision must in this case unfortunately rest.
Thank you for your understanding and have a nice day.
Kind regards,
--
Nisar
Hi Michael,
Thank you for contacting us.
To clarify the situation, the account has been restricted by management on the basis that deposits are made only to claim a promotional offer, without any indication of regular play as you also mention and confirm as correct. As we want to continue to offer good offers for our new and old players that are also having regular game play, we need to restrict these accounts, whereof yours is included unfortunately.
I am very sorry to hear about the disappointment expressed in this decision. We have also had a closer look into the account and based on the factors we review, and while we appreciate you taking the time to contact us - the decision which has been originally communicated will need to stand and the account will remain with its restrictions without an alterable option unfortunately.
I regret to deliver the disappointing decision but do thank you for your understanding in advance.
Have a continued lovely evening
Kind regards,
--
Nisar
What do you think?
I think its out of order myself?