Baptism by Fire - success Guts.com is giving it a go

[dougbet1]

Very impressed overall with Guts.com -

Great friendly service and quick responses via e-mail, good suite of games and I'm hoping to experience the quick payout times soon.
I've had one issue that live chat sorted satisfactorily and even had a chat with Ben along the way.

 

[Takkaone]

hi,

as i had a perfect customer experience via ben at nordicbet before christmas (he made sure that i got a withdrawal just shy of 10k, requested sunday evening, about 12hours later ), i happily gave guts a try.

customer support was A+ (fast, friendly, competent). there was a problem with crediting the 50 freespins on starburst, so i did receive 10euro (double the value) in wager free cash AND some hours later the freespins were credited, too...

the only "issue" i have is regarding withdrawals: i mostly deposit via paysafecard and using this deposit-method, the only way of withdrawing is via bank-transfer. even if i make a "verification-deposit" via neteller or skrill, i could only withdraw winnings from a paysafecard-deposit via bank-transfer. this is because of the payment-provider guts.com is using at the moment (thats what support told me when i asked).

if this detail could be changed, like at most other casinos, i would do all my netent-gambling on guts. (for microgaming 32red is my go-to-place)

this is solely based on my short first experience with the casino and obviously the past experience with ben.

@ben: i hope the question is okay for you, are you "only" in a management position at guts.com or is the site your personal business-endeavour?

 

[Tropicana50]

Games are lagging, not an enjoyable experience at all. Gave it several attempts over this week but won't be returning after today. All of the games take 5-20 seconds to finish a spin and every few spins the service will throw an error message, it will take the cost of the spin but it never lands.

Not impressed.

- T

 

[CasinoBen]

hi,

as i had a perfect customer experience via ben at nordicbet before christmas (he made sure that i got a withdrawal just shy of 10k, requested sunday evening, about 12hours later ), i happily gave guts a try.

customer support was A+ (fast, friendly, competent). there was a problem with crediting the 50 freespins on starburst, so i did receive 10euro (double the value) in wager free cash AND some hours later the freespins were credited, too...

the only "issue" i have is regarding withdrawals: i mostly deposit via paysafecard and using this deposit-method, the only way of withdrawing is via bank-transfer. even if i make a "verification-deposit" via neteller or skrill, i could only withdraw winnings from a paysafecard-deposit via bank-transfer. this is because of the payment-provider guts.com is using at the moment (thats what support told me when i asked).

if this detail could be changed, like at most other casinos, i would do all my netent-gambling on guts. (for microgaming 32red is my go-to-place)

this is solely based on my short first experience with the casino and obviously the past experience with ben.

@ben: i hope the question is okay for you, are you "only" in a management position at guts.com or is the site your personal business-endeavour?

Hi Takkaone,

Thanks for your nice comments. I will check into the withdrawal situation and paysafecard and see what I can do.

My primary position is running the casino operations and yes, I am one of the co-founders along side some other great people with years of industry experience from many different areas.

Have a great day,

Ben

 

[CasinoBen]

Games are lagging, not an enjoyable experience at all. Gave it several attempts over this week but won't be returning after today. All of the games take 5-20 seconds to finish a spin and every few spins the service will throw an error message, it will take the cost of the spin but it never lands.

Not impressed.

- T

Hi T,

Sorry to hear about your experience. We have had a few issues through this week and last week which were causing a game lag. We took the site down for a few hours yesterday to fix everything once and for all as we did not want to work on a live site as that would have caused a lot of issues. Everything has been tested just fine and I stayed up most of the night monitoring and testing, everything seems good.

Can you please PM me your username?

Thanks,

Ben

 

[dks17]

i have been playing at guts for a couple of weeks now and have so far enjoyed my experience save for the error messages and lag time which have been frustrating.

i have to give the casino a thumbs up for their customer service though which has been outstanding. I made a deposit yesterday and claimed a bonus with a $1750 wagering requirement. after a couple of hours playing video slots i finally had a nice win so decided to check to see how much i had left to wager only to find that the wagering requirement was still showing as the full $1750. I PM'd Ben straight away and he was very quick to respond to and resolve the issue in way that far exceeded my expectations and it is because of this level of service that Guts is likely to become my NetEnt casino of choice from now on

 

[Wild Reels]

played there again today as had a reload bonus via email, was all working fine then dead or alive went down mid spin with game is not currently available, tried reloading and still got the same message, was doing ok till that point, but swapped games and had my usual terrible run instead

certainly a lot better than previous visits though, just slightly marred for me by dead or alive going awol half way through my session

still to make a withdrawal too

 

[psmith2020]

i have just signed up with guts i am trying out a few games to see if there is any lag there isnt

live support is excellent

i am going to make a 20 quid deposit at the weekend fingers crossed as i see it if i can get my orginal stake back off the free spins thats a bonus nothing gained nothing lost


but its the withdrawl fee what i am not comfortable win

but i will give this site the thumbs up

 

[akrus88]

Just made my first very modest withdraw of 65€ to moneybookers. The fee was 2,5€, that is crazy . Gotta see how fast Ill get it. It is going to be more then two hours as I made the withdraw 3 hours ago. But hopefully it will come today.

 

[kazzi]

Only had small problems with betsoft slots giving errors in the start but for the last days it seems fixed, just waiting on the currency on betsoft slots to be fixed.

Else i got none other complains small talk with livechat tony was friendly and fast replys.

Only thing i dont get is the "wendesday lottery" how does that work? was nothing in casino yeasterday, or is that the freespin/reload bonus that came tuesday?.

But both my withdraws came fast 2½hr before verifing my account and 1:20hr after getting verified.

 

[kidgloves]

Following on from my first impressions, I would give the site a big thumbs up after my first full experience. Even managed a nice weighty profit off the 1st wagering bonus, so just expecting verification now and hopefully a smooth withdraw to top things off. I'm a little bit irked at the £2.50 fee to withdraw back to the debit card I used to deposit for free, but I'll take this over a £5 Neteller fee and the looooong (5-7 days) withdraw time it takes to hit my bank.
Will definitely be going back for another session or two.

 

[gokkie]

I had another great experience with guts.com.

I had a little issue Ben helped me out with via live chat. Nice guy, very friendly support.
I made a withdrawal (900$) through neteller and after that was chatting with Ben for about 15 minutes only to find out that the money was allready in my neteller account!

 

[kidgloves]

Following on from my first impressions, I would give the site a big thumbs up after my first full experience. Even managed a nice weighty profit off the 1st wagering bonus, so just expecting verification now and hopefully a smooth withdraw to top things off. I'm a little bit irked at the £2.50 fee to withdraw back to the debit card I used to deposit for free, but I'll take this over a £5 Neteller fee and the looooong (5-7 days) withdraw time it takes to hit my bank.
Will definitely be going back for another session or two.

Withdrawal hit my account yesterday - 24-36 hours so not too bad a turn around at all. What's better, for a withdrawal not far short of four figures, no docs requested. Well done Guts. I'm impressed.

 

[Rickharder]

Nothing to complain about Guts, ( If ignoring the fact that, if you deposit using paysafecard you have to take possible winnings to bank account, not like say eh Neteller or Skrill)

 

[incrediblestuff]

Nothing to complain about Guts, ( If ignoring the fact that, if you deposit using paysafecard you have to take possible winnings to bank account, not like say eh Neteller or Skrill)

Are you sure?

Isn't it possible as long as you have used one of those methods before?

 

[kidgloves]

I had a great session at Guts this afternoon on their 2nd wagering bonus - hit a lovely sweet 2k feature of a .90 bet on Dead or Alive.
Apart from the great gameplay and luck I had - the only downside was a small point regarding withdrawal - this is back to my debit card - the same card I deposited with. Once I'd made wagering, I had 2k to withdraw.
The max withdrawal back to debit is £1700 - as they are charging a £2.50 fee per transaction - that would mean I would have to effectively pay a double transaction fee over 2 withdrawals to empty the account.
Now to be fair, CS was great and offered to waive the fee for this time only on the second withdrawal which I appreciated and thought was a great gesture of goodwill.
However, as it stands at the moment, If I (or anybody else using this method of withdraw) was to hit big in the future then it was made clear that the £1700 limit was not going to be raised - even on verified accounts. If you did hit say, a £10k win then you would face several withdrawal fees to get the whole lot out of your account.
Now it may seem small minded - if I'm making a 2k withdrawal to bemoan the fact they (or their payment processors) want £5 off me which is peanuts - but it's the principal that you can't withdraw the whole amount in one go, so then are forced to pay multiple payment processing fees which irks me.

Here's a copy of the CS chat I had regarding the issue -


Tony
Hello. How may help you?
Me
Hi Tony, I would like to make a withdrawal but notice that the max limit back to my depositing card is £1700 - is this fixed ? As I am paying a £2.50 processing fee - I would have to make 2 withdrawals to withdraw the total amount
Tony
Let me have a look at that for you
If you try to withdraw more do you get some error message?
Me
No, but the cashout limits state £1700
Tony
yes, this is before we have verified the account so we needed to cap this a bit
Me
so the figure to withdraw is rejected
ok, can I send docs to verify prior to this withdrawal then ?
Tony
sure, can you try and withdraw the amount you wish and lets see if the system gives you the option
Me
I've tried - withdrawing £2000 and it says amount is not allowed
Tony
can you give it a new try now
Me
ok 1 min
Tony
just refresh the page before you try
Me
It's still telling me the amount is outside the valid range - which is still set at £1700
Tony
Then I can not unfortunately raise the cap from our end
Me
ok- so I need docs verification ?
Tony
unfortunately the limit won't still change there, but I can make an exception for you and refund you the other 2.5€ to your account
Me
ok thank you for that - so I should just make 2 withdrawals then ?
Tony
let me know when you have made the first payout and Ill set the other for free for you
Me
ok - I'll do it now - 1 min
done
Tony
thanks
just give me a moment and ill make the changes on your account so you can request a new payout for free
please note that this is a one time offer
Me
Thank you - does the limit get higher once you have verified docs or not ??
Tony
unfortunately not, as we can only transfer 2000€ per transfer unfortunately
You can now make the second withdrawal
Me
Thank you - that is done
So just to be sure, If I win big ever in the future, I will always have to pay a double withdrawal fee if over £2000 with this method of withdraw ?
Tony
that is correct,, but please remember that we don't charge anything on deposit, normally customer make more amount of deposit since they are smaller, so the fees tend to be higher.
Me
True, but no casino I play at charges me to deposit - not one and that is several via debit card...it's actually only this casino that has ever charged me to withdraw to debit as well.
Tony
We are looking into better option to remove these fees also, but at the moment we need to have then due to the payment provider fees. the fee will go straight to the payment provider
Me
It's a great starting impression I have to say, the whole site looks great - just a little deflating on the payment processing issue
Tony
the payouts should be fast though
Me
But thanks for your help today - CS is very good.
Tony
I will send you mail for the account verification process so you will have this done also
Me
thanks
Cheers for now

------------------------------

I was a little confused re the fact CS initially stated that the withdrawal limit would be raised upon docs verification but then told me it wouldn't be later on in the chat.

I still maintain this is a good site - initial impressions are very positive (regardless of the wins I've had that would obviously give me rose tinted spectacles) and I hope that as stated towards the end of the chat that they will be looking to review the fees in the future so things aren't quite as messy.

 

[Mouche12]

I had a similar chat as Kidgloves before I opened an account, which I posted earlier in this thread, and I was told that once docs have been verified no withdrawal limits would apply. It's odd that this suddenly does not seem to be the case now (although they are willing to make an exception for Kidgloves)

 

[dunover]

I had a great session at Guts this afternoon on their 2nd wagering bonus - hit a lovely sweet 2k feature of a .90 bet on Dead or Alive.
Apart from the great gameplay and luck I had - the only downside was a small point regarding withdrawal - this is back to my debit card - the same card I deposited with. Once I'd made wagering, I had 2k to withdraw.
The max withdrawal back to debit is £1700 - as they are charging a £2.50 fee per transaction - that would mean I would have to effectively pay a double transaction fee over 2 withdrawals to empty the account.
Now to be fair, CS was great and offered to waive the fee for this time only on the second withdrawal which I appreciated and thought was a great gesture of goodwill.
However, as it stands at the moment, If I (or anybody else using this method of withdraw) was to hit big in the future then it was made clear that the £1700 limit was not going to be raised - even on verified accounts. If you did hit say, a £10k win then you would face several withdrawal fees to get the whole lot out of your account.
Now it may seem small minded - if I'm making a 2k withdrawal to bemoan the fact they (or their payment processors) want £5 off me which is peanuts - but it's the principal that you can't withdraw the whole amount in one go, so then are forced to pay multiple payment processing fees which irks me.

Here's a copy of the CS chat I had regarding the issue -


Tony
Hello. How may help you?
Me
Hi Tony, I would like to make a withdrawal but notice that the max limit back to my depositing card is £1700 - is this fixed ? As I am paying a £2.50 processing fee - I would have to make 2 withdrawals to withdraw the total amount
Tony
Let me have a look at that for you
If you try to withdraw more do you get some error message?
Me
No, but the cashout limits state £1700
Tony
yes, this is before we have verified the account so we needed to cap this a bit
Me
so the figure to withdraw is rejected
ok, can I send docs to verify prior to this withdrawal then ?
Tony
sure, can you try and withdraw the amount you wish and lets see if the system gives you the option
Me
I've tried - withdrawing £2000 and it says amount is not allowed
Tony
can you give it a new try now
Mike Shaw
ok 1 min
Tony
just refresh the page before you try
Me
It's still telling me the amount is outside the valid range - which is still set at £1700
Tony
Then I can not unfortunately raise the cap from our end
Mike
ok- so I need docs verification ?
Tony
unfortunately the limit won't still change there, but I can make an exception for you and refund you the other 2.5€ to your account
Me
ok thank you for that - so I should just make 2 withdrawals then ?
Tony
let me know when you have made the first payout and Ill set the other for free for you
Mike
ok - I'll do it now - 1 min
done
Tony
thanks
just give me a moment and ill make the changes on your account so you can request a new payout for free
please note that this is a one time offer
Me
Thank you - does the limit get higher once you have verified docs or not ??
Tony
unfortunately not, as we can only transfer 2000€ per transfer unfortunately
You can now make the second withdrawal
Me
Thank you - that is done
So just to be sure, If I win big ever in the future, I will always have to pay a double withdrawal fee if over £2000 with this method of withdraw ?
Tony
that is correct,, but please remember that we don't charge anything on deposit, normally customer make more amount of deposit since they are smaller, so the fees tend to be higher.
Mike
True, but no casino I play at charges me to deposit - not one and that is several via debit card...it's actually only this casino that has ever charged me to withdraw to debit as well.
Tony
We are looking into better option to remove these fees also, but at the moment we need to have then due to the payment provider fees. the fee will go straight to the payment provider
Me
It's a great starting impression I have to say, the whole site looks great - just a little deflating on the payment processing issue
Tony
the payouts should be fast though
Me
But thanks for your help today - CS is very good.
Tony
I will send you mail for the account verification process so you will have this done also
Me
thanks
Cheers for now

------------------------------

I was a little confused re the fact CS initially stated that the withdrawal limit would be raised upon docs verification but then told me it wouldn't be later on in the chat.

I still maintain this is a good site - initial impressions are very positive (regardless of the wins I've had that would obviously give me rose tinted spectacles) and I hope that as stated towards the end of the chat that they will be looking to review the fees in the future so things aren't quite as messy.

Kidgloves - check out post 167 on page 17 of this thread.
https://www.casinomeister.com/forums/threads/guts-casino.57103/

Annoying I agree.

 

[kidgloves]

I had a similar chat as Kidgloves before I opened an account, which I posted earlier in this thread, and I was told that once docs have been verified no withdrawal limits would apply. It's odd that this suddenly does not seem to be the case now (although they are willing to make an exception for Kidgloves)

Just to be clear, they haven't made an exception for me regarding the withdrawal limits, just on this one occasion they have waived the 2nd withdrawal fee. I made 2 £1000 withdrawals and the second was made fee free at their discretion.

 

[petr1]

Great experience, I was paid in 12 hours after my withdrawal request (~300€).

If anyone is getting Error 2 or similar, I'm pretty sure it's not Guts fault. This has happened on Betsafe and on several other casinos. Seems to be a problem with the software provider.

 

[SpinUk]

So far so good

Had a nice experience playing here - a minor issue which Ben sorted out generously and made £30 on the free spins too.

Agree with the others, the £2.50 fee seems a bit grasping- even if a small amount (which doesn't cost merchants that much for debit card transactions anyway to process - its actually pence).

Bit like 0845 call charges. Self- defeating in such a competitive market place where, as others have commented, no-one else charges this fee for visa debit.

Id still play here though - the site designs slick - they obviously havn't hired expensive graphic artists for the site, but saying that I prefer the sparse look.


Plus, Ben comes back to you really quick to answer any questions you might have, and its kind of fun having a shared experience with the other guys on this thread.

 

[dutchrobin]

baptism by fire guts.com

Sorry Bryan,

The flash MGS casino's are not going to work and cheap, you know that they don't have to pay the upront fee of $ 250,000 that´s why the start up every day. I wish I could do so. I admitt I am jeallous so my opinion has no value at all., as the old owner of nedplay.com. According to me, the backoffice guys have no clue about Casper, the backoffice software from MGS and they are probably hired from fLG or some other group, not bad, bot not worthy to be in your awarderd casino group, (especially cause I worked about 26 hours a day with a full MGS license and I got a hard time and now mr. Ed just bought it with community money and got it for doing nothing...)

Wished you were there to help me man, 22 hours chatting with players who wanted bonusses and extra's ...., and we gave 125% bonus, got hacked by som british superhosters... pfft...

unreal!

Dutchrobin
Arnhem
The Netherlands
dutchrobin@gmail.com
dutchrobin@live.nl

 

[Nifty29]

Sorry Bryan,

The flash MGS casino's are not going to work and cheap, you know that they don't have to pay the upront fee of $ 250,000 that´s why the start up every day. I wish I could do so. I admitt I am jeallous so my opinion has no value at all., as the old owner of nedplay.com. According to me, the backoffice guys have no clue about Casper, the backoffice software from MGS and they are probably hired from fLG or some other group, not bad, bot not worthy to be in your awarderd casino group, (especially cause I worked about 26 hours a day with a full MGS license and I got a hard time and now mr. Ed just bought it with community money and got it for doing nothing...)

Wished you were there to help me man, 22 hours chatting with players who wanted bonusses and extra's ...., and we gave 125% bonus, got hacked by som british superhosters... pfft...

unreal!

Dutchrobin
Arnhem
The Netherlands
dutchrobin@gmail.com
dutchrobin@live.nl

Grapes anyone?

 

[kidgloves]

Sorry Bryan,

The flash MGS casino's are not going to work and cheap, you know that they don't have to pay the upront fee of $ 250,000 that´s why the start up every day. I wish I could do so. I admitt I am jeallous so my opinion has no value at all., as the old owner of nedplay.com. According to me, the backoffice guys have no clue about Casper, the backoffice software from MGS and they are probably hired from fLG or some other group, not bad, bot not worthy to be in your awarderd casino group, (especially cause I worked about 26 hours a day with a full MGS license and I got a hard time and now mr. Ed just bought it with community money and got it for doing nothing...)

Wished you were there to help me man, 22 hours chatting with players who wanted bonusses and extra's ...., and we gave 125% bonus, got hacked by som british superhosters... pfft...

unreal!

Dutchrobin
Arnhem
The Netherlands
dutchrobin@gmail.com
dutchrobin@live.nl

Unless I'm being a bit thick, can somebody tell me how the above relates to this thread ??

 

[ilovejesus]

hi all