Guts absolutely awful customer service

whufc1995

Dormant Account
Joined
Jun 18, 2017
Location
london
i sincerely hope you can help me.

I have emailed Guts several times over the course of a month.

They have consistently ignored my emails for over a month now, my deposit bonus is yet to be credited. In addition, I had a cash out issue which was instantly reported and evidence was sent via email, which has been ignored for over 4 weeks. Whenever I went onto live chat to ask about this they have IP barred me from ever speaking to them on live chat, it really has been outrageous treatment of a regular customer who has been polite and beyond reasonable, yet they do appear to be taking advantage now. Still NO explanation of why I keep getting blocked from live chat and emails ignored, they want me to have NO opportunity to have them sort this out??
 
i sincerely hope you can help me.

I have emailed Guts several times over the course of a month, my email is

They have consistently ignored my emails for over a month now, my deposit bonus is yet to be credited. In addition, I had a cash out issue which was instantly reported and evidence was sent via email, which has been ignored for over 4 weeks. Whenever I went onto live chat to ask about this they have IP barred me from ever speaking to them on live chat, it really has been outrageous treatment of a regular customer who has been polite and beyond reasonable, yet they do appear to be taking advantage no. Still NO explanation of why I keep getting blocked from live chat and emails ignored, they want me to have NO opportunity to have them sort this out??

I would remove your e-mail address or you will be inundated with spam e-mails.
 
It appears many of their agents are trained to ip ban customers from live chat for no reason whatsoever. Both my phones, laptop you name it, you ask a simple question, live chat will be closed and will completely disappear from that point onwards.
 
Well that's rather a dastardly thing to do if correct.
And they where immense years back, but my experience wasn't great with them lately either.
The best casino's seem to be the ones not linked to dozens of others, with the exception of rizk.
As others say pm the rep, I waited weeks for email replies with guts.
Best of luck.
 
Rep last online 5th June, PM'ed her earlier lol!

Guessing by her activity I think it may be Yit's wife :p or at least had "How to avoid posting on CM" training from him :eek:
Haha brilliant. And yeah seems to be a show of good faith at best.
 
Im so fucking tired off casinos ho have kids on the livesupport chat. Babyes on 20-22 years ho dont know how u talk to people. And most of them dosent even know what rtp is and much more. The casino attitude is like they think. WE NEED THEM, THEY DONT NEED US. they gave totaly forgot that they exist because of us ho plays there. If i am new to casino and support is not friendly and helpfull i dont open acount there. The support may be the lowest ranking in the buiznes and the give the jobb to the one ho wont it. But thats is WRONG very WRONG. The support is the first u talk to when u are new in a casino and tjey are the face off the casino.
 
Im so fucking tired off casinos ho have kids on the livesupport chat. Babyes on 20-22 years ho dont know how u talk to people. And most of them dosent even know what rtp is and much more. The casino attitude is like they think. WE NEED THEM, THEY DONT NEED US. they gave totaly forgot that they exist because of us ho plays there. If i am new to casino and support is not friendly and helpfull i dont open acount there. The support may be the lowest ranking in the buiznes and the give the jobb to the one ho wont it. But thats is WRONG very WRONG. The support is the first u talk to when u are new in a casino and tjey are the face off the casino.
There are decent reps out there, like the revered Vaughan at betat for example.
But on a while I agree with you, they need to be a lot more informed on what players need and ask.
Majority sadly are not
 
actully the support on Betat is fantastic same. But try vera&john
I've been actually trying to verify myself there for weeks at Vera and john. I'll send them tissue and dna shortly, if that's turned down I'll give up.
 
tried pm'ing rep and even toured each nations guts support live chat and they have all done the same thing, really shocking how they think they can get away with something like this.
 
i sincerely hope you can help me.

I have emailed Guts several times over the course of a month.

They have consistently ignored my emails for over a month now, my deposit bonus is yet to be credited. In addition, I had a cash out issue which was instantly reported and evidence was sent via email, which has been ignored for over 4 weeks. Whenever I went onto live chat to ask about this they have IP barred me from ever speaking to them on live chat, it really has been outrageous treatment of a regular customer who has been polite and beyond reasonable, yet they do appear to be taking advantage now. Still NO explanation of why I keep getting blocked from live chat and emails ignored, they want me to have NO opportunity to have them sort this out??

If you as you say have been "polite and beyond reasonable" I have a hard time believing they would block you. What are the "cash out issue" you've been having been about?

I'm certain there are more to this story than meets the eye.
 
I'm still awaiting a call back from months ago, emails took 10 days from team leaders to be responded to, only when i followed it up may I add.
2 reps awol almost all of the time...yet casumo are now unaccredited for spam?...
guts want stripping or at least warned at the very least again, how some of these places hold accreditation is beyond me.
 
Matti,

frankly I really am not bothered what you believe. I purely made this account out of desperation as they were being so awful. I would not waste my time about this and have provided screenshots, am more than happy to video a live chat interaction with them as it has happened on multiple occasions regarding this. Believe what you like, but this is completely 100% true and people reacting like you just have vindicates companies like this to behave in this way to more people.
 
Matti,

frankly I really am not bothered what you believe. I purely made this account out of desperation as they were being so awful. I would not waste my time about this and have provided screenshots, am more than happy to video a live chat interaction with them as it has happened on multiple occasions regarding this. Believe what you like, but this is completely 100% true and people reacting like you just have vindicates companies like this to behave in this way to more people.
Well said and time will tell.
All comes out in the wash as my old grandmother used to say.
 
Matti,

frankly I really am not bothered what you believe. I purely made this account out of desperation as they were being so awful. I would not waste my time about this and have provided screenshots, am more than happy to video a live chat interaction with them as it has happened on multiple occasions regarding this. Believe what you like, but this is completely 100% true and people reacting like you just have vindicates companies like this to behave in this way to more people.

Frankly I don't care that you are not bothered. :p

When I read you're posts it doesn't add up so therefore I choose to believe we haven't been told all there is. For me this doesn't mean that I vindicate companies that behave badly. I just believe in innocence until proven guilty.

If you claim they own you money you can always use the excellent arbitration service that Casinomeister provides.

You can read about it here https://www.casinomeister.com/forums/help/pab-rules/
 
what doesn't add up? I posted a screenshot, and am more than happy to post more. Your comments make absolutely no sense and i'm not sure what value you are adding to this post? If you don't want to help, please do not post on this. Like I said, this is happening, and I can prove it any which way you like, starting with the screenshot provided, plenty more of which can follow. The only thing that doesn't add up is your response to this, quite bizarre.
 
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Had to go to the european site to merely speak to one agent who wouldn't bar me from live chat for talking to them about it. Was told a team leader had just seen my email from last May and to wait for a response, (which no doubt will not come), could not tell me why I had been getting barred.
 
Frankly I don't care that you are not bothered. :p

When I read you're posts it doesn't add up so therefore I choose to believe we haven't been told all there is. For me this doesn't mean that I vindicate companies that behave badly. I just believe in innocence until proven guilty.

If you claim they own you money you can always use the excellent arbitration service that Casinomeister provides.

You can read about it here https://www.casinomeister.com/forums/help/pab-rules/
There is absolutely no way of getting away from the fact guts have fallen from grace.
The reps are awol, have been for a very long time.
Whether the OP is truthful or not doesn't matter, the performance of guts as a casino however has been dealt another blow by a disgruntled player.
 
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Had to go to the european site to merely speak to one agent who wouldn't bar me from live chat for talking to them about it. Was told a team leader had just seen my email from last May and to wait for a response, (which no doubt will not come), could not tell me why I had been getting barred.
My query lasted months with them, no call backs still, as mentioned before. Emails taking over 10 days to reply to.
Live chat having no idea about anything.
As said though, PAB then get you complaint dealt with by those with the know how and experience to do it properly.
Posting on and on about it won't help your cause mate as frustrating as things may be.
 

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