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Guts absolutely awful customer service

W

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??
 
whufc1995 said:
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??
Click to expand...

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.
 
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.
 
Gonzo said:
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.
Click to expand...
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
 
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.
 
whufc1995 said:
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??
Click to expand...

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.
 
whufc1995 said:
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.
Click to expand...
Well said and time will tell.
All comes out in the wash as my old grandmother used to say.
 
whufc1995 said:
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.
Click to expand...

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.
 
You do not have permission to view link Log in or register now.


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.
 
Matti said:
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/
Click to expand...
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.
 
whufc1995 said:
You do not have permission to view link Log in or register now.


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.
Click to expand...
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.
 
whufc1995 said:
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.
Click to expand...

Please do not tell people they do not have the right to post in this thread. This is a public thread and all opinions are welcome. You are trying to moderate - and that is not your position.

No casino blocks players from chat for "no reason", like you said. There is a reason for it - it's just that we don't know what it is yet. Please have patience and we should get to the bottom of this quickly. As was mentioned earlier, you should submit a PAB so that we can expedite this issue and get you squared away. Thank you.
 
All due respect, but they are blocking from live chat for no reason. I have numerous photos proving this, there is complete indisputable evidence that their agents are blocking people from live chat when they do not like the issue they raise. I have already provided 3 photos of this and have a catalogue that can be provided along with screenshots of my emails that have been unanswered. This will all be proved true in time especially when a guts rep responds. Put simply, they do not deserve the defense you are giving them and this will prove to be true in due course.
 
whufc1995 said:
All due respect, but they are blocking from live chat for no reason. I have numerous photos proving this, there is complete indisputable evidence that their agents are blocking people from live chat when they do not like the issue they raise. I have already provided 3 photos of this and have a catalogue that can be provided along with screenshots of my emails that have been unanswered. This will all be proved true in time especially when a guts rep responds. Put simply, they do not deserve the defense you are giving them and this will prove to be true in due course.
Click to expand...

We only have your word for it that there is 'no reason': posting screens of you being blocked with snippets of chat does not prove you have been nice and polite..
Rude behavior is in my experience the only thing that may get you banned from helplines such as live chat..

Please stop repeating yourself, and accept we are skeptical here, not without reason i may add: just give it more time, so all parties involved can have their say, and perhaps work out any issue.
 
Casinomeister said:
This was posted on a Sunday - and it's only Monday.
Click to expand...

Casinomeister said:
This was posted on a Sunday - and it's only Monday.
Click to expand...

In the thread there have been several reference form different forum members saying that Guts are not responsive. See Playfords comments for example .In addition the rep does not appear to have logged on since 5 June .which is 2 weeks ago . This is what I was referring to - apologies for that
 
Look at the bar on the side. The chat was about 2 seconds long as you can clearly see before closed and blocked. Yes I will of course be patient but your skepticism in the face of obvious evidence is absolutely bizarre.

I'll now wait for the rep to respond and I appreciate all assistance and comments but i'll leave you with this : As others have said, they do not respond to emails, mine have now been ignored for over a month and I can prove this at will. Furthermore, if it gets to the stage where we are able to request chats you will see what they are doing and I encourage all of you to try the live chat for yourselves and watch them do it to you. Ultimately, while you may be skeptical, please know that I am being completely truthful, and have nothing to gain from coming onto here making an account purely to lie about this, it's not enough money nor important enough to me. However, they cannot get away with stuff like this, they are completely abusing their powers and the audacity to use an IP block so that they don't have to discuss issues is frankly embarassing. Whether you believe it or not, that is what they have been doing, so be skeptical all you like, but while you are being so they are getting away with this behaviour.

You do not have permission to view link Log in or register now.
 
whufc1995 said:
All due respect, but they are blocking from live chat for no reason. I have numerous photos proving this, there is complete indisputable evidence that their agents are blocking people from live chat when they do not like the issue they raise. I have already provided 3 photos of this and have a catalogue that can be provided along with screenshots of my emails that have been unanswered. This will all be proved true in time especially when a guts rep responds. Put simply, they do not deserve the defense you are giving them and this will prove to be true in due course.
Click to expand...

Defense? I am stating the obvious. You posted on a Sunday, and it's now Monday - be patient.

Well, why do you think they are refusing to chat with you? Certainly, there must be a reason.
 
just be patient, and you will get your answer.

If you don't and the Casino keep ignoring you, and the PAB, they will lose their status on here, and that will make them take notice, so sooner or later they will either give you an answer for us all, or go down the tubes
 
Hiya, I have messaged our support team and asked for the details of why your emails haven't been answered or if your chat is blocked and all the details of your query, I will follow up and get back to you asap with the details, I will reply directly to your PM
 
Hey,

I spoke in our PM and reassured you I am looking into it, which I am, just to let you know that I am waiting for the chat logs and email threads to come through, unfortunately i don't have direct access to these, so I have to request them, as soon as I have them and have looked over them, I will PM you again :thumbsup:

whufc1995 said:
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??
Click to expand...
 
yesterday at 11am guts rep rosie tells me I will receive an email personally from the customer service manager 'within the next couple of hours', nearly 48 hours later still no word from guts or reply from Rosie as to why I still have not been contacted.
 
And Rosie.

I want to ask you , have Yits left the hole bulding becouse his straight email does not work for 3-4weeks.

CasinoBen have not responded this, but GiG is stock listed Company. Which should not have any kind of secret. Or if they have , why?

He is working or not? Simple question :)

Cs sayed that : they dont know any Yits.

Is Guts going down after keys changed .

Ps. Ben of course you can tell who is taking care of casino there.



rosie@guts said:
Hey,

I spoke in our PM and reassured you I am looking into it, which I am, just to let you know that I am waiting for the chat logs and email threads to come through, unfortunately i don't have direct access to these, so I have to request them, as soon as I have them and have looked over them, I will PM you again :thumbsup:
Click to expand...
h
 
miksaxxx said:
And Rosie.

I want to ask you , have Yits left the hole bulding becouse his straight email does not work for 3-4weeks.

CasinoBen have not responded this, but GiG is stock listed Company. Which should not have any kind of secret. Or if they have , why?

He is working or not? Simple question :)

Cs sayed that : they dont know any Yits.

Is Guts going down after keys changed .

Ps. Ben of course you can tell who is taking care of casino there.



h
Click to expand...

I'm not Rosie but yes, Yits have stopped working there.
 
Guts where a immense casino. That's without question, clearly there way has been lost for reasons we don't know.
I myself have been awaiting a call back for 4 months back now, I went 3 weeks no reply from 'team leaders'
Over 10 days to respond to a normal email.
Yitz closed my account in a terrible fashion, clearly what's going on there is anarchy.
Those who doubted the OP, and rightly so seem to be rather wrong now.
Be interesting to see the full reasons from guts.
No disrespect to the rep, clearly Rosie has stepped into a job that needs a massive up haul. Hopefully she does what's correct.
 
Morning, I checked with our CS Manager and she had definitely emailed you, I had a lengthy conversation about you with her and we went through all of your chats and emails as I explained in PM, can you please PM me to confirm your email address - or provide an alternative one, so that we can resend? Thanks.

whufc1995 said:
yesterday at 11am guts rep rosie tells me I will receive an email personally from the customer service manager 'within the next couple of hours', nearly 48 hours later still no word from guts or reply from Rosie as to why I still have not been contacted.
Click to expand...
 
Hey,

Yits left Guts a few weeks ago after deciding he wanted a new challenge :thumbsup:

We don't have any secrets and are not trying to hide anything, sorry if it seems that way. We have had a few changes in the company recently after the betit group became part of Gaming Innovation Group to become one big happy family, the new management structure is now in place and all is now settled.

During this time we have had quite a few changes with CS and some new team members, thus, a lot of the team dont know of Yits, all should know me though :-)

Hope this has answered your questions, feel free to shoot me a PM with any more :D
miksaxxx said:
And Rosie.

I want to ask you , have Yits left the hole bulding becouse his straight email does not work for 3-4weeks.

CasinoBen have not responded this, but GiG is stock listed Company. Which should not have any kind of secret. Or if they have , why?

He is working or not? Simple question :)

Cs sayed that : they dont know any Yits.

Is Guts going down after keys changed .

Ps. Ben of course you can tell who is taking care of casino there.



h
Click to expand...
 
Morning,

Can you please PM me your details and I will check any outstanding issues for you and we can have a chat :thumbsup:

Playford7 said:
Guts where a immense casino. That's without question, clearly there way has been lost for reasons we don't know.
I myself have been awaiting a call back for 4 months back now, I went 3 weeks no reply from 'team leaders'
Over 10 days to respond to a normal email.
Yitz closed my account in a terrible fashion, clearly what's going on there is anarchy.
Those who doubted the OP, and rightly so seem to be rather wrong now.
Be interesting to see the full reasons from guts.
No disrespect to the rep, clearly Rosie has stepped into a job that needs a massive up haul. Hopefully she does what's correct.
Click to expand...
 

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