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GUTS: Awesome Customer Service, and Update

Discussion in 'Online Casinos' started by bruinsdude, Mar 22, 2015.

    Mar 22, 2015
  1. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    Just wanted to post about the latest update I got on the NetEnt/Everymatrix issues that GUTS has been plagued by in recent weeks.
    Had trouble coming up with a post name, and did not want to revive the old thread full of complaints and bigger problems.

    Seems that there are still NetEnt issues for some if not many players, and they are still working hard to have them fixed. DOA still spins endlessly, and most all NetEnt games have a balance that jumps around on you mid spin 2 or 3 times a spin. Very distracting, and very disconcerting. I trust GUTS 100%, but do I trust the software they are using if the balance is prone to shift endlessly?

    Here is a chat I had with them this morn that I found quite useful, and should help anyone else still affected.


    Nisar
    Hello James. How may I help you?
    James
    Hi Nisar, how are ya?
    Nisar
    all good thank you
    hope you are also well :)
    James
    Cool, well I just wanted to come on chat to ask one thing. I got an email from the Guts Free Spin Fairy this am, and it was on the NetEnt game Beach. A perfect opportunity to see for myself if the NetEnt issues have been resolved.
    Sadly, when playing Beach, again, the balance was jumping all over the place like a Mexican jumping bean. When will these NetEnt issues be put to bed so I can start depositing with confidence and regularity once again?
    Nisar
    I'm sorry to hear that you're still experiencing these issues James
    and thank you for coming in to let us know that this is still the case on your account
    James
    AT no time EVER prior to all of this starting a couple of months back, had anything of the sort ever plagued the games on GUTS. And it really is just on GUTS
    Nisar
    We are currently still awaiting a result from NetEnt while collecting more data
    James
    Thank you Nisar for demonstrating empathy and understanding, why i love you guys for your CS
    Now if you would fix the games, that would be another story lol
    Nisar
    :) that's very kind. I understand this is quite a large issue and is very frustrating
    The sad thing is that we still have no estimates on how long it will take in the end, which is what preoccupies us the most. We would like to communicate this to the players and will do so at the earliest convenience, it's just a matter of finding out a bit more from NetEnt's side. My apologies for the wait
    James
    It's just i cannot deposit here with confidence until I see that NetEnt games are working like they used to, ESPECIALLY DOA, which seems to be the most snakebitten
    Nisar
    I will record the issues on Beach, and will also let Joakim (the VIP manager) know that you are still experiencing these issues
    Yes, sadly DOA is the worst affected =(
    James
    Nisar, would you mind if I share our chat with the community forum? Perhaps others are quietly waiting an answer also, and would appreciate an update
    Nisar
    No, I do not mind at all :)
    James
    Ok great, that is what I will do. I look forward to reading/hearing very soon that things are better. I understand not all players are affected by the NetEnt issue, but those who are have been waiting patiently, GUTS is a must play in anyone's casino rotation.
    Thanks again
    Nisar
    :) Thank you for your patience so far James, we really appreciate your support, especially in times of problems like these. I hope that a solution can be found soon so that normality can once again be established
    Glad to help
     
    7 people like this.
  2. Mar 22, 2015
  3. The Blue Anchor

    The Blue Anchor Non-Gambler

    Occupation:
    IT
    Location:
    UK
    you've lost me here. Which part is the 'awesome customer service'? The agent told you there is a problem and it's not been fixed.
     
    1 person likes this.
  4. Mar 22, 2015
  5. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Well isn't it nice to hear a positive story amongst all the recent complaining and negativity?
     
    8 people like this.
  6. Mar 22, 2015
  7. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    Well each and every time I go on CS I get an empathetic understanding intelligent individual who quickly and efficiently explains things to me, for the better or for the worse, at GUTS.

    How many casinos can promote this success rate?

    They, along with 32 Red, are the leaders and pioneers when it comes to customer service.

    Just my opinion, if you disagree....feel free to chime in
     
    5 people like this.
  8. Mar 22, 2015
  9. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    It was awesome customer service. He was polite, nice and caring. He didn't denied that there was an ongoing problem and told that they would do their best and update as soon as they could.
    Also I must say that Bruinsdude was a perfect example of how a customer should be. Respectful and understanding.

    Think about how this world and this forum would be without the constant moaning and complaints. It would be a nice and friendly place to be :)
    I know it won't happen but I do hope it at least will get better.
     
    2 people like this.
  10. Mar 22, 2015
  11. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Even when they are 'unwell' they are still great!

    Sign of an awesome casino ;)
     
  12. Mar 22, 2015
  13. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    Yeah, Guts have awesome CS. I noticed many of them have Scandinavian names, I guess to cater to Scandinavian clientele. Very friendly, helpful and courteous. Very prompt too.
     
  14. Mar 22, 2015
  15. amourgirl

    amourgirl Not so Senior Senior Member! mm2

    Occupation:
    Virtual PA
    Location:
    London UK
    FYI


    If you play DOA on auto play it plays like a dream. it doesn't like manual at the moment.



    And Guts free spin fairy has forgotten my email address clearly!
     
    4 people like this.
  16. Mar 22, 2015
  17. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    mine too! :(

    cheers for the DOA 'heads up' tho
     
  18. Mar 22, 2015
  19. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    Mine haven't. Today just gomed email.

    Well i have played every day this week in there.
     
  20. Mar 22, 2015
  21. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    Cheer up u r not alone

    I deposit 2-3 times weekly n last number of fs i got were back in december, now its usual deposit thursday n get fs on weekend

    But not complaining as i did make 1 ok wd since then and not that much down overall

    Service is what i like, quick wd's n no continous hassles
     
    2 people like this.
  22. Mar 24, 2015
  23. pmhcfc

    pmhcfc Experienced Member

    Occupation:
    Not working
    Location:
    UK
    You took the words right out of my mouth.
     

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