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Bitch and Moan Guts bitch and moan again. Free spins are missing

Discussion in 'Casino Complaints - Bonus Issues' started by Fleur-De-Lis, Jun 4, 2016.

    Jun 4, 2016
  1. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    Me and my Guts woes once again ;)
    So... they run a weekly promo (deposit 50 on Thursday and get 20 FS on Friday, Saturday and Sunday) for as long as I remember, and I often participate. This time around I got my 20 FS on Friday but zero FS today. Contacted Live Help and got an answer that I am not eligible ("The FS should have been credited to all of our eligible customers by now"). Eh, how come? Then the rep said he needed to "investigate" and closed the chat down on me. In another few minutes I got an email claiming that FS "seemed to be available" (eh... seemed to be? what is it now?) "via mobile so if you open the game Pimped via mobile you will be able to play them". What's next? I have no intention to open anything "via mobile" because I cannot even understand/translate this phrase. Did they just tell me off, and I should just tick it off as a loss?
     
  2. Jun 4, 2016
  3. Guts - Yits

    Guts - Yits Dormant account

    Occupation:
    Casino Manager
    Location:
    Malta
    Hi

    Were sorry for any inconvenience but the agent promised to email you back and you told him not to. If you contact them again you can get a surrogate bonus and some extra for the trouble.

    Yits
     
    4 people like this.
  4. Jun 4, 2016
  5. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    Thanks, maybe I'll do that if I have time and/or have nothing better to do :)
    However, this won't solve the main issue, I am afraid: how come the promo a player qualifies for has ended up withheld/amended/cancelled? Does it meant that the casino is free to break its word at any time/for any reason/with no notice whatsoever? If so, we all should be fairly alarmed to trust such a casino with our money and our loyalty... ))

    P.S. Ok, I sent your colleague the permission to email me back. Once only, since I am VERY curious.
     
  6. Jun 4, 2016
  7. EbeeDog

    EbeeDog Senior Member MM

    Occupation:
    Retired
    Location:
    Akron OH
    In a word, yes.

    Ooops. I was commenting on casinos' T%C's in general, not necessarily Guts - I am not qualified to comment directly on Guts because I cannot play there.

    I realize I don't have a dog in this fight, but I do believe that any deposit at any casino should be considered and researched carefully.
     
    Last edited: Jun 4, 2016
  8. Jun 4, 2016
  9. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Mountain out of a mole hill time again IMO.

    Some threads/posts these days are turning into unnecessary and unfair mud slinging where all could have been avoided if not for a little patience.

    No wonder reps go AWOL!
     
    8 people like this.
  10. Jun 4, 2016
  11. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    Guess what? I did send you email as you suggested, and there's still no answer or acknowledgement 2.5 hours later. I wonder if you anybody in Guts ever intended to fix the problem in the first place. What a shame :(
     
  12. Jun 4, 2016
  13. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom

    It's the weekend so the rep doesn't have to be sitting around waiting for you and for goodness sakes get some perspective. It's really hardly the crime of the century missing free spins. Why you felt you couldn't open the game on a mobile to see if the spins were there like they asked I have no idea

    Now you are whining because they haven't replied immediately when you graciously lifted your e mail ban

    Why yits is offering you extra who knows he's a much nicer and patient person than me. . I would feel like saying don't don't let the door hit you on the way out!
     
    2 people like this.
  14. Jun 4, 2016
  15. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    Thanks for your kind support, Borgie :) Any promo is a marketing tool where customers are invited to invest money in exchange for a certain gimmick (free spins, free lunch, whatever). If they don't get what was promised/advertised/implied, it is called cheating, plain and simple. I am not too happy with the fact that few lousy free spins are missing, but it is a small thing I can certainly live with. What I truly hated about this issue is the attitude: something which was due has been taken away with no reason, no notice, no explanation and no apology. You may enjoy it and I do not, end of story.
     
    1 person likes this.
  16. Jun 4, 2016
  17. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    So back in april they were horrible in your eyes. You wouldn't play there anymore and didn't want anymore emails :eek2:
    http://www.casinomeister.com/forums/showthread.php?t=73147&p=755233#post755233

    I wonder if it says ''bitching attitude'' next to your account.

    That is actually how you're behaving here and it doesn't seem to be the best way to get a problem solved for you.
    Next time try the soft version and I'm sure you'll get a better result:thumbsup:
     
    2 people like this.
  18. Jun 4, 2016
  19. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Chit happens. It's free spins.
    Yes, you're entitled to them - if that's the promotion, and you're supposed to get them, then yes, GUTS is obligated to credit them. They can't change the terms AFTER you've deposited, but they can ban you from any future promotions if they so desire.

    That being said....chit happens. If they arent credited. go into live chat. If you don't get the resolution you're seeking pm Yits. As said above, it's Saturday. They could be understaffed. They could be swamped with emails, pms and live chat customers et c. I'm sure you'd get sorted, after all, Yits saw this thread.


    ps - if you don't understand the terminology used by support...ASK them to clarify it (re: via mobile), or google it, or ask any one here in CM and they'd have happily told you. I would have.

    It seems such a small issue really.
     
    1 person likes this.
  20. Jun 4, 2016
  21. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    Come on..

    It is weekend. you waited only couple hours!!

    "cheating " he*l No!

    maybe some malfunction in cretiding spins..

    This moan is grazy.. sorry..




     
  22. Jun 5, 2016
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I totally agree with that, what you said Any promo is a marketing too I got banned from a casino site because I spoke out here once about that, The rep shut my account, I thought it was out of order as this forum is supposed to be a place to talk and express what we think yet a casino rep banned me from there site, Also I know I am not the only one,

    It would be cheating if that was there intention, But I will guarantee that there must of been some sort of miscommunication as Guts are normally good at sorting this stuff out, & would of done

    I also would be annoyed as you do expect what you paid for, There called free spins but does not mean they come free, I heard that there support is not 24/7 now so that can be some hold up,


    But in all fairness if you put an email ban on guts, (funniest thing I heard in a while) how are they ment to sort it ?

    Bottom line is you had a right to be pissed off but guts are the good guys so a quick message to the rep on here a presto it all would of been sorted, I know its not ideal to be chasing what is rightly yours but shit happens,
     
    2 people like this.
  24. Jun 5, 2016
  25. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden

    That casino banned you because of you several times questioned things and was negativ about them in this forum. They didn't want negativ publicity and so do no casino. This kind of thread is only to make the casino look bad and that becuse of such a minor issue.

    I know you always defend anyone that are moaning and complaining but you should also think about what it's doing to the casinos and how it scares the reps away. I know so many that are angry and frustrated at what's been written here and they always have to keep cool. They have to act professional while we're allowed to act like kids?:eek2:
    Of course some complaints are valid and some moaning is fine but this forum does not exist for that purpose. It is for everyone in this industry and not just the players. Respect goes a long way especially if it goes both ways.


    Btw Guts do have support 24/7 and that hasn't changed :)
     
    2 people like this.
  26. Jun 5, 2016
  27. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Every body is entitled to say there bit,

    Of cousre I stick up for my fellow players when things go wrong, But you do the opposite, As soon as somebody mentioed they have been hard done by you chime in and say take a break, play else where, you made a thread last week abot another site, Please let them speak out, Not every thread about a casino is putting them down but to let other players know whats going on, Any rep that I have spoken to, sent messages to will know I am a fair man,

    How could you possibly know what site I was banned from? I have told no one?

    If your talking about the Tropica fiasco than I was NOT even banned from there, So please do refrain from guessing games

    I stand to be corrected with the support at guts, I was getting mixed up with Harry's post and there cash out times,



     
    1 person likes this.
  28. Jun 5, 2016
  29. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    My memore is sometimes too good. I'll send you a pm about it instead :)

    I don't do the opposite of you. I defend both sides when I feel it's needed. You know I can be a bitch against some casinos too.
    I'm also a player. I just solve some problems different.

    I guess we're needed both you and I but I'll stick to my view and you yours I guess:thumbsup:
     
    1 person likes this.
  30. Jun 5, 2016
  31. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Of course, I would not be the same if every body agreed to the same thing :D

    I have updated my post above, if I am wrong about anythink I will be the first to admit it, It was not Tropica I was banned from if that was what you was thinking, I admit I had some bad words to say about them but so did alot of players, I personally apologised to them, But that still does not bypass the fact they had some bad practices going

    If you are thinking about another site than please email the thread as I am trying to look for it and I can find it,

    Happy Spinning
     
    1 person likes this.
  32. Jun 5, 2016
  33. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    Pm sent and no it was not about Tropica:)
     
    1 person likes this.
  34. Jun 6, 2016
  35. Guts - Yits

    Guts - Yits Dormant account

    Occupation:
    Casino Manager
    Location:
    Malta
    Hi Fleur-de-lis

    Just following up on this from the weekend, I'll bullet it:

    1) First and foremost, if there was an error (our fault or technical error out of our initial control - doesn't matter that much) you are of course well within your rights to be upset about it - hence you are due a bit extra as a courtesy from us if it has caused frustration. This does not only apply to a long-standing & respected customer like yourself, but to just about anyone who encounters an issue of this nature.

    2) I must stress that the agents are super-busy, and often juggling multiple issues at once when traffic is exceptionally high. In relation to another recent thread, customer service and payments have all been given go-aheads to higher quite a significant amount of extra staff to make sure our customary standards are to be upheld, and hopefully even improved. In the meantime it's hard work, overtime and time-management that strives to fill any gaps that there might be. We take this stuff seriously, I assure you.

    3) Respectfully, the chat in question and many others before that have had a tone that isn't really proper. I will gladly take it up with you in private, but please remember that our customer service agents are flesh and blood, good people who are not better or worse as human beings on this 3rd rock from the sun than you or I. This is important in all aspects and walks of life, not just those that pertain to free spins. I know that frustration can breed irritability (I think we all know that that applies to me too) but we must all strive to retain a decent tone and mannerisms, to the best of our abilities. And remember, whatever you are due, we will always sort out, and we will give extra goodies if need be to show that we care.

    4) Regarding the adding of the surrogate bonus, I probably didn't think it through. I could not add it myself as I was mobile and in the middle of other things, but I should probably have called the agents on shift and told them to add it for you straight away. A logistical oversight on my end, borne out of multi-tasking (we all know men are useless at that). I apologize for that - the emails during rush hours do sometimes take a little while to get answered in the support queue, so I should have thought it through a bit better,

    I hope this helps a bit, and please do PM me if need be - or alternatively feel free to take it up on thread. Entirely up to you :)

    All the best

    //Y
     
    4 people like this.
  36. Jun 6, 2016
  37. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    3) Respectfully, the chat in question and many others before that have had a tone that isn't really proper. I will gladly take it up with you in private, but please remember that our customer service agents are flesh and blood, good people who are not better or worse as human beings on this 3rd rock from the sun than you or I. This is important in all aspects and walks of life, not just those that pertain to free spins. I know that frustration can breed irritability (I think we all know that that applies to me too) but we must all strive to retain a decent tone and mannerisms, to the best of our abilities. And remember, whatever you are due, we will always sort out, and we will give extra goodies if need be to show that we care


    - this is not nice to know but necessary and somehow I am not surprised. . Everyone deserves respect and to be spoken to decently .I hope lessons are lent from this
     
    1 person likes this.

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