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

Fleur-De-Lis

Senior Member
Joined
Dec 11, 2007
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?
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
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
 

Fleur-De-Lis

Senior Member
Joined
Dec 11, 2007
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.
 

EbeeDog

Dormant account
Joined
Jul 21, 2010
Location
Akron OH
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.

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.
 
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Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
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!
 

Fleur-De-Lis

Senior Member
Joined
Dec 11, 2007
Location
CY
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

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 :(
 

Borgie

Ueber Meister
MM
Joined
Jul 19, 2011
Location
United Kingdom
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 :(


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!
 

Fleur-De-Lis

Senior Member
Joined
Dec 11, 2007
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.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
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:
https://www.casinomeister.com/forum...sent-from-guts-does-anybody-deserve-it.73147/

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:
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
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.
 

miksaxxx

Senior Member
Joined
Nov 5, 2008
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..




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.
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
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.

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,
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
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,


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 :)
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
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,



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 :)
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
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?

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:
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
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:

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
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
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

Pm sent and no it was not about Tropica:)
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
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
 

Borgie

Ueber Meister
MM
Joined
Jul 19, 2011
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
 
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