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guts casino complaint

Discussion in 'Casino Complaints - Non-Bonus Issues' started by ritae, Mar 2, 2016.

    Mar 2, 2016
  1. ritae

    ritae Full Member

    Occupation:
    retired
    Location:
    uk
    Hello my first post on here and regrettably it is a complaint against one of the accredited casinos listed.




    I received email yesterday from guts offering a match bonus on my deposit. My account has been opened for three or more years and is verified but I did upload my newer passport and debit card copies on my deposit.

    Yesterday evening I played for many hours at guts and nearly finished wagering with a balance of 330.00 pounds. This morning I woke up and logged in and saw my account was blocked. I went on live chat to ask what had happened and they said I excluded two years ago at betspin and that directly affects my guts account too.



    I remember I closed my betspin account in 2014 as the site had many errors and live chat was poor. I have the chat logs from the day I closed my account there and they refused to do it for me and told me to close myself on the interface via the exclusion policy even though I had no gambling problem. Even though guts live chat today said they will pay my win, I have some wagering left so not sure how to proceed? Also as you can see from the chat logs the operator said their terms don’t mention anything about betspin exclusion affecting guts.

    So my post here is to ask for a reasonable outcome as I feel kind of cheated by the betspin exclusion when they refused to close my account for non-gambling issues. I do not mind continuing my wagering to make the cash in at guts but only have 29 days left before the funds expire. I am 64 years old and play maybe once a month at casinos on the net and my bets are below 50 pence. I do this for entertainment and do not consider my self addicted to any degree.

    Thank you for listening as guts live chat started to get little unhelpful, rita

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    1 person likes this.
  2. Mar 2, 2016
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Welcome to the forum Rita. Sorry to hear about your troubles but you are in good hands with Guts.

    Contact their rep Yits via a private message (PM) and i am sure he will assist you:

    http://www.casinomeister.com/forums/member.php?u=39505

    There have been many cases in the past year where self-exclusion created a whole bunch of problems for players. However, i am sure Guts will honor your wins :)
     
  4. Mar 3, 2016
  5. taximania123

    taximania123 Experienced Member MM

    Occupation:
    se
    Location:
    uk
    i know exactly what you mean :)

    In a similar situation ....CS seems good though ..sure they will sort it out
     
  6. Mar 3, 2016
  7. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Hi just a bit confused you say you closed betspin of 2 years ago back in 2014 ... betspin from what I know only opened its doors in 2015 ... was this just a typo or did I get it wrong ?
     
    2 people like this.
  8. Mar 3, 2016
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    No you didn't get it wrong - and that's what I was about to say! :thumbsup:
    From my records they opened around March 2015.
    They definitely were not open in 2014.

    KK
     
    1 person likes this.
  10. Mar 3, 2016
  11. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu

    Thanks was almost sure that was the case .... but yep it was just last year. So maybe the OP can not clarify this ?
     
  12. Mar 3, 2016
  13. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    ..

    Hmm.

    Becouse agent have forced to you use SE tool. it has affect your Guts account.

    But you have proof that you dint want it for gambling reason, so your Guts account should be open after the chat log proof.
     
  14. Mar 3, 2016
  15. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    if the chat proves it wasnt gambling related and chat forced you to do it that way, im sure guts will honor your cashout. In all honesty you should still be allowed to play there too. But I dont know how their system is set up so you might not be able to

    edit: read the chat. You will be fine for getting your money at least. I wonder if guts can remove you from the self exclusion list since you were told do this even though it wasnt related to your issue.

    Also, guts support should not be telling people do this when it was very clearly not the issue.
     
  16. Mar 3, 2016
  17. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    From their profile:

    Maybe it was live already in 2014 in a BETA version, would explain that there were many errors
     
  18. Mar 3, 2016
  19. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    I informed both, Yits from Guts and Mikko from Betspin about this thread.

    I am sure they will take care of it swiftly. :)
     
  20. Mar 3, 2016
  21. Jd666

    Jd666 RiffRaff CAG mm4

    Occupation:
    Maggot Farmer
    Location:
    Republic Of West Yorkshire
    Exactly what happened to me at casinocruise.
    They refused to close my account, said i had to do it myself.
    This is before i was clued up on all the self exclusin stuff.
    I did, then now cant play any Everymatrix casino.
    Mine wasnt gambling related problems either, i was having lots of problems on thier site.

    Now i dont close any accounts
     
  22. Mar 3, 2016
  23. Mikko - Betspin

    Mikko - Betspin Official Rep for <a href="http://www.casinomeister

    Occupation:
    Managing Director
    Location:
    Malta
    We were established as a company 2014 but just as a company. We opened for all 2.2.2015 so perhaps there is a mistake in the year. Anyway, we'll look into this.

     
    2 people like this.
  24. Mar 3, 2016
  25. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Similar problems for me this morning. Found out a couple of accounts were closed because sometime last year (when I was still green with regards this online gambling) I self excluded at Betspin for no other reason than that they charge when making a deposit via debit card.

    A little annoyed that this was not picked up when money was deposited and then lost, but hopefully this can be resolved by the casino rep who I have informed via Private Message.

    Lesson learned for me too: never self exclude!
     
    Last edited: Mar 3, 2016
    1 person likes this.
  26. Mar 3, 2016
  27. Mikko - Betspin

    Mikko - Betspin Official Rep for <a href="http://www.casinomeister

    Occupation:
    Managing Director
    Location:
    Malta
    Hi ritae,

    please send a PM (your betspin and guts username) to me so I can see if there is something we can do.

    Cheers
    mikko

     
    1 person likes this.
  28. Mar 3, 2016
  29. ritae

    ritae Full Member

    Occupation:
    retired
    Location:
    uk
    A heartfelt thank you for the replies. I thought it was late 2014 from memory but it was the week they launched as they sent me a email saying they had opened their doors to Britain.

    I attempted to get further information on dates from betspin today but their entire web site is offline for maintenance so I sent mikko a message here.
     
    1 person likes this.
  30. Mar 3, 2016
  31. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I hope they will solve it for you.
    I also hope that Betspin don't tell people that they have to self exclude any longer. That took me by real surprise to read.
     
    1 person likes this.
  32. Mar 3, 2016
  33. 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
    I have had a similar strange issue myself relating to Rizk and Guts. I have PM'd both Rizk and Guts' reps.
     
    1 person likes this.
  34. Mar 3, 2016
  35. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    I had it resolved to my satisfaction with my £50 deposit refunded.

    I rather that my accounts remained open at Guts and Rizk but I can fully understand that they have to comply with regulations and not let me play whilst I self excluded at another of their casinos despite the reason for the self exclusion not being gambling related.

    I am sure that your issue will be resolved too :thumbsup:
     
  36. Mar 3, 2016
  37. 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
    Mine's a bit of a mess, even the CS guy said so. I'm keeping it off here as I'm sure it's a cock-up as opposed to anything more sinister. I take heart that you and others have had the response you'd expect from Guts and their linked sites. :thumbsup:
     
  38. Mar 3, 2016
  39. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    I spoke a little too soon.

    The Rizk refund was done hassle free and how it should be :thumbsup:

    However, Guts is being a little awkward and are not refunding me until such time I have sent them a bank statement. Why they require this when their records show the deposit and no withdrawal I fail to understand.

    Really disappointing and I do hope that the rep here on the forum (who I have sent a private message) can help me with this as I will refuse to send them my bank statement showing personal financial information that is none of their business.

    We're not talking thousands here either - just a measly £25
     
    1 person likes this.

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