guts casino complaint

ritae

Full Member
Joined
Mar 2, 2016
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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Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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

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:

https://www.casinomeister.com/forums/members/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 :)
 

taximania123

Experienced Member
MM
Joined
Jul 2, 2013
Location
uk
i know exactly what you mean :)

In a similar situation ....CS seems good though ..sure they will sort it out
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
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 ?
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
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 ?
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
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
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


Thanks was almost sure that was the case .... but yep it was just last year. So maybe the OP can not clarify this ?
 

miksaxxx

Senior Member
Joined
Nov 5, 2008
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.
 

lockinlove

Staring into the sun
PABaccred
PABinit
Joined
Jan 17, 2014
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.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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

From their profile:

Casino Information
Casino Betspin
Casino Owner: Candid Gaming Limited
Established: June 2014
Accredited: May 2015
Software: Netent, MGS, NYX, PNG
Licensing Jurisdiction Malta, Curacao, UKGC
Publicly traded: Yes (via mother company NIO Inc, Oslo Stock Excchange)
Casino Reps:Betspin - Phil Head of Casino
Affiliate Program: Betspin Affiliates

Maybe it was live already in 2014 in a BETA version, would explain that there were many errors
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
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. :)
 

Jd666

Riff Raff
CAG
mm4
Joined
Apr 9, 2012
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
 

Mikko - Betspin

Official Rep for <a href="http://www.casinomeister
Joined
Jan 5, 2015
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.

From their profile:



Maybe it was live already in 2014 in a BETA version, would explain that there were many errors
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
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!
 
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Mikko - Betspin

Official Rep for <a href="http://www.casinomeister
Joined
Jan 5, 2015
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

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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ritae

Full Member
Joined
Mar 2, 2016
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.
 

Tirilej

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

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.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
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!

I have had a similar strange issue myself relating to Rizk and Guts. I have PM'd both Rizk and Guts' reps.
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
I have had a similar strange issue myself relating to Rizk and Guts. I have PM'd both Rizk and Guts' reps.

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:
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
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:

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:
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
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
 
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