guts casino complaint

[ritae]

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]

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]

i know exactly what you mean

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

 

[Deeplay]

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]

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!
From my records they opened around March 2015.
They definitely were not open in 2014.

KK

 

[Deeplay]

No you didn't get it wrong - and that's what I was about to say!
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]

..

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]

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]

No you didn't get it wrong - and that's what I was about to say!
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]

I informed both, Yits from Guts and Mikko from Betspin about this thread.

I am sure they will take care of it swiftly.

 

[Jd666]

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]

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]

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!

 

[Mikko - Betspin]

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]

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]

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]

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]

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

 

[dunover]

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

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.

 

[interlog]

I spoke a little too soon.

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

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

 

[Bezim]

Same thing happened to me yesterday when i tried to log in, account suddenly closed due to self exlusion on Betspin (really should be a warning when using self exlusion that it might impact other casinos your signed up with), thankfully i had no balance.

 

[interlog]

Reading back the chat transcript, I am still annoyed by this:

I'm sorry but there is nothing I can do, that's what they have asked us to request if you contact us Mark

Shouldn't these refunds be automatic once they discovered it? What would have happened if I didn't contact them?

It is leaving a rather sour taste in my mouth

 

[Guts - Yits]

Hi Rita,

Sadly we are bound by regulations and cannot re-open your account, even if we would like to in light of your explanation.

3 things:

1. You are not required to self-exclude in order to close your account - if you were informed as such, that's an error on our part if it's accurate and we apologize. An agent can block your account for you if you so wish. If anyone tells you otherwise, then get back to me.

2. We are taking your feedback seriously - the signposting prior to self-excluding should also be clearer regarding the sharing of a license. It's in process, may take a little while but it will get there.

3. I am checking what shall be done regarding the bonus funds. In whatever case, your deposit will be refunded no matter what. I should have a reply tomorrow.

BR

Yits

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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[Guts - Yits]

Hi interlog,

I totally understand your thoughts about this. However if you are in the UK, you absolutely by law need to provide full documentation (even if you are not closed, you will be shut if you don't send it in within 72 hours....)

It's nothing personal - all casinos operating in the UK are nowadays obliged to do this.

Ping me on PM if you need

Yits

Reading back the chat transcript, I am still annoyed by this:



Shouldn't these refunds be automatic once they discovered it? What would have happened if I didn't contact them?

It is leaving a rather sour taste in my mouth

 

[Nicola]

Wow surprised to see another self exclusion nightmare thread especially with a such a respected brand

Really need to see more transparency in the terms and conditions on MT Secure trade sites and would hate to see brands such as Guts and Rizk in the same boat as EveryMatrix/888.

In regards to the OP, if she is really 64 years old (Guts verified as she said) and hasn't broken any rules but suffering because of a BetSpin error, I think it would be a nice gesture to pay her full balance.

 

[interlog]

Hi interlog,

I totally understand your thoughts about this. However if you are in the UK, you absolutely by law need to provide full documentation (even if you are not closed, you will be shut if you don't send it in within 72 hours....)

It's nothing personal - all casinos operating in the UK are nowadays obliged to do this.

Ping me on PM if you need

Yits

Hi,

I sent you a PM but I still fail to understand why you require a bank statement in order to do the refund

 

[dunover]

Wow surprised to see another self exclusion nightmare thread especially with a such a respected brand

Really need to see more transparency in the terms and conditions on MT Secure trade sites and would hate to see brands such as Guts and Rizk in the same boat as EveryMatrix/888.

In regards to the OP, if she is really 64 years old (Guts verified as she said) and hasn't broken any rules but suffering because of a BetSpin error, I think it would be a nice gesture to pay her full balance.

Unfortunately, it appears so. Guts and Betspin for example don't jointly SE you for the longest term, I.E. together. If you SE for 6 months at say Betspin, and 12 at Guts you can log in to your Betspin after 6 months but not Guts.

Do the same respectively at say Whitebet and Redbet, you'll be unable to log-in at Whitebet after 6 months as you've still got 6 months to go at Redbet.

BEWARE!! You can open an account and deposit at Rizk while you are SE'd from either or both of Betspin and Guts - they can refuse payment if you win. DO NOT GET CAUGHT OUT!

 

[Tirilej]

That wasn't so good. I hope they at least don't send out any promotions or tell you that the account is open again.

I hope I wont ever again hear about old members here that should know better, having self excluded for any other reason than that they feel they need to stop playing.
Never again!

 

[interlog]

That wasn't so good. I hope they at least don't send out any promotions or tell you that the account is open again.

I hope I wont ever again hear about old members here that should know better, having self excluded for any other reason than that they feel they need to stop playing.
Never again!

I agree and I have learned my lesson from it.

But having said that, the casino should share some responsibility as well by:

(1) making it clearer before the self exclusion is confirmed
(2) doing a diligent check when an account is opened because they quite clearly have access to all accounts within the casino group as I experienced myself last night when chatting to the Rizk operator who had visibility over my Guts account

 

[taximania123]

me too

I thought it was just me in this kind of situation , my account are all showing self excluded now but the chat operative was only asked for account closure ...maybe there needs to be some distinction between self exclusion and taking a break or closing account (but it has been explained to me that this is awkward).
I have been waiting a few days for a resolution but i'm sure it will be sorted soon....i had to play at thrills today haha and i wonder if i will get the chance to spin the captains wheel again .

 

[dunover]

I thought it was just me in this kind of situation , my account are all showing self excluded now but the chat operative was only asked for account closure ...maybe there needs to be some distinction between self exclusion and taking a break or closing account (but it has been explained to me that this is awkward).
I have been waiting a few days for a resolution but i'm sure it will be sorted soon....i had to play at thrills today haha and i wonder if i will get the chance to spin the captains wheel again .

it's very easy to implement - most sites now have a 'take a break' menu and a SE menu. But it comes down to the old chestnut of some licensees not exercising due diligence and cross-referencing signees. Like EM.

 

[ritae]

Thank you kindly for your reply yits. As you mentioned in point 1 of your reply I am not at fault here as I have shown evidence of a staff member providing incorrect information.

I have spoke to elsebeth on guts chat tonight and she sees no correspondence entered into my complainant still and no withdrawals have been requested. I apologise for being persistent but can I request my balance of 330 to be sent back to my card as quick as it is possible.

thank you, rita

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[taximania123]

Hi Rita,

Sadly we are bound by regulations and cannot re-open your account, even if we would like to in light of your explanation.

3 things:

1. You are not required to self-exclude in order to close your account - if you were informed as such, that's an error on our part if it's accurate and we apologize. An agent can block your account for you if you so wish. If anyone tells you otherwise, then get back to me.

2. We are taking your feedback seriously - the signposting prior to self-excluding should also be clearer regarding the sharing of a license. It's in process, may take a little while but it will get there.

3. I am checking what shall be done regarding the bonus funds. In whatever case, your deposit will be refunded no matter what. I should have a reply tomorrow.

BR

Yits

Is the issue sorted ?
An agent closed my account for me and its still showing as selof exclusion ...so that route i no good . Did you receive your refund ?

 

[shewoff]

Wow is it me or did I just get smacked with a ruskie babes spam when I tried to read the Op.s chat with CS? Just a start to me as i.am not used to spam in a chat? Peace Out! Out Of The Mist! shewoff​

 

[Steviedoo]

Wow. Late to the party but I think I closed my guts account along with several others that I never played at about a year ago when I really was new at this.....now I don't remember which ones but there were a few.

No one on those chats told me it was self exclusion. I don't need to self exclude just wasn't playing there anymore and some of them were so bad at customer service...I demanded they close my account.

Well now I'm worried I will be playing at their sister casinos one day cuz we all try new casinos and then this will happen....not happy.


Maybe these rules do not apply to cdns? Wishful thinking

 

[Guts - Yits]

Guys

Im in today, will look at this in about 2 hours after getting all the daily credits sorted and will sift through every complaint and organise them internally on a spreadsheet - there is a lot going on here and it will take me time to link every one internally, so that I give correct answers to each specific gripe - when doing it on the fly it is hard to not to give the right answer to the right person where applicable and I might sow extra confusion.

Yits

 

[nutnut]

Feel sorry for the casino, if people have issues they shouldn't be gambling AT ALL, period....no one ever takes responsability anymore for their actions. If you have ever self excluded then it is on you the player to check imo.

This taking a break and coming back is no different than a alcoholic taking a break then coming back thinking he can control his drink, it's not on the pub to check every customer whether he orig gave up drinking.

I don't play at GUTS, but they deserve no hassle for this.

 

[Tirilej]

Feel sorry for the casino, if people have issues they shouldn't be gambling AT ALL, period....no one ever takes responsability anymore for their actions. If you have ever self excluded then it is on you the player to check imo.

This taking a break and coming back is no different than a alcoholic taking a break then coming back thinking he can control his drink, it's not on the pub to check every customer whether he orig gave up drinking.

I don't play at GUTS, but they deserve no hassle for this.

And I believe there are things you haven't understood with this

How are gamblers to know that the word Self exclusion mean that they have a gambling problem? I had no clue when I started gambling many years ago, and the meaning of the word have been discussed a lot here over the years.

Besides that, the word don't even exist in Swedish. They are using several different words for it in different casinos, and that is just for my language.
Then we have the fact that there are different rules depending on where you live.

Maybe we shouldn't blame the casinos for all of the mess, but certainly not all players either.
We just have to work together to try and avoid misunderstandings in the future.

 

[taximania123]

Feel sorry for the casino, if people have issues they shouldn't be gambling AT ALL, period....no one ever takes responsability anymore for their actions. If you have ever self excluded then it is on you the player to check imo.

This taking a break and coming back is no different than a alcoholic taking a break then coming back thinking he can control his drink, it's not on the pub to check every customer whether he orig gave up drinking.

I don't play at GUTS, but they deserve no hassle for this.

yes that makes sense ...you have a heavy night drinking , pop in your local for a roast and tell the landlord you will have a diet coke . following week you pop in and order a pint ...get out of my pub he says ...you are an alcoholic and i will never serve you again ...he knows this because of your diet coke order ...makes perfect sense
We could apply these rules to all walks of life ...had a bit too much food last night ...must be obese etc etc

 

[mac72]

Feel sorry for the casino, if people have issues they shouldn't be gambling AT ALL, period....no one ever takes responsability anymore for their actions. If you have ever self excluded then it is on you the player to check imo.

This taking a break and coming back is no different than a alcoholic taking a break then coming back thinking he can control his drink, it's not on the pub to check every customer whether he orig gave up drinking.

I don't play at GUTS, but they deserve no hassle for this.

Sorry but the only issue the OP had was not related to any type of gambling problem. Its obviously time consuming for all casinos but thats the rules they agreed to operate under and i'm pretty sure if they put the effort in they can come up with a system that isn't so labour intensive to deal with it.
You also have to remember that when SE was first offered people were not well versed in the implications of it.Effectively if you wished to close a casino account with a particular operator permanently you were directed to SE.
And that is why the "take a break" option is so useful.It has nothing to do with Gambling issues, I for instance use it at some of the Casinos that don't pay over weekends if i've had a nice hit on a friday night / saturday morning.It works effectively as a flushing option for the withdrawal with no reversal option as once the TAB is over the funds have been paid.

 

[nutnut]

My point is, these people only pop up when either

1) They have won and know they been self excluded elsewhere but feel if they moan enough they might get paid
2) Or they lost and know they self excluded so feel they have a right to claim everything back

The system is open to abuse from the players end, when it's the player who in the past has excluded himself. If you have openly excluded yourself in the past you should not be gambling at all, the whole point of it is because you have no control, normal gamblers don't need to self exclude, they just don't log in.

Reason this annoys me is these people are same ones that will get gambling restricted for us all in the end.

Not meaning to sound harsh, but if you can't control something stay away from it for good.

 

[mac72]

My point is, these people only pop up when either

1) They have won and know they been self excluded elsewhere but feel if they moan enough they might get paid
2) Or they lost and know they self excluded so feel they have a right to claim everything back

The system is open to abuse from the players end, when it's the player who in the past has excluded himself. If you have openly excluded yourself in the past you should not be gambling at all, the whole point of it is because you have no control, normal gamblers don't need to self exclude, they just don't log in.

Reason this annoys me is these people are same ones that will get gambling restricted for us all in the end.

Not meaning to sound harsh, but if you can't control something stay away from it for good.

Yes there are people who abuse that system as there are casinos who no doubt abuse it as well.However in this particular instance it seems fairly clear from the chat transcript that the OP just wanted to close his account and was specific for the reasons why which weren't addiction related. Unfortunately he was directed down the SE route by the chat (and this would not be unique to Guts) and probably should of got an answer like: "Ok i will close your account now and should you wish to reopen at a later stage please come back to us and we will facilitate that"

 

[dunover]

My point is, these people only pop up when either

1) They have won and know they been self excluded elsewhere but feel if they moan enough they might get paid
2) Or they lost and know they self excluded so feel they have a right to claim everything back

The system is open to abuse from the players end, when it's the player who in the past has excluded himself. If you have openly excluded yourself in the past you should not be gambling at all, the whole point of it is because you have no control, normal gamblers don't need to self exclude, they just don't log in.

Reason this annoys me is these people are same ones that will get gambling restricted for us all in the end.

Not meaning to sound harsh, but if you can't control something stay away from it for good.

Not strictly true, a generalization at best.

I close accounts/lock them short-term if I am going away, am awaiting a w/d and have no intention of playing there until completed. I also have many accounts and play them in a cycle, i.e. will play at 5 or 6 this month, close the rest for 1 month and so-on.

I am 99.9% trusting of casino security BUT I have had my gambling e-mail which has only ever been given to casinos passed/sold on as is obvious by the spam it gets both casino and non-casino related, including 'dunover, takeitinallholes wants to be your friend!' and 'this stock is going to sky-rocket' plus all the other affiliate crap.

Therefore I don't completely trust security. I am 99.9% confident of no dodgy activity/hacks if I simply don't play but also don't TAB; I'm 100% confident if I do.....

P.S. If you were anywhere near right and ALL closures of accounts were (as you allege) due to not being in control, then why do the various LA's have a distinction between TAB and SE???

 

[interlog]

My point is, these people only pop up when either

1) They have won and know they been self excluded elsewhere but feel if they moan enough they might get paid
2) Or they lost and know they self excluded so feel they have a right to claim everything back

The system is open to abuse from the players end, when it's the player who in the past has excluded himself. If you have openly excluded yourself in the past you should not be gambling at all, the whole point of it is because you have no control, normal gamblers don't need to self exclude, they just don't log in.

Reason this annoys me is these people are same ones that will get gambling restricted for us all in the end.

Not meaning to sound harsh, but if you can't control something stay away from it for good.

You are generalising way too much. I contributed to this topic (and in all fairness both casinos effected are now refunding my deposits) but neither your points 1 or 2 apply. I self excluded from one casino for another reason not realising the effect it had on other casinos within that group. I know now, but like many hundreds/thousands of "inexperienced" gamblers I didn't know at the time.

Yes, some will abuse but don't tar everybody with the same brush.

 

[Guts - Yits]

Hello intelog,

Although you are completely correct about due diligence, I would like to publicly stress that our agents do not have cross-brand access to individual accounts. The operator might have contacted the Guts support team, or our account security temam to gain insight at best.

And internal investigation to myriad aspects of this thread is underway, I assure you and all the others involved.

BR

Y

I agree and I have learned my lesson from it.

But having said that, the casino should share some responsibility as well by:

(1) making it clearer before the self exclusion is confirmed
(2) doing a diligent check when an account is opened because they quite clearly have access to all accounts within the casino group as I experienced myself last night when chatting to the Rizk operator who had visibility over my Guts account

 

[Guts - Yits]

I agree with mac72s statement, this is something we shall be re-addressing amongst other issues.

Yes there are people who abuse that system as there are casinos who no doubt abuse it as well.However in this particular instance it seems fairly clear from the chat transcript that the OP just wanted to close his account and was specific for the reasons why which weren't addiction related. Unfortunately he was directed down the SE route by the chat (and this would not be unique to Guts) and probably should of got an answer like: "Ok i will close your account now and should you wish to reopen at a later stage please come back to us and we will facilitate that"

 

[Guts - Yits]

Hello Rita,

This is still under internal process - but I cannot promise openly that the entire sum be sent - the £100 deposit most certainly, but you were in the middle of wagering a reload, and those funds were still bound to wagering. This is not meant to offend you, but to make clear on thread that technically those funds were temporary winnings pending completion of wagering requirements - there was no assurance that these funds would remain at the same level - it would be just as possible to lose them as to multiply the winnings prior to completion of said requirements.

Whatever happens, your deposit and attached fee will be refunded - the otehr aspect described above is still pending.

I do most sincerely apologize for any inconvenience caused.

Yits

Thank you kindly for your reply yits. As you mentioned in point 1 of your reply I am not at fault here as I have shown evidence of a staff member providing incorrect information.

I have spoke to elsebeth on guts chat tonight and she sees no correspondence entered into my complainant still and no withdrawals have been requested. I apologise for being persistent but can I request my balance of 330 to be sent back to my card as quick as it is possible.

thank you, rita

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[Guts - Yits]

The reason for the distinction is the length of time I would assume. I agree it might be a bit confusing, we are discussing internally - but there is nothing wrong with the underlying structure of the demands of the license. They are in fact designed to protect the customer if he/she feels vulnerable as a result of playing with real money.

However, as repeatedly mentioned, we are looking into revamping the signposting internally. I mean this - there are no personal gripes not overarching evil plans here from my part - please do not assume that we are trying to scam anyone.

Not strictly true, a generalization at best.

I close accounts/lock them short-term if I am going away, am awaiting a w/d and have no intention of playing there until completed. I also have many accounts and play them in a cycle, i.e. will play at 5 or 6 this month, close the rest for 1 month and so-on.

I am 99.9% trusting of casino security BUT I have had my gambling e-mail which has only ever been given to casinos passed/sold on as is obvious by the spam it gets both casino and non-casino related, including 'dunover, takeitinallholes wants to be your friend!' and 'this stock is going to sky-rocket' plus all the other affiliate crap.

Therefore I don't completely trust security. I am 99.9% confident of no dodgy activity/hacks if I simply don't play but also don't TAB; I'm 100% confident if I do.....

P.S. If you were anywhere near right and ALL closures of accounts were (as you allege) due to not being in control, then why do the various LA's have a distinction between TAB and SE???

 

[dunover]

Yes. I apologize for my usage of the expression 'SE scam' in relation to Guts' License. In my irritation at my issues I neglected to remember all the qualities and especially integrity that led me and many of the CAG to elect Guts 'Casino Of The Year' 2015....

I do however believe 100% that when relating to EM that 'scam' is correct. It's at present a temporary recent issue due to opening a new property in relation to Guts.

But at EM it has been going on far too long, and also given the number of casinos sharing their license HAS to have had significant pecuniary benefits for them.

So I respectfully request other posters here don't make my mistake and compare this short-term issue to EM. The difference will no doubt become apparent over the following days...

 

[interlog]

Almost a week later, and I am still waiting a refund from Guts casino

Whether this is acceptable I will let you judge over.