GUTS Casino Misleading and Not Honoring Offers

[dogshead1]

Right,

I'm sick and tired of casinos doing this and I'm sure so is everyone else. Guts was my go to casino a few years back depositing thousands each year. Today I've closed my account and here's why: Received this flyer through the post: Advertising a Christmas campaign where a deposit of £50 will earn you 1 ticket to the Viva Guts Vegas raffle.
On the back it clearly states how to earn your ticket:
*You will get one raffle ticket for depositing £50+ on any Guts product (casino, poker or sport)
*Only real money bets will qualify for this offer and earn raffle tickets. Bonus money will not qualify
*Only one raffle ticket per player.

Then goes on to state Prize draw information
The Viva Guts Vegas Main Prize Package Breakdown
The breakdown of the £10,000 prize pool.

Nowhere does it say that for the free scratch card your given in the flyer you need to deposit £50 to claim you prize from the scratchcard if you win a prize.

I won 10 wager free Mega Spins on Vikings slot worth £1 a spin.

Message reads;

Congrats! You have 10 wager-free Mega spins (£1 per spin) for Vikings. Claim by 23:59 (UK time) on 31/12/18. Use in 7 days. Head to your rewards section at Guts.com to claim. Standard terms and conditions apply.

So off I trotted to find no spins in my reward section so I seeked help from customer service. Who the had the nerve to argue with me and say that the flyer states you must deposit £50 to claim your free spins. So here I attached the photos of the flyer. Please look over and tell me I'm not losing my marbles here.

Be aware all that this is a clear scam to entice you to deposit a minimum of £50

 

[Tirilej]

You're correct and they should have given you those spins! Sad that you have closed your account since you would have won if you had made a PAB.

I don't know what have happened to them this christmas. I only get offers if I deposit between $150 and $200 or I get nothing.
I'm a low roller

 

[robby811]

You're correct and they should have given you those spins! Sad that you have closed your account since you would have won if you had made a PAB.

I don't know what have happened to them this christmas. I only get offers if I deposit between $150 and $200 or I get nothing.
I'm a low roller

I m with you same for me lowroller with disapointing offers -.-

 

[anddi32]

I don't know what have happened to them this christmas. I only get offers if I deposit between $150 and $200 or I get nothing.
I'm a low roller

Yes sad christmas in Guts this year

 

[dogshead1]

You're correct and they should have given you those spins! Sad that you have closed your account since you would have won if you had made a PAB.

I don't know what have happened to them this christmas. I only get offers if I deposit between $150 and $200 or I get nothing.
I'm a low roller

Do I need the account open to go ahead with a PAB and what's is there to benefit for it?

 

[dionysus]

Maybe since they arent in contention for Best Casino, they want to grab a nod with a Fall From Grace Award.
As metioned in diabolical promotions, they sent out emails with headers for free spins, but it wasn't free in any regard

 

[dogshead1]

You know what irritates me more is there marketing and customer relations will highly likely read this thread especially after I pre warned them I would warn others of this and they still wont look to rectify or compensate for free incentive they have taken right from under my nose. Just go ah well he moaned closed his account, there are many others who will question the offer and believe when told they have to deposit £50 to receive a pre granted free bonus and go ahead and deposit.

 

[trancemonkey]

So you have to deposit to get a ticket
And then deposit again to receive it?
UKGC anyone.. .

 

[Tirilej]

So you have to deposit to get a ticket
And then deposit again to receive it?
UKGC anyone.. .

No not twice but it didn't say anywhere that the scratchcard was part of the other offer. It was a pre Christmas gift.

 

[Lauren Boyle]

terrible!

 

[Tirilej]

Do I need the account open to go ahead with a PAB and what's is there to benefit for it?

My thought was just that they should at least admit their mistake and what you wanted was your spins and nothing else I assume.
There must be many that got that sent home and felt mislead.
Maybe you wouldn't have won anything, and you haven't lost anything , at least not more than your temper
An apology is always nice to get anyway.

 

[dogshead1]

My thought was just that they should at least admit their mistake and what you wanted was your spins and nothing else I assume.
There must be many that got that sent home and felt mislead.
Maybe you wouldn't have won anything, and you haven't lost anything , at least not more than your temper
An apology is always nice to get anyway.

Exactly what I wanted! After all freebies are a rarity and even just as small value as this actually was its these little steps that are made from casino's that can go along way to customer satisfaction, loyalty and a heartfelt thank you for choosing us. The way the whole matter panned out as was dealt with just left anger a bitter feeling and distrust, hence why I asked them to close my account there and then.

 

[Jono777]

Sad times!

Guts went from my No.1 casino to my "wouldn't touch with a barge pole" casino which takes some doing as I'm generally quite easily pleased and swayed.

Anyone remember their Grinch Advent promo from a few years back, now THAT'S how to reward and retain loyal players.

 

[dionysus]

Sad times!

Guts went from my No.1 casino to my "wouldn't touch with a barge pole" casino which takes some doing as I'm generally quite easily pleased and swayed.

Anyone remember their Grinch Advent promo from a few years back, now THAT'S how to reward and retain loyal players.

I think it's safe to say, pretty much everything that made GUTS great, was Ben

 

[paul7388]

I think it's safe to say, pretty much everything that made GUTS great, was Ben

Could not agree more. Under Ben it was top notch.

Since then it is a shambles. Would not waste my time depositing again since still never got answers to why account keeps needing reverified.

Always feel that if i deposit and win i will get asked for documents yet again. Then wait a week to get account verified once more. No thanks.

 

[Jono777]

I think it's safe to say, pretty much everything that made GUTS great, was Ben

Agreed. I know this forum in general didn't think much of him but I was pretty fond of Yit's also, he didn't ever let me down when issues arose etc

Ben was one of the elite which only a select few ever make it in to such as Mark, Captain, "Dan" etc

 

[dionysus]

I mean, overall, they are still where I mosly play - they treat me well enough (seem to forget bdays and xmases) and I know my money will always arrive....but a dip in standards? sadly, ya

 

[Tirilej]

Agreed. I know this forum in general didn't think much of him but I was pretty fond of Yit's also, he didn't ever let me down when issues arose etc

Ben was one of the elite which only a select few ever make it in to such as Mark, Captain, "Dan" etc

Yes Yits was fine. Not totally grown up, but still a nice guy

 

[colinsunderland]

Complain to the ASA

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Takes 5 minutes, only way casinos will stop pulling shit like this

@Guts any comment?

 

[robby811]

Agreed. I know this forum in general didn't think much of him but I was pretty fond of Yit's also, he didn't ever let me down when issues arose etc

Ben was one of the elite which only a select few ever make it in to such as Mark, Captain, "Dan" etc

RIP Ben

 

[dionysus]

RIP Ben

lol, well, not dead last I checked

 

[goatwack]

I've used the ASA myself before and actually they're pretty good. Easy to do, and they really do look into issues without giving stock answers.

Was pretty impressed with their personalized response!

Too many casinos taking liberties, and reliant on past glories. As far as I'm concerned this doesn't give them leeway to take the p**s

 

[dogshead1]

Complain to the ASA

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Takes 5 minutes, only way casinos will stop pulling shit like this

@Guts any comment?

Done!!! Thanks mate

 

[colinsunderland]

I've used the ASA myself before and actually they're pretty good. Easy to do, and they really do look into issues without giving stock answers.

Was pretty impressed with their personalized response!

Too many casinos taking liberties, and reliant on past glories. As far as I'm concerned this doesn't give them leeway to take the p**s

Yeah they are good, just have to ensure you explain the complaint properly. I've had a few complaints upheld, just made one against jumpman gaming last night. Spamming twats.

 

[bowki]

Do I read it correct that every player can only get one ticket for the draw?

I read the german version a couple of days ago and that sounded like you get one ticket for every deposit of 50 or more.

If its only 1 ticket per person at least finally a raffle with a fair chance for everyone. Most of these raffles are useless as someone always has a million tickets.

 

[robby811]

Yeah they are good, just have to ensure you explain the complaint properly. I've had a few complaints upheld, just made one against jumpman gaming last night. Spamming twats.

 

[dionysus]

Do I read it correct that every player can only get one ticket for the draw?

I read the german version a couple of days ago and that sounded like you get one ticket for every deposit of 50 or more.

If its only 1 ticket per person at least finally a raffle with a fair chance for everyone. Most of these raffles are useless as someone always has a million tickets.

ive been playing 5 years there now, and many a times ive been lucky to sit and play a day or 2 on a dep racking up loads of tickets
yet to see a cm member post about a raffle win

 

[SpinUk]

RIP Ben

Bens the CEO of the entire GiG platform now I think, which runs Guts etc. He’s done pretty well for himself but it was always going to happen, obvious if you ever had any dealing with him

 

[TheAddict]

I won a raffle win type thing few months ago, think i mentioned it. Received a notification on the same day when they randomly gave players some spins to on that gemix clone game to celebrate the new site layout i think (you done wel from those iirc, diony, winning a couple of hundred ) . i had 150 spins in segments ranging from 10-30p play .. Didn't actualy deposit either. All because of 10 free soins a few days previous, where i won a few quid that gave a few hours on doa on 9p, couldn't of wagered more than 100. every xx wagered earning a ticket i guess, didnt even know i had participated. but won about £60 worth of free spins and ended up with £125, hitting 1200x in one bonus (of course, while usin the 10p spins and niot the higher value ones lol) though they've had most of it back since

 

[Tirilej]

Bens the CEO of the entire GiG platform now I think, which runs Guts etc. He’s done pretty well for himself but it was always going to happen, obvious if you ever had any dealing with him

No, it's still Robin Reed, but Ben is up there with him and a few others.

 

[dionysus]

No, it's still Robin Reed, but Ben is up there with him and a few others.

ya, unless he's been promoted, I think he just has a seat at the table

 

[Tirilej]

ya, unless he's been promoted, I think he just has a seat at the table

I was in checking and he is CCO. They are really getting big so I guess they have done a good job. I can't stop thinking it was much better when they were small, and the same goes for most companies.
We suddenly don't matter anymore...

 

[Guts]

Hello everyone,

In regards to the letter that was sent out, If you've received the letter, would you kindly contact us here on CasinoMesiter in a private message and we'll credit you accordingly as there's no deposit required to receive these spins if you've not received these spins as you should receive them as you log in to the website directly.

Unfortunately, the agent who you were in contact with must have been misinformed I'm afraid, I do apologize for that.

Regarding the email that was sent out, is that it was part of our campaign for Battle Royale to deposit and Get Free Spins.

I'm sorry for the email that was sent out, I've informed the casino team about it and your thoughts and they're looking into what happened with the email as it should not been sent out like that.

Unfortunately, it's already been sent out and right now I'm sorry, there's currently nothing I can do about this and we do apologize for it being misleading as we should have used different wording for it.

Kind regards,

Your Guts Tasinomeister Team

 

[Tirilej]

Hello everyone,

In regards to the letter that was sent out, If you've received the letter, would you kindly contact us here on CasinoMesiter in a private message and we'll credit you accordingly as there's no deposit required to receive these spins if you've not received these spins as you should receive them as you log in to the website directly.

Unfortunately, the agent who you were in contact with must have been misinformed I'm afraid, I do apologize for that.

Regarding the email that was sent out, is that it was part of our campaign for Battle Royale to deposit and Get Free Spins.

I'm sorry for the email that was sent out, I've informed the casino team about it and your thoughts and they're looking into what happened with the email as it should not been sent out like that.

Unfortunately, it's already been sent out and right now I'm sorry, there's currently nothing I can do about this and we do apologize for it being misleading as we should have used different wording for it.

Kind regards,

Your Guts Tasinomeister Team

Thanks for that reply and for admitting your mistakes

Now I just wonder how it comes that you have been asking low rollers from different countries to deposit €150-€200 to be able to both get a bonus or free spins?
Will you keep that up because I find it really irresponsible?

For me it's fine since i rarely use a bonus but others might think it's a good deal and use money they can't afford to spend.

 

[Guts]

Absolutely, I'll keep you apprised of the information as I'm receiving the information.

Due to the fact it was incorrectly sent out, I've asked the casino team to look into this and get back to me with information and hopefully, they'll get back to me as soon as possible.

I can not comment as I'm not part of the marketing team so therefore I can not comment as to why it was sent out like that, however, We're looking into it and seeing what happened as we have lower offers for low players which is not those amounts.

Kind regards,

Your Guts Tasinomeister Team

 

[spiker1977]

for Guts Rep

 

[dave1888]

Guts gave me £10 no deposit cash when I lost badly on a few deposits the other day. Don't bash them too much. And that was wager free actual cash to play with.

 

[Slottery]

I was in checking and he is CCO. They are really getting big so I guess they have done a good job. I can't stop thinking it was much better when they were small, and the same goes for most companies.
We suddenly don't matter anymore...

Bigger is not always better, hope they get up from here....

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[dionysus]

pm sent

 

[robby811]

pm sent

Thx recieved

 

[Guts]

Hello Everyone again!

I have some good news.

I do apologize for the long wait and inconvenience about this being misleading and you've been credited for our campaign offers, I've now received information that everyone who did receive the Direct Mail offer.

Should now be credited so you should see them in your rewards section on your Guts account when you log in, so get in there and claim it and enjoy your Friday!

Kind regards,

Your Guts Tasinomeister Team

 

[dogshead1]

Hello Everyone again!

I have some good news.

I do apologize for the long wait and inconvenience about this being misleading and you've been credited for our campaign offers, I've now received information that everyone who did receive the Direct Mail offer.

Should now be credited so you should see them in your rewards section on your Guts account when you log in, so get in there and claim it and enjoy your Friday!

Kind regards,

Your Guts Tasinomeister Team

Hi that's all good, however I should not have been pushed to post this issue in this forum in the first place and no GUTS rep has made any effort to contact myself and apologise nor entice me to reopen my account.

Shame as I do like the look of the new layout and am also a frequent online poker player.

 

[The Viking]

no GUTS rep has made any effort to contact myself and apologise nor entice me to reopen my account.

dont bother Guts is the only casino in 15 years i actually gave charge back a 2nd thought,
after being my place to go to the first 2 years after they opend and deposit around 35k euros and only 10k withdrawal they closed my account
without valid explanation pissed me right off as i felt i was being used to launch the casino.
loved Ben though was gr8 rep often got a comp when doing badly.

 

[Tirilej]

Hi that's all good, however I should not have been pushed to post this issue in this forum in the first place and no GUTS rep has made any effort to contact myself and apologise nor entice me to reopen my account.

Shame as I do like the look of the new layout and am also a frequent online poker player.

Yes you were just the messenger who made sure everyone else got what you asked for from the beginning, and you got nothing

I misunderstood what the rep said too. I thought they had given out the spins they sent out in the emails and thought that was great.
When reading again I see they actually wrote direct mail and I guess that is when they send something home. I will never learn English correct

 

[colinsunderland]

Makes me laugh that a group as large as these, print leaflets, post them out through snail mail, and still screw up the promotion. Total incompetence.

 

[Slottery]

Makes me laugh that a group as large as these, print leaflets, post them out through snail mail, and still screw up the promotion. Total incompetence.

Really have to agree with you in this one Colin. Especially if you send snail mail which have much bigger cost attached than email or any instant message, would assume that these snail one ones would be at least triple checked before sending them out. GIG state all the time to be high state of art technology company but unfortunately it don't show everywhere, hope things get better.

 

[colinsunderland]

Really have to agree with you in this one Colin. Especially if you send snail mail which have much bigger cost attached than email or any instant message, would assume that these snail one ones would be at least triple checked before sending them out. GIG state all the time to be high state of art technology company but unfortunately it don't show everywhere, hope things get better.

Exactly.
An email might be done and sent by one person, an odd typo, working from a template and forgetting to change something, all simple, human error. Not good, but I'm sure we have all made a mistake in an email previously.
In this promotion, someone has made the offer, probably another team designed the leaflets, then it will have been sent to be checked, then off to printers, who will have made one, sent it back for checking and approval, then most likely double checked before the printers post to customers. How many people involved in that process? So either they all missed the mistake, or the promotion wasn't set up properly in the casino backend and they failed to let support staff know, either way, considering the size of GUTS you would think the error would be picked up at some point, without customers having to complain on a forum.

 

[Slottery]

Exactly.
An email might be done and sent by one person, an odd typo, working from a template and forgetting to change something, all simple, human error. Not good, but I'm sure we have all made a mistake in an email previously.
In this promotion, someone has made the offer, probably another team designed the leaflets, then it will have been sent to be checked, then off to printers, who will have made one, sent it back for checking and approval, then most likely double checked before the printers post to customers. How many people involved in that process? So either they all missed the mistake, or the promotion wasn't set up properly in the casino backend and they failed to let support staff know, either way, considering the size of GUTS you would think the error would be picked up at some point, without customers having to complain on a forum.

That's it, we all make mistakes but company size of GIG should be able to make sure that your content is right in all possible languages before you send snail mail or even email. Maybe they could hire freelance people from here to read their mails before to send them out. NDA of course need to be sign but for many casinos it might be beneficial to give some spins or money for player who is reading these send outs, many of use would do it with very cheap price of spins instead receive something what is not correct.

These days when people read and spread word in internet, i think that investing bit more to even make sure your offer is correct would be good advantage and ROI. We all do mistakes but these offers and content should really be correct, especially what snail mail costs are (and same content in email is not mission impossible to check to be correct).