Let me share my point of view about Guts casino. I'm a member ther from over a week now and since this week was extremely intensive in terms of deposits, withdrawals, gameplay and some issues on top of that, I think I have a pretty decent picture of what quality of service Guts casino can actually offer to its customers.
FWIW, my humble opinion is that Guts is definitely the most pleasant surprise in the field of online gambling from the start of the year! And now, I will try to explain the reasons for this statement, so, here we go:
Pros:
1. Guts owes probably one of the best casino managers in the world at the moment. Ben is simply one of a kind with his dedication, trustworthy and prompt and fair attitude to all matters there, starting from payments and ending with browser issues! I was extremely surprised (in a positive way of course) to see him dealing with customers as a first line support rep, and that's highly unusual for a manager. IMO it means this guy really
cares for his casino and job after all! Not to mention that my questions and issues were solved in no time.
2. The support (apart from Ben) is good, actually very good! Clear answers, no run around at any point, fair and decent actions. With one small remark - maybe they should increase the speed just a little bit. Sometimes the chat windows says "Operator is writing..." and nothing appears even after a minute or so. I know it might be due to the software used, which in their case is 'LiveChatInc.com' but still quite wierd from time to time.
3. They are paying fast, perhaps not the fastest out there (I still can't find a casino, which wil beat my less-than-a-minute Skrill withdrawal from the good old Virgin...
) but fast enough. My first ever withdrawal was in my Skrill after four and a half hours and that's more than enough for me. I made a few other cashouts and all of them processed within couple to several hours, even the one to my credit card.
4. Having MGS and NetEnt (and BetSoft of course) games in one place is cool enough, but adding my beloved IGT slots there... it's simply awesome! So, quite a decent games collection.
5. Fantastic website! In terms of graphics, games, support, FAQ, very easy to navigate through. However, there are some tiny glitches after all, but nothing serious. Some sentences are just ending in the middle, some questions in the FAQ do not sound adequate like this one for example "What is the lowest amount I can".
Cons
1. Technical issues! I have been disconnected over 30 times during this week of playing at Guts casino and that's totally unacceptable if you ask me.
I suspect most of the troubles come from the NetEnt servers, but still... You definitely
must do something in order to supply your customers with reliable connection! Well, to be completely honest, there was something positive even in this server issues, cause I got over 100 euros within the whole week from the casino in order to compensate my troubles and hey, I can live with that!
2. Maybe you would be surprised from the next, but... I think the best way to deal and cope with casino fraudsters and cheaters is to owe and maintain a very high security level. Or in other words, to validate your customers before even they make their first deposit (just as Sky Vegas do for example). IMHO, this might slow the process a little bit, but security must come in first place. Always! I know the Maltese laws allow you to skip the verification check until the cumulative amount of 2300 euros (pardon if i am wrong with this number) is reached, but this is the way I prefer to see my casino is dealing with security.
3. Yeah, I know you are only a few weeks old, but it is about time to consider some reload bonuses, chaps! Such persons like me, who used all the three parts of the SUB in the very first day
, must see something shiny in order to bite the hook over and over again, don't you think!
Summary: Very decent casino if I have to be short in words! Give these guys a couple of months yet and who knows, maybe we will have another "Second to none" player on the market!
Wish them luck with all my heart, because we all need more fair, reliable and honest online operators, especially in the light of all recent events.
Bryan, congratulations for the decision to let such an young casino to fight for its accreditation.
I also think what matters is quality after all.
