Guts - ID again?

PNEFOREVER2

Dormant account
Joined
Jun 3, 2011
Location
Preston,lancs
So having had a few months away from gambling recently, I make a deposit at Guts a few weeks ago, been a player there for nearly 3 years, fully verified despite my lack of Photo ID, you can see where this thread is going....

I make a withdrawal for £170 on the Friday, then I'm asked for ID, obviously I only have the norm, Birth Cert etc, that's fine they tell me just upload them via the website, so I go to upload them but every section is green, stating I'm already verified.

So I email Guts and msg the rep on here, get no reply whatsoever so play the £170 down to £70 or thereabouts, then leave it in - just in case, sure enough they send the £70 to my skrill on the Monday, but no reply still to my email or my msg to their rep on here (even to this day as far as I can tell) so I naturally assume the ID thing is sorted, they just haven't bothered telling me.

So I deposit last night and make a WD and when it fails to hit my skrill this morning I get onto live chat, guess what they ask for?

You guessed it, ID docs.

What on earth is going on here lately?
 

mimi26

Meister Member
Joined
May 17, 2012
Location
uk
closed my account for this reason, asking for ID constantly although fully verified, they really have gone an awful site, I would also like to know what on earth happened to them
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
They also never fully verified me when I tried a few months back. I did re upload them after taking new pics. They just kept saying they was blurry and out of focus which they was not. They are I think headed for the rogue pit. It also taken many days for them to even half verify me and they also never even emailed me either. I only knew cos i kept checking by logging in everyday.

I would just say, play elsewhere people. Plenty of casinos that are 100% better than this dodgy outfit.
 

Steviedoo

Meister Member
MM
Joined
Oct 30, 2015
Location
South
This is happening to me right now at guts too. My $400 withdrawal has been pending and reversible since late sat nite. They've asked me twice for my documents. Went on CS and they said we've asked you for documents it's been 3 days and 7 hours now. and yes I've sent them in it's been now 3 days and 6 hours and 58 minutes. So rude and obnoxious. Then I say Kurt I was emailing with has all the documents. Apparently he forgot to forward them to finance. The agent says he will forward them. This was yesterday.


And just checked my emails. Another email requesting my documents.


I have made a few other withdrawals at guts that they've sent within hours. I thought I was verified but who knows.



Don't know why they have a high rating with such bad withdrawal times and my withdrawal is reversible.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
I think CM need to try and get hold of a rep and see what the hell is going on with this establishment. And if they choose not to respond then we all know what happens then!!
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
Joined
Jul 25, 2007
Location
Amsterdam
I have started playing at Guts again since a few months and have been fully verified for years - no issues with withdrawals but these never exceeded the $500 mark during this period - I don't know what would happen if I'd try to withdraw substantial amounts. The above comments are worrying to say the least. Perhaps the rep can join in and explain?
 

Steviedoo

Meister Member
MM
Joined
Oct 30, 2015
Location
South
I have started playing at Guts again since a few months and have been fully verified for years - no issues with withdrawals but these never exceeded the $500 mark during this period - I don't know what would happen if I'd try to withdraw substantial amounts. The above comments are worrying to say the least. Perhaps the rep can join in and explain?

I thought the same thing when they asked for documents. I haven't played here in months. And when I did win these last two weeks all withdrawals were 300$.
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
As if verification wasn't annoying enough already. I hate doing it once nevermind several times at the same site :mad:

I think casinos know what a chore it is and how we hate waiting, not to mention being impulsive. Combine all those and voilà there go the funds.

A pretty desperate, low tactic used more and more.....and coming from Guts it doesn't surprise me terribly. They really are like a different outfit now :(
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
It sounds like Guts actually should be asked to verify themselves in here again :D
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
As if verification wasn't annoying enough already. I hate doing it once nevermind several times at the same site :mad:

I think casinos know what a chore it is and how we hate waiting, not to mention being impulsive. Combine all those and voilà there go the funds.

A pretty desperate, low tactic used more and more.....and coming from Guts it doesn't surprise me terribly. They really are like a different outfit now :(

Serious changes their end, management included, maybe even owners?

Got asked for Skrill KYC after 4-5 years of weekly deposits there myself :confused:

Never thought I'd type this but actually prefer Caddell sites these days, if I could break my love for Novo slots, I'd abandon Guts altogether, sad times :(
 

rosie@guts

Dormant account
Joined
May 8, 2017
Location
Malta
Hi guys, I am chatting with our security team as we speak to find out the answers to your questions. I assure you we will get back to you in the next couple of hours with some further details.
Kind regards,
Rosie.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Hi guys, I am chatting with our security team as we speak to find out the answers to your questions. I assure you we will get back to you in the next couple of hours with some further details.
Kind regards,
Rosie.

It always seems when you post Rosie, that you really want to find out things and answer questions. The problem is that you either don't find any answer or that you forget about it.
You've done it over and over again and then promise it will be better. We need to be able to trust you, so even if it's not the whole world if you came back with an answer within a couple of hours or even tonight, you have to stop making promises you can't keep.

Next time tell us a week and then the problem might have had time to solve itself anyway.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Its either they are really bored or its a new stalling tactic. If a site does this to me, I leave and never deposit again and let them know why. You accept my money, accept my documents made payments to me before. What exactly needs to be updated, You know im legit so why?

Do you want to see if I gained a few more pounds, got some new wrinkles, some grey hair? Or do you hope I become impatient and play it back.

I choose the 2nd.
 

PNEFOREVER2

Dormant account
Joined
Jun 3, 2011
Location
Preston,lancs
Just for the record my WD was paid out and the issue sorted, I think.

Remains to be seen if I'll be asked the next WD I make, was told my documents had been lost, which begs a question or 2, A) if my documents were lost are my details safe at Guts? and B) a few weeks ago when I was asked for my ID, when I had £170 pending I was told everyone was being asked for ID again because they had changed payment processor.

So which is it? My documents have been lost or they changed payment processor?

Slightly concerning imo.
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
I concur with both trilj and lockin.

I think they fully are aware what they are doing. And I suspect that when Rosie does reply with an update she will in no doubt say. Oh I do really apologise for the very late reply and she will give some excuse as to why.

Before saying that this wont happen again and there will no longer be members who get re asked to do ID and or get told their ID was blurry time and time again and also the length of time it takes. I mean I read some cases where ID taken a week at guts to be verified. And that was after the fact they had to resubmit them because of the same reasons they gave me, too blurry etc etc.

I never even done a withdraw either. Yes I deposited a few times there. But that was stupid of me.

But I think we all know where guts is headed, there has been a lot of threads about guts the last few months with various problems. And reps who don't appear to be that great at speedy rectifications and solutions.

So alas we know that when Rosie does return with he belated reply we all know this problem will again arise in the coming weeks and months. I highly guarantee it.

So don't say I didn't warn you lol
 

Cyclops

Owner of Americasino.co
Joined
May 25, 2017
Location
Bexhill-On-Sea
I got a gut feeling

Well safe to say I won't be depositing with guts it sounds like there in need of a change up with how they do things.
 

PNEFOREVER2

Dormant account
Joined
Jun 3, 2011
Location
Preston,lancs
They also never fully verified me when I tried a few months back. I did re upload them after taking new pics. They just kept saying they was blurry and out of focus which they was not. They are I think headed for the rogue pit. It also taken many days for them to even half verify me and they also never even emailed me either. I only knew cos i kept checking by logging in everyday.

I would just say, play elsewhere people. Plenty of casinos that are 100% better than this dodgy outfit.

To be fair I wouldn't say they're dodgy, not sure if there's new management or whatever (been away from the forum for a while), just think they need to buck up their ideas a little.

Remember talking to one of their CS staff before my break from gambling and she was proper stroppy with me, majority of their staff are fairly decent but maybe there's a little bit of inexperience in how to run things, just speculation of course.

Whatever happened to Yits? Wasn't he their rep?
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
To be fair I wouldn't say they're dodgy, not sure if there's new management or whatever (been away from the forum for a while), just think they need to buck up their ideas a little.

Remember talking to one of their CS staff before my break from gambling and she was proper stroppy with me, majority of their staff are fairly decent but maybe there's a little bit of inexperience in how to run things, just speculation of course.

Whatever happened to Yits? Wasn't he their rep?

yeah but there is a lot of casinos that have pretty poor support staff. the worst ones are the ones that have a live chat and they tell you to email. Because they have no power to do anything. And the ones that do standard replies and repeat the same standard replies over and over. Oh and the ones that never answer your questions and feels like they are bots.

I also tend to stay well clear of those casinos too.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
To be fair I wouldn't say they're dodgy, not sure if there's new management or whatever (been away from the forum for a while), just think they need to buck up their ideas a little.

Remember talking to one of their CS staff before my break from gambling and she was proper stroppy with me, majority of their staff are fairly decent but maybe there's a little bit of inexperience in how to run things, just speculation of course.

Whatever happened to Yits? Wasn't he their rep?

A "minor" change in management and staff, as to how they tried to explain it, turned out to be a major one. And with that the whole pro-player approach went out of the window, well, at least for the not so "profitable" players.

I don't play there any more, ever since they focus their promos on some countries only and Yits started making his condescending posts but from the threads and posts I read on CM, I would say it all started going downhill when they launched the "Guts Squad". That looks to me like a business decision to focus on medium to high rollers who have a high turnover in the casino, ergo higher losses --> more profit.

Yits left Guts some time ago, there is a post somewhere with what he's doing now but I can't remember where.
 

PNEFOREVER2

Dormant account
Joined
Jun 3, 2011
Location
Preston,lancs
Sad to see a once great casino turn out like this, we've seen it before though, 32red before they stopped doing weekend withdrawals (sorry to the 32Red faithful).

Sometimes it seems like these casinos just turn up on here, grab a few awards then go to shit then claim they were the greatest casino ever then in the small T&C's state (back in 2014 on casinomeister), sure I recall a 32red advert 1 or 2 years ago that did something similar, poor form.

Always said once 32red and Guts were doing well, "something's going to change as once you're at the top, there's only one way to go", and I was right in both cases, sadly.

What's wrong with maintaining a certain CS level, being a great casino and not getting greedy and becoming obsessed with profit?
 

Steviedoo

Meister Member
MM
Joined
Oct 30, 2015
Location
South
ok well...i went on the cm review and rating...9.2....didn't realize yits is no longer there...i signed up a while back...but checked when i started playing these last few weeks...review is still good...maybe it needs updating

and well...my withdrawal is still reversible since sunday....and just got another email saying my documents were not good enough...so i have to resend for the third time.....
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi guys, I am chatting with our security team as we speak to find out the answers to your questions. I assure you we will get back to you in the next couple of hours with some further details.
Kind regards,
Rosie.

PNEFOREVER2 states he was told his documents have been lost. Would you care to comment on that? I would certainly hope my documents are safe and secure with you.

Presumably you have informed the data protection office of your breach of the DPA?
 

rosie@guts

Dormant account
Joined
May 8, 2017
Location
Malta
Hi guys,

Sorry for not getting back to you last night, a quick response is obviously very important but it was essential that we investigate this properly before communicating. Truth be told it was a strange one we couldn't see the explanation for this straight away.

What has happened here is that we used to store documents in one system, and a while ago we migrated to storing the documents in another. The payments agent was relatively new to the business and unfortunately didn't know about the legacy system, so looked in the current system, saw no docs and requested CS to make the request so the WD could be processed. Because this was requested via a different channel to normal, CS assumed it was OK to go ahead and make the request directly - that was our mistake.

At this stage it is important to clarify that at no stage were any documents ‘lost’, this was purely an internal training issue which we will address immediately. Naturally training will take place across our payments and support team to ensure this issue does not occur again.

It's been sorted now and the WD processed - we're also making sure that all staff know there are some old accounts stored in the original system - so this doesn't happen again. Obviously we want to make the payments process as smooth as possible, and we are obviously very disappointed that this has negatively impacted our customer experience. We're working on getting these things right and giving you the level of service that you deserve.

Rosie
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Hi guys,

Sorry for not getting back to you last night, a quick response is obviously very important but it was essential that we investigate this properly before communicating. Truth be told it was a strange one we couldn't see the explanation for this straight away.

What has happened here is that we used to store documents in one system, and a while ago we migrated to storing the documents in another. The payments agent was relatively new to the business and unfortunately didn't know about the legacy system, so looked in the current system, saw no docs and requested CS to make the request so the WD could be processed. Because this was requested via a different channel to normal, CS assumed it was OK to go ahead and make the request directly - that was our mistake.

At this stage it is important to clarify that at no stage were any documents ‘lost’, this was purely an internal training issue which we will address immediately. Naturally training will take place across our payments and support team to ensure this issue does not occur again.

It's been sorted now and the WD processed - we're also making sure that all staff know there are some old accounts stored in the original system - so this doesn't happen again. Obviously we want to make the payments process as smooth as possible, and we are obviously very disappointed that this has negatively impacted our customer experience. We're working on getting these things right and giving you the level of service that you deserve.

Rosie

That seems convenient but anyways, you say you want payments as smooth as possible, why are you rejecting peoples documents 2-3 different times and asking for more. Most people that send you these documents every other casino online accepts. Right now I have 2 friends who cannot get verified because you just keep rejecting them. They sent me copies of their documents asking me if i see anything wrong and what to do. My response "they are perfect and if it continues, sign up on casinomeister and post your complaint. contact the rep and if you are not still happy, PAB"

Im also seeing some members here claiming the same.

Things have obviously changed with this group and the 9.2 rating needs to be changed. When I sign up or send people here, they look at the list. First thing they see is 9.2 rating. And then they get a 5 service and pissed off with me for sending them to that list.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Seems a good reason Rosie. But does not explain why this has been happening for months now.

It was several months ago after the migration i had to reverify an already verified account. Was told it was because id reached a certain level of withdrawals by one member. Explained that was reason i originally verified.

Then was told by another member of staff a couple of days later it was because they needed to reverify after the move as not all documents were available.

Also after the change over you had to redeposit by neteller to make a withdrawal as the payment methods need to be used again to reverify them as they were no longer on the system.

Also it took a week to reverify waiting a day at a time to get replies saying documents were no use etc. Whereas before live chat used to help and get you verified whilst on chat.
 
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