Guts - ID again?

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
Nothing to do with accreditation but worth mentioning here as it's the most active Guts thread.

Why can we play problem free here, there and everywhere apart from Guts, see their lag and disconnections are back with a vengeance. :mad:

I WAS one of their loyal customers, this LAG, lack of response from Rep, pathetic promotions (do these draws even happen :p) etc etc has seen me drop right off and not quite but almost lose me as a customer altogether.

If like-minded low rollers are doing similar, surely for a once "top of the tree" casino, this has to be face-plant of the year and the worst business move for a very long time :(

but this happens time and time again, a casino reaches its high peak, then goes downhill fast. I have saw it with many casinos over the years. Some just cant stay great. There is some exceptions of course. But it can happen to any casino. Dare i say it even videoslots lol
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
It's the wife's turn to be jerked around now.

Join date: - Dunno but a long time ago, back when Casino Ben was at the Helm!

KYC sorted: - When she joined.

Deposit frequency (IE: Loyalty) at LEAST once per week from join date to present day!!!

Withdrawals: - Yep here and there throughout her casino membership

Current status, nearly 48 hours since requesting a poxy £100 withdrawal, doc's sent AGAIN early yesterday, BS upon top of BS from live help. "Down time, back log", you know the usual crap.

Totally understand if it was a newly registered account and no urgency despite her loyalty (in fact we've both thrown loads their way over the years, never huge deposits but bloody regular and loyal)

Simply not good enough and pretty much enough to put me off them for a good while until their house is in order and I start reading some 'positives' on here ...if that day ever comes :mad:
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
It's the wife's turn to be jerked around now.

Join date: - Dunno but a long time ago, back when Casino Ben was at the Helm!

KYC sorted: - When she joined.

Deposit frequency (IE: Loyalty) at LEAST once per week from join date to present day!!!

Withdrawals: - Yep here and there throughout her casino membership

Current status, nearly 48 hours since requesting a poxy £100 withdrawal, doc's sent AGAIN early yesterday, BS upon top of BS from live help. "Down time, back log", you know the usual crap.

Totally understand if it was a newly registered account and no urgency despite her loyalty (in fact we've both thrown loads their way over the years, never huge deposits but bloody regular and loyal)

Simply not good enough and pretty much enough to put me off them for a good while until their house is in order and I start reading some 'positives' on here ...if that day ever comes :mad:

Yeah it seems like they have totally gave up trying to be a good casino.

Well I still have not had that PM answered by Rosie either.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
It's the wife's turn to be jerked around now.

Join date: - Dunno but a long time ago, back when Casino Ben was at the Helm!

KYC sorted: - When she joined.

Deposit frequency (IE: Loyalty) at LEAST once per week from join date to present day!!!

Withdrawals: - Yep here and there throughout her casino membership

Current status, nearly 48 hours since requesting a poxy £100 withdrawal, doc's sent AGAIN early yesterday, BS upon top of BS from live help. "Down time, back log", you know the usual crap.

Totally understand if it was a newly registered account and no urgency despite her loyalty (in fact we've both thrown loads their way over the years, never huge deposits but bloody regular and loyal)

Simply not good enough and pretty much enough to put me off them for a good while until their house is in order and I start reading some 'positives' on here ...if that day ever comes :mad:

No matter what they say i still think this is all to do with when they migrated platform.

I had free spins and made a withdrawal right after change of platform. But could not withdraw as Neteller i always used was no longer active and had no details with them. I had to make a deposit with Neteller again to verify it in their system before i could make a withdrawal. All this ona verified account i had used for years.

I think somewhere during the migration something happened with records. Like i have said in other threads like your wife i had to reverify in January.
one of the Reasons i was given was by law they had to verify accounts once withdrawals reached a certain amount. Explained that was reason my account was verified in first place.

It was like wasting my time. It was as if they had no record that account was ever verified in first place.
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
Joined
Jul 25, 2007
Location
Amsterdam
But this migration happened already some time ago and I am able to withdraw just fine. It's unacceptable that some loyal players (why some and not others?) are targeted to provide AGAIN proof of their identity. No explanation provided either, that's the least they could do and process the withdrawal asap, given the status of the player. Jono, was the withdrawal flushed btw?
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
But this migration happened already some time ago and I am able to withdraw just fine. It's unacceptable that some loyal players (why some and not others?) are targeted to provide AGAIN proof of their identity. No explanation provided either, that's the least they could do and process the withdrawal asap, given the status of the player. Jono, was the withdrawal flushed btw?


Yes hun, She withdrew Thursday evening around 7pm UK time.

"Old" Guts she'd have had it later that same evening, still waiting now :(

Popped back onto live chat and it could have been as if she didn't do anything :confused:

Same old (repeated time and again) delaying tactics and excuses, We have a back log, hence the delay, we are so sorry, it can take up to 24 hours (errm its past that already) just basically BS, BS, BS.

She was also told that yes ok, we had your doc's before but we cannot retrieve them from our old system ?? - What old system is that then, she KYC'ed on both EM and IGC?

We'd planned to have a £25 each (elsewhere) tonight and put the other 50 away for a 'rainy day' the knock on effect Guts has caused with their utter nonsense has spoiled this plan.

As I said earlier, could understand if she was a newbie or the w/d was a couple of grand but its pennies and over an account and payment method with has been used, tried, tested over and over again.

Really not good, not good at all.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
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

16 days since you last bothered to come into this thread, and as shown below, people are still being told the same, yet you have made sure all staff know they are stored on the old system, so it won't happen again, yet it is.

It sounds to me like you are not processing people's personal data properly, and not in accordance with the DPA. If you are storing personal data, which ID most certainly is, then you must process it using the data protection principles. Not being able to access it does not satisfy that. Losing it would be even worse, which, from comments in this thread, does sound like has possibly happened.

She was also told that yes ok, we had your doc's before but we cannot retrieve them from our old system ??
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Losing it would be even worse, which, from comments in this thread, does sound like has possibly happened.

Yep this crossed my mind for sure!

I'm not going to make any accusations but my opinion of a once great casino with pretty darn good CS has taken a serious nose dive.

Potential "fall from grace" nominee at this years CM Awards unless things start to improve pretty quickly!
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Yep this crossed my mind for sure!

I'm not going to make any accusations but my opinion of a once great casino with pretty darn good CS has taken a serious nose dive.

Potential "fall from grace" nominee at this years CM Awards unless things start to improve pretty quickly!

well John its about time you spoke with your wallet , you've always stuck up for them despite being told they have become poor , i closed my account ages ago due to all the false promises made on here , hope your wife gets paid & closes both your accounts with them ;)
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
well John its about time you spoke with your wallet , you've always stuck up for them despite being told they have become poor , i closed my account ages ago due to all the false promises made on here , hope your wife gets paid & closes both your accounts with them ;)

Won't be closing any account bud, too much chance for them to mess that up as well and we get all sorts of "knock on effect" type problems ( mistaken for SE: etc)

Got paid 9am approx this morning, so all in all 62 hours about :eek:

Voting with wallet tho :thumbsup:
 

andym

Experienced Member
Joined
Jul 6, 2013
Location
germany
im really wondering when GUTS will be "re-rated" here?

Its so far away from was it was in the "old-Ben-times"...

Loyality compensation very bad, withdrawtimes between 5hours and 3 days (although you have to pay withdraw fees!) and a lot of technical issues again and again.
 

[email protected]

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

I appreciate I have not been very active recently. Guts are aware of this and will be addressing this in the next couple of days (by close of play Thursday). We will be improving very soon!

Rosie
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi Guys,

I appreciate I have not been very active recently. Guts are aware of this and will be addressing this in the next couple of days (by close of play Thursday). We will be improving very soon!

Rosie

Your activity or the problems?
Why are people still saying support can't access old documents when you said that problem had been fixed and all staff were aware of it?
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Ah...A MT Secure Trade operated casino and a documents issue? Who'd have thunk :rolleyes:

Every single one of their casino's pull this stunt and always reject your legitimate documents the very first time...in fact if you don't travel or drive like every social gambler does and you don't hold a Passport or Drivers License, then tough luck also...Your National Identity Card will be rejected as well.

These scumbag MT operators prey on people who do not know any better. How many people have they rejected winnings to, who would not know what to do when their documents are rejected, other than to go out of their way and inconveniently purchase a Drivers License or Passport just to get paid winnings. Winnings that are now almost spent because they had to purchase said document? This in spite of those indiviuals providing perfectly valid government documants already, like a Birth Certificate and such. Not to mention being electronically verified by the use of their Bank Cards.

Have a look at another MT Secure operated site which ran a promotion here at CM and the difficulty long term members like myself and colinsunderland had with documents: https://www.casinomeister.com/forum...romotions/79248-ikibu-race-all-members-3.html

Or how about another MT Secure Trade casino refusing to pay me out: https://www.casinomeister.com/forums/threads/joreels-refusing-payout.79779/ Until I quoted to them the UKGC accepted documents and told them they were in breach of their License.

They do it deliberately to stall for as long as possible hoping you scratch any itch you may have of playing. They also do it simply because they can. They are an insufferable bunch of bastards and take pleasure in our annoyance.

I haven't played or deposited to a MT Secure Trade Casino since July, and I will never go near any of their casinos again. They are an operator to avoid and should be at all costs.

The sooner other people do the same, the better in my opinion. Maybe then will they stop being absolute cunts!
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Hi Guys,

I appreciate I have not been very active recently. Guts are aware of this and will be addressing this in the next couple of days (by close of play Thursday). We will be improving very soon!

Rosie

I'll "watch this space" with baited breath.

FWIW, although a very small insignificance to Guts themselves, yesterday was the first time I did not deposit for the Monday double deal in YEARS!

Unlikely maybe but if others have similar thoughts......

Hoping my once favourite site can turn this around so its a 'one off' - please ;)
 

snotter999

Dormant account
Joined
Nov 5, 2014
Location
Newcastle Australia
Fully verified at Slotsmillion but asked for documents today cos of a new withdrawal.
Was instructed to load them on site in their lobby but no can do as cos i am verified there is no option.
Sent them all docs they should need via email anyways but a little annoyed.
Still ya gotta do what ya gotta do to get ya money!
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
That's a pretty non-descript response from the Guts rep, saying nothing other than being a holding response.

Either doesn't know what the problem is, doesn't care or doesn't want to say.

At this rate there will not be a backlog at Gut's because no one will be playing there. :eek:
 

[email protected]

Dormant account
Joined
May 8, 2017
Location
Malta
Hi,

yep, it is a holding response - as we are almost ready to go. Figured it was better to communicate that there was a solution coming rather than not say anything.

I did give a deadline though!

Rosie


That's a pretty non-descript response from the Guts rep, saying nothing other than being a holding response.

Either doesn't know what the problem is, doesn't care or doesn't want to say.

At this rate there will not be a backlog at Gut's because no one will be playing there. :eek:
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
She was also told that yes ok, we had your doc's before but we cannot retrieve them from our old system ?? - What old system is that then, she KYC'ed on both EM and IGC?

Really not good, not good at all.

it should be - have you been told that since i said it was fixed? Please PM me the details so I can investigate.

Rosie

Its a shame you haven't read the thread before replying really isn't it?
 
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