Guts - ID again?

[rosie@guts]

Hi guys,

Thank you for your response, we appreciate you giving us the opportunity to explain the process behind these decisions.

As you will understand we are heavily regulated which we embrace as it is important for our customers to have confidence in the casino they are enjoying.

There are a couple of things here I'll address.

1. The verification process is in line with the regulatory requirements. We have a duty of care to our customers to ensure that is being followed. We cannot comment on other casino requirements but can only ensure we follow the guidelines stipulated.
We do process the vast majority of these on the first attempt, but we simply have to reject them if they don't meet the requirements. Obviously where you see any issues or delays please do contact us straight away and we will always look into your enquiry further.
We can improve on our explanation however for why these documents are being rejected and we will look into this immediately.

2. We're a growing business. That creates a dynamic environment as we implement new systems, procedures and guidelines.
Please don't forget - every time we say here "we're going to look into how we fix that in the future" we actually do - meaning the introduction of the above, sometimes to multiple teams. We also have new colleagues joining the organisation all the time as we expand our teams and it does take a while to get people up to speed - that's when mistakes tend to happen. This is also being addressed.
What I can say is that documents are an area we are working on to make it easier for staff to manage.

Rosie

 

[kerry888]

Hiya Rosie, Just wondering if you managed to see my message i sent on the 26th September ?

Thanks

Hi guys,

Thank you for your response, we appreciate you giving us the opportunity to explain the process behind these decisions.

As you will understand we are heavily regulated which we embrace as it is important for our customers to have confidence in the casino they are enjoying.

There are a couple of things here I'll address.

1. The verification process is in line with the regulatory requirements. We have a duty of care to our customers to ensure that is being followed. We cannot comment on other casino requirements but can only ensure we follow the guidelines stipulated.
We do process the vast majority of these on the first attempt, but we simply have to reject them if they don't meet the requirements. Obviously where you see any issues or delays please do contact us straight away and we will always look into your enquiry further.
We can improve on our explanation however for why these documents are being rejected and we will look into this immediately.

2. We're a growing business. That creates a dynamic environment as we implement new systems, procedures and guidelines.
Please don't forget - every time we say here "we're going to look into how we fix that in the future" we actually do - meaning the introduction of the above, sometimes to multiple teams. We also have new colleagues joining the organisation all the time as we expand our teams and it does take a while to get people up to speed - that's when mistakes tend to happen. This is also being addressed.
What I can say is that documents are an area we are working on to make it easier for staff to manage.

Rosie

 

[DreamRJ]

Hi guys,

Thank you for your response, we appreciate you giving us the opportunity to explain the process behind these decisions.

As you will understand we are heavily regulated which we embrace as it is important for our customers to have confidence in the casino they are enjoying.

There are a couple of things here I'll address.

1. The verification process is in line with the regulatory requirements. We have a duty of care to our customers to ensure that is being followed. We cannot comment on other casino requirements but can only ensure we follow the guidelines stipulated.
We do process the vast majority of these on the first attempt, but we simply have to reject them if they don't meet the requirements. Obviously where you see any issues or delays please do contact us straight away and we will always look into your enquiry further.
We can improve on our explanation however for why these documents are being rejected and we will look into this immediately.

2. We're a growing business. That creates a dynamic environment as we implement new systems, procedures and guidelines.
Please don't forget - every time we say here "we're going to look into how we fix that in the future" we actually do - meaning the introduction of the above, sometimes to multiple teams. We also have new colleagues joining the organisation all the time as we expand our teams and it does take a while to get people up to speed - that's when mistakes tend to happen. This is also being addressed.
What I can say is that documents are an area we are working on to make it easier for staff to manage.

Rosie

I dont see that. The more bad press your getting and the more pussy footing around you do will just make your business go downhill fast. And I can assure you this will not get any better until you speed up the process and stop rejecting documents that other casinos accept without any problems.

As for my own GUTS account. I had my documents rejected 3 times as well. And that whole process taken a week. and I still am not fully verified, I am only half verified. Now believe me when I say this, your process times are appalling and you do not deserve to have that 9.2 rating. And I concur with a lot of others who have posted saying the same thing.

So unless you give better training to your security team and make sure that they speed the process up. And also stop rejecting documents that are 100% perfect in every way. Which as I said I use the same copies for every other casino I verify with. Without any problem. So dont keep using same text saying you are following guidelines. Because I can guarantee, that the other casinos are following the same guidelines as your business. And they are much faster at doing the verification and they never reject them.

And yes you should also make it so that when a customer goes to live chat, to verify, they should also get done there and then. And that is the same with a lot of other casinos too.

So I suspect you will post yet another standard unsatisfactory response.

Sorry for my hard words Rosie. This isnt aimed at you personally and I do not mean to sound condescending in anyway either. But you are the front of guts who is representing that casino. I really hope that you would follow in the footsteps of Dan.Videoslots who is on the ball and is the best rep in the industry.

 

[rosie@guts]

I dont see that. The more bad press your getting and the more pussy footing around you do will just make your business go downhill fast. And I can assure you this will not get any better until you speed up the process and stop rejecting documents that other casinos accept without any problems.

As for my own GUTS account. I had my documents rejected 3 times as well. And that whole process taken a week. and I still am not fully verified, I am only half verified. Now believe me when I say this, your process times are appalling and you do not deserve to have that 9.2 rating. And I concur with a lot of others who have posted saying the same thing.

So unless you give better training to your security team and make sure that they speed the process up. And also stop rejecting documents that are 100% perfect in every way. Which as I said I use the same copies for every other casino I verify with. Without any problem. So dont keep using same text saying you are following guidelines. Because I can guarantee, that the other casinos are following the same guidelines as your business. And they are much faster at doing the verification and they never reject them.

And yes you should also make it so that when a customer goes to live chat, to verify, they should also get done there and then. And that is the same with a lot of other casinos too.

So I suspect you will post yet another standard unsatisfactory response.

Sorry for my hard words Rosie. This isnt aimed at you personally and I do not mean to sound condescending in anyway either. But you are the front of guts who is representing that casino. I really hope that you would follow in the footsteps of Dan.Videoslots who is on the ball and is the best rep in the industry.

Noted with thanks. This is clearly not the feeling we want, but I can assure you we are taking it seriously. PM'd regarding your document situation.

 

[DreamRJ]

Noted with thanks. This is clearly not the feeling we want, but I can assure you we are taking it seriously. PM'd regarding your document situation.

I am not going to reply to it Rosie. I avoid casinos that treat me poorly and do not do things in a fast pace. So I will never ever deposit at guts again. So it is pointless even trying to rectify it now. Cos it will not result in me playing at guts again.

 

[goatwack]

So when these unforeseen payment processing problems arise, are the player's funds locked so as to prevent any reversals? Because all I see is a plethora of reasons of what went awry, all the while every casino seems to revel in this reverification lark and stall genuine players.

Unacceptable given the rigmarole of getting verified these days, and most players can see it for what it really is, sorry to say

 

[colinsunderland]

Just going to put my point of view over on this, even though I'm not affected as I decided never to play at GUT's again after reading some of YIT's posts.

This isn't one member of staff making an error, its two, then possibly more if you include refusing documentation that is acceptable to other casinos. This isn't a case of something complicated or rare being asked or done, its a task that is done multiple times daily, and I'm sure live chat get asked about numerous times every day. There is no need for them to lie about documents being lost, if they don't know the answer they can say '2 mins I'll ask my supervisor'. Simple.

I agree with others that the review should be looked at again, and the 9.2 rating probably isn't deserved at present.

It is good that you come here Rosie to help people, and you do clearly go away and do what you say you will, but the simple fact is, no one should ever need to contact a rep if support are doing their job properly. I suppose its fair enough if its a complex problem, but if live chat can't sort a problem it should be escalated, not left for the player to have to come on here to speak to you to get a problem sorted. I never understand why casinos dont understand the importance of having decent front end staff who know what they are doing, and more importantly, understand how the casino works rather than working from a script

 

[Steviedoo]

So when these unforeseen payment processing problems arise, are the player's funds locked so as to prevent any reversals? Because all I see is a plethora of reasons of what went awry, all the while every casino seems to revel in this reverification lark and stall genuine players.

Unacceptable given the rigmarole of getting verified these days, and most players can see it for what it really is, sorry to say

Oh no....the funds are completely reversible...with a nice note that says it's free.

I asked CS to get rid of my money being reversible he says there is no way to do it in the system.

And finally as of this minute I am fully verified...I had to send more documents today...but it's done. Money should be in my ecopayz account.

That only took 6 days.

 

[Jono777]

Oh no....the funds are completely reversible...with a nice note that says it's free.

I asked CS to get rid of my money being reversible he says there is no way to do it in the system.

And finally as of this minute I am fully verified...I had to send more documents today...but it's done. Money should be in my ecopayz account.

That only took 6 days.

Whatever

 

[goatwack]

It's absolutely possible to withhold a player's funds from them, anything else is just an outright lie. It just doesn't suit them to do so

 

[PNEFOREVER2]

Noticed the connection errors are starting to creep back in too, used to complain to Yits about them all the time, then it got better for 6 months or so but recently they've started happening again, more frequently too.

Just had a £20 deposit absolutely butchered by 20+ of such errors asking me to reload the game (DoA) every time, was happening on Sticky Bandits too last week - couldn't even get through 50 spins without having to reload.

Sort the site out or I close my account, not having my deposits butchered like tonight's, it's getting pathetic.

 

[Steviedoo]

It's absolutely possible to withhold a player's funds from them, anything else is just an outright lie. It just doesn't suit them to do so

I didn't reverse it....so they got nothing from me...and I think that's it...no more deposits from me.
I do hope CM will review their rating.

 

[Jasminebed]

@ Rosie:

I've not been a Guts customer for a while, and you know we've exchanged some PMs.

If your company puts no money into staff training or retention, they cannot expect them to excel, which Guts once did.

Employees will stay for less money (about 20% less) if they are happy in their jobs, and that that means some authority.

CS does not need to verify stuff, but they should be able to open a file and say that looks like it's fine, or not. My black credit card is really shiny with a flash, and I have had a hard time taking a good pick to be honest at times.

The payment system changed months ago. This should no longer be an ongoing issue.

I'm rooting for you Rosie, I truly am. I think you got thrown off the deep end without much training, and mangement/owners too shortsighted to realize how valuable good employees are.

But nothing in the past year has enticed me back to Guts, and while it once was a casino I would recommend, I no longer feel that way.

 

[DreamRJ]

Do you actually know. I did actually reply to the PM Rosie sent me yesterday and guess what?

She didn't reply. No surprises there then is there!!!!

I thought why not even though i said i wouldn't bother replying. I did reply for the lols and low and behold no reply. So you see. They do not care, otherwise they would be fast in responses like Dan.Videoslots is and other reps for other casinos.

 

[Tirilej]

Do you actually know. I did actually reply to the PM Rosie sent me yesterday and guess what?

She didn't reply. No surprises there then is there!!!!

I thought why not even though i said i wouldn't bother replying. I did reply for the lols and low and behold no reply. So you see. They do not care, otherwise they would be fast in responses like Dan.Videoslots is and other reps for other casinos.

Please stop comparing other reps with Dan. He's not human so it's not fair

I don't know if you immediately replied to her but it was a Friday afternoon and maybe she had other important things to do, or maybe she went home early.
Now it's the weekend and you should never expect a reply on a weekend.
It can't be that important that you can't wait since you won't be playing there again anyway

 

[goatwack]

Yits? Yits??

Yits!! All is forgiven! Come back to us!

 

[Jono777]

Yits? Yits??

Yits!! All is forgiven! Come back to us!

Sadly got about as much chance of that as we have as Casino Luck, Wild Slots, Next Casino returning to the EM platform

 

[DreamRJ]

Please stop comparing other reps with Dan. He's not human so it's not fair

I don't know if you immediately replied to her but it was a Friday afternoon and maybe she had other important things to do, or maybe she went home early.
Now it's the weekend and you should never expect a reply on a weekend.
It can't be that important that you can't wait since you won't be playing there again anyway

Yeah I know that. and yes i pretty much replied to the pm 10 mins after she sent the pm.

So I guess I have to wait and see what she says when she does reply.

 

[illu88]

Yits? Yits??

Yits!! All is forgiven! Come back to us!

Yes go go go come back !!! YITS ( together with Dan. ONE of the BESTS !!!) !!!! cmon !! We need U

 

[The Viking]

in what way was he any better didnt log on for weeks at times.
Guts havent had a good rep since Ben he was here every day and did answer PM within minutes

Yits? Yits??

Yits!! All is forgiven! Come back to us!

 

[paul7388]

in what way was he any better didnt log on for weeks at times.
Guts havent had a good rep since Ben he was here every day and did answer PM within minutes

The sad thing about it is he is still here every day.

Although its a long time since i saw Ben post he still comes on here every day. Yet Reps that followed him can hardly make it on once a month.

 

[illu88]

in what way was he any better didnt log on for weeks at times.
Guts havent had a good rep since Ben he was here every day and did answer PM within minutes

I m sorry that was the Time i wansn t active here so idk Ben

 

[colinsunderland]

YIT's was a terrible rep, remember the thread where he accused members of trying it on regarding a promo, even after being shown a screenshot of live chat where (I think it was Harry) alerted them to the error but they told him the promo was correct?

 

[illu88]

YIT's was a terrible rep, remember the thread where he accused members of trying it on regarding a promo, even after being shown a screenshot of live chat where (I think it was Harry) alerted them to the error but they told him the promo was correct?

I m good with him since the DoA Contest :notworthy

 

[goatwack]

I will not have a bad word said about Yits. He was excellent at booking holidays.