Guts - ID again?

[illu88]

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

Nice for Everybody ?!?? All Inclusive ?! and the Bill paid by GUTS ?!?!

I want to Thailand @ Pattaya

Just send Rosi a pm maybe she can do something in that case if not i m going to find YITZ

 

[DreamRJ]

Just thought I would update this thread and say that I still haven't had a reply from Rosie via PM

 

[goatwack]

Just thought I would update this thread and say that I still haven't had a reply from Rosie via PM

Don't be too hasty now, you have to account for Guts Time which is roughly 10x slower than ours

 

[DreamRJ]

And again still no response from Rosie via PM or in this thread.

Surely this is now starting to break the CM rules for accredited casinos?

 

[goatwack]

And again still no response from Rosie via PM or in this thread.

Surely this is now starting to break the CM rules for accredited casinos?

Yeah, it's starting to drag on now. It annoys me all the more, given how we all watched Guts become #1 through their excellent presence both at their site via excellent CS and here.

Now it's just more of the same really, pop in once a week and do the bare minimum. I expect some casinos to continue these escapades, not a supposed 9.4 premium establishment.

It's as if no one really wants the Guts Rep position anymore

 

[Steviedoo]

And again still no response from Rosie via PM or in this thread.

Surely this is now starting to break the CM rules for accredited casinos?

A 9.2 it isn't.

 

[Tirilej]

And again still no response from Rosie via PM or in this thread.

Surely this is now starting to break the CM rules for accredited casinos?

The odd thing is that she actually have been in reading this thread as late as 9 October 3pm, and also your pm then I suppose.
To not let you know that she's looking into your problem is bad though and just take a minute to do.

@goatwack
The only reason Yits couldn't get rid of being a rep here was because no one else wanted to be one. The same goes for Rosie.

 

[DreamRJ]

The odd thing is that she actually have been in reading this thread as late as 9 October 3pm, and also your pm then I suppose.
To not let you know that she's looking into your problem is bad though and just take a minute to do.

@goatwack
The only reason Yits couldn't get rid of being a rep here was because no one else wanted to be one. The same goes for Rosie.

Well if that is the case then Bryan should for sure look into and review guts accreditation then. Because the last I read of the rules. They have to be active and log in at least once a week And also respond in a timely manner. Now over a week is not exactly a timely manner is it?

 

[Tirilej]

Well if that is the case then Bryan should for sure look into and review guts accreditation then. Because the last I read of the rules. They have to be active and log in at least once a week And also respond in a timely manner. Now over a week is not exactly a timely manner is it?

He should be made aware yes, but I don't think he should and I doubt that he will remove them from the accredited list because of that.
Worktime so I don't have time to explain why I think so.

You can report this thread so that Bryan will read it. I suspect he have a vacation this week since he hasn't been active but I'm sure he will look it up when he have time.

 

[Jono777]

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.

I WAS one of their loyal customers, this LAG, lack of response from Rep, pathetic promotions (do these draws even happen ) 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

 

[DreamRJ]

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.

I WAS one of their loyal customers, this LAG, lack of response from Rep, pathetic promotions (do these draws even happen ) 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]

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

 

[DreamRJ]

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

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]

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

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]

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]

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

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]

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]

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]

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]

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

Voting with wallet tho

 

[andym]

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.

 

[rosie@guts]

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]

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]

Ah...A MT Secure Trade operated casino and a documents issue? Who'd have thunk

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]

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]

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]

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.

 

[rosie@guts]

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

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?

 

[rosie@guts]

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.

 

[colinsunderland]

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?

 

[andym]

No she doesn't :-(

So coming back to my original "request":
im really wondering when GUTS will be "re-rated" here?

Its such a shame for that casino as it was so enjoyable a couple of years ago.

 

[rosie@guts]

yes - I missed it, apologies. This is precisely what we will fix going forward.

I'm not sure why she was told that as it shouldn't happen anymore. I will talk to those involved and find out.

Rosie

 

[miksaxxx]

No she doesn't :-(

So coming back to my original "request":
im really wondering when GUTS will be "re-rated" here?

Its such a shame for that casino as it was so enjoyable a couple of years ago.

They have been re-rated yesterday to 8.7 points.. And there are reasons in casinomeister uptaded review.

 

[andym]

i see.
still too high but anyway its a good start

 

[Guts]

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

Hi Jono777,

It is sad to read how disappointed you are with our Guts casino, we are focused on making sure loyal players like yourself regain confidence in us again. Would it be possible to give us your Guts Username or registered email address please?

Regards
Your Guts Casinomeister team

 

[Jono777]

Hi Jono777,

It is sad to read how disappointed you are with our Guts casino, we are focused on making sure loyal players like yourself regain confidence in us again. Would it be possible to give us your Guts Username or registered email address please?

Regards
Your Guts Casinomeister team

Hey there...

I have sent these details as requested via private message.

Kind regards

Jon

 

[Guts]

Hey there...

I have sent these details as requested via private message.

Kind regards

Jon

Thanks Jon.

We have responded.

Regards
Your Guts Casinomeister Team

 

[DreamRJ]

Thanks Jon.

We have responded.

Regards
Your Guts Casinomeister Team

But Yet I go ignored. Seriously. Still Rosie Ignored my PM I sent her. Just clearly unacceptable.

 

[Jono777]

But Yet I go ignored. Seriously. Still Rosie Ignored my PM I sent her. Just clearly unacceptable.

Morning mate

Have you posted in their new Guts casinomeister team thread, just a though you may get noticed there more buddy

Edit: I see you have already Dream, ignore me lol

 

[Steviedoo]

But Yet I go ignored. Seriously. Still Rosie Ignored my PM I sent her. Just clearly unacceptable.

Why are you sending pms to Rosie....I don't think you will get an answer....send msg to guts team....

 

[DreamRJ]

Why are you sending pms to Rosie....I don't think you will get an answer....send msg to guts team....

I sent them to Rosie 3 weeks ago.

Because she was the rep then. Only Guts account was created on the 24th. Simple

 

[Steviedoo]

I sent them to Rosie 3 weeks ago.

Because she was the rep then. Only Guts account was created on the 24th. Simple

Then my question should have been why are you still waiting for a response from Rosie....there's a new team.

 

[DreamRJ]

Then my question should have been why are you still waiting for a response from Rosie....there's a new team.

And if you saw, I already have tried getting Guts to respond and they did in the other thread.

So now i wait for them to come online today at 9am for them to reply to my new PM to the new Guts account.

I am still totally annoyed at how long it has taken. It is just unacceptable.

Guts account totally ignored all my posts I made, didn't even bother to go through all the posts and reply to them all in this thread. Which they stated they would check all the threads and posts. Which obviously they didn't.

 

[Steviedoo]

And if you saw, I already have tried getting Guts to respond and they did in the other thread.

So now i wait for them to come online today at 9am for them to reply to my new PM to the new Guts account.

I am still totally annoyed at how long it has taken. It is just unacceptable.

Guts account totally ignored all my posts I made, didn't even bother to go through all the posts and reply to them all in this thread. Which they stated they would check all the threads and posts. Which obviously they didn't.

Well you can respond with your wallet...I have. Don't play there anymore....my withdrawal was reversible for 6 days...After I sent documents more than once...

 

[klauskunterbunt]

Hi,

this time it is me. I was verified and now, after a withdraw, i have to verify again. Mailed ID, Address Verification and Banking statement.
I paid with a Paysafe card(mailed a copy too) but this seems not to be enough for GUTS KYC. They requested a Neteller and after sending this, requested a PayPal screenshot. As a German, i
can not use PayPal at GUTS and i deposited with Paysafe?
Can someone explain this behaviour?

 

[Playford7]

Hi,

this time it is me. I was verified and now, after a withdraw, i have to verify again. Sended ID, Address Verification and Banking statement.
I paid with a paysafe card(sended a copy too) but this seems not to be enough for GUTS KYC. They requested a neteller and after sending this this, a paypal screenshot. As a german, i
can not use paypal at GUTS and i deposited with paysafe?
Can someone explain this behavior?

aha, basic KYC.