Tips Guts just forgot to withdraw money. Twice!

FavoPlayer

Experienced Member
webby
Joined
Nov 24, 2012
Location
England
Hi all!

Long story short.

I got an email from Guts on 4 of July that withdrawal will be processed next morning (5 of July):

Just a small update – your request have now been sent to our financial team so they can make a manual withdrawal for you. Your funds will be send tomorrow morning & once the manual withdrawal has been processed, you should receive your funds within 1-3 working days.

On 18 of July I had sent an email that I still didn't got money and received reply:

We strongly apologize for the time it has taken to withdraw your money, it seems like the payment department has forgotten to do the withdrawal, however i have reminded them of this and it will be done within the day or tomorrow. Once again, we strongly apologize for this.

Today (25 of July) I had contacted them again on chat because ... well right still no money and here is the reply:

We strongly apologize for the time it has taken to withdraw your money, it seems like the payment department has forgotten to do the withdrawal, however i have reminded them of this and it will be done within the day or tomorrow. Once again, we strongly apologize for this.

This is just FYI.
 

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
In my head
This sort of behaviour from a top rated accredited casino is not on. Guts needs to get their act together and compensate you for all the issues related to this withdrawal that they forgot twice (not sure I believe that, I think it's just an excuse the casino gave the op). Not good to see so many negative Guts threads. I hope they are following them and make improvements for the future.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
What exactly does "Strongly apologise" mean?

A phrase I've never come across in 45 years :confused:

Correct phrase should had been this > deeply apologize

Could be a language bErrier(hint hint) or could be due to generic auto bot answers.... :D
 

Vibroverb

Full Member
Joined
Apr 13, 2017
Location
Europe
Im a bit worried they even have an automatic reply for that. Why would you need a reply like that if it was an honest mistake that never happens? :what:

nothing more impersonal than the efforts by sites to appear personal. It's ironic, sort of like the Facbook posts: "Facebook cares about your memories", they care so much they have an automated program do everything :)

2 identical messages like that, seems like the OP isn't the only one with this problem, and it's definately not a one time problem
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
Sorry to the OP, but why are you playing there then. If i was you i would avoid them if they are not processing your withdraws in a timely manner. Main reason i deposit and play in a casino is fast withdraws, if a casino takes 12 hours or longer to process a withdraw i avoid them like the plague.

I hope you get the withdraw soon though and good luck.
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
I see this thread is rep friendly?not!!

A few years ago a rep (Yits) would have been all over this.

Disgraceful behaviour from what uses to be a top notch casino.

I'm going to assume you mean Ben...besides not being the rep a few years back, Yits was.almost never in.
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
Location
Belfast (Northern Ireland)
Sorry to the OP, but why are you playing there then. If i was you i would avoid them if they are not processing your withdraws in a timely manner. Main reason i deposit and play in a casino is fast withdraws, if a casino takes 12 hours or longer to process a withdraw i avoid them like the plague.

I hope you get the withdraw soon though and good luck.

I'm going to assume you mean Ben...besides not being the rep a few years back, Yits was.almost never in.

Sorry Dion, you are right. Must have been stuck in my head.
Thanks.
 

rosie@guts

Dormant account
Joined
May 8, 2017
Location
Malta
Hey,

We've contacted our payments team today and it seems that this came down to human error, my sincere apologies.

I am out of the office at the moment but I will PM you as soon as I am back in tomorrow with all of the details and some comp if we can :)

Thanks,

Rosie.
Hi all!

Long story short.

I got an email from Guts on 4 of July that withdrawal will be processed next morning (5 of July):



On 18 of July I had sent an email that I still didn't got money and received reply:



Today (25 of July) I had contacted them again on chat because ... well right still no money and here is the reply:



This is just FYI.
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
Hey,

We've contacted our payments team today and it seems that this came down to human error, my sincere apologies.

I am out of the office at the moment but I will PM you as soon as I am back in tomorrow with all of the details and some comp if we can :)

Thanks,

Rosie.

How you mean IF?
 

FavoPlayer

Experienced Member
webby
Joined
Nov 24, 2012
Location
England
Hi Rosie,

Just want to update that I finally got payment.

Thanks anyway.


Hey,

We've contacted our payments team today and it seems that this came down to human error, my sincere apologies.

I am out of the office at the moment but I will PM you as soon as I am back in tomorrow with all of the details and some comp if we can :)

Thanks,

Rosie.
 

mimi26

Meister Member
Joined
May 17, 2012
Location
uk
I have had 3 withdrawals rejected from GUTS all down to 'human error'! I did receive them eventually but not till after a load of hassle on live chat!
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Wasn't going to post again regarding my issue but frustration (especially considering my lifetime loyalty to this casino) had REALLY got the better of me now.

It really seems like I'm banging my head up against the wall on this one.

Good communication got started via PM, which then dropped off, delay after delay, poor Rosie never seems to be in the office (hope its not a summer holiday :p) and then even poorer Jono is STILL waiting :( :(

I must have the patience of the Saint of Saints, which obs is not a good thing as I first thought :oops:
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
FavoPlanyer, glad you finally got your payment, requested July 4th. That's a four solid weeks. Now perhaps we can blame the OP for some days, exercising patience waiting for a payment and not chasing it up sooner. Malta has holidays every weekend all summer, the OP possibly has a life, and like me has probably experienced that 1-3 busness may just mean 4-6. So let's give Guts credit for 5 days out of those four weeks.

Casino becomes aware July 18th that the promised payment was missed, and I'll assume this was human error, they happen. OP being a nice and patient person didn't follow up quite as quickly as he was entitled to.

So now we have a promise for today or tommow, which when OP followed up July 25th ... was a broken promise. The oversight should have been corrected the day the OP reposted it on July 18th, and given his patience, politeness and long history with Guts should not even have had to wait until tomorrow, for a payment three weeks after initial request.

The rep's been notified, and it's almost a week later before she's promising the look into it.

Mimi is posting about 3 human errors, and I've spoken with another customer that experienced delays for payment that should not have even required manual processing.

Oh, and at a casino that charges a withdrawal fee to boot.

It's really sad to see what was once the best of the bunch disintegrate. Get your house in order Guts.
 
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