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Tips Guts just forgot to withdraw money. Twice!

Discussion in 'Online Casinos' started by FavoPlayer, Jul 25, 2017.

    Jul 25, 2017
  1. FavoPlayer

    FavoPlayer Experienced Member webby

    Occupation:
    -
    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):

    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.
     
  2. Jul 25, 2017
  3. Vibroverb

    Vibroverb Experienced Member

    Location:
    Europe
    automatic reply twice....hmm
     
  4. Jul 25, 2017
  5. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    What exactly does "Strongly apologise" mean?

    A phrase I've never come across in 45 years :confused:
     
  6. Jul 25, 2017
  7. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    It's definitely out there, not that strange. Although you don't hear it being used that often :cool:
     
  8. Jul 25, 2017
  9. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    That's absolute BS :mad: - Did you contact the rep?

    Nate
     
  10. Jul 25, 2017
  11. bowki

    bowki Senior Member

    Occupation:
    -
    Location:
    Germany
    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:
     
  12. Jul 25, 2017
  13. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    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.
     
  14. Jul 25, 2017
  15. PaaskeDenmark

    PaaskeDenmark Always think positive CAG PABnoaccred webmeister

    Occupation:
    Clerk with shipping discounts worldwide
    Location:
    UnKnown
    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
     
  16. Jul 25, 2017
  17. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    ..

    within the day or tomorrow.

    I guess tomorrow. :D
     
  18. Jul 26, 2017
  19. Vibroverb

    Vibroverb Experienced Member

    Location:
    Europe
    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
     
  20. Jul 26, 2017
  21. DreamRJ

    DreamRJ Out of this world! MM webmeister

    Occupation:
    Gamble
    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.
     
  22. Jul 28, 2017
  23. jjezebel37

    jjezebel37 Meister Member mm1

    Occupation:
    sales/marketing
    Location:
    Belfast (Northern Ireland)
    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.
     
  24. Jul 29, 2017
  25. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    I'm going to assume you mean Ben...besides not being the rep a few years back, Yits was.almost never in.
     
  26. Jul 29, 2017
  27. jjezebel37

    jjezebel37 Meister Member mm1

    Occupation:
    sales/marketing
    Location:
    Belfast (Northern Ireland)
    Sorry Dion, you are right. Must have been stuck in my head.
    Thanks.
     
  28. Jul 31, 2017
  29. rosie@guts

    rosie@guts Dormant account

    Occupation:
    CRM Manager
    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.
     
  30. Jul 31, 2017
  31. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    How you mean IF?
     
  32. Jul 31, 2017
  33. FavoPlayer

    FavoPlayer Experienced Member webby

    Occupation:
    -
    Location:
    England
    Hi Rosie,

    Just want to update that I finally got payment.

    Thanks anyway.


     
  34. Jul 31, 2017
  35. mimi26

    mimi26 Meister Member

    Occupation:
    nurse
    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!
     
  36. Jul 31, 2017
  37. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    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:
     
  38. Jul 31, 2017
  39. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    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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