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.
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
I'll take the mantle if nobody wants it. I could be a Guts rep - I'm here almost daily (for my sins), I know a little bit about customer service & even less about casinos but I'm good at fobbing people off and being an arrogant prick! :eek:

I'll happily take low turnover bonuses as payment with no game exclusions :cool:
 

rosie@guts

Dormant account
Joined
May 8, 2017
Location
Malta
Hey,

Let's take this up on PM, send me a message and we can have a chat.

The word 'if' was used as at the time I messaged I was not near my PC or work and was just quickly checking in, so at that moment in time I couldn't see any details other than this thread, no harm was meant by using the word if :)

Rosie.

How you mean IF?
 

rosie@guts

Dormant account
Joined
May 8, 2017
Location
Malta
Hey guys,

Just a quick one with regards to 'automated responses'.

All of the team are real people, however as with any big company, they do have some 'canned responses', so these are already typed out responses, to save time and having to type some phrases and then players can be given an answer quicker.

It was human errors with regards to the withdrawals and the situation has hopefully now been resolved and the player in question contacted.

Give me a shout on PM if anyone has any more questions :)

Thanks,

Rosie.
 

nelsnik

Full Member
MM
Joined
Mar 4, 2014
Location
Nederland
Hey guys,

Just a quick one with regards to 'automated responses'.

All of the team are real people, however as with any big company, they do have some 'canned responses', so these are already typed out responses, to save time and having to type some phrases and then players can be given an answer quicker.

It was human errors with regards to the withdrawals and the situation has hopefully now been resolved and the player in question contacted.

Give me a shout on PM if anyone has any more questions :)

Thanks,

Rosie.


Well it's nice if people send you pm's and u also reply to them, i send u a pm 4-9 days ago not sure how long ago but long, and still no reply!
 

benmooe

Full Member
PABnononaccred
Joined
Feb 11, 2013
Location
England.
All of the team are real people, however as with any big company, they do have some 'canned responses', so these are already typed out responses, to save time and having to type some phrases and then players can be given an answer quicker.

Can confirm, I was working in email support once upon a time and the amount of time canned responses saves is crazy if it also helps the customer quicker.

However having one that says "it seems like the payment department has forgotten to do the withdrawal" rather than giving an actual reason seems very suspect, like, i don't honestly believe that a payments department in an online casino, one that has a tonne of systems that would track player transactions and likely has a ticket queue-like system for open withdrawal requests, could "forget" to pay. If it's a delay or if there was a technical issue, fine with me, you respected me enough to tell me. If companies are more up-front with customers, they get a ton more kudos from me but an online casino literally can't just "forget" to pay people. Makes no sense to me.
 
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