Tips Guts just forgot to withdraw money. Twice!

[FavoPlayer]

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.

 

[Vibroverb]

automatic reply twice....hmm

 

[Jono777]

What exactly does "Strongly apologise" mean?

A phrase I've never come across in 45 years

 

[goatwack]

What exactly does "Strongly apologise" mean?

A phrase I've never come across in 45 years

It's definitely out there, not that strange. Although you don't hear it being used that often

 

[Nate]

That's absolute BS - Did you contact the rep?

Nate

 

[bowki]

automatic reply twice....hmm

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?

 

[Dinahnana]

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]

What exactly does "Strongly apologise" mean?

A phrase I've never come across in 45 years

Correct phrase should had been this > deeply apologize

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

 

[miksaxxx]

..

within the day or tomorrow.

I guess tomorrow.

 

[Vibroverb]

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?

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]

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.

 

[jjezebel37]

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.

 

[dionysus]

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]

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]

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]

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]

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]

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]

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 ) 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

 

[Jasminebed]

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]

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!

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

 

[rosie@guts]

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]

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]

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]

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.

 

[rosie@guts]

Hey,

Sorry if I have missed your PM, checking it out now

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!

 

[Borgie]

Hey,

Sorry if I have missed your PM, checking it out now

Hmmm All I ever seem to read - is Guts haven't replied to me . Then a long thread follows and eventually just maybe a Guts rep will suddenly appear like "oh deary me I only just noticed this thread " wave a wand and sort things and vanish again then we rinse and repeat and rinse and repeat.

Its like they all so overstretched at Guts nobody has time to really keep on top of things

I get no warm and fuzzy feeling, I don't play there and tbh reading all this nor would I ! Sorry Guts

 

[Vibroverb]

I don't play at Guts either but noticed them when they arrived on the scene and had great customer service from Ben. I was working in a big name Casino myself and we noticed this and commented how nicely we feel treated by Guts and particularly Ben, so based on that I thought they are a Casino that's doing something right and we wanted our players to have that same thought with us, so we started keeping tabs.

Also, I was asked by my manger to register at CasinoMeister and take care of posts and threads concerning our Casino. This was not initially in my list of responsibilities and after having a look at the forum, I told them I really did not want to be the one to do this, I come up with Promotions, and credit prizes and felt this would take too much of my time, that I had to fix other people's problems, and that I did not have to power to get the players on here answers quick enough as I would also have to find out where the issue was, try to speak to the person, try to speak to the team, etc, etc.

This was about 5 years ago, but I'm just saying this because I can understand that Rosie is not in an easy position. I don't know anything more about her than what's on here but I can bet she has other work to do, and keeping an eye on the forum threads, responses, PM's, checking accounts and chasing all that info from the Guts team can take up lots of time.

I'm not justifying any of the problems that the players experienced, but having been the other side as well, I can tell you it's not as easy and straightforward as it seems. In my position as well, none of the achievements on the forum, would count as a good job and help me with my bonus at work, so I was doing it more like a forced volunteer, so I said no.

 

[nelsnik]

Guts

I fully agree, they went down a lane a deep down lane,
Support is dramatic, befote they always instant processed payment for me now it takes always 5-7 hours to skrill, bonuses are never given anymore, neither good promos its sad because they where really good!

 

[rosie@guts]

Sorry you're not getting a warm fuzzy feeling from us/me, not my intention at all, I am honestly just one human doing my best

Give me a shout if you have any specific questions and will try and help where and when I can

Hmmm All I ever seem to read - is Guts haven't replied to me . Then a long thread follows and eventually just maybe a Guts rep will suddenly appear like "oh deary me I only just noticed this thread " wave a wand and sort things and vanish again then we rinse and repeat and rinse and repeat.

Its like they all so overstretched at Guts nobody has time to really keep on top of things

I get no warm and fuzzy feeling, I don't play there and tbh reading all this nor would I ! Sorry Guts

 

[aceking123]

Sorry you're not getting a warm fuzzy feeling from us/me, not my intention at all, I am honestly just one human doing my best

Give me a shout if you have any specific questions and will try and help where and when I can

I have a direct question why is your casino just tossing players to the side & when is guts going to sort out its players problems, when is guts going to get its shite together its been going on far to long & i would of thought bryan should of put your casino in the grey section by now. all i hear is empty promises & lack of problems being sorted , what made your casino so damn good was a Rep being Ben always on the forum & always sorting stuff quickly hassle free as well.

 

[Tirilej]

Sorry you're not getting a warm fuzzy feeling from us/me, not my intention at all, I am honestly just one human doing my best

Give me a shout if you have any specific questions and will try and help where and when I can

I promised earlier in this thread that I would stop playing at Guts if you kept being late with cashouts. Sadly I think the time has come.
If I knew it could take up to 24 hours then fine but don't say such short time if you can't keep it please.
...and noone is alive in chat either.

 

[nelsnik]

I have a direct question why is your casino just tossing players to the side & when is guts going to sort out its players problems, when is guts going to get its shite together its been going on far to long & i would of thought bryan should of put your casino in the grey section by now. all i hear is empty promises & lack of problems being sorted , what made your casino so damn good was a Rep being Ben always on the forum & always sorting stuff quickly hassle free as well.

fully agree ace they are bad, also there summer promo horrible
my progress bar was full completely full!!!!! took me €50 more to get 4 euro value of spins dramatic and close to fake?!

 

[goatwack]

I have no doubt that Rosie is a nice person and she always comes across as courteous and polite when answering on these boards, but I can't help but get that 'Yits' feeling all over again. She may not have the time to fully realize this role or believe it to be serious enough a responsibility, I don't know.

Yet going back to Ben, he made Guts what it is through hard graft, and rarely a day went by without praise going his way for his efforts. It wasn't by accident!

Shows that the endeavours of one individual can elevate a casino to #1 spot, wheras putting in less time can also have the opposite, undesired effect...

Guts needs a rep to slap them back into shape and not just become an 'also-ran' casino that we revere based on our nostalgic recollections

 

[mimi26]

I have no doubt that Rosie is a nice person and she always comes across as courteous and polite when answering on these boards, but I can't help but get that 'Yits' feeling all over again. She may not have the time to fully realize this role or believe it to be serious enough a responsibility, I don't know.

Yet going back to Ben, he made Guts what it is through hard graft, and rarely a day went by without praise going his way for his efforts. It wasn't by accident!

Shows that the endeavours of one individual can elevate a casino to #1 spot, wheras putting in less time can also have the opposite, undesired effect...

Guts needs a rep to slap them back into shape and not just become an 'also-ran' casino that we revere based on our nostalgic recollections

I agree I havent been able to play any of their new games, )screen size does not fit error)! been on live chat who elevated it but never did receive a response!

The Squad? whats all that about nothing special offered its just lip service.

The progress bar reaching the top and having to wager another £300, I kid you not

Withdrawals have become tediously slow, and getting messed up a lot.


edited to ask, whats the reason for the bonus bar depsoit bonus having a 20xD + b Wr..............have a wagering requirement across the board and stick to it!
Its just not the casino it once was

 

[TheAddict]

edited to ask, whats the reason for the bonus bar depsoit bonus having a 20xD + b Wr..............have a wagering requirement across the board and stick to it!
Its just not the casino it once was

Im gonna guess the 20xd+b might have been justified due to being able to gain extras while using the 50% bonus, like a good run using the bonus funds will get you closer to £1.60 worth of free spins off the bar, where you might get a few extra quid (or pence) towards the mammoth wagering if taking the 50% bonus.


As for the bonus bar....
Ive made a few small deposits, but the last one left the bar almost full. I think the first boost from that point made it LOOK full and complete, and while i didnt expect it instantly to give free spins , it then required 5(maybe 4 but likely 5) boosts on top to get it to the next level.
occasionally, after reloading the screen thinking will this boost ever make it to the next level after the 3rd or 4th day of trying to boost my way to victory, the screen reloaded with the bar having gone past and beyond the boundaries of what the normal visual representation would suggest is a full bar. The boosted red line had broken through the enclosure and was poking out the right hand side.
Id like to think it wasnt the true representation of the length of the bar and just a coincidental graphical glitch, but after 5 or so boost making the bar reset from already being full ( to complete the 4th redemption of free spins, dunno if the more 'levels' one gets through makes any difference to the speed of the bar?) It wouldnt suprise me at all if that glitch was the true length of where the bar really was actually at

 

[ladyhawke]

I agree I havent been able to play any of their new games, )screen size does not fit error)! been on live chat who elevated it but never did receive a response!......

Not sure if you are aware, but there is a thread regarding this issue - with a solution as well...

https://www.casinomeister.com/forum...rent-window-is-too-small-please-resize.79112/

 

[rosie@guts]

Morning guys,

Lots of chatter and comments this morning, I will answer each of you where possible on the thread, or if it is more account related then I will PM you

 

[Nate]

Sad to see this outfit going down that path.

Like 32Red once had a slogan 'Second to None' which became 'Second to Many'

Guts' slogan of 'Why Wait' is now 'Sorry We're Late'

Nate

 

[rosie@guts]

Hiya,

Honestly, it's not our intention to make you (or other players) feel like they are being tossed aside, any problems that individual players have we try and sort out as quickly as possible, the team has gone through some changes, I've said this before and on the whole I think we are getting back to where we were, but it does take time and sometimes things slip through the net and unfortunately sometimes people do have issues. We don't want things to be a hassle for you, so looking at ways that we can improve this, our commitment is to our players, and we are sorting things, I promise. Like I say if you have a specific account query, drop me PM

Thanks,

Rosie.

I have a direct question why is your casino just tossing players to the side & when is guts going to sort out its players problems, when is guts going to get its shite together its been going on far to long & i would of thought bryan should of put your casino in the grey section by now. all i hear is empty promises & lack of problems being sorted , what made your casino so damn good was a Rep being Ben always on the forum & always sorting stuff quickly hassle free as well.

 

[rosie@guts]

Hey,

I am asking the payment team to look at your recent cash outs as we speak and see again whats been happening

Rosie.

I promised earlier in this thread that I would stop playing at Guts if you kept being late with cashouts. Sadly I think the time has come.
If I knew it could take up to 24 hours then fine but don't say such short time if you can't keep it please.
...and noone is alive in chat either.

 

[Tirilej]

Hey,

I am asking the payment team to look at your recent cash outs as we speak and see again whats been happening

Rosie.

Don't bother. There was a nice guy in support that helped me eventually. They did answer the fourth time I tried.
What's irritating though is that he said a totally different time for cashouts than you have told me earlier. Now I know and I will just stay away until you know how fast it will be. 24 hours is too slow for me. I stick to those that pays within 4 hours.

 

[Nate]

Hiya,

Honestly, it's not our intention to make you (or other players) feel like they are being tossed aside, any problems that individual players have we try and sort out as quickly as possible, the team has gone through some changes, I've said this before and on the whole I think we are getting back to where we were, but it does take time and sometimes things slip through the net and unfortunately sometimes people do have issues. We don't want things to be a hassle for you, so looking at ways that we can improve this, our commitment is to our players, and we are sorting things, I promise. Like I say if you have a specific account query, drop me PM

Thanks,

Rosie.

At this moment in time you have a gaping hole in that 'Net'. Far too many things slipping, Reps uninterested, 20 day withdrawals - I'm not holding thumbs

Nate

 

[rosie@guts]

Hey,

I have the info here, just need to put it together to send across, will PM you as I have it anyway

Don't bother. There was a nice guy in support that helped me eventually. They did answer the fourth time I tried.
What's irritating though is that he said a totally different time for cashouts than you have told me earlier. Now I know and I will just stay away until you know how fast it will be. 24 hours is too slow for me. I stick to those that pays within 4 hours.

 

[interlog]

Hey,

I have the info here, just need to put it together to send across, will PM you as I have it anyway

Why Private Message that information rather than share it with the wider audience? That is if you mean the pay out speed of withdrawals?

 

[Tirilej]

Why Private Message that information rather than share it with the wider audience? That is if you mean the pay out speed of withdrawals?

Because it's about my personal account.

Anyway I don't need it. I'm just so tired of them, and not many have defended them here as I have in the past. Enough is enough.
Don't take it personal Rosie. I know you're trying.

 

[rosie@guts]

Hiya,

We can't share personal or financial details in the forum, so for that reason I have to send through PM.

Rosie.

Why Private Message that information rather than share it with the wider audience? That is if you mean the pay out speed of withdrawals?

 

[interlog]

Because it's about my personal account.

Anyway I don't need it. I'm just so tired of them, and not many have defended them here as I have in the past. Enough is enough.
Don't take it personal Rosie. I know you're trying.

My bad - I thought that Rosie meant private messaging you the withdrawal speed of the casino.