Guts site update and missing money

[Fleur-De-Lis]

Haven't played in Guts for few days and noticed today they did some updates. No problem as long as it all works, but unfortunately this doesn't seem to be the case: the page does not redirect you back to the game after deposit/withdrawal is made, and the games tend to disconnect without any warning or valid reason.

The main shock came few minutes ago when I played my fav Jekyll&Hyde. The game froze and didn't react when I tried to refresh it pushing F5 button, so I had to close the window and start the casino software anew. Guess what? When I logged back in again, my balance was some 20 euros less that when I saw it last. The support gave me an awesome explanation: "the spins have been played even if you did not see them". Eh? Anybody ever heard anything similar? So now you can be logged out and still lose money? Why not another way around?

....Ouf. I am so mad now I am not sure what I am going to do.

 

[Mouche12]

Hi Fleur-de-Lis, please PM Tony or Ben, the reps, they will surely sort it out for you quickly!

 

[bonustreak]

I think they are moving over to a cloud based concept so give them a few to sort it all out...

 

[Fleur-De-Lis]

Yes, I noticed the changes to the interface and all, might be the site moving or whatever. But does it mean I am supposed to put up with the fact my game was messed up and my money simply vanished into thin air?...

 

[TonyGuts]

Haven't played in Guts for few days and noticed today they did some updates. No problem as long as it all works, but unfortunately this doesn't seem to be the case: the page does not redirect you back to the game after deposit/withdrawal is made, and the games tend to disconnect without any warning or valid reason.

The main shock came few minutes ago when I played my fav Jekyll&Hyde. The game froze and didn't react when I tried to refresh it pushing F5 button, so I had to close the window and start the casino software anew. Guess what? When I logged back in again, my balance was some 20 euros less that when I saw it last. The support gave me an awesome explanation: "the spins have been played even if you did not see them". Eh? Anybody ever heard anything similar? So now you can be logged out and still lose money? Why not another way around?

....Ouf. I am so mad now I am not sure what I am going to do.

Dear Fleur-De-Lis,

Could you be so kind and get back to me with your username and I will look into this right away for you.

Thank you,
Tony

 

[Borgie]

Yes, I noticed the changes to the interface and all, might be the site moving or whatever. But does it mean I am supposed to put up with the fact my game was messed up and my money simply vanished into thin air?...

I really think that its best to contact the rep first for these things. Guts are superb at dealing with things and should be given the opportunity to sort it out first in a timely manner.

 

[Batman]

Someone else had access to your account maybe?
You can check your betting history and see what happened :-?

I have no doubt everything will be solved though

 

[PNEFOREVER2]

They must be having some serious issues there, I deposited for the first time in ages on Tuesday, then at the weekend noticed money had been paid into my bank, thinking it was from a different source, I use the money.

So I checked the bank this morning, and the money has been re-sent out to 'MT SECURETRADE LTD, MALTA MT' aka Guts sending me overdrawn.

Can't say I am impressed at all tbh

 

[refre]

Is this a card transaction?
Sometimes a hold or reservation may fall of your card before the actual charge is posted. Happens all the the time I'm afraid, and you will need to keep track of available funds yourself...

Or are we talking about a bank transfer?
Were you expecting a similar payment/amount from another source?

Freddy

They must be having some serious issues there, I deposited for the first time in ages on Tuesday, then at the weekend noticed money had been paid into my bank, thinking it was from a different source, I use the money.

So I checked the bank this morning, and the money has been re-sent out to 'MT SECURETRADE LTD, MALTA MT' aka Guts sending me overdrawn.

Can't say I am impressed at all tbh

 

[PNEFOREVER2]

Is this a card transaction?
Sometimes a hold or reservation may fall of your card before the actual charge is posted. Happens all the the time I'm afraid, and you will need to keep track of available funds yourself...

Or are we talking about a bank transfer?
Were you expecting a similar payment/amount from another source?

Freddy

Deposited using my debit card on the Tuesday, it was 'ringfenced' until the Friday and then went out, then was back in my bank on the Saturday, then seemed to go back out today.

Never had that happen once since I started gambling.

 

[spintee]

They must be having some serious issues there, I deposited for the first time in ages on Tuesday, then at the weekend noticed money had been paid into my bank, thinking it was from a different source, I use the money.

So I checked the bank this morning, and the money has been re-sent out to 'MT SECURETRADE LTD, MALTA MT' aka Guts sending me overdrawn.

Can't say I am impressed at all tbh

If you go over drawn & or had direct debits go out on the same day than as long as you can get money in the bank before shutting hours than all will be ok, No fees ect and DD will be paid,

I know its not good that this has happened,