Guts Support & KYC Document Request

[fun4all]

I HAVE TO PAY TO CHECK MY CREDIT REPORT !!

You don't

As for the "we are a completely different company", it tends to fall on deaf ears now because so often players have been screwed over by what they believed was a "completely different company", only to have winnings confiscated due to an action at the "other completely different company". Cassava and EveryMatrix should be awarded some kind of trophy for the number of times their skins have been "completely independent companies" when players are depositing and losing, but then "sister sites" when they win and there is an opportunity to confiscate it.

Well said Vinyl, very true.

 

[Deeplay]

Just to say Kudos to Capo Rizk who squared away a question on my Rizk account within minutes. And I will be squandering some of my cash with them in the very near future. Just to make double clear my bitch is not about Rizk or any others under this platform but guts only.

Kudos to Rizk for resolving questions in a very very timely manner. They just gained a return player

 

[paul7388]

It is a UKGC requirement to validate the ID of every UK player within 72 hours of registration otherwise the account is auto blocked. KYC is a key requirement set out by regualtors and the EU Anti Money Laundering Directive 4

When we first opened to the UK we did not have an automatic way of verifying players ID's and hence if you didnt upload and have your ID verified yourself then the 72 hour blockage came into force.

We have now implemented an MGA and UKGC approved ID checking solution that will now approve tha vast majority of registrations at the point of registration

We also ran a batch update match against all previously blocked UK accounts which have verified a huge number and therefore these accounts are now unblocked.

Thanks for that info. Im confused tho.

Does this now mean that when I sign up I get automatically verified electronically like all uk bookies etc do.

If so does that mean I don't have to send any id now like I don't at uk sites that automatically verify me or do I still have to go to hassle of sending all the usual paperwork.

 

[Captain Rizk]

This is just for ID verification that the UKGC require. It is just a partial KYC. At some point you will need to submit all the other docs as per usual

Thanks for that info. Im confused tho. Does this now mean that when I sign up I get automatically verified electronically like all uk bookies etc do. If so does that mean I don't have to send any id now like I don't at uk sites that automatically verify me or do I still have to go to hassle of sending all the usual paperwork.

 

[mina1929]

I wouldn't even close your account there.

I closed mine at Guts years ago, but they just marked it as self-excluded, rather than close it. Maybe it was an easier option for CS ?

But because of that, my account at Betspin was blocked recently. That took over a week to sort out, mainly because Guts took about 4 days to even reply to my emails.
it's reopened now, but apparently Betspin don't allow bonuses on Neteller deposits any more, Which is the method i use mostly. So it was a waste of time sorting it out after all

And by the look of it my Rizk account is also blocked. But i really can't be bothered to go through all the hassle of explaining it all again to CS.

edit
Actually, after trying again today, Rizk is now unblocked

Really? I used Neteller and used all the bonuses this week at Betspin, I could not find anything about not using Neteller. Can you tell me where it states that I must of missed it.

 

[Tirilej]

Really? I used Neteller and used all the bonuses this week at Betspin, I could not find anything about not using Neteller. Can you tell me where it states that I must of missed it.

Always remember to check if the person is from UK.

The rest of us don't have the same rules mostly
I also think it's just the welcome bonus. If you can claim a bonus there you're fine. This is not Casino Cruise

 

[mina1929]

Always remember to check if the person is from UK.

The rest of us don't have the same rules mostly
I also think it's just the welcome bonus. If you can claim a bonus there you're fine. This is not Casino Cruise

Thanks for that at least I know I didn't waste all my deposits there. I always read the terms just in case.

 

[benmooe]

I'm amazed nowadays that casinos are manually performing KYC when there are many systems out there like Jumio Netverify which automate the process. Mr Green and Betfair have introduced these tools and it removes all the friction to onboarding customers and meeting the UKGC 72 hour rules. Plus all it takes is the customer uploading photos or using their webcam to capture the id and documents (plus an optional mugshot) to go through the full verification.

I also believe URU has a comprehensive system based on electoral roll, credit report and phone data but that's limited to the UK only at the moment.

 

[Tirilej]

I'm amazed nowadays that casinos are manually performing KYC when there are many systems out there like Jumio Netverify which automate the process. Mr Green and Betfair have introduced these tools and it removes all the friction to onboarding customers and meeting the UKGC 72 hour rules. Plus all it takes is the customer uploading photos or using their webcam to capture the id and documents (plus an optional mugshot) to go through the full verification.

I also believe URU has a comprehensive system based on electoral roll, credit report and phone data but that's limited to the UK only at the moment.

Was that a joke when including MrGreen? Haven't you read all threads lately with people having to wait up to a week to get verified there...a second time

 

[vinylweatherman]

Really? I used Neteller and used all the bonuses this week at Betspin, I could not find anything about not using Neteller. Can you tell me where it states that I must of missed it.

You may only find out that you can't when you win and they confiscate it because you used Neteller.

 

[benmooe]

Was that a joke when including MrGreen? Haven't you read all threads lately with people having to wait up to a week to get verified there...a second time

Ouch, and is that using Netverify or have they gone manual again? I automatically verified with them about 2 years ago, no wait time.

I know a number of online casinos are using it now, William Hill were testing it previously. In my previous job we had to integrate it for on-boarding customers from certain countries to view "adult content" and it was effortless. Maybe the price per customer for that system got too much for Mr Green for them to consider it long term.

 

[vinylweatherman]

This is just for ID verification that the UKGC require. It is just a partial KYC. At some point you will need to submit all the other docs as per usual

This is still the biggest hurdle, especially for UK players, because the UK doesn't have a national ID card. Another problem is the push towards paperless billing. This means that even players who drive and travel find another hurdle in the way to receiving their withdrawal.

Now, it seems my WATER supplier have just jumped on the paperless billing bandwagon, and they only bill once a year. In the past, water and council tax bills have always been posted, and thus for three months of every year paperless billing isn't a problem when it comes to getting verified.

Some companies even force paperless billing on the customer.

Eventually, I may become too old to play online, and I will have to retire. It mainly depends on how long the DVLA are satisfied with my fitness to drive.

 

[mina1929]

You may only find out that you can't when you win and they confiscate it because you used Neteller.

It was ok for me to use Neteller at Betspin for my country anyway Like Tirilej said, this is not Casino Cruise

 

[Tirilej]

Ouch, and is that using Netverify or have they gone manual again? I automatically verified with them about 2 years ago, no wait time.

I know a number of online casinos are using it now, William Hill were testing it previously. In my previous job we had to integrate it for on-boarding customers from certain countries to view "adult content" and it was effortless. Maybe the price per customer for that system got too much for Mr Green for them to consider it long term.

I have no idea but people had to manually send in things. It was different issues but a few had already been verified earlier.
I've don't play there because you can never know when you'll get paid.

 

[brianmon]

Really? I used Neteller and used all the bonuses this week at Betspin, I could not find anything about not using Neteller. Can you tell me where it states that I must of missed it.

In the general bonus terms (from the link at the bottom of the homepage) and also referenced in the current 4 days of promotions



If It is wrong then they've lost a few hundred pounds worth of deposits from me this week. Because I would have deposited on each of the 4 days.

Also Neteller deposits are free. If I use my debit card, they charge 2.5%

 

[Tirilej]

In the general bonus terms (from the link at the bottom of the homepage) and also referenced in the current 4 days of promotions

If It is wrong then they've lost a few hundred pounds worth of deposits from me this week. Because I would have deposited on each of the 4 days.

Also Neteller deposits are free. If I use my debit card, they charge 2.5%

You're from the uk so that is for you. You're not wrong.
The rest of us was allowed to use Neteller/Skrill and those rules is not listed for us. Sad but true.

 

[vinylweatherman]

In the general bonus terms (from the link at the bottom of the homepage) and also referenced in the current 4 days of promotions

View attachment 67569

If It is wrong then they've lost a few hundred pounds worth of deposits from me this week. Because I would have deposited on each of the 4 days.

Also Neteller deposits are free. If I use my debit card, they charge 2.5%

They should not be charging for DEBIT cards, they have a fixed transaction fee, not a percentage like credit cards. This makes no sense because Neteller charge far more than debit cards, the casino is trying to steer players away from Neteller, so they make Neteller deposits free and hit debit card users with a significant charge. Effectively, they are charging 2.5% of your deposit for the privilege of having a bonus because you can't claim them with the method that lets you deposit for free.

The true test is whether someone manages to WITHDRAW after taking a bonus with Neteller. The problem isn't one of not being able to get the bonus, even at Casino Cruise. The problem is that the system will credit the bonus on a Neteller deposit even if it's not permitted to take that bonus.

Maybe it's also free to deposit with Paysafe, which is also Neteller, just a different one of their payment products.

 

[brianmon]

Maybe it's also free to deposit with Paysafe, which is also Neteller, just a different one of their payment products.

Yeah, Skrill, Neteller and Paysafe are all free at both Betspin and Rizk.

And they both charge 2.5% on all Visa transactions

 

[Harry_BKK]

They should not be charging for DEBIT cards, they have a fixed transaction fee, not a percentage like credit cards. This makes no sense because Neteller charge far more than debit cards, the casino is trying to steer players away from Neteller, so they make Neteller deposits free and hit debit card users with a significant charge. Effectively, they are charging 2.5% of your deposit for the privilege of having a bonus because you can't claim them with the method that lets you deposit for free.

The true test is whether someone manages to WITHDRAW after taking a bonus with Neteller. The problem isn't one of not being able to get the bonus, even at Casino Cruise. The problem is that the system will credit the bonus on a Neteller deposit even if it's not permitted to take that bonus.

Maybe it's also free to deposit with Paysafe, which is also Neteller, just a different one of their payment products.

It is again because of the repeated fraud happening and that coming a lot from the UK, hence they have no choice as those syndicates are using mostly Neteller, Skrill etc. and not bank cards.

However, I find it ridiculous that they charge 2.5% on Debit Cards as Visa/MC is charging them only a fixed fee, i think it is something like 50p/transaction.

 

[vinylweatherman]

It is again because of the repeated fraud happening and that coming a lot from the UK, hence they have no choice as those syndicates are using mostly Neteller, Skrill etc. and not bank cards.

However, I find it ridiculous that they charge 2.5% on Debit Cards as Visa/MC is charging them only a fixed fee, i think it is something like 50p/transaction.

They should tackle Neteller over this problem, not just abandon players. Neteller would do something about the problem if they felt casinos were taking it seriously enough to hit Neteller in the pocket. However, it seems casinos are not willing to fall out with Neteller, even though the problem is SO bad that ordinary players are getting hammered in the crossfire.

Of course, maybe it's not "fraud" at all, just casinos deciding that a perfectly ordinary activity is "fraud" in the same way that some say playing Blackjack well is "fraud", or that playing with the intention of winning is "fraud".


Maybe it's all a ruse to steer players away from Neteller and over to using debit cards, for which they can charge 2.5% of all deposits to cover their fixed 50p per transaction fee. This would be a "nice little earner" to actually make a tidy PROFIT from deposit fees charged to players, as opposed to eating the costs, or extracting only a partial recovery from the players. I doubt Neteller is free either, but casinos are still prepared to eat the Neteller deposit fees DESPITE the fact that they get all this "fraud" via Neteller, and Neteller sees no reason to address it.

 

[Tirilej]

They should tackle Neteller over this problem, not just abandon players. Neteller would do something about the problem if they felt casinos were taking it seriously enough to hit Neteller in the pocket. However, it seems casinos are not willing to fall out with Neteller, even though the problem is SO bad that ordinary players are getting hammered in the crossfire.

Of course, maybe it's not "fraud" at all, just casinos deciding that a perfectly ordinary activity is "fraud" in the same way that some say playing Blackjack well is "fraud", or that playing with the intention of winning is "fraud".


Maybe it's all a ruse to steer players away from Neteller and over to using debit cards, for which they can charge 2.5% of all deposits to cover their fixed 50p per transaction fee. This would be a "nice little earner" to actually make a tidy PROFIT from deposit fees charged to players, as opposed to eating the costs, or extracting only a partial recovery from the players. I doubt Neteller is free either, but casinos are still prepared to eat the Neteller deposit fees DESPITE the fact that they get all this "fraud" via Neteller, and Neteller sees no reason to address it.

I don't know what you're trying to do here VWM. I thought you were a little smarter than that and I feel really disappointed.

You're saying that this group is lying about there being any Neteller fraud but they claim that to be able to profit from Card deposits.

These guys have proved to be honest and I belive them a 100%!!

 

[interlog]

Lost me here Deeplay. I get the rant but why would you stop playing at Rizk and Betspin? Completely different companies, staff, methodologies etc

Different Companies all in name only more likely. You share the same offices and when I earlier this year had problems with my account at Rizk, the CS representative was very "helpful" and told me my Guts account was closed too. That wouldn't happen if they were different Companies.

 

[dunover]

Different Companies all in name only more likely. You share the same offices and when I earlier this year had problems with my account at Rizk, the CS representative was very "helpful" and told me my Guts account was closed too. That wouldn't happen if they were different Companies.

This goes back to my complaint to Yits ages back when the Rizk CS agent miraculously reactivated my Guts account while on live chat, but later I was told this HADN'T happened by Yits as the Rizk CS wasn't able act on Guts, only Rizk. Yet the Guts was closed (I tried it) during chat then open a minute after that failed try, while still on the same chat. Never did get an explanation.

Last night (after reading Capt. Rizk's post regarding they've now re-opened Rizk accounts like mine that weren't KYC'd and shut after 72 hours automatically by auto-verifying them remotely) I had a small deposit at Rizk and then found I am still SE'd from Guts! So something is clearly a bit odd with these sites under the Guts license - it appears you CAN play at one while SE'd from another.

 

[miksaxxx]

If someone SE from any of igamingcloud platform casinos , is account SE from every igamingcloud platform casino's ?

many guestions..

Different Companies all in name only more likely. You share the same offices and when I earlier this year had problems with my account at Rizk, the CS representative was very "helpful" and told me my Guts account was closed too. That wouldn't happen if they were different Companies.

 

[interlog]

This goes back to my complaint to Yits ages back when the Rizk CS agent miraculously reactivated my Guts account while on live chat, but later I was told this HADN'T happened by Yits as the Rizk CS wasn't able act on Guts, only Rizk. Yet the Guts was closed (I tried it) during chat then open a minute after that failed try, while still on the same chat. Never did get an explanation.

Last night (after reading Capt. Rizk's post regarding they've now re-opened Rizk accounts like mine that weren't KYC'd and shut after 72 hours automatically by auto-verifying them remotely) I had a small deposit at Rizk and then found I am still SE'd from Guts! So something is clearly a bit odd with these sites under the Guts license - it appears you CAN play at one while SE'd from another.

Yes, my Guts account has now changed from it being blocked, to KYC documents required. Rizk account is still blocked.