Guts Support & KYC Document Request

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
.. I HAVE TO PAY TO CHECK MY CREDIT REPORT !! :eek:

I'm glad I cut right down with online casino accounts !! Now I only play with the cream of the crop casinos :cheers:

Actually not true ;-) Noodle give unlimited free access to your credit report. :thumbsup:
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
Hi,

that's highly unusual, sorry for any trouble caused. Please PM your guts details and I'll have the guys look at it on Monday.

Y

Whats happend to Guts support they take an age to answer live chat .... and I have sent a number of mails no reply ....

they blocked my account cause they needed KYC documents. Fine sent them in on Monday was told 24 to 48 hours. Checked yesterday
when i did get through to support they told me it will be sooner 24 hours or less. Today nothing ....


Sent yes another email asking when they think they will approve my documents (all in order same ones I use for every casino )

still no reply. Crap way to treat a customer and clueless support who fob me off with the same answer "they will be verified soon"


:mad:
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
It's true that Guts and the platform group behind it are growing rapidly, and i believe the team in question has as many as 4-5 vacancies at the moment due to an exponential increase in workload and traffic, they are hiring as fast as possible.

Having said that though, over 72 hours is still well beyond their average, even taking into consideration the recent increase I mention above.

As stated, Ill take it up with the guys on Monday, and will update thread accordingly.

Y

Yeah, seems to be a common subject with them lately. Getting a bit big now I suspect. When I started play there 2 years or so back verified and paid in about 19 minutes IIRC.
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
The talk of sacking an entire company of well-meaning humans might be a tad over the top? But you are, of course, entitled to your opinion.

Some casinos will strive to be the best when starting out, and for a while Guts were untouchable. Personnel come and go.....

Probably not what they once were but in this industry you can't rest on your laurels. Customer service is paramount!

Maintaining that standard of excellence is difficult as there is no accounting for what 'ensemble' is currently running the show.

Sack the lot of them and start anew I say :eek::eek::eek::eek:
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
Pls PM me your details so I can send it thorugh for investigation and get back to you.

Thanks in advance,

Y

Yep after waiting 15 minutes on live support to answer me she came back and said your account is blocked because you have SE from Rizk ... im like WTF my rizk account is open ... I was actually logged into Rizk when she said that. I rare if ever use SE and only use TAB every now and then. Explained to her the situation that I was actually in Rizk ... another wait ... then oh yes sorry thats not the issue its just the ID department are busy you will hear from them by the end of today .... same as I was told yesterday. Im not holding my breath.
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
There was no downtime that I know of at the time of posting Jon, but I'll chase for you.

..and now their whole website has gone down, literally 30 seconds after I deposited and lit a cig.

After last night's shenanigans at Thrills I'm just about ready to call it a day with this pointless slotting lark.

Seem to spend more time cursing lag and disconnections than I do enjoying a few spins.

Edit: - 4th disconnection already :mad:
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
No other providers should be affected by the netent removal - they run on separate third party systems

Opened fine here - I just logged in to make sure they keep to their word and that none of my achievements are wiped with their NetEnt removal. (my TDKR is at 42 spins x4 @$3 - ill go right bloody mental that gets wiped before my deppo next week)
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
Pls send me time and details (and any screenshots if they arise) so I can look into it.

Maybe it's a stealth 'Responsible Gambling' manoeuvre by the UKGC. Makes the games laggy as hell, mixed with a few disconnects.

Failing that, take the whole site down!

I had the 'you've been playing for' box pop up earlier too. It kept bugging out and not close, so I had to exit the game I was on :mad:

Truth be told though, there are worse things you could give up instead of slotting/ gambling. I ain't gonna tell you not to do it!
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
Goatwack, also pls send PM with details - I'll chase...provided you don't call me a wanker please.

Well, now you're talking! We can understand you now Deeplay!

"Listen you dumbass, I do not have a self-exclusion at Rizk, I just want the fucking account verified. I was not laundering money, just want my bloody cash-out sometime in this century , if possible, you wankers!

kind regards, Deeplay"
 

MrSilver

Dormant account
Joined
May 7, 2016
Location
Dans un Casino près de chez vous...
My account with Rizk is also closed.. 48hrs after opening it :eek2: If you demand ID within 48hrs.. Bye

Well, Honestly....would Prefer a Casino who Demand ID Before any deposit or/and as soon you Open your Account, rather than....after requesting a withdraw which will takes days and you may Lost/voided/seized your money for X reason......therefore, if a Casino require you to do so..*Before*.....seem more legit to me, Annoying...yes? But would rather show up my ID FIRST.....once approved, then you may gamble like crazy! so if ever we do win 20k 50k....you're sure....you won't have any problem getting your money$ ;)

Unless, indeed you have something to Hide and have no ID or Proof of residence.....that's a sad unfortunate situation for you.....However, Casino have lots of Pressure due to money laundering and tons of Bonus abuses ects...


Anyways to Stay on the topic, Needless to say....this Guts problems, is kinda inappropriate and taking way too long to fix, specifically for a nice member like Deeplay :mad:
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
Sounds like UKGC requirements that we can't escape in order to be able to provide you guys with the service. PM me details, and I'll chase along with the others.

My account with Rizk is also closed.. 48hrs after opening it :eek2: If you demand ID within 48hrs.. Bye

:oops: But, hey.. At leaste you didn't take, take, take and then ask for ID :thumbsup: I've seen that casinos can find you on the electoral roll and also by credit reports... I HAVE TO PAY TO CHECK MY CREDIT REPORT !! :eek:

KYC is just another reason not to pay out in my eyes, I'll always see it like that :) There's so much to a casino that says "Fun" and then you see T&C's updated every other month (Like it or don't play here), max bets, KYC, laggy games (Only sometimes mind), random logouts and stupid amounts of wagering requirements.. There's the "Fun" gone :bubbles:

I'm glad I cut right down with online casino accounts !! Now I only play with the cream of the crop casinos :cheers:
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
We do ask UK players for ID after registration, alerting them that they have 72 hours to send in ID, as per UKGC rules.

I wish every casino would ask for I.D ASAP, Nothing worse than making a with draw than get the dreaded ask for doc's, I know you can send I.D in brfoe hand but some sites do not like this or be asked to sort out untill needed, Rizk has an onsite upload I.D so no messing about with emails etc,
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
It was, as far as I know, implemented out of security necessity, rather than choice. I can assure you it hurts every casino to have to restrict a payment method for welcome bonsues - it's literally a last resort and not meant personally to any genuine customer.

I am certain they are sorry for the hassle, and feel for you.

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%
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
Will chase and organise the seaparate complaints and issues tomorrow when the office is back to life - for those who I have missed quoting peronally - pls do PM me any necessary details so I can pile them through as part of this issue.
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
It was, as far as I know, implemented out of security necessity, rather than choice. I can assure you it hurts every casino to have to restrict a payment method for welcome bonsues - it's literally a last resort and not meant personally to any genuine customer.

I am certain they are sorry for the hassle, and feel for you.

It's not just the Welcome bonus though, I could understand if it was.

I use Neteller because I prefers to keep gambling transaction from my bank account, to a minimum, as do a lot of players.
So I'm hardly going to use my debit card (and pay 2.5%), just to take a reload bonus, especially if I've got a decent balance already sat in Neteller.
I'm obviously going to deposit at another site, who are also offering a bonus, and who accept Neteller.
Because there's nearly always a couple of casinos offering a bonus on any given day

So it's the casino losing out, not the customer.

Hopefully you're saving more from the 'fraud', than you're losing from genuine customers depositing elsewhere
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
Fair do's - can you take it up with the Betspin rep? See what they can do for you as I simply have no say in their policy - I can however mention that there are gripes I'm seeing.

It's not just the Welcome bonus though, I could understand if it was.

I use Neteller because I prefers to keep gambling transaction from my bank account, to a minimum, as do a lot of players.
So I'm hardly going to use my debit card (and pay 2.5%), just to take a reload bonus, especially if I've got a decent balance already sat in Neteller.
I'm obviously going to deposit at another site, who are also offering a bonus, and who accept Neteller.
Because there's nearly always a couple of casinos offering a bonus on any given day

So it's the casino losing out, not the customer.

Hopefully you're saving more from the 'fraud', than you're losing from genuine customers depositing elsewhere
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
Hi Deeplay,

Didn't receive any PM yet from yourself, but have looked at what I assume is your Guts account and can see that the guts restriction was lifted 3 days ago by support, as your exclusion at Rizk had apparently indeed ended. I can also see that it is the second time at least you have a temporary exclusion at Rizk that crosses over to Guts - please can you confirm publicly or or on PM (or both) what the resolution status is for you?

All the best for now - sorry for any hassle caused.

Y

Whats happend to Guts support they take an age to answer live chat .... and I have sent a number of mails no reply ....

they blocked my account cause they needed KYC documents. Fine sent them in on Monday was told 24 to 48 hours. Checked yesterday
when i did get through to support they told me it will be sooner 24 hours or less. Today nothing ....


Sent yes another email asking when they think they will approve my documents (all in order same ones I use for every casino )

still no reply. Crap way to treat a customer and clueless support who fob me off with the same answer "they will be verified soon"


:mad:
 

Guts - Yits

Dormant account
Joined
Aug 13, 2015
Location
Malta
This is incorrect, and I must defend my casino and the group behind it at this blatant misinformation and stoking.

IF you are in any way able to play at a sister site after self-excluding from another one, and that is in some way our fault - you WILL be refunded in full.

This statement only serves to sow misinformation and is borderline libelous. We are a responsible company, and if errors are made, we rectify them, even if it costs us money and if it takes some time to calculate, verify and sort out.

Please confirm to me why you believe this, and if necessary I'll be more than happy to get Bryan involved.

Yeap, you'll be blocked to all sister Site....Well, infact....at first, you'll probably be able to play and Deposit, but Once you win and try to withdraw....sadly it will be all seized! :mad:
 

DANB9191

Experienced Member
Joined
May 14, 2015
Location
United Kingdom
Well, Honestly....would Prefer a Casino who Demand ID Before any deposit or/and as soon you Open your Account, rather than....after requesting a withdraw which will takes days and you may Lost/voided/seized your money for X reason......therefore, if a Casino require you to do so..*Before*.....seem more legit to me, Annoying...yes? But would rather show up my ID FIRST.....once approved, then you may gamble like crazy! so if ever we do win 20k 50k....you're sure....you won't have any problem getting your money$ ;)

Unless, indeed you have something to Hide and have no ID or Proof of residence.....that's a sad unfortunate situation for you.....However, Casino have lots of Pressure due to money laundering and tons of Bonus abuses ects...


Anyways to Stay on the topic, Needless to say....this Guts problems, is kinda inappropriate and taking way too long to fix, specifically for a nice member like Deeplay :mad:

'But, hey.. At least you didn't take, take, take and then ask for ID' :rolleyes: I did throw that in there.
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
Ok well... Maybe it's free to some people :eek2: But a few do require a monthly payment !! Time to check out Noodle :thumbsup:

I nether knew it was free either, I know alot / mostly charge, there is some that give your some minor info but thats about it, I personally got free access to credit report as I signed up to talktalk (stupid I know) a few weeks before they got hacked and they sent all customers a free access to one credit report site site,
 

DANB9191

Experienced Member
Joined
May 14, 2015
Location
United Kingdom
I nether knew it was free either, I know alot / mostly charge, there is some that give your some minor info but thats about it, I personally got free access to credit report as I signed up to talktalk (stupid I know) a few weeks before they got hacked and they sent all customers a free access to one credit report site site,

:thumbsup: Lets go free
 

Captain Chaos

Dormant account
Joined
Apr 11, 2014
Location
United Kingdom
I nether knew it was free either, I know alot / mostly charge, there is some that give your some minor info but thats about it, I personally got free access to credit report as I signed up to talktalk (stupid I know) a few weeks before they got hacked and they sent all customers a free access to one credit report site site,

Noddle is run by a company called Call Credit. One of 3 main CR agencies in the UK. It's a totally free service. IIRC a few questions about what is on your report regarding who you bank with etc to verify you and that should be that really. However, do bear in mind that in order to get a totally accurate picture of your credit report you should seek to get the information from all of them (the others being Experian and Equifax). Some companies report to all 3. Some to only 2 and others to only 1 of the agencies. It's up to the company who they choose to report to. I have old loan agreements for instance that show up on 1 but not another.

I do recommend signing up though if you can. It's useful no matter how incomplete the information!

Sorry for any derail. Carry on! :thumbsup:
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
Hi Deeplay,

Didn't receive any PM yet from yourself, but have looked at what I assume is your Guts account and can see that the guts restriction was lifted 3 days ago by support, as your exclusion at Rizk had apparently indeed ended. I can also see that it is the second time at least you have a temporary exclusion at Rizk that crosses over to Guts - please can you confirm publicly or or on PM (or both) what the resolution status is for you?

All the best for now - sorry for any hassle caused.

Y

Hi will PM you tomorrow and update thread here just had no time as its been a holiday here and have been out n about. Thanks for responding though I will get back to you :thumbsup:
 
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