Question Guts verification issues

MissRuthless

Registered
Joined
Nov 6, 2013
Location
Australia
Hi,

Who to contact to help assist with verification at Guts for my partner ?
He has been playing there like 2 years, now over a $400 withdrawl of his they want his ID< he is sure he did it when he signed up like 2 yrs ago.

Ok so he sent his drivers license, the bank statement they wanted, the bank card photo they wanted, they want a utility bill of the last 3 months these he cannot do, bills are in my name not his, he sent the lease agreement as well... and everytime he replies to them in email they just send a generic auto response of what he has to provide.

This is bullshit.

Why the hell should he or anyone need to provide so much docs its ridiculous, they want a utility for proof of address, do they not even read the drivers license for this ?

So what can he do now, since emails are ignored, not read and just seems like a generic response he gets - his money he has not been able to have for like 8 days now /sigh and its just $400 lol

He never had these issues when he was withdrawing $800+
 

mimi26

Meister Member
Joined
May 17, 2012
Location
uk
wow how times have changed!

when I verified it was done in less than an hour and there was no generic emails, have Guts not got a contact number?, no use emailing rep here.


actually go to live chat and explain your frustrations
 

MissRuthless

Registered
Joined
Nov 6, 2013
Location
Australia
live chat is useless he tried them, they tell him to contact support its just crap - how much ID do these people want for verification seems dodgy
drivers license shows your photo AND address......... issue is a utility bill or a government document, what a joke, he is fuming and he is one unusual patient man but I think he is ready to tell them to get stuffed once he gets his money.

Which I dont blame him, kind of causes a lack of trust issue if he had ever won big to ever feel he would never get his money, if you get what I mean
 

mimi26

Meister Member
Joined
May 17, 2012
Location
uk
I understand its very frustrating, tell him to go to live chat and demand an answer now! emails are not being answered he has sent enough ID and you feel like your money is being held to ransom

Talking about verification another thing that irritates me is casinos asking for wage slips and bank statements, I would seriously tell them to f off, that is personal info, some are taking this KYC to the extreme.

What is wrong with GUTS lately! they need to sort themselves out, I rarely heard people complaining about their CS but its getting a bit of a habit now
 

danchop

Newbie member
Joined
Sep 20, 2016
Location
new zealand
i had the exact same problem a couple of nights ago,no utility bills are in my name.I sent in my vehicle registration bill ---Declined,then my monthly account for fuel----Declined.So i got on to live chat and after explaining i dont recieve utility bills under my name,they spoke to the security people and i was allowed to screenshot my banks website where my address was loaded and i sent it through live chat.So they sorted it in 15 odd minutes.
It has to be something issued recently so unless your driver licence is newish it wont be accepted i spose.My take is the KYC is to do with money laundering laws
 

Mamarazzi

Newbie member
Joined
Oct 2, 2016
Location
Worldwide
Cool that it's been finally sorted out. It's a bit ridiculous that all casinos follow the same templates regarding customer verification. It gave me a hard time a year ago (not with Guts though) - the bills were not containing my name and I sent all documents I was having then. Only via everyday emailing and chatting I got verified and my documents were accepted. The casinos usually say that this is not their requirement but what the authorities tell them to do. I wonder whether it's true and stated in some documents.
 

MissRuthless

Registered
Joined
Nov 6, 2013
Location
Australia
It's just the way it is.

Guts are a great Casino there has never been a doubt on that for me. Everything is sorted and great for my partner now. He has no worries and can play freely now,without the verification over his head.

he was just frustrated at the time.
 

eddiesdad

Full Member
Joined
Apr 6, 2014
Location
the pub
i eventually gave up at guts,they lost my verification after 2 years and would not accept the scans i sent of my bank statement,maybe they do not want low rollers like me anymore.
 

Mamarazzi

Newbie member
Joined
Oct 2, 2016
Location
Worldwide
i eventually gave up at guts,they lost my verification after 2 years and would not accept the scans i sent of my bank statement,maybe they do not want low rollers like me anymore.

There must be a record in "Outbound mails" of your mailbox. Did you try to send them a screenshot of that?
 
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