GUTS - verification Process / SLOW

[argentus]

Hi Guys,

what do you think?

After some deposits i was lucky and hit some good Bonuses. Cashed out and everything was fine so far.
Then i deposited some more and surprisingly was lucky again ;-) Whoop!
I have 2 withdrawls waiting for approval now.
As I came over the limit of 2.300,-- total withdrawl amounts i had to verify.
So far, so normal.

I sent all requested documents.
Now they tell me, the review of verfication documents will dure 24-72!! hours! and on weekends they don´t verify at all?
and unless verfied i cant get my withdrawls (normal, but the time for the withdrawl then comes on top...)

What do you think? For me that is very poor customer service and i am surprised they ever won the Casinomeister award.
Other Casinos need one hour or at maximum one day for review the documents.

Cheers.

 

[Tirilej]

There are good and bad ways of complaining.

You could have said. Wow, I have won over 2 300 at Guts and have sent all the documents. Do you think it really will take 72 hours?

Now with that tone I don't feel like telling you that they will probably do it much faster, but sometimes they have a lot to do so it's just a time they set as a guarantee.
I could also have said congratulation to that big win but that feeling got lost while reading your post.

You could have verified before starting to play.

I'm sure you will get your money and that award they got they certainly deserved back then!

 

[argentus]

There are good and bad ways of complaining.

You could have said. Wow, I have won over 2 300 at Guts and have sent all the documents. Do you think it really will take 72 hours?

Well, i am not that "Wowed".... i said Whoop ;-) okay? I play casinos for years and surely have dep. over 100K and maybe only cashed out like 70K.
I am not that amazed ;-) And with my losses i pay for Service in Casinos and stuff and so on.

I just really wonder, that they tell me, that the don´t verify on weekends... A place that is opened 24/7 and earning money 24/7 you can really assume that they are also working 24/7.
Otherways: Great concept. Earning money without being there...

Cheers for your answer anyway. I am not afraid, that i dont get my money. I expect that. But i expect it faster. Thats my imagination of a modern casino.

 

[Tirilej]

Well, i am not that "Wowed".... i said Whoop ;-) okay? I play casinos for years and surely have dep. over 100K and maybe only cashed out like 70K.
I am not that amazed ;-) And with my losses i pay for Service in Casinos and stuff and so on.

I just really wonder, that they tell me, that the don´t verify on weekends... A place that is opened 24/7 and earning money 24/7 you can really assume that they are also working 24/7.
Otherways: Great concept. Earning money without being there...

Cheers for your answer anyway. I am not afraid, that i dont get my money. I expect that. But i expect it faster. Thats my imagination of a modern casino.

Well there are humans working there! You either chose to accept that with some patience and a smile or you'll end up being a bitter person just demanding things
Also if you're never prepared to wait I suggest you always make sure that you're verified before you start playing. Problem solved!

 

[Jono777]

Patience - Good things come to those who wait!

The main thing in all this is you WILL get paid (providing of course you've not done anything silly or broke any T&C's)

Yes there are casinos out there who may be faster at KYC/payouts etc but there are also a lot who are slower or won't pay at all!!!!

Take a deep breath, go find something to occupy yourself for a while and the funds will be with you soon

 

[argentus]

I know humans are working there and i am not bitter at all.
Yes, i will be patient and wait and i thank for your replies to that case.

All i wanted to know, if you think it´s a fair deal to wait that long. For me an answer that includes "some casinos don´t pay at all" is not satisfying at all and kind old school
I only choose casinos with a good reputation or i would never play for thousands of euros.

But you are both definitly right, that i also could have done it before. I absolutely agree with that.
:notworthy

 

[Tirilej]

I know humans are working there and i am not bitter at all.
Yes, i will be patient and wait and i thank for your replies to that case.

All i wanted to know, if you think it´s a fair deal to wait that long. For me an answer that includes "some casinos don´t pay at all" is not satisfying at all and kind old school
I only choose casinos with a good reputation or i would never play for thousands of euros.

But you are both definitly right, that i also could have done it before. I absolutely agree with that.
:notworthy

That sounded a lot better

Now I can tell what I feel about waiting for getting verified. I hate waiting and I think we all do. I often wonder what they are doing and why they don't take mine first.
But then I think a bit longer and i realize that there are many players and that ukgc are asking casinos to verify their customers within 72 hours. They can't hire as much people as needed at certain times, and it can be tough getting the right people in too. It's not always an easy job. So yes, it's a fair deal.

Guts are good though and they will get it done as soon as they can! Please update so we'll know how long it took.

 

[Jono777]

For me an answer that includes "some casinos don´t pay at all" is not satisfying at all and kind old school

I prefer Knowledgeable and experienced

Hope you get things sorted favorably and soon

 

[Harry_BKK]

I know humans are working there and i am not bitter at all.
Yes, i will be patient and wait and i thank for your replies to that case.

All i wanted to know, if you think it´s a fair deal to wait that long. For me an answer that includes "some casinos don´t pay at all" is not satisfying at all and kind old school
I only choose casinos with a good reputation or i would never play for thousands of euros.

But you are both definitly right, that i also could have done it before. I absolutely agree with that.
:notworthy

Register --> Verify --> Deposit --> Play!

The only way to go these days if you want to avoid experiences like yours. I have been following that simple rule ever since i started playing online some 20 years ago and NEVER ever waited for my withdrawals more than it should.

 

[BlaCGaming]

Register --> Verify --> Deposit --> Play!

The only way to go these days if you want to avoid experiences like yours. I have been following that simple rule ever since i started playing online some 20 years ago and NEVER ever waited for my withdrawals more than it should.

Recently came across something that I didn´t expect. Sunmaker/Sunnyplayer etc. allow you to upload documents. So far so good. They go into "pending" and I wait. I ask the chat how long it will take approx.

They tell me this:

Documents won´t get checked until I request a withdrawal

I like their sites and games but this is such a non-sense thing to do in my opinion. Begs the question why they even bother setting up an upload system.

 

[Harry_BKK]

Recently came across something that I didn´t expect. Sunmaker/Sunnyplayer etc. allow you to upload documents. So far so good. They go into "pending" and I wait. I ask the chat how long it will take approx.

They tell me this:

Documents won´t get checked until I request a withdrawal

I like their sites and games but this is such a non-sense thing to do in my opinion. Begs the question why they even bother setting up an upload system.

Had that case as well at a few casinos in the past but i simply told them: "no verification" --> NO DEPOSIT. You should have seen how quickly my account got verified on each occasion.

 

[Webzcas]

Hi Guys,

what do you think?

After some deposits i was lucky and hit some good Bonuses. Cashed out and everything was fine so far.
Then i deposited some more and surprisingly was lucky again ;-) Whoop!
I have 2 withdrawls waiting for approval now.
As I came over the limit of 2.300,-- total withdrawl amounts i had to verify.
So far, so normal.

I sent all requested documents.
Now they tell me, the review of verfication documents will dure 24-72!! hours! and on weekends they don´t verify at all?
and unless verfied i cant get my withdrawls (normal, but the time for the withdrawl then comes on top...)

What do you think? For me that is very poor customer service and i am surprised they ever won the Casinomeister award.
Other Casinos need one hour or at maximum one day for review the documents.

Cheers.

That happened to me, just before a bank holiday weekend also. Yes, 72 hours is slow for verifying docs ( Casumo for instance took a couple of hours tops ), but once done, you will find Guts are well worthy of their high score here at Casinomeister.

They are one of the fastest paying accredited casinos. Just stick with it. The 72 hours will pass soon enough.

 

[sjikkerdennis]

Recently came across something that I didn´t expect. Sunmaker/Sunnyplayer etc. allow you to upload documents. So far so good. They go into "pending" and I wait. I ask the chat how long it will take approx.

They tell me this:

Documents won´t get checked until I request a withdrawal

I like their sites and games but this is such a non-sense thing to do in my opinion. Begs the question why they even bother setting up an upload system.

Some casino's choose to do this, because they have a lot of registrations and no that much depositers / withdrawls. If they must check every register with documents, It could have a negative impact on the persons who did make a withdrawal rewquest. My experiance is that the most of the casino's check the docs very soon so you can play as much as you want! Withdrawals won't take any time anymore!

 

[BlaCGaming]

Some casino's choose to do this, because they have a lot of registrations and no that much depositers / withdrawls. If they must check every register with documents, It could have a negative impact on the persons who did make a withdrawal rewquest. My experiance is that the most of the casino's check the docs very soon so you can play as much as you want! Withdrawals won't take any time anymore!

Well registrations are one thing, but not many people upload their documents until they withdraw, and even then they sometimes don´t have to unless it exceeds 2300€, so I don´t think checking a few documents should have that much impact, and if it does, they should resort to manual requesting and remove a system that allows user uploads. Don´t offer what you can´t deliver

 

[sjikkerdennis]

Well registrations are one thing, but not many people upload their documents until they withdraw, and even then they sometimes don´t have to unless it exceeds 2300€, so I don´t think checking a few documents should have that much impact, and if it does, they should resort to manual requesting and remove a system that allows user uploads. Don´t offer what you can´t deliver

Absolutely true! So I also think the most casino's will check it! If they don't do that as in the example, this could be a reason. Not saying that this is a good thing!

 

[paul7388]

I can see his point about slow verification.

And its alright saying verify before you deposit but it doesnt always work out.

I was verified at Guts then a couple of months ago when i withdrew i got told i needed to reverify some crap about reaching over certain amount even tho that was reason i had to verify in first place.

Anyway took them couple of days to tell me documents weren't correct. Then in total it took about a week of sending and waiting ages to get asked to resend. Unlike couple of years ago when live chat dealt with it as you were on it.

 

[Valhalla]

Register --> Verify --> Deposit --> Play!

The only way to go these days if you want to avoid experiences like yours. I have been following that simple rule ever since i started playing online some 20 years ago and NEVER ever waited for my withdrawals more than it should.

I wish I had followed this advice years ago (I wish I had seen it of course). God the heartache I could've been saved
Nowadays though I do exactly this whilst following my new rule* of only playing at fast paying casinos. It's stress free if you win

*I made the mistake of playing at Luxury Casino recently, and got a big win, and couldn't be arsed waiting 48hrs so blew the lot because I'm an impatient old git. Hey ho. Live and learn.

 

[Deeplay]

Guts is strange for this I have been asked around 4 times in 2 years to re- verify my account.
Last time was a few weeks ago. Sent in passport *4th time same one
and new util bill (which are getting harder to find as most of my bills are paid online now )

then they took like 2 days to get back to me only to say they need a secondary UTIL bill.

totally ridiculous. I gave up im not so desperate and deposited elsewhere. I will leave it at that now. It gets tiring having to send in so many documents time and again.

Many other great places to DEPOSIT at without all this hassle.

 

[Webzcas]

Guts is strange for this I have been asked around 4 times in 2 years to re- verify my account.

I've been asked twice in total since I registered there a couple of years ago also.

 

[argentus]

UPDATE: Account verified. Total time: around 50 hours...

 

[sueyh]

Guts is a good casino, but I think more than 48 hours to verify..it is too slow. Many casinos verify an account really quick like Videoslots, Casumo within a few hours, so I'm not sure why it is so slow with Guts. I think if some casinos can do "fast withdrawal", "fast verification", all the casino can do same, I think they just CHOOSE not to.

Anyway, congratulation on your winning, and glad to hear you are verified now.

 

[bigbear]

Recently came across something that I didn´t expect. Sunmaker/Sunnyplayer etc. allow you to upload documents. So far so good. They go into "pending" and I wait. I ask the chat how long it will take approx.

They tell me this:

Documents won´t get checked until I request a withdrawal

I like their sites and games but this is such a non-sense thing to do in my opinion. Begs the question why they even bother setting up an upload system.

And I had exactly the opposite at Redbet where I made and lost my first deposit but was not allowed to make a second deposit until my documents had been sent and verified.So it seems that each casino sets its own procedures for this issue.

 

[BeardyGuts]

I played a bit on Guts maybe 2 years ago... had a major hassle withdrawing so once i got my money i gave up and never went back. I had to verify my account which was the problem took an age compared to other sites.

Fast forward to Jan got a bit fed up with the usual guys and decided to give Guts another bash. They were still highly rated on here so thought should be ok.
Lost a fair bit over the space of Jan-Mar (2k).... then hit a good run and withdrew around 1k. Now i still haven't actually received the money but we are on day number 23 of my 'withdrawal' and i have got an email saying everything is in order now so i am expecting it tomorrow hopefully.

Now its not entirely Guts fault i moved address and forgot to change my account details. So after the first 72 hours from sending my information i was told to update everything. Done... then i sent a black and white bank statement instead of colour.... took them about 1-2 days to tell me this. i cant even remember the whole story to be honest.

In fairness they did nothing wrong on there end...they make it clear every response is 24-72 hours and in fairness they follow that... never got a response quicker or slower than that. I made mistakes, not changing address, sending b&w bank statements etc. Hence why i never said anything on here to moan about it.

But what was incredibly frustrating was 24-72 hours to respond to each thing. I mean surely its a 2 min thing to open a file see its b&w and then reply. I ended up getting the distinct feeling they would sit on something before replying. If i recall correctly Guts and Rizk are linked... well either the Guts team spend all there time helping Rizk or its two comletely different teams because Rizk was around 30 mins max to verify my account and that was a £200 deposit into like 4k.

In summary i will likely never play on Guts again... unless i forget about all the hassle in 2 years time

EDIT: After posting this i log back into Guts... my 1k is back in my account... so i wont be getting my money tomorrow. Apparently i have to withdraw to the card i used last but there is no message or email telling me to do that... like most site....

 

[JLincognito]

Funny how they don't make you verify to deposit; only to withdraw.

They don't seem to care where the money comes from; only where it goes.

Also funny how you have to verify to withdraw to your own bank account or credit card that you initially deposited with.

 

[dionysus]

Funny how they don't make you verify to deposit; only to withdraw.

They don't seem to care where the money comes from; only where it goes.

Also funny how you have to verify to withdraw to your own bank account or credit card that you initially deposited with.

No not really. It would be completely impractical, time consuming and a waste of resources. Players who want to pop a twenty in to try the site don't want to wait through a verification process but will happily to withdraw a.few.hundred or thousand. There's also procedures casinos need to follow legally one concern of which is money laundering...I mean you can't launder it by sticking it in but you can by sticking it in and taking it out. All the reasons have been addressed by many reps over the yrs if you're inclined to look.

 

[JLincognito]

No not really. It would be completely impractical, time consuming and a waste of resources. Players who want to pop a twenty in to try the site don't want to wait through a verification process but will happily to withdraw a.few.hundred or thousand. There's also procedures casinos need to follow legally one concern of which is money laundering...I mean you can't launder it by sticking it in but you can by sticking it in and taking it out. All the reasons have been addressed by many reps over the yrs if you're inclined to look.

Time consuming and a waste of resources. Yes, maybe.

But if casinos asked you to verify upon registering and before your initial deposit, then when you have a big win you are already verified and you can have a quicker withdrawal and more enjoyable experience. This would lead to happier customers and greater customer retention.

It takes me longer to fill out the registration at a casino than it does to attach 3 documents to an email for verification purposes.

They don't seem to care about the money that comes in, but they sure do when they have to pay it out.

I wasn't talking about money laundering (I was talking about player identification). Money laundering I would do at a land based casino. Walk in with a pocket full of cash, gamble, win or lose a bit, then cash out and leave the casino with a cheque and take it straight to the bank and say "I WON!!!".

 

[dionysus]

You might not consider money laundering online..Sadly others do.
As to verification up front..nothing is preventing you from sending the docs in when you sign up and requesting verification. If the casino chooses not to you can opt to always play elsewhere. And while as you say sending in docs takes less time as registering that's fine and dandy but not all verifications are cut and dry...just because some take moments others do require deeper scrutiny.

 

[lockinlove]

UPDATE: Account verified. Total time: around 50 hours...

Thats pretty slow to say the least. Any casino I verify with is 24 hours or less so not sure why they take so long.

Its great to give advice like verify yourself first but some people dont like to give out their documents if they dont need to. I certainly dont. I provide my documents when asked. And if I need to wait a little bit extra, thats fine. If I have a bad experience with a casino or it makes me feel off, well I can feel safe I didnt hand over my documents.

 

[mcgameboy]

Register --> Verify --> Deposit --> Play!

The only way to go these days if you want to avoid experiences like yours. I have been following that simple rule ever since i started playing online some 20 years ago and NEVER ever waited for my withdrawals more than it should.

If only that were entirely true Harry.

On Sunday, I made a withdrawal request at Rizk, where I made sure I got my account fully verified before I made my first deposit there back in February last year.

Anyhow, within an hour, I get an e-mail. Documents required. Reason: Under terms of their MLA licence, I need to verify my account because my total cashouts have exceeded £2,300. The thing is though, my total cashouts at Rizk exceeded £2,300 on January 11th. Why did they wait more than two months to address this? CBA syndrome?

Fast forward from Sunday to now. Despite repeated uploads of documents in an attempt to get my account fully RE-VERIFIED, I am STILL waiting on my documents getting approved. And I didn't even get a basic courtesy e-mail telling me that my most recent uploaded document was rejected
either. If I hadn't logged into my account, I'd have been none the wiser. Not cool.

What was even less cool than that was when I went to live chat asking for an explanation why they didn't bother their ass sending me an e-mail, they claimed to have sent me one. Well guess what? I never got that e-mail. And that was even after I did a full and thorough check of both my inbox and junk folders. I log into my e-mail at least once daily, so a junk e-mail gets no chance of going from "junk" to "trash" without me seeing it first. So can't be arsed sending an e-mail, followed by a blatant lie claiming to have sent one. Now I'm getting the distinct feeling that I'm being jerked around like a fucking champ.

And guess what the original e-mail (the one with the request for the documents) said? Once you get your account verified, you won't have to do it again. Well they said that very same thing back in February last year, so basically, they lied. Again. Am I really supposed to believe them this time as well? And I should point out I have never TAB'ed, SE'ed or cooled off from any of the three MT Secure Trade casinos that I have an account at, so they don't have that as an excuse to fall back on as justification for the delays either.

Either way, I have the withdrawal locked and it's staying that way until it's processed. And I ain't putting a penny in any of the three casinos until it's processed either. They have quite literally gone out of their way to piss me off as much as they possibly could. I am not a happy camper right now.
I took steps to ensure that this bullshit (the stuff that Rizk claims not to have any of) would NOT happen and it's been all for nought.

I don't get this crap at Sky Vegas, Bet365, Betway or Gala, NONE of which are accredited here. Yet some of the accredited casinos seem to be obsessed with putting up roadblocks. And they wonder why their punters get pissed off because they won't get their shit together, while at the same time demanding that we get OUR shit together or else they won't pay us our winnings? I mean come on....it makes you wonder what is the fucking point in even bothering.

 

[Harry_BKK]

That is so untypically Rizk but indeed very bad CS in your case. You would think they would be more pro-active in making sure a punter keeps playing at their casino.

I had one case where a casino asked me for re-verification but i was given 2 weeks to provide the docs and when i couldn't it was extended by another 2 weeks (this was due to the Thai language problem). During that time my withdrawals were paid in minutes as usual (hint, hint, you should know now who that casino was ). So it is possible to give some leeway in such cases, especially when you have been a regular with the casino for some time.

In regards to Rizk, contacting the Captain has always solved the very few issues I had. And lately, I communicated only with the VIP team and they have been just as helpful, to be honest.

Still, I think my procedure when joining a new casino is still the best way to go when opening a new account.

Hope you get it sorted soon mate

If only that were entirely true Harry.

On Sunday, I made a withdrawal request at Rizk, where I made sure I got my account fully verified before I made my first deposit there back in February last year.

Anyhow, within an hour, I get an e-mail. Documents required. Reason: Under terms of their MLA licence, I need to verify my account because my total cashouts have exceeded £2,300. The thing is though, my total cashouts at Rizk exceeded £2,300 on January 11th. Why did they wait more than two months to address this? CBA syndrome?

Fast forward from Sunday to now. Despite repeated uploads of documents in an attempt to get my account fully RE-VERIFIED, I am STILL waiting on my documents getting approved. And I didn't even get a basic courtesy e-mail telling me that my most recent uploaded document was rejected
either. If I hadn't logged into my account, I'd have been none the wiser. Not cool.

What was even less cool than that was when I went to live chat asking for an explanation why they didn't bother their ass sending me an e-mail, they claimed to have sent me one. Well guess what? I never got that e-mail. And that was even after I did a full and thorough check of both my inbox and junk folders. I log into my e-mail at least once daily, so a junk e-mail gets no chance of going from "junk" to "trash" without me seeing it first. So can't be arsed sending an e-mail, followed by a blatant lie claiming to have sent one. Now I'm getting the distinct feeling that I'm being jerked around like a fucking champ.

And guess what the original e-mail (the one with the request for the documents) said? Once you get your account verified, you won't have to do it again. Well they said that very same thing back in February last year, so basically, they lied. Again. Am I really supposed to believe them this time as well? And I should point out I have never TAB'ed, SE'ed or cooled off from any of the three MT Secure Trade casinos that I have an account at, so they don't have that as an excuse to fall back on as justification for the delays either.

Either way, I have the withdrawal locked and it's staying that way until it's processed. And I ain't putting a penny in any of the three casinos until it's processed either. They have quite literally gone out of their way to piss me off as much as they possibly could. I am not a happy camper right now.
I took steps to ensure that this bullshit (the stuff that Rizk claims not to have any of) would NOT happen and it's been all for nought.

I don't get this crap at Sky Vegas, Bet365, Betway or Gala, NONE of which are accredited here. Yet some of the accredited casinos seem to be obsessed with putting up roadblocks. And they wonder why their punters get pissed off because they won't get their shit together, while at the same time demanding that we get OUR shit together or else they won't pay us our winnings? I mean come on....it makes you wonder what is the fucking point in even bothering.