- Joined
- Jul 2, 2013
- Location
- uk
Hi All , i hope i am in the correct place to ask for some advice and that you can take a few minutes to post a reply .
I had accounts at Rizk and Guts .
I started playing at guts in the afternoon depositing somewhere in the region of £600 , as per usual the deposits slowly drained away after 6 hours or so.
I left my computer and went for a coffee , when i returned i had been logged out , when i attempted to log back in it said 'user is self excluded '
I went on to chat and they said i was self excluded from Rizk and because of that i could not play at any of the company sites .
I argued that i was cooling off and not self excluded but the chat rep was adamant and informed me that all accounts were now locked ...at this point i simply said well in that case you may as well close them permanently as i have been playing the same game for 6 hours and now i have no chance to recover any of those funds.
.............
The next day i sent a message to both reps ...both replied saying that cooling off and self excluded are dealt with in the same manner but the captain did stress that he would 'sort this to my satisfaction ' and ask what outcome would be suitable to me ........after 3 days and no email i asked again today and received the reply to the effect off ...this isnt my problem please deal with Guts ( fair enough)
...................
So my question is :
As they considered me to be self excluded i would not have been entitled to any winnings ....if that is correct then surely they should return the deposits as there was never any upside for me ?
It may well be that i am wrong (but it seems logical as the casino cant have it both ways ) , i would accept that i am wrong if the consensus on here is that i have misread the situation ....please let me know your thoughts .
One final point ...guts initial response was very succinct and to the point without offering any real solution or advice . the Captains emails were very helpful and full of promise and left me in no doubt that this would be resolved , however todays reply was more or less 'not my problem ' ...its easy to promise action but to be exceptional you need to deliver !
Finally :
I have asked the question ...If i had won would you have paid me ...i have not received a reply , the question was ignored .
Thanks
copy of my latest message to gut is CC below ( i will not paste PM's to me unless i am allowed to do so).
I had accounts at Rizk and Guts .
I started playing at guts in the afternoon depositing somewhere in the region of £600 , as per usual the deposits slowly drained away after 6 hours or so.
I left my computer and went for a coffee , when i returned i had been logged out , when i attempted to log back in it said 'user is self excluded '
I went on to chat and they said i was self excluded from Rizk and because of that i could not play at any of the company sites .
I argued that i was cooling off and not self excluded but the chat rep was adamant and informed me that all accounts were now locked ...at this point i simply said well in that case you may as well close them permanently as i have been playing the same game for 6 hours and now i have no chance to recover any of those funds.
.............
The next day i sent a message to both reps ...both replied saying that cooling off and self excluded are dealt with in the same manner but the captain did stress that he would 'sort this to my satisfaction ' and ask what outcome would be suitable to me ........after 3 days and no email i asked again today and received the reply to the effect off ...this isnt my problem please deal with Guts ( fair enough)
...................
So my question is :
As they considered me to be self excluded i would not have been entitled to any winnings ....if that is correct then surely they should return the deposits as there was never any upside for me ?
It may well be that i am wrong (but it seems logical as the casino cant have it both ways ) , i would accept that i am wrong if the consensus on here is that i have misread the situation ....please let me know your thoughts .
One final point ...guts initial response was very succinct and to the point without offering any real solution or advice . the Captains emails were very helpful and full of promise and left me in no doubt that this would be resolved , however todays reply was more or less 'not my problem ' ...its easy to promise action but to be exceptional you need to deliver !
Finally :
I have asked the question ...If i had won would you have paid me ...i have not received a reply , the question was ignored .
Thanks
copy of my latest message to gut is CC below ( i will not paste PM's to me unless i am allowed to do so).