Left scratching my head with Guts

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
I just went to log into my account at Guts and it says blocked so I go to live chat and she says I can’t give you any information but it’s something to do with bonus terms and conditions. Apart from the welcome bonus I don’t remember having any other sort from Guts. Apparently it’s a management decision and can’t be reopened. I can send an email to Guts support if I wish. Personally I think it’s pretty bad form if they can’t email me with an explanation as to why it’s been closed. I have always played in good faith and have never deposited more than £20 at a time there so if I have done something wrong it’s been a complete accident and I would like to know what it is and at least have the chance to avoid it happening somewhere else. I feel like I have been sent to Coventry without a having a trial.
 

theapple

Dormant account
Joined
Dec 5, 2013
Location
far far away
i had my Guts acc closed like that a few years ago. Out of blue i couldnt login, so i contacted support and they were like... oops and reopened it for me. A couple of months later it happened again. I havent bothered trying to sort it out again and figured im better off playing elsewhere :p
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Well I have had verification from the rep that my account is closed full stop. Reason given I MAY have breached rule 13.4 in their terms and conditions. It doesn’t actually state clearly what that rule is. Imo it’s open to interpretation. When I asked the rep to be a little more detailed and informative they said they don’t have access to that kind of information.:confused:
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
That's not a rule you can breach, but just something they can use if they don't want you as a customer.

It's odd that they can't tell you why though. Do you only play when you get a bonus?
 

goatwack

I’ll have the cleavage, I mean the special
CAG
Joined
Aug 29, 2012
Location
Londonia
I don't think some reps have as much influence as we're led to believe

Seems like a case of either bonus usage as mentioned, or not liking your deposit ratio :D
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
I don't think some reps have as much influence as we're led to believe
I think it's a bit of a grab-bag; some have full autonomy to make changes and access accts, and some are merely glorified CSR with 0 access to accts or the backend and merey liase with upper mngment, which makes sense
I find it best to build a rapport with your acct manager whenever able
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
That's not a rule you can breach, but just something they can use if they don't want you as a customer.

It's odd that they can't tell you why though. Do you only play when you get a bonus?
No apart from the welcome bonus I am sure I have never had 1. I don’t think I have ever deposited more than £20 in one go and I have never won anything significant. I am totally bewildered by the whole event.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
No apart from the welcome bonus I am sure I have never had 1. I don’t think I have ever deposited more than £20 in one go and I have never won anything significant. I am totally bewildered by the whole event.

...and no rude comments to support about them having low rtp or games being rigged? :D

It's a bit sad when things like that happen and we don't know why. What have we done? There is a reason but if you've never had any trouble with them then I understand why you're puzzled.
Probably not much you can do though but stick to those that appreciate your money.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
the rep was in less than an hour ago - perhaps pm and flag them to this thread, even if for no more than 'i have pmed you'
...and no rude comments to support about them having low rtp or games being rigged? :D

It's a bit sad when things like that happen and we don't know why. What have we done? There is a reason but if you've never had any trouble with them then I understand why you're puzzled.
Probably not much you can do though but stick to those that appreciate your money.
I have never contacted their support I have never needed to until this fiasco. If they want to close my account that’s their prerogative but at least have the decency to contact the person via email and state why instead of making them feel like a criminal that’s been found guilty but as far as anybody knows no crime was committed.
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
Had it happen to me once - find it odd and annoying that they don’t give a reason. Presume it wasn’t cos they suspected I was Walter White and didn’t want to tip off, as iv not had the police at my door (unless the ML waiting list is quite long)

You lose, they get money.

You win, they lose money but more than likely they’ll see it back as psychologically you see them as your lucky joint.

So, what’s the problem ;-)
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
No joy with the rep here so I went back to live chat. It’s now more about principle I liked the layout of Guts and never had any problems at all but there are plenty of other places to play. I explained to the live chat that I just want to know what I did wrong. They said they would look into it and email me. Basically it is deduced that patterns say that I may have attempted to abuse the bonus system. I play at 2 of their other sites and opened the accounts between 10 and 12 months ago. Apart from the initial welcome bonus I would say off the top of my head if I have had another 10 in all that time that is the max as that group rarely offer me a bonus. I would go as far as to say that I would be surprised if any of my last 60 or 70 deposits had an attached bonus. If any reps from those casinos want to check it out and prove me wrong feel free to do so. It’s odd that I have asked Guts for more detailed info and they won’t provide any. I feel it’s more the fact I am not a viable prospect as off the top of my head I would say that after a year I am slightly in front or somewhere near. If this was not the case why would they close my account if I lose long term anyway.
 
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