Problems with deposits at Guts

[Mouche12]

Today, some 2 hours ago, I made a deposit which was debited from my Neteller account but not credited to my casino account at Guts. CSR was a bit evasive and said that I would be informed if and when this was solved by their finance dept. I haven't heard anything since. It may, according to her, take 1 hour or a couple of days...!

Also, she was not willing to credit my account based on the fact that I had submitted proof of the amount being debited from my Neteller account.

Very poor move, never happened to me before, and it also seems to affect players who want to make a withdrawal. Because of the CSR's evasiveness I am a bit worried that Guts' finance dept. will not be able to locate my deposit for the next couple of days/weeks/never??.

Don't deposit until this has been resolved!!

 

[hedgehok]

Happened to me before too at 32red and it took them more than 72 hours to locate the Neteller deposit and credit my account manually.

You shouldn't be afraid that your deposit is lost though. Just be patient. It's a pain but not much you can do.

 

[Jono777]

More reassurance here!

Happened to me about a fortnight ago at Cyber Club Casino (Caddell), took approx 12 hours for balance to show correct even tho it was clear at the top of my online statement where the funds had gone!

Bit of a frustration that night as it was the last of my budget for that week but I did get my dosh!

 

[Mouche12]

Happened to me before too at 32red and it took them more than 72 hours to locate the Neteller deposit and credit my account manually.

You shouldn't be afraid that your deposit is lost though. Just be patient. It's a pain but not much you can do.

Did you receive any form of compensation for the inconvenience? I have asked for that too, but it's uncertain whether I will get any. 32Red too then did not accept proof in the form of a screenshot that the amount was debited from your Neteller account? They first had to locate the amount in order to credit it manually, poor move IMO.

 

[hedgehok]

Did you receive any form of compensation for the inconvenience? I have asked for that too, but it's uncertain whether I will get any. 32Red too then did not accept proof in the form of a screenshot that the amount was debited from your Neteller account? They first had to locate the amount in order to credit it manually, poor move IMO.

Yes I sent them a screenshot iirc. Didn't get compensation though - I didn't ask for any.

They will need to find the deposit manually in their merchant account at Neteller. So it's a matter of how much they like you. If they are nice, and they should be, because you are a nice person, they check their merchant account ASAP and credit your account. Have you contacted the rep?

 

[mcgameboy]

Similar-ish experience for me at Betway using a Debit Mastercard late in January.

Made a deposit but it failed. Made another attempt at depositing which was successful.
Got a mini statement a few days later and found I had been billed by Betway twice.
Logged into Betway to get the matter resolved via live chat, only to find funds in my account for the amount I was billed.

Hedgehok is right. It won't be lost but you will unfortunately have no alternative but to wait it out. It's frustrating I know.

Also, the CS agent may not have decision-making powers with regard to such matters, even if you provided compelling evidence that you're acting with complete honesty. That puts her in a tricky spot and might explain why she appeared to be evasive. She may simply be doing nothing more sinister than obeying her list of DOs and DON'Ts.

And don't rule out the possibility that GUTS will apologise and give you a small comp for the inconvenience caused. They did that for me once when a withdrawal payment was delayed.

 

[Guts - Yits]

Hello Mouche12/all readers,

We apologise, our cashier & payments gateway crashed - it is now up again and all deps and withdrawals are working as they should. The latest regarding the missing deposits, as reported to me is that all missing deposits have been identified and sent to the payments gateway with the very highest priority for resolution, idem regarding any missing/delayed withdrawals.

Let me stress - I most certainly understand that you want a surrogate amount matching your delayed deposit, right there, right then. It's a logical request, but it's not really something we can do in most cases, because we know your deposit might come through any moment soon - and will be resolved in any case, with 100% certainty. At that stage, if CS give cash to one person, then all players will expect the same and CS will be flooded and it will result in everyone being disappointed. Furthermore, we would be unable to block the deposit that was debited from your payment account- meaning it would likely arrive nevertheless.

I know that this is not exactly ideal, but we are a company with 3rd party dependencies and the payments gateway crash appears to have been on their end as far as we can assess at the moment. I hope you can understand our inability to immediately add the funds in light of this explanation.

@mouche12 - I'll also reach out to you via PM, please bear with us.

BR

Yits

Today, some 2 hours ago, I made a deposit which was debited from my Neteller account but not credited to my casino account at Guts. CSR was a bit evasive and said that I would be informed if and when this was solved by their finance dept. I haven't heard anything since. It may, according to her, take 1 hour or a couple of days...!

Also, she was not willing to credit my account based on the fact that I had submitted proof of the amount being debited from my Neteller account.

Very poor move, never happened to me before, and it also seems to affect players who want to make a withdrawal. Because of the CSR's evasiveness I am a bit worried that Guts' finance dept. will not be able to locate my deposit for the next couple of days/weeks/never??.

Don't deposit until this has been resolved!!

 

[Mouche12]

I understand Yits, and just PMed you back, thanks for the $25 compensation, much appreciated! (That's the GUTS we know and have come to love!)