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Very Poor GUTS Casino

Discussion in 'Online Casinos' started by pmhcfc, Mar 9, 2015.

    Mar 9, 2015
  1. pmhcfc

    pmhcfc Experienced Member

    Occupation:
    Not working
    Location:
    UK
    Hi

    Just wondering why GUTS casino have such a high rating. Been coming on Casinomeister for years an trust everything that is written here by the wonderful peeople who run this site...I am just a tad confused re what is said about GUTS.

    Currently GUTS have some known technical issues with their systems and some NetEnt games. This is resulting in such things as games constantly freezng and, worse still, losing free spins in the bonus round. As an example, several bonus rounds won on Dead or Alive yet only getting 11 free spins and not 12.

    Now if they are aware, surely they should be letting new players aware of these (and other) problems before they actually join, or at least when they join? GIven the choice, would anyone join a casino if they knew they may well experience several different types of frustrations as well as potentially lose money by not getting the amount of free spins they should?

    I am hesitant to call it greed, the fact that a casino lets new people join knowing they have technical issues but even so, I am not sure they deserve such a high rating here if this is the case.

    Apologies if this has already been discussed prior to my post but I just thought I would mention it...Good or bad (about any casino if it is correct information) should be, in my opinion, shared on these pages.

    Mr Reed is supposedly the top man there and he sends out a 'personal' Email when you join, encourging you to contact him if you have any problems, yet two (2) days passed without a reply (let alone an acknowlegement) and a second Email had to be written to a customer service agent to envoke a reply....Not exactly great service is it?
     
  2. Mar 9, 2015
  3. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    Trust me u dont get 11 spins, u still get 12 spins, its just the lag/tech problems that sometimes 1st spin of free spins is not showng, how i know is that i started couple of bonus rounds with 11 spins but 1 wild already frozen on the screen which would mean the 1st spin just didnt show but it did play out

    Also its not just guts, its couple more casinos with oddsmatrix/everymatrix brand experiencing exact same problem

    Also they are rated so highly for their service which is hassle free withdrawals, no delaying tactics, wager free free spins, good bonuses, selection of games etc
     
    2 people like this.
  4. Mar 9, 2015
  5. Valhalla

    Valhalla The Professional MM

    Occupation:
    Poker Player
    Location:
    Northern Ireland
    Agreed.

    It would be unfair to hold Guts accountable for problems that are genuinely out of their control. Can safely say that a solid operation such as Guts would not in a millions years allow such problems to persist if it were in their power to fix them. Alas, even the best of establishments are at the mercy of software/server providers.
     
    3 people like this.
  6. Mar 9, 2015
  7. pmhcfc

    pmhcfc Experienced Member

    Occupation:
    Not working
    Location:
    UK
    Fully appreciate what you're saying and if people here say they are good, then I am not going to argue.

    My point is that they should really let new players know is all and put their minds at rest with a simple message about the ongoing problems they are currently experiencing.
     
  8. Mar 10, 2015
  9. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I can see where your coming from, But it is really out of there hands, I can say that out of all the sites than this is about the only casino that shuts it operation down when there is some big problems,

    Also its about time odd/evrymatrix get some ribbing, There giving casino a bad press and been going on for a while now, I really do not no how the whole operation works but if I was involved with there platform than I would of been looking for alternatives a long time ago,
     
    1 person likes this.
  10. Mar 10, 2015
  11. rshkrn

    rshkrn Senior Member

    Occupation:
    unemployed
    Location:
    Asia
    While am a huge fan of guts and truly enjoy my experience there......some of the technical issues are rather annoying....like the lag and sudden errors....especially when the same games are working fine elsewhere,

    Giving them the benefit of doubt, hope they can get everything sorted quickly....
     
  12. Mar 10, 2015
  13. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    Frustrating, yes. Totally their fault, no.
    People will complain much faster and louder when one of the great casinos has something amiss, because they are one of the great casinos and expectations are set very high, and I think because they are the ones who actually listen to their customers and react quickly and adequately when something is amiss in the first place.

    Could they have handled certain aspects of the downtime etc. a bit better? Probably.
    Do I feel they heard the frustration and did 110% of what they could to resolve the issue... absolutely.

    Still one of the best casinos out there. My guess is there was a programming issue discovered at some micro-level that threw a monkey wrench into the mix for NetEnt games....and now a patch is needed. Same things as the MG tournaments issues, took forever to fix, but I think they finally have that solved now. Not without a lot of posts, complaints, theories etc. No admission of what the reasoning was behind the issues, dragged out forever, but was eventually quietly fixed.
     
    1 person likes this.
  14. Mar 10, 2015
  15. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Guts has its fair share of problems especially technical ones but one thing is for sure. Their staff especially that guy Ben gives absolutely everything to ensure problems are solved amicably. A year or more ago I registered at Guts and was surprised to find out that they did not accept Ecopay which was my only method of depositing. Normally I expect casinos to tell me they will be having it in a month or so. Some casinos, even accredited ones, to this very day, just shrug their shoulders and say 'tough luck, we still dont have it'. Not Ben who refuses to give up. He worked tirelessly to activate Ecocard at Guts and within a day or two I was happily depositing. I had many more pleasant experiences there and while I am a difficult customer I am unable to fault them.
     
    1 person likes this.
  16. Mar 10, 2015
  17. CasinoBen

    CasinoBen Accredited Casino Representative

    Occupation:
    Managing Director
    Location:
    Marbella
    Hi Everyone,

    Again I am sorry for the issues you have experienced and trust me that we are doing everything that we can do from our side to assist in the fixing of the issues but as it is on EM's side there is not much we can do other than trouble shoot.

    The latest from EM is:
    We have built a new operational team with one of the best and oldest developers in our company. He was working on another project and we brought him to lead the new team. he's in charge of increasing performance and solve such issues. I will speak to him again about all these issues and gamelags and I will keep you posted as I get more feedback from him.

    I know that they are working on this around the clock so I need to have faith that they will solve the issues and things were looking like they were getting better over the weekend.

    The Dead or Alive issue is sitting with Netent as it is not on EM's side and it is not an issue that is affecting all players. I cannot replicate it but people I know can so it has Netent a bit stumped.

    Sorry, wish I could say that this is fixed 100% but when we think everything is OK we get problems again.

    Best regards,

    Ben
     
    12 people like this.
  18. Mar 10, 2015
  19. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    One should take into account that the problems may not be on Guts' side, but they are still the company that has hired EM, and Guts is the one who is delivering the end product to their customers, so obviously one can blame them for not providing a better service.
     
    2 people like this.
  20. Mar 10, 2015
  21. MissRuthless

    MissRuthless Experienced Member

    Occupation:
    Over Worked Under Paid
    Location:
    Australia

    I have lost so much money since I won little while ago, it aint funny.
    Never seen games suck me so dry so fast.

    MG games wont load, and when it did, it bled me dry in minutes lol

    Then the error codes were occuring again, this time error code 0 /sigh

    Deposit, bled dry, deposit, cannot play MG errors, play netEnt, broke in moments, play MG when it works, broke in minutes. Ah the Joy of bad days.

    Then try and deposit a small amount and I cannot deposit because there are errors, and I try later and says I need to be logged in to deposit, but I am already logged in lol.

    Bad days at Guts for 5 days now or so. All after my nice win.

    And do I blame the Casino ? No, but its annoying as hell that there is no warning, or anything so people are aware, for instance if you wanted to play MG but games dont load, so play something else, that maybe you didnt really want to play but did anyway.

    I dont know what the issues are or why they are happening and seeming to be worse now, but I do know that...


    Guts does deserve their High rating, they really are a Great Casino, its just unfortunate timing, I guess on my behalf, that all issues are happening for me (and others) at the moment.

    I still support Guts as no.1 Casino out there.

    Even though I have had worst run after my win and not just by losses but by all the damn issues and even right now.

    I still love playing at Guts, except I might wait a week or 2 before I go back, give them time to get the issues resolved. :thumbsup:
     
    2 people like this.
  22. Mar 10, 2015
  23. Rob802

    Rob802 Dormant account

    Occupation:
    fisherman
    Location:
    Lake Cowichan BC canada
    problems

    I have been playing on another site slots millions and they are haveing problems too so its not just guts have being getting lots errors on normal play and on free spins
     
  24. Mar 10, 2015
  25. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London
    Their rep Ben is without doubt the best in the business (imo) , thats pretty much why. Good enough for most to overlook the technical issues
     
    Last edited: Mar 10, 2015
    1 person likes this.
  26. Mar 10, 2015
  27. pmhcfc

    pmhcfc Experienced Member

    Occupation:
    Not working
    Location:
    UK
    Fair enough and I am sure we all appreciate your lengthy and helpful reply, I know I do....But just quickly on the other hand, I still think it's a poor show when a casino boss still hasn't replied to a personal Email 4 days after it was written. meh...Might be best to avoid until all the problems are sorted.
     
  28. Mar 10, 2015
  29. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    Are you talking about Ben? He has been allways answered , when he has right answer ( usually in minutes ) . Or your email has been some kind of ridicilius. .

    I today played at guts , 2 times lagged a while. But one of the places where I can deposit without anything to fear. .
     
    1 person likes this.
  30. Mar 10, 2015
  31. Jakestar

    Jakestar Senior Member

    Occupation:
    Aircraft Pushback Driver
    Location:
    Australia
    Yeah guys, enough with the complaining. It's only temporary. The site still works, you can login, deposit and play. Yes it has a bit of lag, so what, just work around it. They want it resolved more than anyone.
     
    2 people like this.
  32. Mar 11, 2015
  33. pmhcfc

    pmhcfc Experienced Member

    Occupation:
    Not working
    Location:
    UK
    Yeah, with all the complaining...I mean, God forbid a casino with a decent rating here gets complained about! - perish the thought.
     
  34. Mar 12, 2015
  35. Webzcas

    Webzcas Winter is Coming! Staff Member

    Occupation:
    Webmaster
    Location:
    Block S25, South Stand, Ashton Gate, BS3
    Funnily enough, I am in the middle of reviewing Guts and signed up yesterday. This thread kind of explains why I have experienced several technical issues, such as disconnections and lag.

    Still waiting for my docs to be approved since early yesterday afternoon though, with a cashout in pending status for some 18 odd hours. Will update once everything has been approved and processed.

    I might change my custom title from 'Oh Basso Oh Basso' to 'Mystery Shopper' :D
     
  36. Mar 12, 2015
  37. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    I am guessing it must be a large cashout if not im surprised its taking so long. My first few withdrawals were quick and never needed to send documents it was only my 4th withdrawal it took a bit longer as they requested documents and took a while to get them reviewed but even then that was only about 5 hours on a Saturday as needed to resend them etc.

    Once they had verified them that cashout was paid in less than an hour.
     
  38. Mar 12, 2015
  39. Webzcas

    Webzcas Winter is Coming! Staff Member

    Occupation:
    Webmaster
    Location:
    Block S25, South Stand, Ashton Gate, BS3
    Only £500 minus the processing fee they charge. Not large at all IMO.
     

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