Feedback Your Guts Casinomeister Team are here

Guts

Accredited Casino Representative
Good Evening,

We recognise that your experience with Guts Casino through Casinomeister has not been in line with any of our expectations. We are genuinely sorry about this and have been working hard to put together a small team of colleagues that are determined to win back your respect.

If you have any questions at all regarding your Guts playing experience (or if you just fancy a chat :) ) please do let us know and we will be happy to help.

Your Guts Casinomeister Team
 

colinsunderland

Experienced Member
webmeister
MM
How about you respond to some of the questions in the existing thread? For me it would be the one about data protection issues. It seems you cannot access previous KYC documents according to live chats people have been having, despite Rosie saying different.

What guarantees do we have our data is being processed correctly and securely?

Hopefully you can resolve the issues people are having and restore confidence in you, as you were an excellent casino in the past :)
 

Guts

Accredited Casino Representative
How about you respond to some of the questions in the existing thread? For me it would be the one about data protection issues. It seems you cannot access previous KYC documents according to live chats people have been having, despite Rosie saying different.

What guarantees do we have our data is being processed correctly and securely?

Hopefully you can resolve the issues people are having and restore confidence in you, as you were an excellent casino in the past :)
Valid point, we are just going through the forum now and ensuring some of the threads that are still open receive a resolution.

Naturally we take data within the business extremely seriously. Unfortunately confusion was caused by our lack of explanation previously. We can access previous documents. They are held within a document repository and can be accessed by colleagues with the relevant authorisation. Rather than explain this we (I believe it was actually on two occasions) just said they do not have access to the documents in question.

We are sorry for the frustration caused with this. This along with the requests for document verification could have been handled better. Therefore if any of our players has concern regarding the verification request please do message us directly and we will be happy to clarify and support so that you get a quick resolution.

Hope this clarifies the situation a bit further.

Your Guts Casinomeister Team
 

paul7388

Meister Member
MM
Valid point, we are just going through the forum now and ensuring some of the threads that are still open receive a resolution.

Naturally we take data within the business extremely seriously. Unfortunately confusion was caused by our lack of explanation previously. We can access previous documents. They are held within a document repository and can be accessed by colleagues with the relevant authorisation. Rather than explain this we (I believe it was actually on two occasions) just said they do not have access to the documents in question.

We are sorry for the frustration caused with this. This along with the requests for document verification could have been handled better. Therefore if any of our players has concern regarding the verification request please do message us directly and we will be happy to clarify and support so that you get a quick resolution.

Hope this clarifies the situation a bit further.

Your Guts Casinomeister Team
Okay if that is the case can you explain why customers that had been asked for verification for reaching withdrawal amounts who verified their accounts suddenly years later when attempting a withdrawal got notified they needed to verify their account to withdraw again and were given many various excuses as to why.

After all a verified account with no changes to any details should not need to be reverified no other casino asks it.
 

colinsunderland

Experienced Member
webmeister
MM
Valid point, we are just going through the forum now and ensuring some of the threads that are still open receive a resolution.

Naturally we take data within the business extremely seriously. Unfortunately confusion was caused by our lack of explanation previously. We can access previous documents. They are held within a document repository and can be accessed by colleagues with the relevant authorisation. Rather than explain this we (I believe it was actually on two occasions) just said they do not have access to the documents in question.

We are sorry for the frustration caused with this. This along with the requests for document verification could have been handled better. Therefore if any of our players has concern regarding the verification request please do message us directly and we will be happy to clarify and support so that you get a quick resolution.

Hope this clarifies the situation a bit further.

Your Guts Casinomeister Team
Thanks for the fast reply, however it doesn't exactly explain things as Paul has said above.
What would convince me is, if I ask you for my documents you hold from 2014 to be sent back to me via email, would you be able to do it? If they are easily accessible then I don't see it would be a problem?
 

Guts

Accredited Casino Representative
Okay if that is the case can you explain why customers that had been asked for verification for reaching withdrawal amounts who verified their accounts suddenly years later when attempting a withdrawal got notified they needed to verify their account to withdraw again and were given many various excuses as to why.

After all a verified account with no changes to any details should not need to be reverified no other casino asks it.
This was a mistake on our part. We have checked 3 different scenarios where this occurred and it was down to our colleagues not reading the notes properly. Each case had lots of notes as they were accounts that had been active for a long time.
They didn't see the verification icon ticked so assumed that the documents did not exist. If they had read the notes however, they would have seen that they do exist in the document repository that safeguards all documents that are held before the migration to our new system.

We appreciate this being a mistake will not give you confidence but we feel transparency is important and it is up to us to make sure these mistakes reduce dramatically.

Regards
Your Guts Casinomeister Team
 

paul7388

Meister Member
MM
This was a mistake on our part. We have checked 3 different scenarios where this occurred and it was down to our colleagues not reading the notes properly. Each case had lots of notes as they were accounts that had been active for a long time.
They didn't see the verification icon ticked so assumed that the documents did not exist. If they had read the notes however, they would have seen that they do exist in the document repository that safeguards all documents that are held before the migration to our new system.

We appreciate this being a mistake will not give you confidence but we feel transparency is important and it is up to us to make sure these mistakes reduce dramatically.

Regards
Your Guts Casinomeister Team
I appreciate what you are saying.

But when this happened i explained several times my account was verified. I was told different excuses as to why it needed reverified. Also fact it took best part of a week to reverify seeing as it takes a day now for them to email back that documents are not acceptable and live chat no longer helps you verify. Was pretty poor the whole experience.

And also after migration i requested a withdrawal. Was told onlive chat that i needed to make another deposit by Neteller before i could withdraw . That being the Neteller account that was already verified and used numerous times to deposit. Could not get an explanation as to why my Neteller details were no longer there.

To be honest it was those things that basically made me give up and have rarely used Guts since.
 

Guts

Accredited Casino Representative
Thanks for the fast reply, however it doesn't exactly explain things as Paul has said above.
What would convince me is, if I ask you for my documents you hold from 2014 to be sent back to me via email, would you be able to do it? If they are easily accessible then I don't see it would be a problem?
Hi Colin,

Allow us to ask our compliance colleagues this question, we believe there are some security reasons that may impact us sending documents back without a Subject Access Request (SAR). However please allow me sometime to confirm so we give you the right answer. Naturally, if we are able to we will immediately.

Regards
Your Guts Casinomeister Team
 

Guts

Accredited Casino Representative
I appreciate what you are saying.

But when this happened i explained several times my account was verified. I was told different excuses as to why it needed reverified. Also fact it took best part of a week to reverify seeing as it takes a day now for them to email back that documents are not acceptable and live chat no longer helps you verify. Was pretty poor the whole experience.

And also after migration i requested a withdrawal. Was told onlive chat that i needed to make another deposit by Neteller before i could withdraw . That being the Neteller account that was already verified and used numerous times to deposit. Could not get an explanation as to why my Neteller details were no longer there.

To be honest it was those things that basically made me give up and have rarely used Guts since.
We can completely understand why you would have lost motivation in enjoying our Guts Casino. At this stage could you please send your Guts Casino username or registered email address and we will immediately look into this for you. We appreciate this is a little late but the least you deserve is a thorough response.

Regards
Your Guts Casinomeister Team
 

colinsunderland

Experienced Member
webmeister
MM
Hi Colin,

Allow us to ask our compliance colleagues this question, we believe there are some security reasons that may impact us sending documents back without a Subject Access Request (SAR). However please allow me sometime to confirm so we give you the right answer. Naturally, if we are able to we will immediately.

Regards
Your Guts Casinomeister Team
No problem, and I will of course confirm on here that you haven't lost and are able to access documents on the old system.

I'm not sure what the security concerns would be, as if you can respond to a SAR with the documents then the security concern would surely still exist :confused:

I have no problem doing a SAR though if thats what is required, presumably there won't be a charge for that? I'll send it over this evening if it would help :)
 

Guts

Accredited Casino Representative
Hi Colin,

Allow us to ask our compliance colleagues this question, we believe there are some security reasons that may impact us sending documents back without a Subject Access Request (SAR). However please allow me sometime to confirm so we give you the right answer. Naturally, if we are able to we will immediately.

Regards
Your Guts Casinomeister Team
A quick update, we have sent a message to our compliance team and are awaiting a response. We'll keep following up and will let you know shortly.

Regards
Your Guts Casinomeister Team
 

Guts

Accredited Casino Representative
No problem, and I will of course confirm on here that you haven't lost and are able to access documents on the old system.

I'm not sure what the security concerns would be, as if you can respond to a SAR with the documents then the security concern would surely still exist :confused:

I have no problem doing a SAR though if thats what is required, presumably there won't be a charge for that? I'll send it over this evening if it would help :)
Hi Colin,

We may have crossed messages, we just replied with a quick note to let you know that we are following this up and will advise you shortly.

Regards
Your Guts Casinomeister Team
 

Guts

Accredited Casino Representative
Hi all,

We will be switching off for the evening now but back in again tomorrow morning. We will make sure any questions from this evening are answered tomorrow.

Thank you for your patience.

Have a fantastic evening and a lucky one if you get a chance to enjoy our Guts casino.

Regards
Your Guts Casinomeister Team
 

Tirilej

Still a Lady
CAG
MM
Hi all,

We will be switching off for the evening now but back in again tomorrow morning. We will make sure any questions from this evening are answered tomorrow.

Thank you for your patience.

Have a fantastic evening and a lucky one if you get a chance to enjoy our Guts casino.

Regards
Your Guts Casinomeister Team
Nice to see you in here trying to get some respect back :thumbsup:

I just wonder how many you are? A casinomeister Team special for us:D
Will this be an account used by one nameless person speaking for the whole company, or will it be different people posting and answering pm's?
Are Rosie still a rep here and if she is are we suppose to send pm's to her or to you? Maybe she's part of the team :)

Besides that I don't have any issues. The games has been running great the last week, and you have paid within two hours every time...except for tonight where I'm still waiting after 5 hours. I survive waiting.

Edit: Got paid exactly the same moment I posted :)
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
I too noticed today that gameplay is smooth again. Keep up the good work and we all appreciate your renewed presence on Casinomeister:D
 

Guts

Accredited Casino Representative
Nice to see you in here trying to get some respect back :thumbsup:

I just wonder how many you are? A casinomeister Team special for us:D
Will this be an account used by one nameless person speaking for the whole company, or will it be different people posting and answering pm's?
Are Rosie still a rep here and if she is are we suppose to send pm's to her or to you? Maybe she's part of the team :)

Besides that I don't have any issues. The games has been running great the last week, and you have paid within two hours every time...except for tonight where I'm still waiting after 5 hours. I survive waiting.

Edit: Got paid exactly the same moment I posted :)
Hi Tirilej,

Good question - We'll answer in the main thread as it is probably a question others will ask or wonder.

In terms of your payments, it's nice to see that you recognise we pay as quickly as possible. If you do wait more than 2 hours please fee free to PM us.

Regards
Your Guts Casinomeister Team
 

Guts

Accredited Casino Representative
Good Morning all from Your Guts Casinomeister Team

Good morning,

Please do get in touch if you have an enquiry.

We have been asked how it will work moving forwards. As we have stated several times last night we recognise we have not been as effective as we should have been with our communication in this forum. We appreciate that many of you have lost confidence. The way we intend to fix this and restore your confidence is by dedicating a small team to our forums.

Our team are trained and ready to help you at any time. Our contact hours will be 09:30 - 20:00 Monday - Sunday. We are focused on providing a quick and accurate response. Where we do not know the answer we will be transparent with this and seek to find the answer for you so please be patient in these scenarios.

We are happy to take any comments or feedback in the forum but depending on the subject matter we may have to respond in a direct message.

Have a fantastic day and a lucky one if you are playing on our Guts Casino!

Regards
Your Guts Casinomeister team
 

Guts

Accredited Casino Representative
I too noticed today that gameplay is smooth again. Keep up the good work and we all appreciate your renewed presence on Casinomeister:D
Thank you Mouche.

Our talented developers are working hard to make sure your playing experience is as enjoyable as possible!

Great feedback to see!

Regards
Your Guts Casinomeister Team
 

Guts

Accredited Casino Representative
I really enjoyed playing at Guts and would again if Australian laws wasn't so stupid :)
We enjoyed having you Mina.

One day you may get to enjoy our Guts casino again...

Have a great day!

Regards
Your Guts Casinomeister Team
 
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