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Discussion in 'Online Casinos' started by Guts, Oct 26, 2017.

    Oct 26, 2017
  1. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
    Mr Green Affiliates likes this.
  2. Oct 26, 2017
  3. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    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 :)
     
  4. Oct 26, 2017
  5. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  6. Oct 26, 2017
  7. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    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.
     
  8. Oct 26, 2017
  9. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    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?
     
  10. Oct 26, 2017
  11. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  12. Oct 26, 2017
  13. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    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.
     
  14. Oct 26, 2017
  15. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  16. Oct 26, 2017
  17. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  18. Oct 26, 2017
  19. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    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 :)
     
  20. Oct 26, 2017
  21. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  22. Oct 26, 2017
  23. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  24. Oct 26, 2017
  25. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  26. Oct 26, 2017
  27. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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 :)
     
  28. Oct 26, 2017
  29. mina1929

    mina1929 Senior Member

    Occupation:
    Food Catering
    Location:
    World
    I really enjoyed playing at Guts and would again if Australian laws wasn't so stupid :)
     
  30. Oct 26, 2017
  31. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    I too noticed today that gameplay is smooth again. Keep up the good work and we all appreciate your renewed presence on Casinomeister:D
     
  32. Oct 27, 2017
  33. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  34. Oct 27, 2017
  35. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  36. Oct 27, 2017
  37. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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
     
  38. Oct 27, 2017
  39. Guts

    Guts Accredited Casino Representative

    Occupation:
    Exceeding our customers expectations
    Location:
    Malta
    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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