Feedback Your Guts Casinomeister Team are here

[Guts]

$#%
I can't play the slots for free/fun mode to try them first?
Won't let me see slots if not logged in, and then logged in, there's no fun option.
I get the whole UK thing - but I'm not UK.

Thank you for your message, dionysys.

The free mode option should be available for all player and the games should be visible even though you're not logged out.

If the games are not showing, please try to clear cache and cookies.

Unfortunately, I can not find the option to play the free mode whilst being logged in.

See the screenshot above for UK players.

Kind regards,

Your Guts Casinomeister Team.

 

[dionysus]

well, i can see the slots - but any i click when logged out prompt me to login by redirecting me to the login window
when logged in, there's just the play button (real money)

 

[Guts]

well, i can see the slots - but any i click when logged out prompt me to login by redirecting me to the login window
when logged in, there's just the play button (real money)

I see what you mean now.

The play button itself will lead to the login screen, however, if you click the text, 'try in demo mode', you will find what you are looking for!

Also, when you're logged in, there is no free mode anymore, unfortunately.

Kind regards,

Your Guts Casinomeister Team

 

[dionysus]

tx
clicking the text worked

 

[colinsunderland]

wait, what?
How is that not in breach of the targeting children rules, rainbows and unicorns are not really adult only things, and would think more children are into unicorns than adults, more so as you use icons for those, and only those items. Before you come back with the ad is targeted at 18+ on facebook, that isn't acceptable age verification according to the ASA.

How come you completely ignore the constant ID issues that have been ongoing for months and months, yet reply to the posts about demo games.

 

[Steviedoo]

Guts casino will not load on my iPad...just Like poster a few posts above this one.

 

[Guts]

View attachment 94972

wait, what?
How is that not in breach of the targeting children rules, rainbows and unicorns are not really adult only things, and would think more children are into unicorns than adults, more so as you use icons for those, and only those items. Before you come back with the ad is targeted at 18+ on facebook, that isn't acceptable age verification according to the ASA.

How come you completely ignore the constant ID issues that have been ongoing for months and months, yet reply to the posts about demo games.

Good morning, colinsunderland,

Thank you for your post.

We have a ton of traffic due to the new site and new player base. Our hard-working payments and fraud analysts are doing their best to get all accounts verified as soon as possible.

Regarding the screenshot you provided, could you please advise where this was presented so we can look into it better.

Kind regards,

 

[Guts]

Guts casino will not load on my iPad...just Like poster a few posts above this one.

Good morning, Steviedoo,

Thank you for your post.

I would need to suggest as before, have you tried to update your device, clear cache and cookies, enable flash etc.

These things usually get it sorted.

Kind regards,

Your Guts Casinomeister Team.

 

[colinsunderland]

Good morning, colinsunderland,

Thank you for your post.

We have a ton of traffic due to the new site and new player base. Our hard-working payments and fraud analysts are doing their best to get all accounts verified as soon as possible.

Regarding the screenshot you provided, could you please advise where this was presented so we can look into it better.

Kind regards,

If that is the case, then why are you getting fully verified accounts to verify again, maybe you should do that when you aren't quite so busy

It was facebook

 

[Guts]

If that is the case, then why are you getting fully verified accounts to verify again, maybe you should do that when you aren't quite so busy

It was facebook

Thank you for your message, colinsunderland,

There is no need to verify accounts that are already verified, however, when the player reaches a certain limit with deposits and withdrawals, it is possible that our system has sent out an automatic message (which we are working on) regarding AML limits and account verification to the player.

Also, if a verified account uses a deposit method, that is yet not verified, the verification needs to be done before further withdrawals could be processed.

In addition, there was a certain number of accounts whos password got compromised, and to ensure the safety of our players, we needed to ask for additional documentation.

Regarding the other subject, we are still waiting for an answer from the casino team.

Kind regards,

Your Guts Casinomeister Team.

 

[colinsunderland]

Can you explain more about account passwords being compromised, I didn't get an email about that and haven't seen it mention on here?

 

[Guts]

View attachment 94972

wait, what?
How is that not in breach of the targeting children rules, rainbows and unicorns are not really adult only things, and would think more children are into unicorns than adults, more so as you use icons for those, and only those items. Before you come back with the ad is targeted at 18+ on facebook, that isn't acceptable age verification according to the ASA.

How come you completely ignore the constant ID issues that have been ongoing for months and months, yet reply to the posts about demo games.

Hello again, colinsunderland,

In response to your comment in your post that you view this as a " breach of the targeting children rules" I would like to confirm the ad is fully age-gated to 18+. You may be aware the ASA requires advertisers to take all reasonable steps to ensure that their ads for gambling products aren’t directed to under 18s, and whilst we acknowledge the emoji's used could be appealing to children, if they were exposed to it, in this case, the post is sufficiently age-gated so that it can only be seen by Facebook users who are registered as aged 18 or over.

Kind regards,

Your Guts Casinomeister Team.

 

[colinsunderland]

Thanks for the response, however the ASA doesn't share your view and specifically states that what you have said is not enough, as I mentioned in my post, I'm out so can't link to it now, but am sure you are aware of it anyway

 

[Guts]

Can you explain more about account passwords being compromised, I didn't get an email about that and haven't seen it mention on here?

There were certain accounts that were tried to enter by a third party, and all of these accounts got blocked due to security measures.

''
We are required to take this security measure in order to guarantee that you're the one wanting to access your account. If this security check is not done properly we can't guarantee that we're not opening up your account to someone other than you.

We won't risk such a thing happening to you as we are responsible for keeping your account safe and secure together with all your personal details, funds etc.

This is why we require this verification in order to open your account again. I know that it's not ideal and creates a hassle for you and for that I do apologize deeply. But we are doing this because we care about you and the security of your account.

So please provide this picture and we'll proceed with the re-opening of your account. No one unauthorized will have access to this document and it won't be used for anything other than verifying the re-opening.''

Kind regards,

Your Guts Casinomeister Team.

 

[colinsunderland]

There were certain accounts that were tried to enter by a third party, and all of these accounts got blocked due to security measures.

''
We are required to take this security measure in order to guarantee that you're the one wanting to access your account. If this security check is not done properly we can't guarantee that we're not opening up your account to someone other than you.

We won't risk such a thing happening to you as we are responsible for keeping your account safe and secure together with all your personal details, funds etc.

This is why we require this verification in order to open your account again. I know that it's not ideal and creates a hassle for you and for that I do apologize deeply. But we are doing this because we care about you and the security of your account.

So please provide this picture and we'll proceed with the re-opening of your account. No one unauthorized will have access to this document and it won't be used for anything other than verifying the re-opening.''

Kind regards,

Your Guts Casinomeister Team.

Are you talking generally or about my specific account there?

Regarding your advert, here is what the ASA say

As for ads that hold particular appeal to children on social media, including Facebook, if an ad is targeted appropriately then it is likely to be acceptable. However, you would have to ensure that everyone who was likely to see the ad was 18 or over through the use of a suitably robust age verification check. It is likely that relying on a simple self-confirming age confirmation would be unlikely to be deemed sufficiently robust, especially given that there is clear research, including our own, which indicates that children are registering on social media under false ages. Therefore, our advice would be to ensure that ads on social media for gambling do not appeal particularly to children.

I didn't go through any checks to confirm I was 18+ when I saw the advert, so presumably there aren't additional ones apart from self confirmation, something the ASA specifically mention as not being good enough.

So you have admitted the advert could be appealing to children, and admitted you only use facebooks 'over 18' targeting, therefore the advert is not compliant with UK guidelines.

I love the way casino affiliate programs are constantly going on about compliance yet regularly don't understand the rules themselves. FWIW this isn't the first advert I've seen by you that is not compliant.

 

[DreamRJ]

@Guts

Guess what, you ignored my PM and now you have done it all over again.

They are now AGAIN asking for Neteller ID verification which I again have already done months ago.

This is beyond a total total joke now.

Guts I QUIT this casino.

I have now sent another email to docs@guts with the ID again and also uploaded it in my account.

This is a disgraceful practise. Guts need to get their CM rating lowered and be put into the grey zone they really do.

This can not be allowed to continue. I think maybe the UKGC need to be contacted because guts is clearly abusing this ID system by always keep asking players to re verify their accounts every single time.

So please sort this out and send me my 2 withdraws. This time I will quit and I mean it this time. Enough is enough.

Peace Out.

 

[Guts]

Are you talking generally or about my specific account there?

Regarding your advert, here is what the ASA say

As for ads that hold particular appeal to children on social media, including Facebook, if an ad is targeted appropriately then it is likely to be acceptable. However, you would have to ensure that everyone who was likely to see the ad was 18 or over through the use of a suitably robust age verification check. It is likely that relying on a simple self-confirming age confirmation would be unlikely to be deemed sufficiently robust, especially given that there is clear research, including our own, which indicates that children are registering on social media under false ages. Therefore, our advice would be to ensure that ads on social media for gambling do not appeal particularly to children.

I didn't go through any checks to confirm I was 18+ when I saw the advert, so presumably there aren't additional ones apart from self confirmation, something the ASA specifically mention as not being good enough.

So you have admitted the advert could be appealing to children, and admitted you only use facebooks 'over 18' targeting, therefore the advert is not compliant with UK guidelines.

I love the way casino affiliate programs are constantly going on about compliance yet regularly don't understand the rules themselves. FWIW this isn't the first advert I've seen by you that is not compliant.

Good morning and thank you for your message,

There were a certain number of specific accounts, that were targeted. If your account was one of them, you would have received an email and your account would be blocked.

Thank you for the effort on the investigation, we've taken it into our notice.

Kind regards,

Your Guts Casinomeister Team.

 

[DreamRJ]

Good morning and thank you for your message,

There were a certain number of specific accounts, that were targeted. If your account was one of them, you would have received an email and your account would be blocked.

Thank you for the effort on the investigation, we've taken it into our notice.

Kind regards,

Your Guts Casinomeister Team.

You are purposely ignoring my posts? I also sent you yet another PM!!!!!

 

[Guts]

You are purposely ignoring my posts? I also sent you yet another PM!!!!!

The last PM we received was on Saturday, which we replied, not including the one you sent just a moment ago.

We have sent you a private message regarding this.

Kind regards,

Your Guts Casinomeister Team

 

[DreamRJ]

The last PM we received was on Saturday, which we replied, not including the one you sent just a moment ago.

We have sent you a private message regarding this.

Kind regards,

Your Guts Casinomeister Team

Yes I got it now. But it was still not nice the fact you ignored my post I made on this thread as well and it did take you a long time to reply to my PM I sent you the other day as well. and in that time they already resolved it.

But again it happened again. I have let you know my feelings in PM.

Thanks

 

[DreamRJ]

@Guts

And can I also add there is soo many bugs and issues with your new website.

Loads of slots in the browse slots sections have thumbnails that are missing. Constant re login issues. There is also a problem with the site it loads constantly at times and lags at times as well. Also another thing is when you select the drop down box to show and list slots by providers, and you click to play one and then close it, it then takes you straight back to the main page and you have to keep re selecting the drop down provider option over and over again. *videoslots casino also does this as well when you select slot provider in their filter.* It would just be nice if when you close a slot it remembers what you had previously selected and where you scrolled down too and take you straight back to it. as a web dev that is something related to session data. So the techs just need to tweak it and add some rules to the session data that remembers.

And today I got a strange login error and could not login for like 15 minutes. I had a weird pop up message which I sent the screenshot to Davion in support.

I really am not happy with guts and the main reason why is because of this ID fiasco. the bugs happen on a new platform but they really need to fix them as they are pretty frustrating.

 

[Guts]

@Guts

And can I also add there is soo many bugs and issues with your new website.

Loads of slots in the browse slots sections have thumbnails that are missing. Constant re login issues. There is also a problem with the site it loads constantly at times and lags at times as well. Also another thing is when you select the drop down box to show and list slots by providers, and you click to play one and then close it, it then takes you straight back to the main page and you have to keep re selecting the drop down provider option over and over again. *videoslots casino also does this as well when you select slot provider in their filter.* It would just be nice if when you close a slot it remembers what you had previously selected and where you scrolled down too and take you straight back to it. as a web dev that is something related to session data. So the techs just need to tweak it and add some rules to the session data that remembers.

And today I got a strange login error and could not login for like 15 minutes. I had a weird pop up message which I sent the screenshot to Davion in support.

I really am not happy with guts and the main reason why is because of this ID fiasco. the bugs happen on a new platform but they really need to fix them as they are pretty frustrating.

Thank you again, DreamRJ,

We are aware of the issues, and our team is on it. There was an issue with logins this morning but it is now resolved. Some of the minor bugs and bees we are still working on.

When it comes to the drop-down menu, we've just sent it out to the dev team as a suggestion, let's see what they have to say!

Thank you for your feedback, it is always appreciated.

Kind regards,

Your Guts Casinomeister Team

 

[DreamRJ]

Thank you again, DreamRJ,

We are aware of the issues, and our team is on it. There was an issue with logins this morning but it is now resolved. Some of the minor bugs and bees we are still working on.

When it comes to the drop-down menu, we've just sent it out to the dev team as a suggestion, let's see what they have to say!

Thank you for your feedback, it is always appreciated.

Kind regards,

Your Guts Casinomeister Team

No problem. Take care

 

[snorky510238]

I had the same problem twice while playing montezuma on your site. The bonus would trigger and the first free spin would show an exact replica of the previous one. Very annoying when you think you have hit a retrigger only to realise it’s a fault in the game and there is a small win underneath masked by this problem. Has anyone else encountered that issue? It doesn’t matter to me anymore as my account got closed. At the time I was most disappointed but reading all the issues being posted regarding your site it actually looks like you did me a favour.

 

[anddi32]

Hi Guts! Just little feedback... Why you are worsened conditions in deposit bonuses? Yesterday I got 100% bonus up to 100 euros. Wagering requirement was 30x d+b (!!!). That sucks. Just why? You say you want to hear players and make better casino experiences for the players. And maybe be the best online casino in the planet. Sorry but worsening conditions is totally wrong way.

First time ever I do not redeem your 100% deposit bonus. Just because rules.