Feedback Your Guts Casinomeister Team are here

[Guts]

Notify on your site?? that should be announced here since is exclusive for CM members

Thank you, helenakp! You have a keen eye for detail
What we meant was OUR site here, on Casinomeister!

Cheers! Have a great day!

 

[Guts]

5th Annual Dead or Alive Championship

I REALLY think you should make the effort.

The cost to your casino will be little in comparison to the business generated from CM / Guts members and players

Thank you for the feedback, Jono777!
We will definitely consider it

Have a good one,

GUTS Customer Support

 

[Mouche12]

The "apology" I received from the Guts team meant nothing really. The way I was treated on Live Chat was appalling. The suggestion was even made that I could continue making deposits, but payments could not be processed.

Listing digits of other people's credit cards in the above quoted email and the stalling tactics applied with regard to my withdrawals plus the fact that these were still reversible for several hours, in spite of my request and Stephanie's assurance that they could no longer be reversed, does not inspire confidence at all.

 

[bowki]

Asking for proof of five!!! credit cards from other people really makes me wonder how safe our data is.

How many people have 5 different credit cards? And why the hell does no employee do a double check if you have registered all of them?

I better not think about what has happenend to all the sensitive data i have sent over the years.

 

[colinsunderland]

Thank you for the feedback, Jono777!
We will definitely consider it

Have a good one,

GUTS Customer Support

Why are you asking customers for copies of cards that they don't own and have never used on your site?

Sorry but there's something dodgy going on at the moment and I don't trust guts one bit.

 

[Steviedoo]

The "apology" I received from the Guts team meant nothing really. The way I was treated on Live Chat was appalling. The suggestion was even made that I could continue making deposits, but payments could not be processed.

Listing digits of other people's credit cards in the above quoted email and the stalling tactics applied with regard to my withdrawals plus the fact that these were still reversible for several hours, in spite of my request and Stephanie's assurance that they could no longer be reversed, does not inspire confidence at all.

i couldn't respond when you first posted cuz site was down...CS told you your withdrawal wasn't reversible???...BIG FAT LIE...CS told me when I had a withdrawal pending for 5 days or so cuz of they had to VERIFY my documents....actually re verify....that it would be impossible for my pending withdrawal to be NON reversible....that it would remain reversible until my docs got approved...i did not reverse...but they need to improve CS....and no it does not inspire confidence even if they are part of a larger group of casinos that are ok.

 

[Guts]

Good Evening,

At this stage we think it is important to clarify the mistake that took place, the email that was sent in error detailed the last 4 digits of a 16 digit number on 5 credit cards. Despite this we completely acknowledge this is not acceptable. We also understand the impact a mistake like this has from a player perspective. We are sorry this took place.

We will continue to liaise directly with Mouche12 regarding the existing discussion as it would not be fair for us to discuss the details of the enquiry with all.

There is absolutely no need to be concerned about data held with our Guts casino. As mentioned on our site Guts.com utilises the latest in industry approved Secure Sockets Layer (SSL) encryption technology to ensure any information you send to Guts.com is kept safe, secure and fully encrypted. SSL encryption is used by a large number of banking corporations and we use this technology to encrypt your financial information.
We have also added a step into the process so that the manual error that occurred today cannot happen again.

It is important to reaffirm that we are here to help, and we are determined (as we have stated repeatedly over the last 6 weeks since we introduced our new CM Support team) that this is not a temporary initiative but an ongoing relationship we are trying to build.

We do appreciate there is still a lot of work to do but I am sure you will all agree our speed of response has improved a lot and we are fully committed to reigniting the confidence that you have all shown in GUTS in the past.

We are very close to announcing something very exciting for you all as we are keen to recognise your loyalty.

In the interim, if you need anything whatsoever please feel free to send us a direct message and we would be happy to help.

Regards
Your Guts Casinomeister Team

 

[Tirilej]

Good Evening,

At this stage we think it is important to clarify the mistake that took place, the email that was sent in error detailed the last 4 digits of a 16 digit number on 5 credit cards. Despite this we completely acknowledge this is not acceptable. We also understand the impact a mistake like this has from a player perspective. We are sorry this took place.

We will continue to liaise directly with Mouche12 regarding the existing discussion as it would not be fair for us to discuss the details of the enquiry with all.

There is absolutely no need to be concerned about data held with our Guts casino. As mentioned on our site Guts.com utilises the latest in industry approved Secure Sockets Layer (SSL) encryption technology to ensure any information you send to Guts.com is kept safe, secure and fully encrypted. SSL encryption is used by a large number of banking corporations and we use this technology to encrypt your financial information.
We have also added a step into the process so that the manual error that occurred today cannot happen again.

It is important to reaffirm that we are here to help, and we are determined (as we have stated repeatedly over the last 6 weeks since we introduced our new CM Support team) that this is not a temporary initiative but an ongoing relationship we are trying to build.

We do appreciate there is still a lot of work to do but I am sure you will all agree our speed of response has improved a lot and we are fully committed to reigniting the confidence that you have all shown in GUTS in the past.

We are very close to announcing something very exciting for you all as we are keen to recognise your loyalty.

In the interim, if you need anything whatsoever please feel free to send us a direct message and we would be happy to help.

Regards
Your Casinomeister Team

The sad part is that it took a lot of time to lose our trust and we have given Guts so many chances. That mean you will have to understand that it can take just as long to get our trust back.
You will be tested and questioned a lot more than others as soon as there is a simple mistake made.

I noticed that the name suddenly changed to Guts Customer Service a few posts back. Now don't start to confuse us

 

[Guts]

The sad part is that it took a lot of time to lose our trust and we have given Guts so many chances. That mean you will have to understand that it can take just as long to get our trust back.
You will be tested and questioned a lot more than others as soon as there is a simple mistake made.

I noticed that the name suddenly changed to Guts Customer Service a few posts back. Now don't start to confuse us

Thanks Tirilej,

We genuinely understand and will keep working until we get there.

As for the 'Guts Customer Service', very well spotted.

Your Guts Casinomeister Team

 

[colinsunderland]

Good Evening,

At this stage we think it is important to clarify the mistake that took place, the email that was sent in error detailed the last 4 digits of a 16 digit number on 5 credit cards. Despite this we completely acknowledge this is not acceptable. We also understand the impact a mistake like this has from a player perspective. We are sorry this took place.

We will continue to liaise directly with Mouche12 regarding the existing discussion as it would not be fair for us to discuss the details of the enquiry with all.

There is absolutely no need to be concerned about data held with our Guts casino. As mentioned on our site Guts.com utilises the latest in industry approved Secure Sockets Layer (SSL) encryption technology to ensure any information you send to Guts.com is kept safe, secure and fully encrypted. SSL encryption is used by a large number of banking corporations and we use this technology to encrypt your financial information.
We have also added a step into the process so that the manual error that occurred today cannot happen again.

I do think there is cause to be concerned. Many of the queries in this thread are data related, from saying you don't have stuff that you do, to sending emails out with (presumably) someone elses credit card data, if they have been sent to the wrong person, how does Mouche12 know you haven't sent any of his data to someone else?

Perhaps you can explain how an email address I have ONLY ever used to sign up to guts with, has ended up on a breached list?

 

[loren]

on a slightly different note....

I basically stopped playing there once they had discontinued my favorite deposit/withdrawal vehicle,
instadebit, and while checking to see if my bank details were still there( seem to be gone), but I did notice
instadebit had become available, deposit worked fine, I just hope no changes on my next withdrawal.

 

[Guts]

Good Morning Colinsunderland,

We have been liaising with our Data Team for the last day about this. They have confirmed there has been no breaches on our database whatsoever.

On further investigation of the email address you have detailed in the screenshot we saw that the message was displayed.

"Onliner Spambot (

You do not have permission to view link Log in or register now.

In August 2017, a spambot by the name of

You do not have permission to view link Log in or register now.

. The malicious software contained a server-based component located on an IP address in the Netherlands which exposed a large number of files containing personal information. In total, there were 711 million unique email addresses, many of which were also accompanied by corresponding passwords. A full write-up on what data was found is in the blog post titled https://www.troyhunt.com/inside-the-massive-711-million-record-onliner-spambot-dump."

We even tried our personal email addresses using the

You do not have permission to view link Log in or register now.

and on the occasions where the email addresses had been picked up, it lists the actual site such as www.linkedin.com for example or www.adobe.com.

Taking into account the investigation that was carried out yesterday, we are very confident our data is extremely secure.

Regards
Your Guts Casinomeister Team

 

[colinsunderland]

Good Morning Colinsunderland,

We have been liaising with our Data Team for the last day about this. They have confirmed there has been no breaches on our database whatsoever.

On further investigation of the email address you have detailed in the screenshot we saw that the message was displayed.

"Onliner Spambot (

You do not have permission to view link Log in or register now.

In August 2017, a spambot by the name of

You do not have permission to view link Log in or register now.

. The malicious software contained a server-based component located on an IP address in the Netherlands which exposed a large number of files containing personal information. In total, there were 711 million unique email addresses, many of which were also accompanied by corresponding passwords. A full write-up on what data was found is in the blog post titled https://www.troyhunt.com/inside-the-massive-711-million-record-onliner-spambot-dump."

We even tried our personal email addresses using the

You do not have permission to view link Log in or register now.

and on the occasions where the email addresses had been picked up, it lists the actual site such as www.linkedin.com for example or www.adobe.com.

Taking into account the investigation that was carried out yesterday, we are very confident our data is extremely secure.

Regards
Your Guts Casinomeister Team

That didn't answer my question at all.

Do you use an external marketing company for sending your bulk emails, or an externally hosted mailing list by any chance?

 

[Guts]

That didn't answer my question at all.

Do you use an external marketing company for sending your bulk emails, or an externally hosted mailing list by any chance?

Good Evening Colinsunderland,

We think at this stage we definitely answered your question. You asked the following question "Perhaps you can explain how an email address I have ONLY ever used to sign up to guts with, has ended up on a breached list?"

We investigated whether it was possible, we saw no possibility through our searches. We also replicated the warning you received to see whether that gave any further information. We posted it above for transparency. It clearly states the company when it identifies there is a breach if it pinpoints to a particular interaction.

We tried both your previous email and your current email that is registered to your account as an additional measure.

Emails are sent from our database. At present we do not use an external marketing company with regards to email.

We are here to help as much as possible and will continue to respond as quickly as we can.

Regards
Your Guts Casinomeister Team

 

[colinsunderland]

Good Evening Colinsunderland,

We think at this stage we definitely answered your question. You asked the following question "Perhaps you can explain how an email address I have ONLY ever used to sign up to guts with, has ended up on a breached list?"

We investigated whether it was possible, we saw no possibility through our searches. We also replicated the warning you received to see whether that gave any further information. We posted it above for transparency. It clearly states the company when it identifies there is a breach if it pinpoints to a particular interaction.

We tried both your previous email and your current email that is registered to your account as an additional measure.

Emails are sent from our database. At present we do not use an external marketing company with regards to email.

We are here to help as much as possible and will continue to respond as quickly as we can.

Regards
Your Guts Casinomeister Team

Thanks for blocking my account and not bothering to tell me. Just leave it closed.

 

[Guts]

Thanks for blocking my account and not bothering to tell me. Just leave it closed.

Hi Colinsunderland,

We have sent you a private message explaining the situation.
Kindly contact us in case there is something we can assist you with.

Best regards,
Your Guts Casinomeister Team

 

[colinsunderland]

Good Evening Colinsunderland,

We think at this stage we definitely answered your question. You asked the following question "Perhaps you can explain how an email address I have ONLY ever used to sign up to guts with, has ended up on a breached list?"

We investigated whether it was possible, we saw no possibility through our searches. We also replicated the warning you received to see whether that gave any further information. We posted it above for transparency. It clearly states the company when it identifies there is a breach if it pinpoints to a particular interaction.

We tried both your previous email and your current email that is registered to your account as an additional measure.

Emails are sent from our database. At present we do not use an external marketing company with regards to email.

We are here to help as much as possible and will continue to respond as quickly as we can.

Regards
Your Guts Casinomeister Team

OK, so as this is public domain, going to put it here.

So you have investigated fully, and insist the breach didn't come from yourselves, even though I hinted about an external marketing company. You also tell me to check with my domain owner (me) as the breach hasn't came from you.

So your earlier emails were sent by an external company, despite what you claim (well avoided to say).

To: guts@t************.co.uk
Message-ID: <IaM8hvJ4R9ujpNNVV3IWCg@ismtpd0002p1iad1.sendgrid.net>
X-SG-EID: cucs0pmCmP3yFdaIJLCCsDQ+GaRvEDQNLcbvSzLWIq/zGbwPs//Y3+OUTFeTCrONtf1DofpW1wbYSz

sendgrid.net is the mailserver for

You do not have permission to view link Log in or register now.

You do not have permission to view link Log in or register now.

You do not have permission to view link Log in or register now.

“After further investigation in collaboration with law enforcement and FireEye’s (Mandiant) Incident Response Team, we became aware that a SendGrid employee’s account had been compromised by a cyber criminal and used to access several of our internal systems on three separate dates in February and March 2015,” wrote David Campbell, Sendgrid’s chief security officer. Campbell continues:

“These systems contained usernames, email addresses, and (salted and iteratively hashed) passwords for SendGrid customer and employee accounts. In addition, evidence suggests that the cyber criminal accessed servers that contained some of our customers’ recipient email lists/addresses and customer contact information. We have not found any forensic evidence that customer lists or customer contact information was stolen. However, as a precautionary measure, we are implementing a system-wide password reset. Because SendGrid does not store customer payment cards we do know that payment card information was not involved.”

But hey, I'm sure you're right, an email address I have only ever used to sign up to guts, has been added to spam lists worldwide, but has nothing to do with your mailing list provider being hacked and leaking mailing list details, and is clearly my fault.

 

[Guts]

Good Afternoon Colinsunderland,

Thanks for your response. Previously there were occasions where we felt our players would benefit from us using an external partner. We then took the strategic decision to use our current system. That's what happened with sendgrid back in early 2016 we assume. We say we assume since there is almost none left from that times to confirm when exactly we start using the existing one. Also, we are already looking at a new technology that will enable us to provide a better more integrated service for our players.

When it comes to your account security, we or yourself have not been using the email address in question for 18 months now. According to the website that you suggested (

You do not have permission to view link Log in or register now.

), the breach took place in August 2017.

We blocked your account purely for security reasons. We sent you a private message to explain further. Please do send us an email and we can reopen your account if you wish to.

Your Guts Casinomeister Team

 

[Steviedoo]

Good Afternoon Colinsunderland,

Thanks for your response. Previously there were occasions where we felt our players would benefit from us using an external partner. We then took the strategic decision to use our current system. That's what happened with sendgrid back in early 2016 we assume. We say we assume since there is almost none left from that times to confirm when exactly we start using the existing one. Also, we are already looking at a new technology that will enable us to provide a better more integrated service for our players.

When it comes to your account security, we or yourself have not been using the email address in question for 18 months now. According to the website that you suggested (

You do not have permission to view link Log in or register now.

), the breach took place in August 2017.

We blocked your account purely for security reasons. We sent you a private message to explain further. Please do send us an email and we can reopen your account if you wish to.

Your Guts Casinomeister Team

..one misstep after another...

so basically ...colin asked a question...he pushed for an answer...he proved you gave him a very limited answer....and your response was to block his account PURELY for security reasons...

....this is what it looks like from here...why would you block his account other than retaliation.......you might wanna reconsider how you deal with stuff in the future....

 

[Guts]

Hi Steviedoo,

Thank you for your feedback.

Blocking his account was the first logical step we took in order to prevent any access since he claimed that his email address had been breached.
We are currently assisting Colinsunderland directly via PM.

Your Guts Casinomeister Team

..one misstep after another...

so basically ...colin asked a question...he pushed for an answer...he proved you gave him a very limited answer....and your response was to block his account PURELY for security reasons...

....this is what it looks like from here...why would you block his account other than retaliation.......you might wanna reconsider how you deal with stuff in the future....

 

[Jono777]

A a very loyal Guts player (ok, I've backed off a little last few weeks) I was seriously hoping that this thread would bring good vibes, good news posts, post of reassurance etc etc etc.

Sadly no. Appreciate the responsiveness of the new rep(s) but that's about it.

Maybe my personal interpretation but majority of posts come across as defensive and vague.

Shame really a once great casino which had this great opportunity to repair much damage is going around in circles.

Reading between the lines the whole business model has changed

No need for any response from Guts to this post.

Merry Christmas to the Guts team

 

[Guts]

Good evening Jono777,

Thank you for the feedback! We appreciate your thoughts as we are doing our best to improve our operation here on CM as much as possible.
We have already added this to our 2018 wishlist

Have a wonderful Christmas time and best wishes from Guts Casinomeister Team, Jono777!

A a very loyal Guts player (ok, I've backed off a little last few weeks) I was seriously hoping that this thread would bring good vibes, good news posts, post of reassurance etc etc etc.

Sadly no. Appreciate the responsiveness of the new rep(s) but that's about it.

Maybe my personal interpretation but majority of posts come across as defensive and vague.

Shame really a once great casino which had this great opportunity to repair much damage is going around in circles.

Reading between the lines the whole business model has changed

No need for any response from Guts to this post.

Merry Christmas to the Guts team

 

[dpp00]

hi all

well im gonna post a a bit of positive stuff for guts just for credit where due and all that stuff,

i had moaned like so many about cs but since the new team here moved in i was on live chat the other day

and they were nothing but helpful polite and even had a joke or 2, was i just lucky

that was nicloa and noora so well done them, but no a couple of days later i was chating with jarvis

polite helpful so it feels like there heading in the right direction for me anyway,

another note im happy to post i received an email from guts requesting a source of wealth thing

ok don't like it but simple tick box so ok more important is that it had nothing to do with a withdrawal

or anything which seems ok

 

[goatwack]

I'll eat my hat if we were to have another DOA freeroll, quite frankly

 

[Radiowave]

I too noticed today that gameplay is smooth again. Keep up the good work and we all appreciate your renewed presence on Casinomeister