Feedback Your Guts Casinomeister Team are here

[Guts]

Greetings Radioware!

We hope your Friday is amazing.

Thank you for your feedback, we really appreciated. We are working hard to make sure your playing experience is as smooth as possible.

Great feedback to hear!

Regards
Your Guts Casinomeister Team

 

[Guts]

Hey Radioware,

Do you mind reaching us as PM?

Your Guts Casinomeister Team

 

[aceking123]

oh oh dear again yet another player with the id docs problem even after checking with your live chat that my account is ok .

I thought i would try again as you guys was showing some effort after 8 months of not playing , last night first withdrawal , your live chat rep has shown you have my old id docs ( nothing has changed since ) same address & details.

Your comapny is requesting all docs including bank staement.
Chat transcript



E-mail:

What is your query related to? Account




Nichol Thu, 12/28/17 09:42:57 pm Europe/London

GUTS Customer Service




09:43:11 pm

Evening Nichol hows you?




Nichol 09:43:17 pm

Hey




09:43:27 pm

happy xmas )




Nichol 09:43:29 pm

Good thanks and you?
Thanks!
How can I help today?




09:43:50 pm

im ok thanks
im just double checking that my account is still in good working order as ive seen serval threads @ casinomeister with people having problems ? 09:44:31 pm




Nichol 09:45:19 pm

No issues with your account that I can see, your account is open and well.




09:45:49 pm

right good stuff none of my info has changed
no sorry i have used my new debit card , but still clearly same account. 09:46:21 pm




Nichol 09:47:15 pm

Yeah all seems well not sure what they're saying on casinomeister but haven't come across any issues!




09:47:39 pm

ahh ok it was a while ago to be fair last month i do believe




Nichol 09:49:27 pm

Ah okay well everything seems good that I can see at least!




09:50:15 pm

ok can you flush my withdrawal ive just made please Nichol ?




Nichol 09:51:54 pm

Unfortunately, because the payments team are a bit behind just now, I can now ask them to process it faster for you we can only escalate on things that has been pending for 24hrs or for squad members at the moment I'm afraid ;/




09:52:45 pm

used to be far quicker than this Nichol remember i joined when you first ever opened )
years ago




Nichol 09:53:12 pm

Yes, I understand and we do aim to process them within 2 hours but this has been difficult recently and it delayed, it should be done by the morning however.




09:53:48 pm

i shall leave it with you & hay thanks for your help have a nice evening & dont work to hard
take care bye byesss




Nichol 09:54:11 pm

Have a nice evening and a good new year




09:54:24 pm

you too get drunk have some fun !!!
bye



Duration: 11m 38s
Chat started on: Link Removed (Old/Invalid)

Your now also requesting proof of ID , proof of address & gas/electric & now a bank statement which i no longer use ive since upgraded my account to online , you also have your cs stating one thing & doing another , your company is stating your following UKGC guide lines , but requesting a bank statement is not part of it , unless im a high roller or something , which clearly is not the case.

 

[Guts]

Hi aceking123,

First of all congrats on your winnings, that was amazing!

We promptly looked into this and contacted with payments department regarding the required documents. We agree that on you do not need to provide a bank statement however in order to fulfill our obligations with the UKGC, we would still need your Utility Bill (the current utility bill appears to be on a previous address of yours) and new debit card copies.

We would not require any further documents unless you choose to change your deposit method or any other details in the account. When Nichol said "everything seems good", he was referring to the view od your account. This was before our payments teams process your withdrawal request. Once the action came, our colleagues in payments added the requirements to the account.

If you can send the needed documents, payments team can continue to process your withdrawal.

Your Guts Casinomeister Team

 

[aceking123]

ok guts many thanks )
i understand you guys are sorting it ) also would like to let people know that its getting sorted via PM , also just to clarify i have sent passport ,gas bill , front & back copy of card used as well , so this should bring me up to date with my account ) a shame live Cs did not let me know about this before, then i could of sorted this last evening.
Regards aceking

 

[aceking123]

update all sorted & paid many thanks guts for sorting this out quickly )

 

[miksaxxx]

One time it was clearly sayed that if Ben is hanging over here we are all secure and safe..

So what is happened now :CasinoBen was last seen:

Dec 10, 2017

I send him my usual xmas and new year wishes ( In his straight email ) but no answer. First time for 4 years.

So is it happening something bad or has CEO asked him to get out of casinomeister.

i know that he has been online in some other sosial media sites.. : (

 

[TheAddict]

Is the monday 40% reload removed from guts or have i been slapped a bonus ban?
Noticed it wasnt showing in promotions page, the code seemed to appear invalid when adding it on the deposit page... but it is showing in todays wired up winterland offer when clicking for todays promo.

Asked support but they only said the matter would be esculated.

 

[Jono777]

I took it matey no problem (in fact about to bust .....again Grrr)
I had the "!" every time I typed in a bonus code in recent weeks but today it worked (I got the 'tick')

Visited support after putting it off for as long as I could and they mentioned a handful of players were having this issue (as well as the cache and cookies thing, lets face it a visit to any support just wound't be the same without this now would it?)

They manually added bonuses for me but also mentioned Skrill / Neteller deposit wouldn't trigger bonuses which also must be a new thing as I've taken hundreds via this method over the years!

 

[Tirilej]

Is the monday 40% reload removed from guts or have i been slapped a bonus ban?
Noticed it wasnt showing in promotions page, the code seemed to appear invalid when adding it on the deposit page... but it is showing in todays wired up winterland offer when clicking for todays promo.

Asked support but they only said the matter would be esculated.

Did you get an email from them about recieving 100 free spins instead of 15 if you managed to wager 10 000 when using the code today.
If not then there lies the problem is my guess, since it was an exclusive for certain members....as most emails usually say. It can be the reason though.

 

[Tirilej]

I took it matey no problem (in fact about to bust .....again Grrr)
I had the "!" every time I typed in a bonus code in recent weeks but today it worked (I got the 'tick')

Visited support after putting it off for as long as I could and they mentioned a handful of players were having this issue (as well as the cache and cookies thing, lets face it a visit to any support just wound't be the same without this now would it?)

They manually added bonuses for me but also mentioned Skrill / Neteller deposit wouldn't trigger bonuses which also must be a new thing as I've taken hundreds via this method over the years!

What? I've seen that Thrills have stopped giving out bonuses if you use ewallets. Will Guts be that stupid too? Haven't heard or read anything about that.

 

[Jono777]

What? I've seen that Thrills have stopped giving out bonuses if you use ewallets. Will Guts be that stupid too? Haven't heard or read anything about that.

Neither have I Sara and I did argue that it was incorrect information, however 2 different support agents gave me this info, heck they reckon they've even disallowed Paysafe card for bonuses too!!!!!

Possibly included in one of the many "terms updates" we see when logging in from time to time and no emails were sent (FTR, I NEVER get ANY emails or SMS from MT sites, Guts included!)

Surely they won't be that stupid as you say, especially as they're trying to resurrect themselves as they say.

Can understand the e-wallet thing for brand new accounts to stop syndicates etc but for players who've used them umpteen times, just plain crazy.

 

[TheAddict]

Did you get an email from them about recieving 100 free spins instead of 15 if you managed to wager 10 000 when using the code today.
If not then there lies the problem is my guess, since it was an exclusive for certain members....as most emails usually say. It can be the reason though.

Ah, i see what you means thanks Tirilej. But No email for me nope ~holding back the tears~ ill be fine.


Cheers jono. I may venture back on desktop version to see if i can resurrect this 'tick' of which you speak.

 

[Jono777]

Ah, i see what you means thanks Tirilej. But No email for me nope ~holding back the tears~ ill be fine.


Cheers jono. I may venture back on desktop version to see if i can resurrect this 'tick' of which you speak.

It shows up on the RHS of the bonus box when you've typed in code on the deposit page/pop up.

As for wagering 10,000, possibly by next new years day

 

[aceking123]

Promo may not be showing but it is working , spoke with Nichol & she was great help , it seems CS have turned a corner very polite & helpful ) so just type code & you should get 15 spin tomoz as well .

 

[Tirilej]

Neither have I Sara and I did argue that it was incorrect information, however 2 different support agents gave me this info, heck they reckon they've even disallowed Paysafe card for bonuses too!!!!!

Possibly included in one of the many "terms updates" we see when logging in from time to time and no emails were sent (FTR, I NEVER get ANY emails or SMS from MT sites, Guts included!)

Surely they won't be that stupid as you say, especially as they're trying to resurrect themselves as they say.

Can understand the e-wallet thing for brand new accounts to stop syndicates etc but for players who've used them umpteen times, just plain crazy.

Ok, I was in reading the rules and you were correct. New rules and no bonuses for deposits using ewallets.

But, but and but if you have been a customer for some time then you can ask support and they will add it for you. That goes for everyone even customers from the UK, and I guess we have to accept it. They need to be able to protect themselves and at least they are able to give it to you if they find your account ok, so that's also fine for me

 

[Jono777]

Promo may not be showing but it is working , spoke with Nichol & she was great help , it seems CS have turned a corner very polite & helpful ) so just type code & you should get 15 spin tomoz as well .

Things defo slowly improving which is good to see, now for my luck there to improve and we're all sorted

 

[TheAddict]

Never did get the tick so deposited without the code after also finding the helpful Nichol on cs duty who added it manually.

 

[illu88]

What? I've seen that Thrills have stopped giving out bonuses if you use ewallets. Will Guts be that stupid too? Haven't heard or read anything about that.

Casino Room too but nearly 1 Year now No bonuses with E-wallets and at Chanz casino the same

 

[Tirilej]

Casino Room too but nearly 1 Year now No bonuses with E-wallets and at Chanz casino the same

They don't belong to the same group. They just run on the same platform. Which mean they will all have their own rules.

 

[colinsunderland]

I see superlenny are removing skrill and neteller as deposit options from Friday, is that a group wide decision or just them?

 

[Guts]

I see superlenny are removing skrill and neteller as deposit options from Friday, is that a group wide decision or just them?

Good afternoon,

Thank you for your question.

The decision to remove deposit option for Skrill and Neteller lies in the hands of each casino. At the moment we have decided to keep offering these deposit methods to our players at GUTS.com. If there will be any changes in the future regarding changes of deposit methods, we will, of course, inform about it beforehand.

Kind regards,

 

[incrediblestuff]

Good afternoon,

Thank you for your question.

The decision to remove deposit option for Skrill and Neteller lies in the hands of each casino. At the moment we have decided to keep offering these deposit methods to our players at GUTS.com. If there will be any changes in the future regarding changes of deposit methods, we will, of course, inform about it beforehand.

Kind regards,

Would that have anything to do with that article someone posted on CM, regarding U.K. facing Casino's/Money Laundering?
It's the only thing i could think of, unless of course it has to do with costs Neteller and Co invoke on each transaction to and from the Casino's..

 

[Klaaiboer]

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

This afternoon I've send you a PM. Can you please take a look at it??

 

[ternur]

The decision to remove deposit option for Skrill and Neteller lies in the hands of each casino. At the moment we have decided to keep offering these deposit methods to our players at GUTS.com. If there will be any changes in the future regarding changes of deposit methods, we will, of course, inform about it beforehand.

I can understand that some casinos find it easier to blanket ban a banking method rather than having their established and longtime customers to choose how they want to transfer funds in and out of the casino account. It's a poor business decision IMO, but so be it. I can always play elsewhere.

One thing I can't understand, why Guts sends out a promo email offering a bonus and not state anywhere in the email or the deposit page that web wallet deposits are excluded from bonuses. The deposit page happily accepts the bonus code though. That's just deceptive and not really informing customers about it beforehand.

Of course a casino can choose to amend their policies on the whim. But it would be great to if you could send an email to customers about the changes. Or at least note these changes on the promo emails and on the deposit page.

I missed other members' posts in this thread about the web wallet changes. I wish I hadn't. I usually do read T&C changes, but this one I missed.