Feedback Your Guts Casinomeister Team are here

[Steviedoo]

they want proof that the bank account is inactive. i only supplied the info cuz they asked for the statement attached to the debit card.

I refuse to supply this info to them. for a card i have never used for a bank account i have never used on their site. it is utterly absurd and ridiculous.
they are outright refusing to process my withdrawal until i supply the info that the bank is inactive.

till yesterday they treated me like a thief and a fraudster thinking i used a business bank account on their site. i only found this out cuz i went CS. I made them go to my emails where i stated that i do not have a bank account i just have a business bank account. they translated this to i used a business bank account on your site. and then the scrutiny started.

the money will sit in my guts account until i don't know when. and yes i am being stubborn. but it is none of their business whether my bank account is active or inactive. I do not want to supply them this info. i will go open another bank account and see what happens and if i do that i'm pretty sure i will be told the bank account is not more than 3 months old we cant process the payment.


as of today with the 3k i am up 10k on their site. just wondering if this has anything to do with it.

 

[Mouche12]

Just submit a PAB and get this over with... please.

 

[Tirilej]

they want proof that the bank account is inactive. i only supplied the info cuz they asked for the statement attached to the debit card.

I refuse to supply this info to them. for a card i have never used for a bank account i have never used on their site. it is utterly absurd and ridiculous.
they are outright refusing to process my withdrawal until i supply the info that the bank is inactive.

till yesterday they treated me like a thief and a fraudster thinking i used a business bank account on their site. i only found this out cuz i went CS. I made them go to my emails where i stated that i do not have a bank account i just have a business bank account. they translated this to i used a business bank account on your site. and then the scrutiny started.

the money will sit in my guts account until i don't know when. and yes i am being stubborn. but it is none of their business whether my bank account is active or inactive. I do not want to supply them this info. i will go open another bank account and see what happens and if i do that i'm pretty sure i will be told the bank account is not more than 3 months old we cant process the payment.


as of today with the 3k i am up 10k on their site. just wondering if this has anything to do with it.

Do PAB please.

 

[sapit222]

PAB and close your account there.

 

[Jayjay231221]

Wow need to be de accredited and whacked in the pit of doom shocking from Gut's

 

[goatwack]

Guess we're down to plan F

- carrier pigeon

 

[Borgie]

Guess we're down to plan F

- carrier pigeon

Bet that's you in that costume. Suits ya.

 

[Borgie]

Any update ?

 

[Steviedoo]

Sebastien from rizk has tasked someone at guts to look after this.

But we are at impasse.

They want a bank account.

I asked to see where in the ukgc aml rules that they need proof of this. They have been quoting this excuse at every turn. He then came back to me and quoted their own rules and reg that I agreed to when I signed on to guts two years ago.

I’m seeing this as a thinly veiled threat to close my account and return my deposit.

Honestly it is now become a point of contention. I can easily give them what they want. But I have a limit on what info I should be giving a casino. Yes it’s not life threatening info. But The point being I deposited in a variety of ways at said casino and no one ever questioned that. Now at the withdrawal stage we have a problem.

Tell me what to do guys, am I being stubborn?
I can go deposit 20$ in my bank account 2 minutes away from home and my bank account will be reactivated and that’s the bank That is verified on their account. But I do not want a bank account.
I don’t need a bank account. I was forced to send this info for a card that was never deposited with but tried to deposit with. And now they are using it to not find an alternative way to pay me.

This is what he sent me: 5.8.3 is the one that he they hide behind.



5.8 In certain circumstances we may have to contact you and ask you to provide further information to us in order to complete the Checks. In the case of GB Players, upon reaching EUR2,000 in cumulative lifetime deposits and withdrawals, we will conduct Checks to verify your identity and address. We may also request information about your source of wealth and sources of income. In the case of non-GB Players, we may carry out identification and verification Checks on a player reaching EUR 2,000 in cumulative lifetime deposits and deposits or on a player reaching EUR 2,000 in a rolling period of 180 days. It shall be at the sole discretion of the company to decide, on a risk-based approach, which timeframe to consider for purposes of triggering the Checks. If you do not or cannot provide us with such information or such information is not satisfactory, then in accordance with paragraph 5.7, we may lock or restrict Your Player Account until you have provided us with such information, and if we do not receive the required information, or we are otherwise unable to verify your identity, we may terminate these Terms, close Your Player Account and may return to you on request any Deposit Funds in your account at the time we placed a lock or restriction on Your Player Account, plus any funds deposited after the lock was placed on Your Player Account, subject to these Terms and except where it is necessary for us to delay or withhold the payment to you of all or some of your Deposit Funds to comply with our legal and regulatory obligations including our anti-money laundering and fraud prevention obligations. To complete our Checks we may ask you for:

5.8.1 Passport, national identity card or driving license together with a recent utility bill (e.g. gas, electric, council tax, bank or building society statement,) less than three months old;

5.8.2 Proof of ownership of payment method – depending on the deposit method used, this may include a copy of the credit card used, screen shot of the e-wallet or a recent bank statement;

5.8.3 Any other documents that we consider necessary in order to complete our Checks.

 

[Steviedoo]

And there you have it. Rule 5.8.3 quotes back to me as predicted.


Thank you for your reply.

Kindly note that our rules are given to us by the UKGC.

Unfortunately, without this proof, we would not be able to pay out any winnings.

Please note from our terms and conditions:
5.8.3 Any other documents that we consider necessary in order to complete our Checks.

Have a lovely day.

Kind Regards,



Bailey

 

[geordiecolin]

They are giving you an out so in your shoes I would open the account for the purpose of receiving the money then simply withdraw it never to have dealings with the casino again

 

[thr0b]

Yep. Are your principles worth several grand? Get it reopened, get your money and close it.

 

[Steviedoo]

They are giving you an out so in your shoes I would open the account for the purpose of receiving the money then simply withdraw it never to have dealings with the casino again

It’s not an out. They are forcing me to do something I think I should not have to do.

 

[goatwack]

Can always close the bank account after

Just don't let them diddle you out of your rightful winnings

 

[geordiecolin]

It’s not an out. They are forcing me to do something I think I should not have to do.

You asked for input and I believe the vast majority of the forum would say the same as I have done

 

[paul7388]

No surprise. They are the casino that lost details when they transferred to new platform.

They are the casino that required me to to reverify myself several times and still could not answer why i needed to again when account was verified.

They are also the casino that i needed to make a deposit from Neteller to withdraw funds when they transferredover as Neteller details were no longer there.

Also I only ever deposited by Neteller and occasionally Paysafe. But because i made a mistake of after many Neteller deposits i used 2 paysafe in a row i could only withdraw by Bank transfer.

So although i had never deposited by Bank and Never would and did not even want to withdraw to Bank i had to send Bank statements that took about a week to verify.

Also the casino that i would not be in a hurry to deposit at ever again. They are only casino that you think as ive not played at it for a while if i win and withdraw will i get hit yet again with crap that i need to reverify account for umpteenth time.

Great Casino till day Ben went to pastures new. Maybe it should be the case that once the people running casinos leave that if the new people want to stay accredited they should go through some sort of review a few months after as Guts is no where near what it used to be yet still keeps same score.

Anyway good luck steviedoo hope it all gets sorted in the end

 

[mack341]

I can go deposit 20$ in my bank account 2 minutes away from home and my bank account will be reactivated and that’s the bank That is verified on their account. But I do not want a bank account.

Definitely do this ^ there's no point in discussing with them the finer points of regulation and laws re SOW's and aml, because even if you can prove them wrong from a logical standpoint, they'll just reply we see it differently and you still won't have your winnings

 

[Steviedoo]

You asked for input and I believe the vast majority of the forum would say the same as I have done

Sorry. It was not meant to be antigonistic.
Yes. I asked the forum knowing full well what the forum would say cuz I’ve said it a thousand times to players on this forum in similiar situations.

 

[dionysus]

my advice wouldnt be any different - jump through the hoops, get your money, take your money elsewhere
the fact a rep hasnt so much as come in and said, 'hi stevie, ive sent you a pm' proably will have a lot of other members taking their money elsewhere as well

 

[Mouche12]

Then, as said before, a PAB would be the right way out of this loophole.

Thus, it can be determined by an independent party if Guts is unreasonable in applying this rule as you've never made a deposit with your card that is linked to an non-active bank account.

It looks like they're adamant about not paying you.

 

[colinsunderland]

Clearly trying to get out of paying. The rep obviously couldn't care less as they were online yesterday, haven't replied to the thread or replied to your PM's. A rep from a different casino has had to try to help as @Guts are useless.
@Steviedoo when did you attempt the deposit with the card? Why are they asking for the bank account, surely a photo of the card would do (not that it matters as you have never used it there)

Also, you aren't in the UK are you?

 

[Steviedoo]

Clearly trying to get out of paying. The rep obviously couldn't care less as they were online yesterday, haven't replied to the thread or replied to your PM's. A rep from a different casino has had to try to help as @Guts are useless.
@Steviedoo when did you attempt the deposit with the card? Why are they asking for the bank account, surely a photo of the card would do (not that it matters as you have never used it there)

Also, you aren't in the UK are you?

not in the UK at all.

I will comply.

Clearly I am at their mercy.

they asked for a photo of the card. and the bank attached to it. i gave the photo of the card and they insisted i give them the bank papers attached to it. both card and bank have been de activated/dormant/closed since december.

anyway whatever. i will make a small deposit at the bank to reactivate my account. and i will try to withdraw my 3k at guts. i feel defeated, deflated but mostly powerless. and yes i am getting 3k and that should make me feel better. but it doesn't. they have basically taken away my voice. no choice but to do what you are told to do. not a good feeling.

thank you guys for your input and support.

just wondering why the rep @Guts wouldn't even chime in here but i think i will let my wallet speak for itself and let this stay on here for others to see how shabbily they treat their winning customers.

as well, @Casinomeister don't know if you will revisit them but i think their rating does not reflect who they really are.



stay tuned.

 

[Playford7]

not in the UK at all.

I will comply.

Clearly I am at their mercy.

they asked for a photo of the card. and the bank attached to it. i gave the photo of the card and they insisted i give them the bank papers attached to it. both card and bank have been de activated/dormant/closed since december.

anyway whatever. i will make a small deposit at the bank to reactivate my account. and i will try to withdraw my 3k at guts. i feel defeated, deflated but mostly powerless. and yes i am getting 3k and that should make me feel better. but it doesn't. they have basically taken away my voice. no choice but to do what you are told to do. not a good feeling.

thank you guys for your input and support.

just wondering why the rep @Guts wouldn't even chime in here but i think i will let my wallet speak for itself and let this stay on here for others to see how shabbily they treat their winning customers.

as well, @Casinomeister don't know if you will revisit them but i don't think their rating does not reflect who they really are.



stay tuned.

No word of a lie, if you where from the uk, played at the likes of William hill, sky or ladbrokes this wouldn’t be a issue.
Only happens at the Maltese clip joints...
I feel for you mate and hope you get it sorted.

 

[Scott1baird]

Do the account get your money and close the guts account down never to return.

 

[Gaz237]

not in the UK at all.

I will comply.
anyway whatever. i will make a small deposit at the bank to reactivate my account. and i will try to withdraw my 3k at guts. i feel defeated, deflated but mostly powerless. and yes i am getting 3k and that should make me feel better. but it doesn't. they have basically taken away my voice. no choice but to do what you are told to do. not a good feeling.

thank you guys for your input and support.

just wondering why the rep @Guts wouldn't even chime in here but i think i will let my wallet speak for itself and let this stay on here for others to see how shabbily they treat their winning customers.

as well, @Casinomeister don't know if you will revisit them but i think their rating does not reflect who they really are.



stay tuned.

Blimey.

Ok you have been messed around a bit, trying to cash out.

Not worth going full scale Llama over it.

 

[Borgie]

Blimey.

Ok you have been messed around a bit, trying to cash out.

Not worth going full scale Llama over it.

Really?? Messed about a bit ?? Steviedoo is entitled to feel all those things. I'm sure you'd be unhappy if it were you.

 

[colinsunderland]

not in the UK at all.

I will comply.

Clearly I am at their mercy.

they asked for a photo of the card. and the bank attached to it. i gave the photo of the card and they insisted i give them the bank papers attached to it. both card and bank have been de activated/dormant/closed since december.

anyway whatever. i will make a small deposit at the bank to reactivate my account. and i will try to withdraw my 3k at guts. i feel defeated, deflated but mostly powerless. and yes i am getting 3k and that should make me feel better. but it doesn't. they have basically taken away my voice. no choice but to do what you are told to do. not a good feeling.

thank you guys for your input and support.

just wondering why the rep @Guts wouldn't even chime in here but i think i will let my wallet speak for itself and let this stay on here for others to see how shabbily they treat their winning customers.

as well, @Casinomeister don't know if you will revisit them but i think their rating does not reflect who they really are.



stay tuned.

So heres the thing, you aren't in the UK, so you aren't playing under the UKGC license. So wtf are they quoting UKGC rules (well made up rules) at you for? The UKGC has no input into what they do with you as a customer.

Also, you were verified late last year weren't you when you had hassle with them then, so why are they now asking for more information? Notwithstanding the fact that verification of a card that hasn't been used for a transaction is not required (how can you be money laundering/proceeds of crime from a source that has never been used for a successful transaction), if you attempted to make the deposit with it before then, then theres no reason to ask you for it now.

From what they have been asking you for, it sounds like some of it has previously been verified. In which case it sounds as though you are another victim of them not actually having a clue what they are doing, or possibly losing previous verification documents/not looking on the right system, as has happened on numerous occasions in the past.

I am still waiting on a response from June last year to certain questions I raised with them regarding data protection, and a public statement on here by GIG which I was told would happen. I was told it would take some time, however 10 months is taking the piss.

Just to let anyone know, if they didn't see my posts previously about it, if you had an account with Guts in early 2015 then there is a good chance some of your data was exposed to hackers, through Guts email provider, Sendgrid. Guts have denied this on more than one occasion (ie lied) but the proof is there. They also denied ever using Sendgrid to send emails, another lie.

They are a complete shambles and in my view, people should avoid them.

 

[goatwack]

I suppose one could say the tea I'm drinking is a 'little bit wet'

 

[Playford7]

Accredited.. haha
Make 888 look like videoslots.
Embarrassing

 

[ShadyFei]

Here's what you do:

• deposit the $20 and beat them at their own game
  
• get your money they owe you
• flip them the bird
• never play at their casino again
  
• and finally, tell this story often and bad-mouth them every chance you get.

See? Simples!

 

[dionysus]

all but the last part

 

[Gaz237]

Really?? Messed about a bit ?? Steviedoo is entitled to feel all those things. I'm sure you'd be unhappy if it were you.

I know all about Guts, had a four figure sum a couple of years ago, which I could not draw out.

No matter what I sent in, they rejected for various reasons. They had everything, Passport, DL, Bill, statement ect. Same pictures I have used for other casinos. They kept saying not clear enough can't recall the other reasons.

In the end after 2-3 weeks it was a stalemate as I said, have nothing else to send.

Said I was going to do a PAB on Casinomeister. Money was in my bank the next day and they had closed my account.

Yes I was peed off at the time, but there was a lot more important things going on in life, than overly stressing out over a few quid. that I knew I would get paid eventually.

Same as the OP. He could of just popped down the bank, deposited and would of been paid by now, then could of closed the bank account..

Sticking to your principles is fine, but don't go all Llama if you don't get your own way.

 

[dionysus]

I know all about Guts, had a four figure sum a couple of years ago, which I could not draw out.

No matter what I sent in, they rejected for various reasons. They had everything, Passport, DL, Bill, statement ect. Same pictures I have used for other casinos. They kept saying not clear enough can't recall the other reasons.

In the end after 2-3 weeks it was a stalemate as I said, have nothing else to send.

Said I was going to do a PAB on Casinomeister. Money was in my bank the next day and they had closed my account.

Yes I was peed off at the time, but there was a lot more important things going on in life, than overly stressing out over a few quid. that I knew I would get paid eventually.

Same as the OP. He could of just popped down the bank, deposited and would of been paid by now, then could of closed the bank account..

Sticking to your principles is fine, but don't go all Llama if you don't get your own way.

tbf you just stated you didnt see your funds up until you said you were going to PAB, so it seems a good thing Stevie is addressing this publicly - if not only to get her funds but to warn players and your own story seems to cement that

 

[dionysus]

edit - his, always get that one wrong

 

[Gaz237]

tbf you just stated you didnt see your funds up until you said you were going to PAB, so it seems a good thing Stevie is addressing this publicly - if not only to get her funds but to warn players and your own story seems to cement that

He was advised to PAB a few pages back.

I think The lack of a Rep on this forum dealing with this is appalling.

My only point was the OP could of made this situation easier, even if he shouldn't of had to.

 

[goatwack]

I thought Steviedoo was female?

 

[Borgie]

I thought Steviedoo was female?

Me too . You are female too right ?

 

[goatwack]

Me too . You are female too right ?

Yes

 

[dionysus]

Yes

im just going to start using their

or in goaties' case, shumimerem and cover my bases

 

[colinsunderland]

He was advised to PAB a few pages back.

I think The lack of a Rep on this forum dealing with this is appalling.

My only point was the OP could of made this situation easier, even if he shouldn't of had to.

She.
You are saying that, but throughout this the history is, GUTS ask for something, she supplies it, GUTS asks for something else, she supplies it, GUTS asks for something else, she supplies it.
What makes you think they will pay her even if she does supply a bank statement?
They are asking for things they have absolutely no reason to ask for, they are saying its down to the UKGC who, when I last checked, don't cover Canada. There has to be a point you say enough. I most certainly wouldn't be re-opening a bank account just to send them a statement, which they are likely to reject or then ask for something else after I did.

 

[dionysus]

She.
.

see, always wrong

 

[Gaz237]

She.
You are saying that, but throughout this the history is, GUTS ask for something, she supplies it, GUTS asks for something else, she supplies it, GUTS asks for something else, she supplies it.
What makes you think they will pay her even if she does supply a bank statement?
They are asking for things they have absolutely no reason to ask for, they are saying its down to the UKGC who, when I last checked, don't cover Canada. There has to be a point you say enough. I most certainly wouldn't be re-opening a bank account just to send them a statement, which they are likely to reject or then ask for something else after I did.

Then she/he should of started a PAB when advised to.

The casino is accredited, so she/he knows they will get paid.

I,m confused now as I thought Stevie was a HE.

 

[dionysus]

I,m confused now as I thought Stevie was a HE.

me too
though im really bad at this

 

[Gaz237]

Guts seems to have always been a nightmare regarding verification.

Not somewhere I would recommend friends to play at.

Shame really as they used to be great.

I'd had plenty of withdrawals but they said my last one put me over some sort of threshold, which needed the extra ID?.

 

[Steviedoo]

The email I got when I asked to see where in ukgc aml does it state they need to see proof that my bank account is not active.



We can understand your frustration, that sometimes come with the "Know Your Customer" process referred to as "KYC", but the procedures taking place are in fact due to Anti-Money-Laundering and Terror Prevention Regulations set out by the EU which we have to follow.


These can be read up here:

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

In certain cases a withdrawal towards a bank account that can be traced to you as legal person is furthermore legally required.


We would feel gutted to lose you as a customer but in this case we have to follow existing laws.



Please kindly feel free to contact us with any question or concern you might have.

 

[mcgameboy]

Sebastien from rizk has tasked someone at guts to look after this.

But we are at impasse.

They want a bank account.

I asked to see where in the ukgc aml rules that they need proof of this. They have been quoting this excuse at every turn. He then came back to me and quoted their own rules and reg that I agreed to when I signed on to guts two years ago.

I’m seeing this as a thinly veiled threat to close my account and return my deposit.

Honestly it is now become a point of contention. I can easily give them what they want. But I have a limit on what info I should be giving a casino. Yes it’s not life threatening info. But The point being I deposited in a variety of ways at said casino and no one ever questioned that. Now at the withdrawal stage we have a problem.

Tell me what to do guys, am I being stubborn?
I can go deposit 20$ in my bank account 2 minutes away from home and my bank account will be reactivated and that’s the bank That is verified on their account. But I do not want a bank account.
I don’t need a bank account. I was forced to send this info for a card that was never deposited with but tried to deposit with. And now they are using it to not find an alternative way to pay me.

YES, I'm afraid to say you are. You said it yourself, you can easily give them what they want.

It's pretty much like this. Whether you like it or not, I don't see any outcome other than you having to cave in.

The question is will you be caving in with 3K in your coffers? Or with 3K in theirs because you spunked it all back out of pure frustration?

If you want the 3K badly enough, then you will temporarily remove your self-imposed limits on what info you believe you should be giving to a casino.
Principles are all well and good, but I've yet to find one that will pay the bloody bills.

Just for the record, I find GUTS' actions to be deplorable.
But at the same time - and I'm sorry to have to say this - I find your own inactions to be a part of the problem now.
FWIW, I also have limits on what info I believe I should be providing to a casino, but when push comes to shove and there's 3 grand on the line,
I know what battle to choose to get involved in and which one to stay the hell out of.

Forget about this self-defeating and futile battle of wills that you are currently engaged in. It is doing you no favours whatsoever.

You know what you have to do. So go bloody well do it. End this farce. Go to the bank, reopen your account, collect your 3 grand.
Make sure this unfortunate episode ends on a high note for you, not a sour one.

Then after that, you can flip GUTS the bird, close your account with immediate effect and go somewhere else, a place where you don't have to put up with this nonsense. And if you really have to, empty your bank account and store the 3 grand in a shoe box or under your mattress.

Life is too short to be going making principled stands that only serve to actually cause you undue and avoidable stress. So don't do it.

PS I'm sure you remember the recent thread concerning Chopley and LV. He did what was required to get his money, then closed his account.
Be like Chopley.

 

[paul7388]

Okay after reading last two pages i think it is clear that steviedoo should do the right thing and prove once and for all that they are indeed female.

But as for Guts verification agreed it is as bad as you get.

Originally live chat would check documents and say yes we can accept them. First time i had to verify what i sent was not clear etc. But through live chat it was all settled quickly. Then on later occasions, Yes indeed i had to verify more than once even tho amount deposited was not much, They no longer provided help on live chat. Took a week of sending emails. Getting reply next day, resending and waiting days for next reply. Took a week to get reverified.

Hence reason i would not bother depositing there as never sure if they will ask you to reverify on every withdrawal lol.

 

[Steviedoo]

Blimey.

Ok you have been messed around a bit, trying to cash out.

Not worth going full scale Llama over it.

As pleasant as always , I see.

 

[Steviedoo]

YES, I'm afraid to say you are. You said it yourself, you can easily give them what they want.

It's pretty much like this. Whether you like it or not, I don't see any outcome other than you having to cave in.

The question is will you be caving in with 3K in your coffers? Or with 3K in theirs because you spunked it all back out of pure frustration?

If you want the 3K badly enough, then you will temporarily remove your self-imposed limits on what info you believe you should be giving to a casino.
Principles are all well and good, but I've yet to find one that will pay the bloody bills.

Just for the record, I find GUTS' actions to be deplorable.
But at the same time - and I'm sorry to have to say this - I find your own inactions to be a part of the problem now.
FWIW, I also have limits on what info I believe I should be providing to a casino, but when push comes to shove and there's 3 grand on the line,
I know what battle to choose to get involved in and which one to stay the hell out of.

Forget about this self-defeating and futile battle of wills that you are currently engaged in. It is doing you no favours whatsoever.

You know what you have to do. So go bloody well do it. End this farce. Go to the bank, reopen your account, collect your 3 grand.
Make sure this unfortunate episode ends on a high note for you, not a sour one.

Then after that, you can flip GUTS the bird, close your account with immediate effect and go somewhere else, a place where you don't have to put up with this nonsense. And if you really have to, empty your bank account and store the 3 grand in a shoe box or under your mattress.

Life is too short to be going making principled stands that only serve to actually cause you undue and avoidable stress. So don't do it.

PS I'm sure you remember the recent thread concerning Chopley and LV. He did what was required to get his money, then closed his account.
Be like Chopley.

Would never play it back. Learnt this the hard way a few years back.

 

[Steviedoo]

The withdrawal was not processed to my bank account until I went to CS a few minutes ago and asked what the hold up was....he then said I had to withdraw to my bank.
I told him I did. And he came back and said it was approved.

The 3k is no longer reversible.

So now I wait to see if my bank will take the transfer.
5 days.