Feedback Your Guts Casinomeister Team are here

[Steviedoo]

Hello everyone,

First of all, my sincerest apologies for this whole ordeal to everyone, especially Steviedoo. We’ve let everyone here down by not being active, and I’m truly sorry for that. Although usually the KYC and risk&fraud processes are out of our hand, we should still be communicating with our customers much more actively.

Earning your trust back here in CM is not going to happen in one day, but we’ve allocated more manpower to help people out in here, and now we are starting to go over the older cases that are still open. If you have any issues that you want resolved, please don’t hesitate to PM us or post to this thread.

We promise that we will try our best once again.

Best,
Alex from Guts

coming in here after the fact is well...you can add the words here.

...as for kyc and fraud...this was your team who cannot read emails...and misread what I wrote. Please do not hide behind this excuse.

anyway your apology seems fake.

It took your counterpart from a sister casino to deal with this. He reached out personally, I didn’t even seek him out. This is what a real rep does.

Unlike the guts team who come in here all apologetic and then when needed do nothing. Actions speak louder than words....

Not the end of the world but you are who you are. And the CM community knows it.

Do they talk about player retention in your meetings? Maybe you should figure that out.

Anyway best of luck.

 

[ShadyFei]

There is an easier way to to discuss the SOW policy at Guts. Just don't play there. problem solved

 

[johnnybagel]

"Occupation: Exceeding our customers expectations" - ummmm...???

 

[goatwack]

I know! They've exceeded my expectations by signing in three times a month instead of two

AND there's no apostrophe after 'customers' !!!!! Outrageous

 

[nutnut]

Never any hassle from UK Bookmakers. I'll stick with them!

 

[Slottery]

We must be reading different rulings from UKGC when it's coming to DD, EDD, SOW etc....

Would also really like to see part where 2k threshold is triggering anything else but KYC, try my best but my find function in computer can't find anything about SOW questions in that threshold. It's getting more and more confusing, for sure it's not decision of reps who post here, but practice what you follow is not forced by UKGC rulings but is based in guidelines you have decided to follow. That's your relevant departments decision and support staff and you follow that, understandable but maybe there would be place for small improovement IF you care about user experience.

Is this same applying to all your sites under same licenses or you all have own way and conclusion from regulations and follow them? You just seem to do things totally differently than most of any others who still don't get fined but only very extreme cases which all can read from UKGC site.

 

[colinsunderland]

Looks as though Guts aren't here again, considering it's over a week since they were asked questions which they have yet again ignored.

 

[Steviedoo]

Looks as though Guts aren't here again, considering it's over a week since they were asked questions which they have yet again ignored.

Shocker.

I don’t know how to close my account without self excluding.

I did take a break for 30 days.

 

[goatwack]

Shocker.

I don’t know how to close my account without self excluding.

I did take a break for 30 days.

Yup, it's symptomatic across those casinos I no longer wished to remain a customer at, one can't exclude without being tagged a problem gambler.

So nothing available as simple as an account closure, the only viable option of having the account closed indefinitely is to be placed on a list of undesirables and lepers, because that's progress, and that's helpful.

I guess they do it so that people have a change of heart and return in say, 30 days

 

[Slottery]

Shocker.

I don’t know how to close my account without self excluding.

I did take a break for 30 days.

Contact support?

 

[MaltesePlayer]

Hey Guys, GUTS were moving offices this week (I pass by them on my way to my office on a daily basis) so maybe they're a tad indisposed at the current time

 

[Slottery]

Hey Guys, GUTS were moving offices this week (I pass by them on my way to my office on a daily basis) so maybe they're a tad indisposed at the current time

Well planned move from such a big company as GIG Hope they get their things to work other direction what stock share price within a year, maybe it helps that they are listed to Sweden as well as Norwegian...

 

[colinsunderland]

Hey Guys, GUTS were moving offices this week (I pass by them on my way to my office on a daily basis) so maybe they're a tad indisposed at the current time

They were online yesterday and 24 minutes ago

Guts was last seen:

Viewing thread Your Guts Casinomeister Team are here, 24 minutes ago

So doubt its that

 

[Guts]

You stated

The Source of Wealth is mostly asked for UK players, in order to make sure there are players who're not playing if they're loaning funds, in debt, unemployed with no income, low salary, or on welfare.

This is something the UKGC has ruled which we need to follow in order to be able to operate in the United Kingdom.

Can you link me to the UKGC guidance where they even suggest players cannot play in any of those circumstances please?
Why is there nothing in your terms and conditions stating if a player is on benefits or has any debt they can't play at GUTS? Do you actively close player accounts if you see mortgage payments on their bank accounts (debt), deposit using a credit card (debt), have credit card repayment/loan repayments/car finance repayments on their bank statements (debt) etc?

When will you be making the public statement about the sendgrid data breach I was told you would do last June?

Hello and good evening Colin,

We do apologize for not getting back to you sooner.

We take responsible gaming very seriously here at Guts and want to be able to offer a safe, fair and fun way of gambling. Now this means that we might restrict a player with limits or close an account if we deem that the player is in a financial situation where gambling may cause harm financially.

This can be connected to the following term: "28.9 We reserve a right to pro-actively place financial limits or also to self-exclude Your Player Account where, for responsible gaming reasons we deem it appropriate to do so and we may refuse a request from you to remove or reduce such limit."

The reason for closing accounts or limiting them due to, debt, loans, salary or similar is case by case based and SOW is something we use to find out if a person is in a financial position that has room for gambling or not.

We're sorry for any inconvenience this might cause but it's done with good intentions.

I have sent over your request of a statement connected to the data breach to the relevant department and we'll look into a possibility for a statement with them. I have to get back to you in regards to this at a later date though, sorry.

Best regards,
Aleksi.
Guts.com

 

[colinsunderland]

thats not close to what you said previously.

 

[Jasminebed]

I would send an email asking for account closure, and explicitly state that you are not asking to self-exclude, but are unhappy with current level of customer care and communication.

 

[goatwack]

I would send an email asking for account closure, and explicitly state that you are not asking to self-exclude, but are unhappy with current level of customer care and communication.

They won't entertain that notion. They'll 'close' the account but tarnish you, so to speak

 

[colinsunderland]

They closed account quickly enough

 

[mack341]

The reason for closing accounts or limiting them due to, debt, loans, salary or similar is case by case based and SOW is something we use to find out if a person is in a financial position that has room for gambling or not.

Most people's financial position, especially if they already gamble at other casinos, is going to fluctuate within a period of time, so how frequent are you intending, on an averaged out basis, for your customers to complete a SOW? [once every 6/12 months perhaps ??]

 

[Steviedoo]

Does Account closure equal self exclusion?

If it does, it will affect my account at Rizk. And I like them.

 

[Playford7]

Does Account closure equal self exclusion?

If it does, it will affect my account at Rizk. And I like them.

Depends how the agents mood is.
I asked for a account closure years ago and got self exclude across the whole lot of MT secure sites, took months to rectify.

 

[Guts]

Shocker.

I don’t know how to close my account without self excluding.

I did take a break for 30 days.

Hello and good evening Steviedoo,

It's sad to hear that you have decided to close your account with us but we do of course respect your decision while hoping that you will give us another shot one day.

You are able to set yourself on a break for up to 30 days via your account on the site. But if you wish to block your account for an undefined amount of time then give our support a ring (chat or email) and they will assist you.

A block or time-out on your account at Guts won't affect any other casino under our license while an exclusion would.

Let us know if you have any other questions.

Best regards,
Aleksi
Guts.com

 

[colinsunderland]

or you could close the account as requested?

 

[colinsunderland]

I have sent over your request of a statement connected to the data breach to the relevant department and we'll look into a possibility for a statement with them. I have to get back to you in regards to this at a later date though, sorry.

Best regards,
Aleksi.
Guts.com

Over a month later, no statement, and no update from you? Anyone would think you were trying to hide what happened

 

[goatwack]

Pretty poor show. Placate & leave

Just what is the point.....you have reps that are on standby 24/7 and answer about a 1000 questions a day, and then you have the "Hello there" ones that say 3 words, never to darken these halls again

 

[colinsunderland]

Pretty poor show. Placate & leave

Just what is the point.....you have reps that are on standby 24/7 and answer about a 1000 questions a day, and then you have the "Hello there" ones that say 3 words, never to darken these halls again

Best laugh is, despite what they post on here, it wasn't my request, it was what I was told they would be doing, a YEAR ago!

 

[Jono777]

May have said this before but always literally 'lol' ever time this thread is bumped, namely due to its title alone, the most ironic none literal thread title ever for sure!

 

[CasinoNinja]

I received alot of 5 wager spins on wins of fortune lately, like one every week.

I am not complaining, but maybe change the game up a bit?

 

[colinsunderland]

still waiting on your statement @Guts

 

[Borgie]

still waiting on your statement @Guts

Don't hold your breath

 

[Jono777]

*Ran out of witty posts regarding "Your Guts CM Team are anything but HERE!"

 

[goatwack]

Let's go easy on the queries guys. Everyone knows they have a limit of 12 answers per calendar year, thanks to the 'One answer per month' rule

 

[Steviedoo]

How does one close their account.

 

[vnk207]

I just want to say Guts offers me so now and then a bonus, deposit €50 or more and get 100% bonus and 30 super spins. I never use reload bonus, but i have a couple times deposit 50 within that promo period, after deposit went to live chat and the 30 spins were added manual every time. Today i did the same, but this time support says my Skrill deposit doenst count for the promo:

well, this was the email, and with past experiences in mind im really dissapointed that i deposited 50eu because of this offer and i didnt received anything!

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•Guts REF: 1015
•Standard terms and conditions apply.
==================

 

[Mouche12]

Hey vnk, I often get this type of bonus too, as I am a regular depositor @Guts. It clearly states on the Reward Card that the offer is not available to Neteller and Skrill users, a bummer but so be it. But I agree this info should have been included in the T&Cs.

In my experience, if you play there regularly and don't mind asking for it (and sometimes without asking for it too), they can be quite generous with ND bonuses and free spins...!

 

[colinsunderland]

Don't expect a response from the rep, they seem to have decided not to answer the thread any more

Just remember, data security is non existent with them, they have your data, don't expect it to be secure, or them tell you when they lose it.

As GIG/Guts have clearly decided to not respond, this is a section from the last email I got from Matthew D'Emanuele, who is head of customer support for GIG, or was on the 1st of June 2018, when he said

'Once compiled and accurate and both you and I are comfortable, I would like to update the forum as a whole on the outcomes of some of the legacy claims and any necessary resolutions. Please appreciate I will have to be sensitive to the various regulatory and commercial influences but I see nothing wrong about creating transparency and then being able to move forward with the forum.'

I have had no contact from him since this, despite sending follow up emails, and obviously posting in this thread.

Just to show this isn't me being twatty about this, but that he offered to make the statement, on here, about the breach that lead to customer data from Guts being leaked onto pastebin etc. Of course no customers were informed about this as Guts lied about it when asked.

Over to you @Guts . Maybe next I will post more of your lies and maybe the customer data the head of your legal department sent to me, then threatened me about.

 

[Steviedoo]

Don't expect a response from the rep, they seem to have decided not to answer the thread any more

Just remember, data security is non existent with them, they have your data, don't expect it to be secure, or them tell you when they lose it.

As GIG/Guts have clearly decided to not respond, this is a section from the last email I got from Matthew D'Emanuele, who is head of customer support for GIG, or was on the 1st of June 2018, when he said

'Once compiled and accurate and both you and I are comfortable, I would like to update the forum as a whole on the outcomes of some of the legacy claims and any necessary resolutions. Please appreciate I will have to be sensitive to the various regulatory and commercial influences but I see nothing wrong about creating transparency and then being able to move forward with the forum.'

I have had no contact from him since this, despite sending follow up emails, and obviously posting in this thread.

Just to show this isn't me being twatty about this, but that he offered to make the statement, on here, about the breach that lead to customer data from Guts being leaked onto pastebin etc. Of course no customers were informed about this as Guts lied about it when asked.


Over to you @Guts . Maybe next I will post more of your lies and maybe the customer data the head of your legal department sent to me, then threatened me about.

Persist.

These guys couldn’t care less.

I have to say they will get my vote for the biggest disappointment in a casino or fall from grace come next year.

They have just proven over and over how they really don’t care.

 

[dionysus]

Persist.

These guys couldn’t care less.

I have to say they will get my vote for the biggest disappointment in a casino or fall from grace come next year.

They have just proven over and over how they really don’t care.

I flouted them for years, they were, well, stellar, and got 99.9% of ALL my deposits for YEARS

 

[bruinsdude]

Wait I'm confused, doesn't Rizk have the very best rating of any casino, tied with Trada? Same ownership right? How are they able to behave in this way, and retain a near perfect overall rating? Asking for a friend

 

[dionysus]

Wait I'm confused, doesn't Rizk have the very best rating of any casino, tied with Trada? Same ownership right? How are they able to behave in this way, and retain a near perfect overall rating? Asking for a friend

well, Disney puts out several movies and each run by different crews; you wont find they have identical, nor even similar ratings

 

[bruinsdude]

Agreed, I did not read the post start to finish, but the sense that I am getting is they aren't very responsive or active in the forum, does that not play into the rating, or is that stuff just icing on the cake we aren't getting to enjoy?

 

[colinsunderland]

ok so as @Guts haven't responded, here is a small selection of the data I was sent belonging to another customer, the ONLY thing that matches with me is the country. To be clear I was sent more information than this.
The person who sent this was Claudio Caruana LL.M(Strath.) LL.D, who is in charge of legal and data protection affairs of Gaming Innovation Group, & the data controller.
I blanked out the parts that are hidden, not them.

If the head of Gig's legal team and data protection officer can do this, imagine how safe your data is when anyone else is looking after it.

 

[goatwack]

I think we all know our privacy and data's 'compromised' the moment we sign(ed) up to any casino.

I also suggest most gamblers don't particularly care either, but just want to get a-spinnin! And that is the unfortunate truth

 

[Borgie]

I think we all know our privacy and data's 'compromised' the moment we sign(ed) up to any casino.

I also suggest most gamblers don't particularly care either, but just want to get a-spinnin! And that is the unfortunate truth

I have all your details . Ugly goat like creature ... DOB pretty Old - pretends to be younger .... Depositing style - the odd tenner - a right tight wad ..

Jokes

 

[dionysus]

I think we all know our privacy and data's 'compromised' the moment we sign(ed) up to any casino.

I also suggest most gamblers don't particularly care either, but just want to get a-spinnin! And that is the unfortunate truth

I wouldnt much care as almost all of the info is out there (FB, things I sign up for or enter etc etc) to be found
The worrisome part here, is all that and username, means anyone can log in and log me out/lock me out of the casino and clean me out

 

[goatwack]

I have all your details . Ugly goat like creature ... DOB pretty Old - pretends to be younger .... Depositing style - the odd tenner - a right tight wad ..

Jokes

Hold on.....which part was joking

 

[dionysus]

Hold on.....which part was joking

using the word 'pretty'

 

[goatwack]

I wouldnt much care as almost all of the info is out there (FB, things I sign up for or enter etc etc) to be found
The worrisome part here, is all that and username, means anyone can log in and log me out/lock me out of the casino and clean me out

And that's what's hilarious about it. People flout their innermost personal details on the FBs and Twitters of this world, thinking it's safe, but fret about casinos.

You're just as likely to get cleaned out from any of those magnificent social networks

 

[dionysus]

And that's what's hilarious about it. People flout their innermost personal details on the FBs and Twitters of this world, thinking it's safe, but fret about casinos.

You're just as likely to get cleaned out from any of those magnificent social networks

well, theyre welcome to pay any of my bank overdraft or bills if theyre hoping to find cash in my bank, they in for a shocker

My FB is pretty locked down, only friends can see, and I dont include my address or phone
but yeah, social media is an easy peasy way to glean all the details youd ever need

 

[goatwack]

well, theyre welcome to pay any of my bank overdraft or bills if theyre hoping to find cash in my bank, they in for a shocker

My FB is pretty locked down, only friends can see, and I dont include my address or phone
but yeah, social media is an easy peasy way to glean all the details youd ever need

I've already had a gander at your bank account and yes, your overdraft's a shocker

No money to be gleaned there, no siree