I am not a happy bunny with Guts Casino!

[cocopop3011]

Well as you all know I have been a bit busy lately and I've honestly not had much time for gambling, just been making the odd deposit here and there really. But now I have some free time on my hands again made a deposit at Guts Casino this morning.

 

I was looking to try out a few new games really Stcikers, Dracula, Physco, Ariana (I have already tried these elsewhere but nothing serious). First game I opened was Physco - Got an error message saying this game is not available In my jurisdiction!! WHAAAAT... Exactly the same error message for Ariana exactly the same for Stickers and Dracula!!!!! In fact this is the case for ALL new games.

 

Went to live help and they can't give me an answer as to why this is happening. Only they say it's probably because of the new UK licensing restrictions. However I questioned them and asked do they have to apply for a license for every new game, the reason why I asked because I can play all other games from these software providers just not the new ones. She said no they don't but could not give me an explanation as to why this was happening. And said to try again in a few days.

 

I don't get it I've always gone to Guts as one of my main casinos to try out new games...guess I won't be doing this no more. And now I'm so angry I've just thrown DOA on auto spin for a couple of hundred spins and plan on just blowing my deposit on this game alone.

[helenakp]

Well as you all know I have been a bit busy lately and I've honestly not had much time for gambling, just been making the odd deposit here and there really. But now I have some free time on my hands again made a deposit at Guts Casino this morning.

 

I was looking to try out a few new games really Stcikers, Dracula, Physco, Ariana (I have already tried these elsewhere but nothing serious). First game I opened was Physco - Got an error message saying this game is not available In my jurisdiction!! WHAAAAT... Exactly the same error message for Ariana exactly the same for Stickers and Dracula!!!!! In fact this is the case for ALL new games.

 

Went to live help and they can't give me an answer as to why this is happening. Only they say it's probably because of the new UK licensing restrictions. However I questioned them and asked do they have to apply for a license for every new game, the reason why I asked because I can play all other games from these software providers just not the new ones. She said no they don't but could not give me an explanation as to why this was happening. And said to try again in a few days.

 

I don't get it I've always gone to Guts as one of my main casinos to try out new games...guess I won't be doing this no more. And now I'm so angry I've just thrown DOA on auto spin for a couple of hundred spins and plan on just blowing my deposit on this game alone.

 

I am not happy with them either hun,this week they had bday anniversary ,so they were giving free spins,so last month i made 1350 euros deposits there and no free spins no nada ??? and they were giving free spins for those who made deposits once in 2 months ,i think they wont see my face,for a looong time 

[Awena]

I am sorry to hear this Sharon but there is not much that could be done and I hope they will get all licenses anytime soon.

[Awena]

@ Katerina did you cleared this up with Live Support .. ?

 

They should give you Free Spins even more in order to apologise!

[NextTimeWin]

This is probably most annoying thing - when you deposit and want to play special games(which you already choose), and after deposit suddenly something goes wrong - and you can't play it.

I feel your pain cocopop

@ katemak - i am deposited around 200 in may-april(not so much), and also no any freespins. Strange.

[ACrowLeftOfTheMurder]

Guts is an excellent casino and one of my favorites.

 

They have the best CS in the business, and I have dealt with a lot of bad CS.

 

I took a short break from there recently, due to external reasons, but returned just in time for their birthday celebrations.

 

In the 3 days I have returned, I have deposited $50, received a $20 comp, and 25 free spins.

 

No other casino I have ever played at treat their customers this well.

 

I should mention that I was a long term customer before my short break, and never ever had one complaint.

 

Like most casinos, things can go wrong without them realizing, so if you don't receive an offer you think you should have, Guts are one of the best when it comes to simply asking them about it, and 99% of the time they will give it to you.

 

Coco, what browser were you using? I know many of the new slot releases don't work on Chrome or Explorer, so maybe this could be the problem. Try Mozilla if this is the case.

 

Also remember that cs agents have very little knowledge about anything, so if you ever have a technical issue, I recommend you ask the cs agent to escalate the matter to the tech team.

 

If you have any serious matters ask cs to notify Ben or Tony who are the affiliate and tech managers, and ask that one of them get back to you.

 

If it's a problem they can fix, I can guarantee they will do their genuine best to do so.

 

Unlike many other representatives, these guys actually care about the happiness of their players, so if there's a problem, they will want to help.

 

And always remember to be nice, no matter how frustrating it can be. Being friendly will get you everywhere with cs.

[LilianInThaHouse]

I am not happy with them either hun,this week they had bday anniversary ,so they were giving free spins,so last month i made 1350 euros deposits there and no free spins no nada ??? and they were giving free spins for those who made deposits once in 2 months ,i think they wont see my face,for a looong time 

This is what a called bad business strategy and I don't understand how come is possible that some casinos leave their loyal customers without awards ...

[cocopop3011]

Crow - I've been playing at Guts Casino since they opened and they were and still are in probably my top 5 casinos of all time. However I was just disappointed today when I experienced my first ever problem with them and the fact they didn't know why I couldn't play the games.

 

I can't see how it's a license issue as I can play all other games. I'm using both Firefox and Chrome. Actually and this is a first for me as I usually only play from my iPad I haven't checked to see if the games work there! I'll do that now!

 

P.s I lost my deposit DOA was not very nice to me today but in all fairness I blew my deposit on purpose out of spite

 

P.P.S I'm always nice to CS and preach this all the time

[helenakp]

Guts is an excellent casino and one of my favorites.

 

They have the best CS in the business, and I have dealt with a lot of bad CS.

 

I took a short break from there recently, due to external reasons, but returned just in time for their birthday celebrations.

 

In the 3 days I have returned, I have deposited $50, received a $20 comp, and 25 free spins.

 

No other casino I have ever played at treat their customers this well.

 

I should mention that I was a long term customer before my short break, and never ever had one complaint.

 

Like most casinos, things can go wrong without them realizing, so if you don't receive an offer you think you should have, Guts are one of the best when it comes to simply asking them about it, and 99% of the time they will give it to you.

 

Coco, what browser were you using? I know many of the new slot releases don't work on Chrome or Explorer, so maybe this could be the problem. Try Mozilla if this is the case.

 

Also remember that cs agents have very little knowledge about anything, so if you ever have a technical issue, I recommend you ask the cs agent to escalate the matter to the tech team.

 

If you have any serious matters ask cs to notify Ben or Tony who are the affiliate and tech managers, and ask that one of them get back to you.

 

If it's a problem they can fix, I can guarantee they will do their genuine best to do so.

 

Unlike many other representatives, these guys actually care about the happiness of their players, so if there's a problem, they will want to help.

 

And always remember to be nice, no matter how frustrating it can be. Being friendly will get you everywhere with cs.

 

Yeah thanks we all know that,that they are good casino,but can you explain "In the 3 days I have returned, I have deposited $50, received a $20 comp, and 25 free spins. What  20 comp .you are talking about ???Guts casino doesnt have any comp as i know !!!

[cocopop3011]

Yeah thanks we all know that,that they are good casino,but can you explain "In the 3 days I have returned, I have deposited $50, received a $20 comp, and 25 free spins. What  20 comp .you are talking about ???Guts casino doesnt have any comp as i know !!!

 

I think he means a bonus ??????

[helenakp]

Yeah thanks we all know that,that they are good casino,but can you explain "In the 3 days I have returned, I have deposited $50, received a $20 comp, and 25 free spins. What  20 comp .you are talking about ???Guts casino doesnt have any comp as i know !!!

 

ohh and about Tony i guess he is their manager,i had some misunderstanding with Guts when Neteller had ddos atack ,so i did write him email ,so 1 MONTH no answer from that Tony ,so i dont think he is good manager and specially if its about money issue,he should respond ASAP !

[helenakp]

I think he means a bonus ??????

 

dont know he is so thrilled with them ,let him explain !

[ACrowLeftOfTheMurder]

dont know he is so thrilled with them ,let him explain !

Yes, a comp is a bonus.

 

Katemak, you seem to be taking a bit of an aggressive or annoyed tone towards me, and I'm not sure why?

 

I just gave my opinion of Guts, and offered some advice to everyone that may help when having issues.

 

If you don't like Guts then I respect your opinion, but please don't take out any negativity on me.

 

Thanks.

[helenakp]

Yes, a comp is a bonus.

 

Katemak, you seem to be taking a bit of an aggressive or annoyed tone towards me, and I'm not sure why?

 

I just gave my opinion of Guts, and offered some advice to everyone that may help when having issues.

 

If you don't like Guts then I respect your opinion, but please don't take out any negativity on me.

 

Thanks.

 

That negativity you are talking,its not met for you,because as i know they read all in the forum everywhere,so that was for Guts Casino,this is my first conversation with you,so i dont know you ,so that means i have nothing against you ,but must admit ,that for a moment you surely sounded like you work for them,thats all.If you have been insulted by me then i apologize .

 

[ACrowLeftOfTheMurder]

Thanks for explaining, and no need to apologize.

 

Don't worry, you didn't insult me, but I could sense you were upset, and was just confused as I didn't think I really said anything to upset you myself.

 

No hard feelings and no harm done.

 

I don't know you either, but I now respect you for taking the time to explain yourself to me, and I thank you.

 

I can assure you I don't work for Guts, lol. They are just the best casino I've ever played at in terms of customer support, so when I saw this thread I thought it was a bit strange to hear Coco kind of got brushed off, so wanted to offer my advice.

 

From my experience, cs haven't always been able to help me either, but I have always received follow up support from either Ben or Tony.

 

I'm sorry to hear you didn't receive the same support.

 

All I can say about that is sometimes when reps are busy they may miss an email or forget to respond later. This has happened to me before with other reps, so I usually give them the benefit of the doubt, and if I don't hear back from them after 48 hours, I then send a follow up email.

 

That's just some friendly advice .

 

Maybe ValDes can ask Ben to come on board as a rep here, because then you can just pm him, and he always responds.

 

Anyway, I wish you and everyone else good luck where ever you choose to play, even if it's not at Guts.

[ValDes]

Based on my own experience as a player with Guts, I could share that Guts is not just a decent casino, but a top-notch one! And surely, their customer support is one of then best across the industry.

 

However, as with everyone else, they could also had their ups and downs, good and bad days, so I guess if they failed to respond on time or solved an issue in a timely manner as expected /based on their own quality of service so far/, you could try to forgive them Sharon and let Guts to make it up for inconvenience caused. After all you are such a sweetheart, I'm pretty sure you gonna be a happy bunny again!

 

By the way, I will do the necessary to inform the Guts representatives for AG about this thread.

[cocopop3011]

I'd just like to add that I was never slagging guts casino off which is evident in my post when I said

 

"they were and still are in probably my top 5 casinos of all time."

 

STILL ARE being my main words there. I was merely stating a point that I was unhappy I could not play their new games and no resonable answer as to why I couldn't. As I said I have been a rather dedicated member to Guts Casino from the very day they opened and I have always relied on Guts (among others) to be one of the first casinos I turn to to test out new games, so it came as rather a shock to me to learn that I can no longer do this.

 

Even though I have already forgiven Guts Casino i'm afraid unless the sort out their issue then I will be more reluctant to make future deposits unless I have already set out games I want to play with me deposits that are available to me. Luckily for guts casino im the kind of play that tends to stick to my old favourites anyway it was just on this occassion I had made a deposit to try out the new games

[helenakp]

And today they have another free spins on Funky Seventies ,but of course ONLY for selected players   The last time when they had free spins on Gonzo Quest didnt get them either,had to go to live chat to get them !!! I want free spins sent in my mail,not from live support

[ValDes]

And today they have another free spins on Funky Seventies ,but of course ONLY for selected players   The last time when they had free spins on Gonzo Quest didnt get them either,had to go to live chat to get them !!! I want free spins sent in my mail,not from live support

 

I'm curious to know what is your overall balance in Guts. Wondering if you are in a profit or not, cause this could have a significant impact over their free spins promotions being offered to you.  

 

Personally, I'm almost 2K behind in total since I joined Guts and to be honest, have no memories of not getting at least one free spin promo on a regular basis. Talking about weekly or be-weekly...

[helenakp]

I'm curious to know what is your overall balance in Guts. Wondering if you are in a profit or not, cause this could have a significant impact over their free spins promotions being offered to you.

 

Personally, I'm almost 2K behind in total since I joined Guts and to be honest, have no memories of not getting at least one free spin promo on a regular basis. Talking about weekly or be-weekly...

 

Now i opened my account and checked good,yes i am in profit with them in the last 2 months with 400-500 euros  and yesterday when i was checking for deposits,actually i opened ALL transactions and counted the withdraw as a deposit  ,so my bad info,but even before when i was depositing there and not cashing out i rarely got free spins from them !

[helenakp]

Ok i have another question related to DOA ,last night i played at Redbet casino and something weird happened ,i got the free spins feature and the free spins started from 9    instead of the usual 12 ,so i contacted the live chat if they can check,but the guy said there is nothing he can do,but he will PM theirs IT support in Monday !

[TonyKjaldstrom]

Well as you all know I have been a bit busy lately and I've honestly not had much time for gambling, just been making the odd deposit here and there really. But now I have some free time on my hands again made a deposit at Guts Casino this morning.

 

I was looking to try out a few new games really Stcikers, Dracula, Physco, Ariana (I have already tried these elsewhere but nothing serious). First game I opened was Physco - Got an error message saying this game is not available In my jurisdiction!! WHAAAAT... Exactly the same error message for Ariana exactly the same for Stickers and Dracula!!!!! In fact this is the case for ALL new games.

 

Went to live help and they can't give me an answer as to why this is happening. Only they say it's probably because of the new UK licensing restrictions. However I questioned them and asked do they have to apply for a license for every new game, the reason why I asked because I can play all other games from these software providers just not the new ones. She said no they don't but could not give me an explanation as to why this was happening. And said to try again in a few days.

 

I don't get it I've always gone to Guts as one of my main casinos to try out new games...guess I won't be doing this no more. And now I'm so angry I've just thrown DOA on auto spin for a couple of hundred spins and plan on just blowing my deposit on this game alone.

Hi Cocopop3011,

 

Unfortunately due to the UKGC license and its rules we are currently not able to offer any new games for players in UK, however this should be changing soon.  The games should actually not be visible if you are from UK, so it seems there are some issues on the way these gets hidden from the lobby based on the geolocation, and we will look into this.

 

I can also give a reply on this thread once all the games are available for UK players also.

 

Appologies for any inconvenience caused.

 

Kind regards,

Tony

Guts.com

 

 

[TonyKjaldstrom]

ohh and about Tony i guess he is their manager,i had some misunderstanding with Guts when Neteller had ddos atack ,so i did write him email ,so 1 MONTH no answer from that Tony ,so i dont think he is good manager and specially if its about money issue,he should respond ASAP !

Dear Katemak,

 

Thank you for bringing this to my attention

 

My deepest appologies if ive missed any of your contact request. Could you be so kind and send me your username in a private message and I will have a look at this first thing.

 

Kindest regards,

Tony

 

[hajnrih]

Havent played in Guts in a long time, no luck for me there in cashing out

[cocopop3011]

Hi Cocopop3011,

 

Unfortunately due to the UKGC license and its rules we are currently not able to offer any new games for players in UK, however this should be changing soon.  The games should actually not be visible if you are from UK, so it seems there are some issues on the way these gets hidden from the lobby based on the geolocation, and we will look into this.

 

I can also give a reply on this thread once all the games are available for UK players also.

 

Appologies for any inconvenience caused.

 

Kind regards,

Tony

Guts.com

 

 

 

Hi Tony

 

Thanks so much for getting back to me. Yes this is pretty much what I guessed has happened but what I didn't understand was how I could play other games from the same software as live chat said said you don't need to apply for a license for every new game you have. But anyway...this is the case and even though I am very disappointed I will live. And yes please do try and remember to let us know here when the problem has been resolved. I would be ever so grateful.

 

Once again thanks for taking the time to reply here.