Ag Awards

Guts Casino - Not completing my verification

Complaint Info
Disputed casino Guts Casino
Reason Verification issues
Amount $ 1000
Posted on August 7, 2018

I had been spending and wining on Guts when I was asked for a verification process to be carried out. I have already done this and was done when I opened the account a year or 2 ago. I've always been able to make withdrawals with no problems.

I was asked to provide a number of proof photos for the cards I was using, this is fine and I did this. However they asked me to provide a photo of a credit card that expired a year ago and no longer exists. they told me to go to a bank and ask for a proof of ownership. ( I work in a bank and in New Zealand, this does not exist) So i went to my bank at a great cost of time and travel and they were only able to provide an old satement and stamp it.

this is now 3 days after the first request. I submitted this statement and contcted GUTs to say its with them. they said to wait 24 hours. So I did, contacted them 24 hours later and the rep said that they need the document. (by now i'd been told so much rubbish from so many reps)

I asked for a manager and spoke to someone who was able to confirm they have all the documents, and all are correct. Great ! she said it will be verified and unlocked very soon, or within 24 hours.
Its been 6 days since that conversation and they are not verifying my account.
I want to withdraw about $1000 and this is just so difficult.

I have just been in touch with them and they just wont or cant tell me anything. They just say the team are needing to do extra checks. Would 6 days not be enough.

Anyway, please can you help me as I just want to withdraw the cash and use the account again.

I have full transcripts of the comical chats Ive had with the reps

Thank you

Posted on August 8, 2018


Thank you for your feedback! We are very sorry to hear that you are feeling this way!

Kindly check your private messages and provide us with the requested information, so that we are able to assist you further.
Thank you in advance!

We will be happy to hear back from you.

Kind regards,
- Your GUTS Ask Gamblers Team

Posted on August 12, 2018

Dear @jdime666,

Please let us know if you have cooperated the casino and sent the required information. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

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