Self exclusion not detected, delaying deposit refunds

I have made four withdrawal requests from my Guts account early in the morning of Monday 17.2. Total amount 12332€.
Since then, the withdrawals have been in ”waiting approval” state. I have been in contact with customer service daily, both via chat and email, but I have only received automatic responses stating that the withdrawals are under ”standard control”. I have tried to ask for more information, but I only get the same automatic response to all my questions. The matter has not progressed at all in three days, now it’s the fourth day. My account has been confirmed and the winnings were played with my own money, no bonuses.
I have never had a problem with the site before, withdrawals have always worked smoothly. Four days seems like an unreasonably long time, especially when the matter is not opened further/do not communicate or explain anything. I’m waiting for the casino to process my withdrawals as soon as possible.

I opened new account, because reviews are positive and payments are fast. I was playing 2-3 months. Deposited a enough money. Not small amounts. One day won $1800. Sent for withdrawal $1600. Right after that they blocked my account. They asked me to do a verification process. I sent everything that was required, after they asked to proof an address again, because they don't accept what I sent (but it was a paper mail, showing name and address, don't understand why it's not good) but ok, I sent 2 different documents to proof my address. So they accept them, told me everything verified and ask me just to wait 24-72 hours and they will reopen my account.
But then this problem just started! They told me they need to see some transactions from bank account showing deposits. So I sent that. After they told me another department has to check that, but it took so long. I chat with them every day and they keep saying same things everytime: please wait the relevant department working on it".
After I got email from them to fill up questionaire "Source of Welth" - my annual income, how I'm getting money etc. It was very strange, because even banks don't ask that kind of questions if you come to open an account. But I really need that money, so I sent them this too.
After that they were just ignoring me, in live chat they were saying wait 24-72 hours, after a week they didnt even say 24-72 hours. And I was very upset.
After 3 weeks of waiting I went to another live chat, but they page of chat was unavailable. So I email them and asked what's going on with my account? They reply same things that relevant department is checking my account. After 3-4 emails they reply me this:

Thank you for contacting our customer support.
Kindly know that we are sadly no longer able to offer our services to residents in Czech Republic in which case your account has been closed accordingly.

We apologise for any inconvenience and thank you for your cooperation and understanding with the above.

Should there be anything else we may assist you with, please do not hesitate to contact support as we are available and happy to help.

May I wish you a pleasant rest of your day.

Best regards,
Maya
Guts Customer Service.

And it's discussting because I am in Canada!!!! Not in Czech Republic!!!! How you can reply this???? So i email them that it should be a mistake. So now I'm just waiting again. I'm very happy I found askgamblers site. I hope Guts casino resolve this through you guys.
Please and thank you.

I would like to file a complaint about delayed payments on Guts.com

I made 2 withdraws on 26th and 27th of May, and I have still not recived the funds.

The withdraw was made using bank transfer, and my account is approved and all the papers are in order.

I have been in touch with LiveChat many times, and have only been told that there is nothing I can do but wait.

This is because of new legislations in Norway, so the banks wont accept the funds. This I can understand. But they say that the issue is resolved now, and you can make a withdraw using bank transfer.

But my funds are still missing.
And no answere from LiveChat.

And no information on this. I have had to contact them to get information on the issue.

I would really like this case resolved. Would even be willing to withdraw it to Neteller, and then to my bank account (wich I would loose on, because of exchange rates)

Regards
Upset customer

Hi there,

I have in total EUR 2500 pending balance, my account has been fully verified but they don´t want to open my GUTS account, I asked them many times by chat and they keep saying that it will be solved soon.

My docs are approved, I also did received an e-mail from the as confirmation and in the e-mail it states that all my withdrawals go trough now, but they don´t.

GUTS, please send me my money and re-open the account as I did send all documents and you even approved them..

Thanks in advance,

Hello, ive been Playing on Guts.com and had a awesome Winning Streak which ended up in 1250Eur Winnings, which i set to Withdrawal. After i started the Withrdawal Process, i setted up a Loss Limit of 51Eur for a Week, since i dont want to let myself Loose my Winnings, eg. Reverse the Withdrawal, well the Loss Limit did worked well, i couldnt Play any Game on the Website without getting the "Loss Limit Exceed" Popup. Alright, so i usualy set Loss Limits, to dont Reverse my Withdrawal, to keep the Winnings Payd-out instead of having a weak moment which costs my entire Winnings. Well Unfortunately i was still Able to Exceed the Loss Limit trough the Websites Poker Client -> Including Microgaming Slots , which i COULDNT Play on the Websites Casino Section itself, but trough the Web-Based Poker-Client, which is Technical Issue on the Casinos Responsability, what i mean is : I wanna have Refund of all the Bets , eg. the Money Amount that Exceeds the Loss Limit of 51Eur (>>1250Eur) since the Responsible Gaming Function of the Website malfunction and still let me Exceed my Setuped Limit after Withdrawal Queue. Read here the Chatlog : ***************************** (15:57:06): Loss Limit Issue -> Need to talk to a Support Manager please. System (15:57:06): You’re with Guts, how can we help? Stefan (15:57:33): Hello Rico, I can see what I can do for you there. Stefan (15:57:59): may I kindly ask you to confirm your full name, email address, date of birth, please before I can see if I can get. Stefan (15:58:11): get one~ Me (15:58:29): Me Stefan (15:59:16): Thank you Rico. Can you please give me a moment while I'm trying to get hold of one? Me (15:59:31): Thanks Stefan (16:00:33): I can see that you currently have a net loss limit of 51 euro's per week set on your account. Would you like this to be changed? Me (16:01:58): no no, i have to complain, since the Limit Didnt worked as it should. Thats why i need to talk to a Support Manager since its a special case. Stefan (16:02:58): Unfortunately, you're not able to speak to a support manager as the support handles all the complaints. As it did not work, I can have a look for you to see exactly what is issue was as to why it did not work. Me (16:04:18): Do you see when i have setuped the Limit? I mean exactly Date and Time..? Stefan (16:04:54): Yes, I can see the exact time and date you set the limit, which was on the 2018-09-14 19:19:00 UTC Stefan (16:05:39): It was reset on the 17th of september as it is a weekly limit. Me (16:06:09): Alright fine, do you agree with me, that after setting this Limit , it would be impossible to Lose more then 51Eur for the Period of a Week right? Stefan (16:09:06): Basically it's your deposited money and not your winnings as you have won on us. Therefore you have not lost. As you still have a winning session. You can not lose more than what you deposit, if you have a net loss limit of 51 EUR that is how much you can maximum lose. Stefan (16:10:03): However, you currently have a winning session a quite big one. Me (16:14:05): Yeah, i put the Winnings on Withdrawal Queue and setted up the Limit, which indeed worked, BUT there was Still a Possibility to still Gamble the Whole amount, with Slots , and this is a Issue that is Violating the Responsible Gaming Part of the Casino itself as Operator Stefan (16:15:46): Yes, that is correct you could still gamble the entire amount as you have won around 1200 euros, you are on the plus side. Which means that you have a winning session as you are not using your deposited money, you are using your winnings. Which is as to why you can gamble up to 1251 instead of only 51.00 euro per week down to. Me (16:18:52): Which is not Stated in any Terms of the AGB, and as i said before, prior setting the Limit i put the winnings to withdrawal queue, and as i said before, its an Software Issue, and should not be possible to happen. Stefan (16:19:33): I'm gonna have a look at this as I have escalated this to see exactly what is going on, can you please hold on for me? Me (16:20:24): yes ofocourse. Stefan (16:20:39): Thank you for that. :) Stefan (16:21:57): We are gonna double check everything. We are gonna get back to you over email as we need to review this. Stefan (16:22:56): As I have not received an answer or they have not been able to see my message. As soon as we receive an answer regarding this, we will get back to you as soon as possible. Me (16:23:30): Alright. Thanks Stefan (16:24:04): No, problem. Sorry I could not give you an answer straight away as it has to be escalated. However you will receive an answer as soon as possible. Stefan (16:26:29): Are you still here Rico? Me (16:26:37): yes Stefan (16:27:39): You should receive an email today. As I have escalated this. Therefore, right now there's nothing I can do except wait. Stefan (16:30:20): Hold on, I managed to get a response Me (16:30:37): ok Stefan (16:32:30): Ok, so it is that you have lost 11 euro in gross, which is not close to those 51 euro. Therefore you can still lose 40 euro as it counts as the deposit money not winnings. Stefan (16:33:47): As it is what you have deposited you can lose (that counts to the net loss limit). Me (16:36:30): I understand, but still let me lose the Whole Winnings 0f 1250Eur , trough the Poker Webclients Built in Microgaming Casino, which should NOT be Possible, but it is. And its the Casino`s Responsibility to dont let the Limits exceeded, however. Stefan (16:38:37): Those 1200 Euros that you lost are gross losses and not net losses. So far you have lost 11 euros in net losses, since that is from your deposit. Me (16:43:12): This is nowhere stated in the Terms&Conditions. BTW: For what is the Deposit Limit Function ? I repeat, the Loss Limit worked very well, i couldnt play any Casino Game at all, without getting the Notification that i reached my Loss Limit. In Fact, there`s Practically no similiaritys which you describe how that loss limit should work. BUT i was Able to Play the Money THROUGH the Poker-Client`s Built-in Slotmachines, which Violates the Loss Limit, and is a Violation of your Responsible Gambling Regulation. Stefan (16:45:30): Oh ok, then I understand what the issue is. I'm gonna send this further as this is gonna have to be escalated. Stefan (16:46:32): Then you will be receiving an email as it could be tomorrow that you receive an answer. Due to the escalation that is needed. Stefan (16:51:55): As I am not receiving an answer I'm gonna close the chat, and you will receive an update over email as soon as we have an update. Please helpme getting back my Winnings, since its not my Fault, its a Software Issue In the Meanwhile they closed my Account because of "Investigation" , so i went back to Live-Chat asking whats going on : Me (04:53:03): Why you have Closed my Account without notification? System (04:53:03): You’re with Guts, how can we help? Veli (04:53:58): Hello Rico! Lets solve this immediately! Veli (04:54:07): For security reasons, I need you to confirm your home address, phone number and date of birth. Veli (04:54:10): I am sorry to hear this. Me(04:54:49): verification Datas supplied Veli (04:57:05): Thank you. Sorry for taking this time. Me (04:58:47): Alright Veli (05:00:25): Your account is in a normal security control. We will let you know when your investigation has finished. I apologize for the inconvenience caused. Me (05:01:56): What timeframe can i expect ? since its 2 weeks ago Veli (05:04:35): It is a technical difficulty that is being fixed. I am sorry, but there is no time frame at this moment. We will let you know once it is checked. Veli (05:06:59): Remember, we are here around the clock for your assistance! Is there anything else I can help you with? If not, Thank you for coming to 'Live Chat'. Feel free to rate me and leave a comment as you close the chat. That is highly appreciated! Thank you! Veli (05:11:06): Bye! Since the chat hasn't been active for a while, I will close it down and help other players. Do not hesitate to contact us again. Thank you. Today i Received the Following E-Mail Concerning the Complaint: Hi , I hope all is well. I'm contacting you regarding your your query from September 15th regarding your casino net loss limit. Please be advised that your casino net loss limit only applies to games played in the casino section of the website and you were therefore able to play in the poker client, if you wish to have a net loss limit on poker then that is something you need to apply in the poker client. Can you please confirm how you feel in regards to your gaming, do you feel in full control? I'm asking as you decided to play for your funds even though you believed it exceeded your limit. We offer a self-exclusion option on site for players who feel they're gambling has become a problem, a self-exclusion blocks you from Guts and our sister sites for a specified duration, is this something you would like to use? Best regards Casper Player Safety Team Leader Guts Customer Support Which i Responded : Hi Casper, I cannot believe to get such a Redickeless Answer after such a long "investigation" Time, since its YOUR FAULT , that let me Exceed a Limit , which was Setted Correctly, but your Implementation in Website does not Work as it should. 1.Please be advised that your casino net loss limit only applies to games played in the casino section of the website and you were therefore able to play in the poker client Dont Tell me, the Slots which i could acess trough the Poker-Client aren`t the Same/Different then the Microgaming Slots i couldn`t Acess trought the Casino-Section, if you review the Log-Files we knew, THEY ARE IDENTICALLY , only the Way to Acess them, was possible to me, because of the Software-Fault it has inside, and i would Accept without any Reason, if i`ve losed my Winning by Playing Poker over the Poker-Client,but its not! Can you please confirm how you feel in regards to your gaming, do you feel in full control? I feel Scamed, Regarding that your Software-Bug did Cost my Winnings, which should NEVER EVER Happen, According to the Responsible Gambling Part, youre offering Limiting-Tools which are definately not work corectly. Because i knew, there`s maybe a little Moment of my Personal Issue, to Reverse Withdrawal and Gamble more, my Methodology was always the same, and works Great for me, its easy and simple: Deposit -> WinCertainAmount -> PutTheAmountidLiketoWithdrawToWithdraw -> with the Restamount i leave on the Balance -> Seting the Loss Limit for the Timeframe i expect for the Withdrawal Suceeds -> Thats the Effectivest way, and works Fine for me! I dont need any Self-Exclusion or whatever, in my Opinion its your Responsibility, that your Limitation/ResponsibleGambling Tools Provided are WORKING, which in my Case, FAILED. And Because its your Responsibility as Provider with License, to Ensure the SaferGambling Regulations and be fully Responsible, when those Arent working. (EG: Ive made the Decision to Safe my Winnings, with the Loss Limit Function and it seemed to Work, (and to Exclude the Poker Webclient from the Casino Section and the Limit-Function is wheter stated anywhere in your Terms & Conditions, nor make you Irespondible, for what happend!) I would sugest the Same Procedure as it would be Fair, and Correct, to Reverse any Bettings taken after the Point the Loss Limit Failed to work, otherwise il have to Escalate the Whole Complaint, trough UKGC & MGA / AskGamblers / ADR which i just haven`t done yet, believing Guts.com is a Serious and Responsible Provider, which Acts Regulation Conform, and i still think (hope) we are find a Solution, which Satisify both Parities. Thanks in Advance

I'm using VPN tunnel for work to connect to the needed services in another country. During VPN session I login to the GUTS account and played for a while. Nest day my account was closed without any further explanation. I had funds on my account and casino simply not allows to withdraw them. I honestly don't understand what exactly i did wrong. I had been good customer and played in the Guts a lot last half a year.

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

won big out of the free spins but could not withdraw. So i spoke to the chat agent and they told me before i can withdraw my winnings i had to get through the play through which was about £4685 still to play before i can withdraw the winnings. Which was a downfall but i continued to play for a further 3 hours to get through my play through. Once i had done this i had to deposit in order to withdraw which i did. And then withdrew the funds totaling £2520. 2 days later i received an email stating that i can only have £100 of my winnings as per clause 9. Not been funny but what was the point of accumulating money and 3 hours later getting to a figure i thought was a good win to only be able to withdraw £100. I think that this is a scam and what is the point of letting you win more that £100 if you cant withdraw your actual prize. I use several online casino sites and i have never had this problem. I have just spoke to one of there agents and he has told me it is at the managers discretion and there is nothing they can do