Guts Casino - Stalling €2,500 withdrawal

Hello and good day Julianmt,

Thanks for reaching out to us here at Guts.

We're sorry to hear that you have been locked out of your account with withdrawals pending. Please send an email to [email protected] and copy paste your complaint.

Make sure to send the email from the same email connected to your Guts account or state your First and Last name, Email Address connected to the account, Date Of Birth and your Home address in the email. Once I have received this I can look into your case.

Have a lovely day and take care until we speak again.

Best regards,
Oscar
Guts.com

Hi Oscar,

The provided e-mail address is invalid, you are stalling the procedure again?

I send the e-mail instead to [email protected] and [email protected]

Julian

Hello and good day Julianmt,

Sorry about that it's my mistake, the email is [email protected], I added an s which wasn't supposed to be there.

Thanks for sending an email to one of our other inboxes, I will review it and get back to you.

Best regards,
Oscar
Rizk.co,

Still no response from GUTS, still no funds.

Hello and good day Julianmt,

I am sorry to inform you that your account is still under review and we're therefore unable to give you an answer about your funds as of this moment.

But once the review is completed we'll be able to get back to you with more information.

Sorry that I couldn't be of more help at this very moment.

Best regards,
Oscar
Guts.com

Dear Oscar,

What is the timeframe please?

Thanks,

Dear Guts Casino,

Please let us know if there's some update regarding this case.

Hello and good day,

We'll chase this case tomorrow Monday 1/7 and provide an update hopefully containing a resolution to this case. We're sorry for the time it has taken to provide an answer.

Best regards,
Oscar
Guts.com

Guts is providing false information all the time, here some proofs:

At 23-06 they say they will re-open the account but I only have to wait a bit more

Me (00:36:19): But they checked my docs? For what I wait now?

Magnus (00:36:47): Your documents have been approved. Now we have escalated your account to the relevant department to see if it's OK to re-open.

Me (00:37:03): So, why did they closed iit?

Magnus (00:37:43): Standard security check.

Me (00:38:02): I passed

Me (00:38:10): They work till 3 if I dont mistake

Me (00:38:20): So please check with the relevant GIG guys?

Magnus (00:38:22): Your documents have been approved. Now we are awaiting clearance to re-open the account.

Magnus (00:38:34): It has been escalated, I cannot do anything until we've received a reply.

At 24-06 they say within 72 hours, but they didn´t told me anything, not a single e-mail from them

Henry (10:16:24): Let me take a look into this for you, I'll be with you in a few minutes.

Me (10:17:17): Thanks

Henry (10:24:36): At the moment, your account is under some routine checks by our security department, and as soon as they are finished, we will get back to you. Please be a little patient, this could take up to 72 hours. Sorry for any inconvenience that this may cause you.

Me (10:24:57): Please can you give me the current account balance?

Henry (10:27:53): Can you please confirm your full street address ?

Me (10:28:07): < private information removed >

Henry (10:34:38): Thank you,

Henry (10:34:56): Your current account balance is €2,490.00

Henry (10:35:12): Sorry for the delay in my reply, I was experiencing some technical issues.

And if you come to the chat after 6 days they tell you this:

Erica (19:31:04): I am afraid our team is still on this and we will get back to you via email Julian, there is no need to contact us via livechat as advised before on the email my teamleader sent.

We are terribly sorry for the waiting and the inconvenience but we will revert back to you as soon as there is a reply.

Me (19:31:42): I didn’t visited the chat for over 2 days, I don’t see why I can’t open a chat after this time.

Me (19:31:59): I will continue with what I think I will have to do, have a great day!

Erica (19:32:42): I understand that Julian, but please rest assured that we will get back to you as soon as we can and this is being looked at.

Guts, do what you have to do, re-open the account or just pay the money.. You are telling me things that are not true.

Hello and good day,

There is no update available yet but we're pushing the relevant department to look into this with the highest priority.

We'll get back to you as soon as more information is available. I am hoping that we can do it today already.

Best regards,
Oscar
Guts.com