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Guts Casino - Took Money, Closed Account, No Reply

RESOLVED
Complaint Info
Disputed casino Guts Casino
Reason Account closure
Amount £ 20
sttrow United Kingdom Message
Posted on December 13, 2014

Hi there

I joined Guts Casino, received an email asking me to confirm my email address, which I did.

I then deposited £20 and played some slots.

I tried to log in the next day and couldn't get access, so I contacted the live support and was told that my account had been closed because I hadn't verified it.

I had not received any further communication from anyone at Guts asking for any verification.

I have joined many casinos and I have no problem verifying the information as I understand it protects me but to cancel my account in less than 24 hours after opening is ridiculous.

I asked them to refund my £20 and was told to contact [email protected]

I have emailed tony and support twice but I'm yet to receive any reply.

As far as I can see, they happily took my £20 deposit and then closed my account for no good reason. I would happily have provided information if requested but that usually only happens at casinos when you try to make a withdrawal.

Kind Regards

Steve

Posted on December 5, 2014

Hi AskGamblers,

Player did make a deposit with our casino, but unfortunately the account got flagged in our security checks to similar customers with the same playing pattern.

In these case we normally carry our the regular KYC checks to ensure the identity of the player, which the player also was requested to do so according to our system. However it seems that the player did not receive this automatic email from the system, and we will of course look into this right away the reason for this, if this is the case.

In addition to that, we were suffering from severe server issues from one of our key provider, which caused a backlog in our support and my personal inbox. Due to this I decided to process the the withdrawal without the KYC checks taking place, since the the withdrawal amount was matching the deposit amount.

The account will remain closed from our end due to the activity of the account and promotional history to similar and connected player.

Kind regards,
Tony

AskGamblers
Posted on December 9, 2014

Any update in this case?

AskGamblers
Posted on December 9, 2014

We got evidence from the casino that they credit 20GBP on player's account, can player confirm this?

AskGamblers
Posted on December 13, 2014

Dear @sttrow,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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