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Guts Casino - 'JAMES WIN' Video Slot Issue

Posted on May 10, 2016

I have an issue with Microgaming video slot game "JAMES WIN" on my mobile device. I got the bonus feature AND free spins on a one line round. I was able to play out the bonus feature but now the game is stuck in a loop before the free spins would be awarded. I have contacted Guts support but have been advised still waiting for games provider response for awhile now. I was assured with support initially that it would be resolved the next day but has not been the case. I understand Guts is unable to resolve the game itself but still wish something can just be done for the member. (Game is stuck in a loop between the two screens I have captured)

Posted on May 13, 2016

Hi Nambo

Thank you for your message

I have looked into this into more detail, and as you mention - this case is with the game provider. Unfortunately it is difficult to promise a specific time frame for when we will receive an update, just like all cases where one is dependant on third party communication. We obviously strive to resolve every case as quick and efficient as possible but due to the complexity of the matter, the resolution time also varies

I can however provide you with the latest update on this which reached us on the 11th of May where the provider states and acknowledge that their development support team are investigating the matter and we have been assured to hear their newest update as soon as possible

Your patience during this matter is much appreciated. We will update this call again once we have new additional information

In the meantime, I wish you a lovely wekeend

Kind regards
Emir - Support Manager

Posted on May 14, 2016

Hi Emir,
Thanks for your reply.
Yes I understand it is a complex issue for the game provider but I don't understand why I have been required to wait for the slot game program to be fixed? & what exactly am i waiting for? this is clearly a slot game glitch and really has nothing to do with me anymore, as I have provided all the info.
Personally, I just feel that i did not recieve what I paid for after depositing at your casino. Sorry have not read your policies but does Guts have no responsibilty in this matter? or even any regard to its members by even trying to resolve my issue by providing any compensation? Sorry it just feels like I have been ripped off.
Nevertheless, I will continue to wait as per your advice.

Posted on May 17, 2016

Still unresolved. i have not received any further response from Guts Casino.

Posted on May 18, 2016

Hi Nambo,

Just jumping in as Emir is away for a week. We are still awaiting a resolution from Microgaming - our CS team leaders checked for an update last night but sadly there is still no joy.

I have sent an email to our Microgaming account manager with the ticket reference asking her if she can get their support team to prioritize it if at all possible.

It's complicated, of course we feel responsible for your experience, but we do depend on 3rd parties for their games and this error is handled by them as we have no access to the source for fixing this - that doesn't help you much of course, but I do hope that you understand the situation.

I see you have received some gestures of goodwill from support since at least, I've added another $15 with low wagering to hopefully soothe the annoyance generated by the long wait for a resolution.

Kindest regards,


Posted on May 19, 2016

Hi Yits,
thanks for the update.
yes i have recieved now a total of $30 credit added to my account as a good will gesture from Guts. personally, I think that is very fair for the free spin issue and would like to consider my issue resolved as far as a member is concerned. Thanks for your help.

Posted on May 19, 2016

can i please request AskGamblers to end this issue thread as I am now satisfied with the resolution of my issue. thanks for your support Guts casino

Posted on May 19, 2016

Based on submitter's last post, AskGamblers Complaints Team considers this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.

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