Ag Awards

Guts Casino - Refusing to accept my ID

Complaint Info
Disputed casino Guts Casino
Reason Verification issues
Amount £ 900
jen39 United Kingdom Message
Posted on November 8, 2014

I have been playing with Guts for a while and had no problems until today when I tried to withdraw an amount of £900 and received an email to say they could not pay this until they had some id from me such as passport, drivers licence and recent bill at this address, a copy of my bank card all off which I have provided except a passport as I dont have one at the moment and am unable to get a drivers licence as I have epilepsy would be refused so I have i
offered them proof of a freedom pass that has been accepted by even the passport office for my passport when I applied. I got an email back to say they then wanted proof of the other 2 debit cards used 1 that has been cut up as the account is now closed andwhen I said I couldnt provide this card they then said they couldnt pay out without this. I told them it was fine to open an account without you doing any checks and when I go over the amount you can pay without checking you will try anything to not pay me anything. I stated you are clearly discriminating against the fact that I dont have a driving licence and the pass has been accepted by many others as a form of id because I would be refused a drivers licence. So if I had a drivers licence it would be no questions asked, I asked how much I have deposited and how much has been withdrawn since opening this account and had deposited over 3400 eu and withdrew about 1650 they allow about 1800 before they ask for this id, so asked for the extra amount to be withdrawn without having to show id so I could then afford to apply for a passport. They didnt reply back I have asked for all correspondence to be emailed to me they havnt done this. They have no complaints department where you can speak to someone either and will just answer what they want to answer to. I would like my money and they kept saying about going to my local police to get a national number of some sort to prove age and I said this is the UK I am from. They stopped me from having any complaint when I couldnt message them back after I said you would be happy to take money from anyone under 18 and get them into gambling knowing no checks are done on age until a refund is required.

jen39 United Kingdom Message
Posted on November 7, 2014

This issue has now been resolved and they have paid out thank you.

Posted on November 7, 2014


The player´s withdrawal was requested at 04/11/2014 05:31:45 CET, when the player was also informed by email about the KYC request that takes place when the accumulated withdrawal reaches 2300€.

On 05/11/2014 03:35 CET the player provided us with valid proof of address and proof of the credit card that was last used on her account. The other 2 credit cards that the player mentioned were blocked since the cards were not in use anymore.

The KYC process got unfortunately delayed due to the fact that we didn't receive proof of identity that is sufficient according to the request, that being: A passport copy, ID card issued by the authorities or driving license. The case was escalated to the Security Manager, who verified the account.

The pending withdrawal was processed at 07/11/2014 15:53:30 and the player was informed accordingly. To my knowledge the player was satisfied with this resolution.

Kind regards,
Tony Kjaldstrom
Head of Customer Operations

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