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Guts Casino - Unfairly confiscating 2520 GBP derived from playing with free spins winnings



Unseriöses Casino

Guts Casino


£ 2520

jbrock3021 Vereinigtes Königreich
Veröffentlicht am 4. Dezember 2017

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

Veröffentlicht am 5. Dezember 2017

Hi JBROCK3021!

Thanks a lot for your feedback,

Unfortunately I wasnt able to find any accounts either with your email address or with your username. Could you kindly confirm your Guts account username or the email address which is in your account details? We are then able to check your account and fully investigate the matter.

However we checked the case without your details and as you said you were advised through our livechat that you need to make a deposit before you can make your first withdrawal. This is totally correct - you need to deposit at least £10 (minimum deposit amount) and wager that in our site before you are able to request a withdrawal.

Here is this part from our terms and conditions:

"9.1.3 You have made a minimum of one deposit to Your Account and you have wagered at least once, in full, the deposited amount. At the company’s sole and absolute discretion, you may be permitted to withdraw without turning over the amount at least once in full, subject to a processing fee of not less than 10% of the amount being withdrawn."

You are able to find our terms and conditions from the bottom of our page "Terms & Conditions".

Also this is from our Freespins terms and conditions:
"1. Any winnings from free spins will be credited to your real money balance, no wagering required".

So as stated we dont have any wagering requirements in our freespins, you only need to deposit at least once to our site and then you are able to do a withdrawal and there isnt any restrictions with the amounts either.

But as confirmed, we are able to check the situation fully with your account details so we will wait those and then have another look to the situation. Thanks a lot for your cooperation, we are looking forward your reply.

If you require further assistance, please do not hesitate to contact customer support management directly at teamle­ade­rs@­gut­s.com.

Have a pleasant evening forward!

Kind regards,
Customer support manager at GUTS.com

jbrock3021 Vereinigtes Königreich
Veröffentlicht am 5. Dezember 2017

If I am reading your reply correctly you are telling me that once i had completed the free spins and spoke to a member of your team in regards to the additional wagering requirements i was miss informed as there are no wagering requirements needed other than to have made a deposit and played through the amount i deposited.

If this is the case then why were all the funds removed from my account other than the £120 which was £100 from yourselves and £20 i deposited. I may be miss understand what you mean but how come the £2520 that i put forward for withdrawal was declined and no longer available if there was no wagering requirements.

As for you cant access my account with the details i registered with there must be something wrong.

My details are as follows.

email: < email removed >
user: < username removed >

Please can you look into this as i have been very disappointed with the out come so far and still don't understand how all the winnings can vanish.

I hope this can be resolved as i enjoyed playing on your casino and not just the money i won but the range of games that you offer.

Many Thanks

Andrew Varley

Veröffentlicht am 6. Dezember 2017

Hi again Andrew!

Thanks for getting back to us,

It seems that you are talking about a deposit bonus instead of freespins, so there is different terms and conditions for those two. With freespins there is no wagering requirements but with deposit bonuses there is always a wagering requirement (which depends about the bonus used), and the maximum bet amount with a deposit bonus is £5 or £6. This is also stated in our General bonus terms and conditions:

"17. Until the play through requirements have been met, the maximum bet that can be placed with a welcome bonus is £5. Unless otherwise stated, maximum bet with a reload offer is £6. This includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on red/black." - (This you can find from the bottom of our page - under title "General bonus terms and conditions")

Unfortunately im pretty sure that on this case you bet over the allowed limits and because of that your winnings got confiscated, since you acted against our terms and conditions. However I cant be sure about this since I still havent been able to find the correct account from our system. Are you sure that you deposited to Guts? And could you confirm the date you deposited to our site and also the method you used? Also, if you wish to solve this situation more faster - I would suggest to come to our livechat so we can have a look to the situation or then send us an email to tea[email protected] and we will check the situation straight away.

Thanks a lot for your feedback and cooperation with this matter. I can assure to you that we will get this situation solved once I will find your account and I can check all the needed details for you.

Looking forward to your reply,

Kind regards,

Customer support manager at Guts.com

jbrock3021 Vereinigtes Königreich
Veröffentlicht am 7. Dezember 2017

Sorry for the delay. I would firstly like to apologies to guts casino and would like the complaints to guts casino to be removed as i have been on about the wrong casino. When i have gone through my files it was gday casino that i have the issue with and not guts casino.

My sincere apologies

Andrew Varley

Veröffentlicht am 23. September 2023

The complaint has been rejected as per submitter's own request and due to the fact it has been submitted against the wrong casino brand.

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