Guts Casino - Self Exclusion with MT Secure Trade Ltd permanent but let me open account with Guts

Hi,

& thank you for bringing this to our attention.

We have had a thorough look on all gaming accounts user has registered on sites either under MT SecureTrade Ltd or Betit group and found no breach on our end – neither terms of use nor responsible gaming policy.

Please note that MT SecureTrade and Betit are part of the same Group of companies. As from 1st March 2017 any player self excluding himself on a Group brand, will be excluded from all other brands owned by the Group – this is in accordance with the LCCP requirements.

Effective date would’ve been 1st March as that’s when the facility was deployed on our platform. Prior to 1st March, we were building the facility and it could not have been given retrospective effect. Account in question was also self excluded before Betit group was acquired by MT SecureTrade Ltd.


If user has any further questions, he is more than welcome to contact our customer support management team directly at teamle­ade­rs@­gut­s.com.

Kind regards,

Irene
GUTS Customer Support Management Team

Thank you Guts for your response after 9 days without any contact when directly emailing - only having to go through chat to get a response or through Ask Gamblers.

Numerous chats with your customer services representatives have promised a refund for which I attach chat screenshots - of each chat conversation.

Additionally, it is mentioned that any player self excluding after 1st March 2017 will the system impact and into effect.

Firstly I strongly dispute this as your company had emailed me from your marketing department that my Guts account account that had been closed as I had an account which was self excluded prior to March 1st 2017. This I also attach a screenshot. See screenshot.

Secondly, no player is to know or is not stated anywhere on your website clearly that the after 1st March the self exclusion for all casinos with MT Secure Trade or Betit would be closed nor anything about a takeover. You also asked for my full bank statement which I have sent through clearly showing the account was opened in April 2017 for which your support team have clearly stated a refund will be conducted.

I have sent numerous emails to your company with the full evidence and also attach it to this complaint.

Dear Guts since I have not received any response by email from your company to my numerous emails throughout the last 9 days, here is further evidence of the chat transcripts and account that had been excluded in September 2016 for which Guts emailed me in May to say it was excluded so the effect of March 2017 system issue does not apply here.

Thankyou!

Also I would like to add the following after doing some research. In your statement "Guts" it states the following:

"Account in question was also self excluded before Betit group was acquired by MT SecureTrade Ltd".

This is not factually not true:

The account with Super-Lenny was self-excluded by myself on September 2016 as shown in the attached chat transcript:
on the 3rd September 2016.

Looking at the Annual Financial Reports for GIG - Gaming Innovation Group or 2016 which has MT Securetrade Ltd listed as a Subsidary the purchased all shares for Betit Group and was conducted in August 2016 as per the Annual report 2016 for GIG and screenshot attached. The acquisition was completed by September as the financial performance for business in preparing for the account for the full year included September 2016 to December 2016 which includes Betit.

The basis for preparing the financial statements includes Betit in the GIG (MT Securetrade Ltd) annual report from September 2016 to December 2016 therefore further not substantiating Guts response. Attached is a screenshot.

Thanks.

Hi there,

Thanks for your quick response!

First of all – We are sorry to hear that we have failed to get back to you directly. According to our logs, you had sent us an email on the 10th of May. However your email was marked as solved since you then contacted us through live chat two hours later & our advisor helped you with your query there instead.

Kindly note that our chat advisors are not authorised to issue any refunds – all refund requests need to be reviewed carefully by customer support management and compliance team first, before any decisions can be made. Advisor you spoke to should’ve waited until the investigation was completed before asking you to confirm your bank account details and promising that you will be refunded – this must’ve been a human mistake, which we will take up with him. We will also make sure that our other advisors are aware of our compliance policies & procedures to avoid similar misunderstandings in the future.

Regarding to your chat history with Betit Group’s advisors – we would kindly advise you to contact them again to see whether they have given you correct information.

We have also been in direct contact with their compliance team and – as mentioned on our previous reply – they have confirmed that GUTS.COM has not been in breach of any responsible gaming regulations as the original exclusion happened when we were on a different platform.



Once again, our customer support management team would be more than happy to help, if you have any further questions. You can reach us directly at teamle­ade­rs@­gut­s.com.


Many thanks,

Irene
GUTS Customer Support Management team

Thank-you for your response.

Despite providing evidence which is attached as screenshots I have no alternative to take this matter up with UK IBAS.

In my opinion your company has breached the UK Licence as no customer is to know what "platforms" are being as it is nowhere stated on your website.

I will not contact Betit as Betit have already provided the evidence attached to the above complaint that the exclusion was in September 2016 and your annual reports show shares were purchased in August 2016.

Your company has failed to respond to numerous email and I am appalled at the way this has been handled.

I will now contact UK IBAS and provide all the evidence as attached.

Thankyou.

Hi there,

Thank you for your reply.

We are sorry to hear that you feel that your complaint was not resolved to your satisfaction.

Regarding to communication – as per 23.3 of our T&Cs We aim to provide a substantive response to your complaint as soon as practically possible and seek to resolve your complaint within five working days from the date of receipt. Depending on the complexity of the complaint, our investigation may take longer to resolve but we will ensure that we write to you with either a final response or an update of the position explaining when we expect to do so.

We feel as if we have acted within the agreed terms as we did provide continual updates via alternate communication means, such as live chat, however if you still require further closure you are, of course, free to take this up with the respective body.

Many thanks,

Irene
GUTS Customer Support Management team

Hi there AskGamblers,

Please can you keep the complaint open?

A complaint has been opened with UK IBAS with the above evidence provided as a solution has not been made satisfactorily as Guts have breached their duty of care and I will be taking this matter forward as false promises have been made and not acted upon.

As a customer I do not agree with the statement around "systems" not being in place until 1st March (nowhere on their website is this stated) alongside all Customer Representative(s) - (all different by the way) agreeing to a refund of which has been stopped.

Best regards.

Hi there,

Thank for your reply once again!

We understand your concerns and your complaint with IBAS will be handled accordingly once they contact us. We would also like to take this opportunity to apologise for the misunderstanding caused by advisors you've spoken to.

We would also like to remind you that our customer support management team would be happy to help, if you have any further questions – you can reach us at teamle­­ad­e­r­s@­­gut­­s.com.

Kind regards,

Irene
GUTS Customer Support Management team

Hi there Ask Gamblers,

Please can you keep the complaint open?