Guts Avis 61

Réponse de Guts

15 juil. 2019

Hi AlbyM,

We're very sorry to hear that you've been unlucky, and we understand that losing is never fun.

There is never a winning guarantee when gambling.

Normally the return to player (RTP) varies between 90-99% depending on what game it is that you're playing (you can find the game specific RTP in the information tab once you've opened the game).

These calculations are based on a million to millions of game rounds and may come across as untrue should you play fewer rounds. Let me assure you that the software developed by the game providers are regularly tested in order to verify that the algorithm developed is fully random.

We as a site can never, at any instance, control an outcome from any of the game rounds provided as they're provided by the game provider, using their algorithm and their servers.

To clarify, the games you play on our site, aren't ours. This means that you're playing the exact same game, regardless of the site you choose to play on. The only difference would be everything around the games, which is something we hope that you can come to appreciate.

We as a site can only make sure to provide you with a large portfolio of games in hopes that you'll be able to find your favorite game to enjoy, also with the possibility of checking out new games that may interest you.

It truly does come down to luck, sometimes you win big, sometimes you don't.

Regarding payouts/withdrawals, we at GUTS follow regulations from many governing bodies that require us to verify our players identity, address and payment methods that they've chosen to use with us.

As I can't see your account details, the status of things and what happened, I won't be able to help much from here.

I'd like to suggest that you contact our fantastic support team, we'd be delighted to help you with your account verification should it be required and advice as to what is the best way forward.

We're available 24/7/365 and you can reach us via either our direct live-chat support or via our email 'support@guts.com'.

All the best,

GUTS

Réponse de Guts

15 juil. 2019

Hi Kev,

Due to various reasons, such as market-specific regulations, we're not allowed to provide all of our products to certain countries and markets.

The affected countries are of course stated in our terms & conditions and can be found before, whilst and after your account is created.

I would like to highlight the importance of going through all of our Terms & Conditions before you accept them, just so that you're informed of our rules and we can avoid any future mishaps/misunderstandings.

That being said, we'll definitely take note and see what it is we can do in order to avoid this type of situation to be experienced for any future players, and I would like to take the opportunity to thank you for your feedback.

If you would like to be a bit more specific as to where you think our products are currently lacking, feel free to leave the feedback to our support team.

You can reach them by either our direct live-chat support or drop us an email at 'support@guts.com'!

All the best,

GUTS

Réponse de Guts

12 juil. 2019

Hi Ryan,

That sounds like quite the oddity of an issue you've experienced.

As I am unable to go through what happened myself and can only guess what may have caused the issue in the first place as we always ensure to remove any type of promotion that was active and later expired on our site.

What may have caused the issue you experienced, is that you may have opened our site whilst that promotion was still ongoing and that your device stored the site in a cached version, which, unfortunately, didn't 'flush' when you re-opened the site and in that, your browser showed an older version of our site.

That being said, I hope that if you ever look for a new site to try-out, that you give us a new shot so you can experience what our site truly has to offer.

All the best,

GUTS

Réponse de Guts

12 juil. 2019

Hi James and Karen,

We understand that the verification procedure is a large pain-point for many of our players which is why we constantly work to improve the process to help give you a smooth and enjoyable experience.

GUTS follow regulations from many governing bodies that require us to verify our players identity, address and payment methods that they've chosen to use with us.

We always prioritize our players security in order for you to have a safe gambling environment which is why we need clear images in order for us to verify that the details players have registered are the same as the details stated on the provided document.

Unfortunately, I am not able to take a closer look and help you from here, but, what may have happened here is that the image itself was blurry and our verification agents were unable to see and match the details stated on the image provided and were therefore required to reject it.

That being said, it's something I'm certain we definitely can help resolve.

Please contact us at your convenience so our team can help advise you as to what was blurry and give our recommendations as to how and what you should do in order to take a clear image of your verification document.

You can reach us via our direct live-chat support on our site or send us an email at 'support@guts.com', we're available 24/7/365.

Kind regards,

GUTS

Réponse de Guts

11 déc. 2018

Hello Tom!

We understand that the verification process can feel like a bit of a hassle but we want to try to guide our players through it as smoothly as possible.

GUTS follows regulations from several governing bodies requiring us to check and verify our players identity, address and payment methods that they've used.

We at GUTS always prioritize our players security and for you to have a safe gambling environment, thus we need that the details shown are matched with what's registered on your player account.

Mistakes and misspellings is something that can happen to anyone and we can always help you sort it out and get your account on the right track.

I'm confident in regards to your case that we'll be able to help amend any misspelling so everything matches and have your account verified, should we be provided with the required documentation.

In order for us to better help and advise you accordingly, please contact our direct live-chat support (we're available 24/7) or send us an email at 'support@guts.com' so we can help resolve your matter as soon as possible.

Kind regards,

GUTS

Réponse de Guts

11 déc. 2018

Good afternoon Ben!

We're super stoked to hear that you've enjoyed our services and had a good experience playing with us!

There could be several reasons as to why our agent was uncertain as to why it wasn't available, which is something we'll need investigate and look at improving internally - so thank you for bringing that up and helping us become even better as an operation!

We're also delighted to hear that the withdrawal method 'Trustly' worked flawlessly although your preferred withdrawal method 'Visa' wasn't available.

To follow the matter up, should you wish to know more about why the withdrawal method wasn't/isn't available, please do get in touch with us again as I'm certain we can find the reason why it wasn't available in the first place.

You can reach us by either contacting our direct live-chat support (we're available 24/7) or send us an email at 'support@guts.com' - we'd be more than happy to find you an answer.

All the best,

GUTS

Réponse de Guts

12 déc. 2018

Hi Jade!

We're sorry to hear that you've been unlucky and understand that losing is never fun.

Not every deposit will result in a withdrawal as there isn't a winning guarantee when gambling.

Normally the theoretical return to player (RTP) varies between 90-99% depending on the game that you're playing.

However, these calculations are based on millions of game rounds and may come across as untrue whilst playing with smaller amounts. Let me assure you that the software used is tested regularly to verify that the algorithm created is fully random.

You can find the exact RTP on any of the games you prefer to play by clicking the game information button once you're in a game.

We as a site can never control any outcome of any of the game rounds you're playing. We can just give you the option to play your favorite games with us. Which is also why you can find many of the same games on other sites as well.

To clarify, the games you play, aren't ours. They're played on the game providers servers. Meaning that you're playing the exact same game regardless of the site you use.

The difference is everything around the games, which is something we hope that you can come to appreciate.

After all said and done, it truly does come down to luck, sometimes you win big and sometimes not.

We hope this helps to allay your concerns about unfair treatment in respect of your win ratio.

If you have any other questions, don't hesitate to contact us. You can reach us on our live-chat or via our email 'support@guts.com'.

Kind regards,

GUTS

Réponse de Guts

12 déc. 2018

Hi David,

To start with, I'd like to clarify that we cannot speak for how other gaming sites choose to operate their verification services in regards to their requirements, regulations, and regulators.

We at GUTS understand that the verification process overall can be both pain- and stressful, which is why we're adamant to make the process as smooth as possible for our players.

We follow regulations from several governing bodies requiring us to check and verify our players identity, address and payment methods that they've used.

With that said, I hope you can come to appreciate that the documentation that you provide us has to reach all of our requirements in order for us to remain compliant towards our regulators and to have your account verified.

Should any of your previously submitted documentation have been rejected, please do contact us at your convenience, we'd be happy to tell you why and what it is you have to amend in order for us to verify your account.

About your gameplay, we're sorry to hear that you've been unlucky and we understand that losing is never fun.

Not every deposit will result in a withdrawal as there isn't a winning guarantee when gambling.

Normally the theoretical return to player (RTP) varies between 90-99% depending on the game that you're playing (you can find the exact RTP on any of the games you prefer to play by clicking the game information button once you're in a game).

These calculations are based on millions of game rounds and may come across as untrue whilst playing with smaller amounts.

Let me assure you the slot providers we use, all games are licensed and regulated in their respective jurisdictions.

Along with independent auditing and regular software testing, this helps to ensure we are providing a fair experience to each and every one of our casino players.

We hope this helps to allay your concerns about unfair treatment in respect of your win ratio.

As previously mentioned, should you wish to know more, you're most welcome to contact us, we'd be delighted to help.

You can reach us by either contacting our live-chat support (we're available 24/7) or via our email 'support-en@guts.com'.

All the best,

GUTS

Réponse de Guts

12 déc. 2018

Good morning KIngRoan!

That doesn't sound good at all but I'm certain that we'll be able to have it resolved in way or another.

We'd love to have your account verified as smoothly as possible so you can receive any type of winnings you've accumulated whilst playing with us.

I can't quite place as to why you've not heard anything in two weeks and as I'm unable to find your account through here, I'd recommend you to contact us directly through our live-chat application by visiting our site for direct help.

Our agents are available 24/7 and always work extremely hard to write back and help our players as quickly as we possibly can. Should you contact us through email, the handling time may come to vary between less than an hour to a couple of hours until you receive a reply.

My recommendation would be to double-check the email address you're using to get in touch with us, the one we have active and that you can use is 'support@guts.com'.

Please do get in touch with us at your earliest convenience so we can help resolve the matter for you.

Best regards,

GUTS