Guts— player complaints: 15 in English

I made a withdraw on 13.of may and 14.of may. After 22 days I havn't received them. I been in touch with the support several times and they say everytime that they will send the case to the right department. I have also sent them my bank statement that proofs i havn't received the money. I have also talked to my bank and they have checked if the money was in the stystem. I feel thar Guts don't even try to look for the money. Been a client for over 5 years but now i am done with that casino. This is the 3rd time this happend this year.

I had a Guts account since July 2019 and on the 10th of March I got a ban from Guts. The motivation behind that was "32.4 Bots/Prohibited Programs". I was sure that this is ridiculous mistake, that will be corrected in the nearest future. With a 100% percent sure that I am innocent and the issue will be resolved soon, just a matter of time, I created account on RedStar not to waste time and to keep playing on MPN, did send verification docs by my own initiative. After playing a week on RedStar I got banned again(because of relation to the Guts account... ofc same name same passport etc) with a confiscated total of more than 2500USD(1300$+ on Guts and 1200$+ on RedStar). A person should be a complete dumb moron to register on the pokerroom of the same network and do the same nasty bullshit with bots/AI/advisors/prohibited software or whatever... Something makes me think that I am not completely braindead and if I really did smth nasty like that I won't go to RedStar and deposit my money there for sure. I believe that the best strategy from my side to be as transparent as I can and show my cards face-up. 99% of my games were Spin'n'goes(Fish Party Sit & Goes) and from the start of my play on Guts I used PokerTracker 4 and MPN Tools while playing only. That is the only poker software I used while playing. After the game I used ICMizer calculator and Piosolver to improve my game. I also have another tools like Flopzilla, Equilab and CardRunnersEV but I have not used them for a long time as far as I remember. It is very highly unlikely that I forgot to close solver or calculator during the game. Why was I banned only after 6 months? I asked myself..I did the same thing for these 6 months... What happened/changed with other conditions being equal? The answer I found is a popular Youtube poker Spin'n'go streamer I was running on the background sometimes, bringing it to the foreground sometimes while waiting the tables to fill. He is running a marathon right now including playing FishParty sometimes on MPN. The issue can be in the fact that sometimes I was on the same tables with him. To avoid collision and unfair play streamers do a significant time delay in their streams. So there should be no breach of any terms in this case. Standard practice. Because of the delay nobody can have any unfair advantage at the moment, it looked more like background music/noise to me. Afterall I can watch this stream recorded later on Youtube. Anyway he continues to stream and I continue being banned nowadays. Now about the software I used while playing: 1) PokerTracker 4 - I have my own HUD which I've done myself specially for Spin'n'Go and Headsup games. I think it is out of question. It is industry standard software. 2) MPN Tools - I used it for table tiling, hotkeys and betsizing... everything should be clear, simple assistant tool like PartyCaption, StarsHelper, TableNinja. BUT Not so clear.... here are the facts below: Here MPN Rep said that MPN Tools was allowed to use-> [EDIT] Here is the chatlog from Guts support -> [EDIT] (Guts support said that MPN Tools was prohibited! And they won't allow using it. UPS!) Here is the chatlog from Redstar support -> https://i.imgur.com/7bvJSZa.jpg and https://i.imgur.com/yFu3ISQ.jpg Here is the translation of the plot of the conversation from Russian: ...... Support: -We don't recommend using MPN Tools Me: -Why? Support: -Because there is a chance You may be banned for using this software Me: -Why so? Support: -Because using software which helps making decisions based on AI(bots) is prohibited. This software can be the reason of ban. Me: -There is no AI, there is no bots Support: -We do not recommend using MPN Tools software Me: -But there is no bots and no AI.. Why then? Support: -We already have had bans, players used this software. That's why we cannot guarantee that You won't be banned for using it. Need to say that I made one more iteration with Redstar support week later and they changed their mind. But it does not change much.. Too much contradictory info already... 3) Nothing more special... Firefox, Chrome, Skype and so on... I am 99.9% sure that there is nothing! to ban me for. Other 0.1% is for I forgot to close this damn calculator/solver. Thank You

I have been verified by guts.com in a process that took 36 hours or so and then after full verification I started to play in their Casino in Live Black Jack games operates by Evolution. I lost a bit, deposited more and then started to win, I played for few hours in a row and after few withdrawal and cancellation of WD and so on so forth I ended up with a total balance of 201,350 UK Pounds approx. I made in their system several WD requests as you can see in the attached file for total amount of 180K and left in my account 21,350 Pounds. The day after my access to the account has been blocked, any trial to get clear answer on what's going on with my WD has been now answered properly rather than "we will get back to you once there is an update, till then you must be patient as your account is under security check" I think I was waiting enough time and for sure they have taken my deposits and didn't pay me any penny back since then. I would appreciate your immediate action in order to assist me to get my money from the.

Made a deposit to a wrong account, one that was made when I was underage and placed a bet. Told them immiedetly what happened and the deposit was supposed to be made on my proper account. Was told the bet was not valid and that deposit would be refunded after documenting my ID. Which I did,. Then only received 200 NOK (not received yet but they confirmed they seent it) and they shut down all contact. See in mail below them told me to refund all the deposits that was made faulty. My valid account is [EDIT] The unvalid is [EDIT]. All mails was sent to them right after the deposit I realised was made to my faulty account made underage. Hi [EDIT] I hope everything is fine with you, I will contact you at the request of our Security Tea. Unfortunately, since you created accounts while you were underage, they unfortunately have to make the decision to close your account. Also note that the account you created after you turned 18 will also remain closed when you violate our Game Rules and Terms, as well as all linked accounts. We can give you a refund on your deposits regarding your account linked to [EDIT] if we receive the following documents from you: - Certificate of identification - It can be a copy of your Passport, Driver's License or national ID card. The image must clearly show your face - Certificate of address - It can be a household bill (electricity, gas, water or telephone bill), a bank account or credit card statement, government letter or a personal certificate. Documents must not be older than 6 months and must contain your full name, address and date of issue. Please send these to us at [email protected] and we will help you afterwards. I apologize for any inconvenience and ask for your understanding of the matter. Should you have any further questions or concerns, please contact us again via Chat or Mail. Best regards, [EDIT] Support Adviser Guts Customer Support

dear officer, my bet had 2 components $100 my own money and other $100 bonus. $200 bet went through at rate of 2.25 and i had an open bet with possible winning of $450. After Liverpool won the game noticed that there was no winning funds in my account. I contacted the company chatline and got told my bet voided due to I bet too much with bonus fund. The bet was open until end of game and shortly after I won they void my bet. I asked them to pay only $225 (bet occurred through my fund + my winning of $125). They refused to pay my winnings by telling per their bonus term my bet is too large. I have printscreen of my bet and copy of conversation with guts.com. I dont think this is fair at all and I want you to help me out receive my winning amount of $125 if you require, i can email screenshot of my bet along with our conversation with the company's chatline ( I wouldnt able to attach here because there is no section for attachment)/p> Thanks, [EDIT]

Dear Pogg, After i contacted Malta Gaming Authority, they told me that I have to file my complaint here. Guts banned for allegedly using artifical intelligence during playing poker. Here is the letter i got: [EDIT] I categorically deny this and I truly believe of my innocence. I unsuccesfully tried to get in touch with Microgaming Poker Network that is why I am writing this formal letter. On public poker forums I listed few facts why it's absurd from the site to say such a serious crime about me: [EDIT] I never had any problem with any operator and I am currently active player on sites who have a world class security team like PokerStars and Partypoker. In this matter I am willing to co-operate fully to proove my innocence. It was hard for me to say anything so far because Microgaming did not tell me exactly what I am accused of. I would like to get to know what was the exact reason for banning me. I beleive that's their detection system may detected a running program in my computer harmful which had nothing to do with Artifical Intelligence in reality. I would like to get involved in this investigation (many other poker sites do before they act such an extreme way). I'm willing to record my sessions which would show that my playing pattern is the same as it would be without a camera, and i do not need any artifical intelligence to make decision for me. If you need any further information/attachment I am more than happy to share with you as I do not have anything to hide. Yours sincerely, [EDIT]

I joined your website yesterday and put £1010 in card payments. When I tried to withdraw money, I was asked for ID, which is fair enough. I followed the instructions and when I contacted your chat, I was first told the back of my card was missing. Even though it was on the same pdf document as the front of my card. But, to save headache I provided it again. I was then told that the bit covering my three digits on the back was too big as it was covering the numbers. I explained that this was not an requirement on the ID uploading page, plus you could see the others 10 numbers match.

I signed up and played guts casino thinking it was a new casinos and I had to chance to win but it turns out I was already self excluded on a lot of there other sites which I do when I don't want to play a certain casino because there all the same just a different name and if I self-exclude signing up to another of there casinos isn't possible so it lets me keep track but in this case they didn't stop me from signing up and they let me play and deposit knowing under the gambling laws it wasn't allowed and they was breaking the laws and wouldn't of been able to pay me out if I had won which they kept quiet about and said I wasn't self excluded so I contacted the gambling authority about it and they are making there own investigation which looks like they will be in trouble because they admitted to me that I was self excluded on other sites when I did a subject access request as advised by the gambling authority. Now with me playing and depositing but having no chance to win is. Not gambling at all because if I had won straight away they would of brought that up and said that I wasn't entitled to my winnings by law so I should of got a refund on my deposits yet they called me a liar saying I wasn't self-excluded lied to me On my subject access request saying I wasn't self excluded yet one of there company's emailed me saying I was self excluded on 3 of there sites I have all the emails and the gambling authority also has a copy I emailed them and asked them politely if they wanted to come to an agreement without going this far and the reply I got was I wasn't self excluded which I told them I was and they blanked me

Good Morning I would like to complain regarding Guts sports for a couple of issues, firstly is the length of time it took to get an answer on a query. I sent an email in on Saturday, and have had to go on live chat every day this week to chase them and pressure them for an answer. Second issue which is the most important one in my view is, I sent an email in back in february complaining about there site, and requested my account to be closed permanently, to which I got a reply stating that my account has been closed "permanently". I admit, i never stated I wanted to be self excluded, but I assumed that requesting your account to be closed permanently would suffice if never being able to re-open this. I then recieved an email from Guts sports offering me to re-open my account, also offering a nice £100 bonus no deposit required, to which I accepted. I have further deposited £241 on this account, but have requested this to be refunded due to the fact that I was advised my account had been closed permanently. What does permanently mean? I can send the email transcript through, in which i was advise by a member of staff my account was closed "permanently" I hope you can help me, and I await your response. Kind Regards [EDIT]

After a chat with a live rep of Guts casino I was informed that the slots advertised as 'hot' are labelled that because they are the most popular and not that they are paying out a higher rate than normal recently. To me the term 'hot' when used to describe a slot means it is paying out and higher than normal rate and if a slot is 'cold' it is paying out a lower than normal rate not that it is popular or not. They had a top 16 section of there website which had the top 16 games which I would have thought is the most popular games but the rep told me it was picked by the casino manager and they also had a featured section which I would have thought was picked by the casino manager but the rep couldn't tell me how the featured section was picked. So based on this chat I conclude that false advertising is happening on the site when they used the term hot to describe a slot when it is not necessarily hot in the true meaning of the term when talking about slots. For example in betatcasinos hot and cold section they state the rtp of the hot slots as being eg 125% rtp or cold maybe as low as 55% rtp and they are using the term correctly on their site as guts are not. I started the chat with the rep because I lost a deposit of £75+50% bonus in 10 mins playing low stakes on what were supposed to be hot slots and if they were hot it would have taken longer than that to lose over £100 playing small stakes. So I just feel its just plain wrong to advertise slots as being hot when they aren't I have the chat transcript if needed

The chat rep told me the wrong deposit bonus code, then they try to cover error and wont give me deposits bonus. When I made deposit I used the code that I was instructed by the chat rep. Could you please ask for all the old chats I had made with the chat reps and you will see that I am right on these matters. Thank You and awaiting on your Response

They always made me feel not welcome there. Whenever I go chat for sup. when I ask for a bonus when I want to deposit they never gave me but when my friend ask and he did the same thing like what I did he always gets bonus and treated nice..

Hi I joined in Guts casino since 2014. The Guts casino service run by everymatrix ltd. 18.02.2015 I was first time self-excluded from everymatrix ltd, but the Guts casino did not block account and let made deposits until at the end of May 2015. Now in guts casino terms and conditions shows that 2.1 The Casino Services are provided by MT SecureTrade Limited, a company bearing registration number C56545, and having its registered address at GB Buldings, Penthouse, Level 4, Watar street, Ta´Xbiex, XBX 1301, Malta. This terms and conditions were update 26th June 2015 after my account was blocked. I did not save the terms and conditions version when i was in the casino. But i searched on internet for the old version whichs shows that 2.1. The Casino Services are provided by OddsMatrix Ltd, a company bearing registration number C44411, and having its registered address at Suite 4, Num. 62/63 Morina Court, George Borg Olivier Street, St.Julians, STJ 1081, Malta. OddsMatrix Ltd. is licensed and regulated by the Lotteries and Gaming Authority of Malta (www.lga.org.mt) in virtue of a Class 1 license numbered LGA/CL1/497/2010 issued on the 2nd of May 2012 and by EveryMatrix N.V. a limited liability company incorporated under the laws of Curacao, bearing company registration number 108354 and having its registered address at Ecommerce Park Vredenberg, Curacao and is licensed and regulated in virtue of license number No.1668/JAZ granted by the Government of Curacao.. The website is owned by Guts Gaming Limited, a company bearing registration number C56545 and having its registered address at GB Buildings, Penthouse, Level 4, Watar Street, Ta’ Xbiex, XBX 1301, Malta. In Everymatrix LTD page also shows Guts casino is their client. And in this site also shows the Guts casino service run by everymatrix Ltd. I believe the Guts casino should take my gambling problem seriously block my account and not allow me go on playing ,but they did allow me go on making deposits and playing. I sent email to guts casino and ask deposits refunds which i made after i was self-excluded in everymatrix ltd. But i have not gotten any reply from Guts casino. I wish this party would give me some help about this. Kind regards

I deposited and received a bonus at Guts last week. I duly won there (£2,017), but on requesting a withdrawal they refused to pay. Guts stated their maximum spin for bonus, which I had misread the Euro sign for pound sign, and believed that I was playing within the terms as the maximum game I played was £7.50 (the terms state 7.50 Euros). I've requested a discussion regarding this, as it was an honest and genuine mistake rather than an attempt to abuse their promotion, but to no avail (email exchange copied below). I was hoping that you might be able to seek a compromise as it is part of your Deposit Guarantee casinos, which helped me make the decision to open an account there in the first instance. Thank you. Username at Guts: [EDIT] Email used: [EDIT] [EDIT] (Guts Customer Support) 18 Mar, 15:47 Hi again, Thank you for verifying your account. Please be informed that we have reviewed your bonus game play and due to higher amounts than £6 being placed, which is a breach of our bonus terms and conditions, your winnings originating from the bonus have unfortunately been removed. As stated in the bonus terms and conditions: 14. Until the play through requirements have been met, the maximum bet that can be placed is €7.50 (75kr, $7.50, £6). This includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on red/black. Your deposit is now available on your account and you are welcome to request a new payout of those funds. Thank you in advance for your understanding. Kind regards, [EDIT] Guts Customer Support [EDIT] 19 Mar (5 days ago) to support Thank you for your email. However I had read your conditions and believed that I had followed them to the letter. I must have mis-read the €7.50 as being £7.50 which is the amount I wagered, - surely you won't remove my winnings due to a simple and honest mistake like that? Please reconsider your actions as I signed up to Guts due to positive reviews and would be very disappointed with an approach that penalised me when I was clearly not trying to flaunt the terms but trying to keep within them. Best wishes, [EDIT] [EDIT] 21 Mar (3 days ago) to support Could you please review your decision and respond. Thank you

Hi, I deposited money into Guts yesterday, they had some technical problem and I thought it got cancelled so I went ahead and deposited again and this time it showed it was successful but when I went to my Skrill to take a look, it shows that it had been deducted twice but in my Guts account, it shows only once both the history and my current balance. When I brought it up to live chat, they kept telling me they are investigating and stuff, and they have been so uncooperative that they keep closing the chat window, and even barring me from starting a live chat saying that all their live is currently unavailable. It's not even a big amount to begin with. I'm fine with all this security issues, but when I asked them for a bit of bonus for me to maybe play with since I have been waiting for 24 hours already, they refuse to do it. They have given me this bonus in the past, but now they wouldn't, when I asked how long it will take to investigate, they just tell me they don't know.