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Guts - Bonus and winnings removed

Ruling

Found for the Casino - The player has broken the maximum allowed bet at Guts casinos. Even if this was accidental there's nothing we can do to help.

Read our Guts Casino Review.

Player's Complaint

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

Read the casino review

1 Responses

User icon
ThePOGG
March 24, 2015

Hi Llawer - welcome to ThePOGG.com!

I'm afraid there's not going to be much I can do to help you here. While I appreciate that you took account of the Deposit Guarantee to make your decision to sign-up, there are two fundamental issues with your complaint;

1)

14. Where any breach of clear casino or promotional terms have occurred the player will not be entitled to any refund through this guarantee.

That's a term from the Deposit Guarantee. Guts casino are well within their rights to void your winnings if you violated the maximum bet rule. I appreciate that this may have happened accidentally, but at that point the decision on whether to pay you or not would be discretionary and based on a review of your playing style. My guess would be - given that they've refunded your deposit - Guts have reviewed your account and decided that you're a player that represents too much of a risk to them to allow to continue to play with promotions.

2) Even if there had been a violation of the Deposit Guarantee terms by Guts, having reviewed our account details, we have received sign-ups within the approved time (meaning our links are working), but your username wasn't amongst them. To be eligible for the Deposit Guarantee you have to actually sign-up through the links on this site.

My intervention here would have little to no meaning. I think it's highly unlikely that the casino will change their mind and as you have breached terms and conditions I would support the casino in their decision.

Terms and conditions have to be clear for a reason - so players know the rules and casinos can't confiscate wins based simply on the fact they didn't like the way a player plays. As frustrating as I'm sure this situation is - I've previously lost over twice the sum you quote because I misread terms and conditions - if you've broken the terms there's nothing I can do for you.

Sorry I can't be of more help,

ThePOGG

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Llawer consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

March 24, 2015

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