Guts - Bonus and winnings removed
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.
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.
Username at Guts: [EDIT]
Email used: [EDIT]
[EDIT] (Guts Customer Support)
18 Mar, 15:47
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.
Guts Customer Support
19 Mar (5 days ago)
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.
21 Mar (3 days ago)
Could you please review your decision and respond.
the casino review
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