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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.

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,


Guts Customer Support


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,



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
March 24, 2015

Hi Llawer - welcome to!

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;


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,


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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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