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Guts - Complaint

Ruling

Found for the Casino - This player entered fake registration details to allow them to sign-up while they were underage.

Read our Guts Casino Review.

Player's Complaint

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

Read the casino review

7 Responses

User icon
ThePOGG
March 15, 2020

Hi willokc98 - welcome to ThePOGG.com!

As we are the ADR for the MT Secure Trade license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Sadly there is nothing we can do to help in this instance. If you opened an account before you were of legal age to gamble you have breached the user contract. If you have opened more than one account you have breached the user contract. Guts are well within their rights at that stage to decline to accept any custom from you.

Sorry we cannot be of more help.

ThePOGG

User icon
WillOKC98
March 15, 2020

They are within their rights to "take" the deposit and not refund it due to an error?

User icon
ThePOGG
March 27, 2020

Hi WillOKC98,

The funds in question were bet and lost. This happened after you were of age and as such is non-contestable.

When the operator were informed of your duplicate accounts, the prior of which was set-up before you were of age, they closed both accounts as they now considered you a security risk and refunded all deposits made prior to the point where you were of legal age in line with MGA requirements.

No further refund is due.

ThePOGG

User icon
WillOKC98
March 27, 2020

Hi,

As you see they comment on the bet not being valid and they would not pay out any winnings. In my term that means the bet is voided and NOT active. I'm sure you agree. So in that case they're forced to refund the deposit.

User icon
ThePOGG
March 27, 2020

Hi WillOKC98,

We've been clear about our ruling in this instance. The bet was via the account that was legitimate while you were of age. No refund is due.

ThePOGG

User icon
WillOKC98
March 27, 2020

Hi,

Tjen i understand the misunderstanding. The bet was placed on the account made while under age an with completely wrong details. Name was WILLOH GJERIKO and the rest was random. My original account is with name William Gjersvik.

So then I guess the case must be reviewed again and ask why Guts told you the bet was made on a valid account.

User icon
ThePOGG
June 5, 2020

Hi WillOKC98,

You are correct the play was on the underage account. However the Guts terms of use are clear on this matter:

"5.11.4 In the event that a player under the age of 18 creates an account, but then plays again when over 18, we deem any use of our system as an acceptance of the then current terms and conditions and we shall not refund deposits and allow the player to keep any winnings"

As such the play after you were of age would be considered legitimate.

Thanks,

ThePOGG

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Agreement

WillOKC98 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:

  • Guts
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • MT SecureTrade Limited

March 15, 2020

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