Guts - Complaint

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

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

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

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.

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

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.

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