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Guts – ID verification

Ruling

Resolved - The player has confirmed that they've managed to resolve this verification issue on their own.

Read our Guts Casino Review.

Player's Complaint

I joined your website yesterday and put £1010 in card payments.

When I tried to withdraw money, I was asked for ID, which is fair enough.

I followed the instructions and when I contacted your chat, I was first told the back of my card was missing. Even though it was on the same pdf document as the front of my card. But, to save headache I provided it again.

I was then told that the bit covering my three digits on the back was too big as it was covering the numbers.

I explained that this was not an requirement on the ID uploading page, plus you could see the others 10 numbers match.

Read the casino review

5 Responses

ThePOGG
Nov 29, 2018

Hi aftab2khan - welcome to ThePOGG.com!

Firstly, we are not Guts casino. You have not deposited to our website, spoken with our chat or been required to submit documents to us.

While I appreciate that this may not be explicitly defined as a criteria on the ID uploading page, that's because this would be considered common sense. They are looking to confirm that you have possession of the physical card the deposits were made from. The card number is something that they are going to need to confirm in each photo. Our involvement in this issue would not change this requirement and I would suggest your quickest way to get your funds would simply be to comply with this request and provide the photo of the back of your card with the card number fully visible.

Thanks,

ThePOGG

ThePOGG
Dec 10, 2018

Hi aftab2khan,

Have you provided the required document and resolved this issue?

Thanks,

ThePOGG

ThePOGG
Dec 17, 2018

Hi aftab2khan,

I'm following-up on the above again?

Thanks,

ThePOGG

aftab2khan
Dec 17, 2018

Sorry, the issue has been resolved. Becuase you agreed with casino I assumed that was end of my complaint.

I sent the documents as requested. Although, I still think this was an attempt to slow pay, but that's my opinion. I think lost of casino's do this.

Again sorry for not replying and thank you for following up.

ThePOGG
Jan 08, 2019

Hi aftab2khan,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

aftab2khan 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

November 29, 2018