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Guts - Missing withdraws

Ruling

Resolved - Guts Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Guts Casino Review.

Player's Complaint

I made a withdraw on 13.of may and 14.of may. After 22 days I havn't received them. I been in touch with the support several times and they say everytime that they will send the case to the right department. I have also sent them my bank statement that proofs i havn't received the money. I have also talked to my bank and they have checked if the money was in the stystem. I feel thar Guts don't even try to look for the money. Been a client for over 5 years but now i am done with that casino. This is the 3rd time this happend this year.

Read the casino review

4 Responses

User icon
ThePOGG
June 5, 2020

Hi trj1980 - 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
June 9, 2020

Hi trj1980,

Guts inform us that your payments have been reprocessed. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

User icon
ThePOGG
June 16, 2020

Hi trj1980,

Have you received your funds?

Thanks,

ThePOGG

User icon
ThePOGG
June 23, 2020

Hi trj1980,

If we haven't heard from you by Friday the 3rd of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

trj1980 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
  • Zecure Gaming Limited

June 5, 2020

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