Guts - Requesting a refund
Found for the Casino - Where a player fails to inform an operator that they are closing their account due to compulsive gambling issues, the operator cannot be held accountable if the player then re-opens their account and accrues further losses. The player in this case has not been clear that they have a gambling problem and as such Guts Casino cannot be expected to return losses.
Read our Guts Casino Review.
I would like to complain regarding Guts sports for a couple of issues, firstly is the length of time it took to get an answer on a query. I sent an email in on Saturday, and have had to go on live chat every day this week to chase them and pressure them for an answer.
Second issue which is the most important one in my view is, I sent an email in back in february complaining about there site, and requested my account to be closed permanently, to which I got a reply stating that my account has been closed "permanently". I admit, i never stated I wanted to be self excluded, but I assumed that requesting your account to be closed permanently would suffice if never being able to re-open this.
I then recieved an email from Guts sports offering me to re-open my account, also offering a nice £100 bonus no deposit required, to which I accepted.
I have further deposited £241 on this account, but have requested this to be refunded due to the fact that I was advised my account had been closed permanently. What does permanently mean?
I can send the email transcript through, in which i was advise by a member of staff my account was closed "permanently"
I hope you can help me, and I await your response.
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