Guts - Self-exclusion issues

Ruling

Resolved - Guts casino have fixed a self-exclusion error resulting in this player having their deposits returned to them. We consider this issue resolved.

Read our Guts Casino Review.

Player's Complaint

I signed up and played guts casino thinking it was a new casinos and I had to chance to win but it turns out I was already self excluded on a lot of there other sites which I do when I don't want to play a certain casino because there all the same just a different name and if I self-exclude signing up to another of there casinos isn't possible so it lets me keep track but in this case they didn't stop me from signing up and they let me play and deposit knowing under the gambling laws it wasn't allowed and they was breaking the laws and wouldn't of been able to pay me out if I had won which they kept quiet about and said I wasn't self excluded so I contacted the gambling authority about it and they are making there own investigation which looks like they will be in trouble because they admitted to me that I was self excluded on other sites when I did a subject access request as advised by the gambling authority. Now with me playing and depositing but having no chance to win is. Not gambling at all because if I had won straight away they would of brought that up and said that I wasn't entitled to my winnings by law so I should of got a refund on my deposits yet they called me a liar saying I wasn't self-excluded lied to me

On my subject access request saying I wasn't self excluded yet one of there company's emailed me saying I was self excluded on 3 of there sites I have all the emails and the gambling authority also has a copy I emailed them and asked them politely if they wanted to come to an agreement without going this far and the reply I got was I wasn't self excluded which I told them I was and they blanked me

Read the casino review

5 Responses

ThePOGG

September 25, 2017

Hi mrmouse88 - welcome to ThePOGG.com!

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

Please forward on all documentation associated with your subject access request to [email protected]

Thanks,

ThePOGG

ThePOGG

September 29, 2017

Hi mrmouse88,

With regard to your complaint all communication should be directed to your complaint page.

Yes you can expect this to take a long time. Self-exclusion complaints are complex in nature and require our team to review large amounts of communication between yourself and the operator. In this case there are multiple operators involved making the issue even more complex.

Once we've received the complete complaints package and had time to review it I will revert to you.

Thanks,

ThePOGG

ThePOGG

October 6, 2017

Hi mrmouse88,

I've spoken with Guts about this issue - they inform me that your funds should already have been returned to you. Can you confirm this?

Thanks,

ThePOGG

mrmouse88

October 6, 2017

Yeah they was returned yesterday thanks. Can you ask them to make sure it is never possible for me to open any accounts on any of there sites again please

ThePOGG

October 9, 2017

Hi mrmouse88,

The reason you've received a refund is because you shouldn't have been able to sign-up new accounts. As such you should not be able to set up new account now. However, if you change the details you use to register with there is a limited amount the operator can be expected to do to prevent you signing up. Please bear this in mind when registering with operators in the future or simply check the ownership information in the footer of the site.

Thanks,

ThePOGG