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Guts - wrong ban

Ruling

Unresolved - This issue has been taken over by the regulator and this service no longer has any involvement in the management of this case.

Read our Guts Casino Review.

Player's Complaint

I had a Guts account since July 2019 and on the 10th of March I got a ban from Guts. The motivation behind that was "32.4 Bots/Prohibited Programs".

I was sure that this is ridiculous mistake, that will be corrected in the nearest future. With a 100% percent sure that I am innocent and the issue will be resolved soon, just a matter of time, I created account on RedStar not to waste time and to keep playing on MPN, did send verification docs by my own initiative. After playing a week on RedStar I got banned again(because of relation to the Guts account... ofc same name same passport etc) with a confiscated total of more than 2500USD(1300$+ on Guts and 1200$+ on RedStar). A person should be a complete dumb moron to register on the pokerroom of the same network and do the same nasty bullshit with bots/AI/advisors/prohibited software or whatever... Something makes me think that I am not completely braindead and if I really did smth nasty like that I won't go to RedStar and deposit my money there for sure.

I believe that the best strategy from my side to be as transparent as I can and show my cards face-up.

99% of my games were Spin'n'goes(Fish Party Sit & Goes) and from the start of my play on Guts I used PokerTracker 4 and MPN Tools while playing only. That is the only poker software I used while playing. After the game I used ICMizer calculator and Piosolver to improve my game. I also have another tools like Flopzilla, Equilab and CardRunnersEV but I have not used them for a long time as far as I remember. It is very highly unlikely that I forgot to close solver or calculator during the game. Why was I banned only after 6 months? I asked myself..I did the same thing for these 6 months... What happened/changed with other conditions being equal? The answer I found is a popular Youtube poker Spin'n'go streamer I was running on the background sometimes, bringing it to the foreground sometimes while waiting the tables to fill. He is running a marathon right now including playing FishParty sometimes on MPN. The issue can be in the fact that sometimes I was on the same tables with him. To avoid collision and unfair play streamers do a significant time delay in their streams. So there should be no breach of any terms in this case. Standard practice. Because of the delay nobody can have any unfair advantage at the moment, it looked more like background music/noise to me. Afterall I can watch this stream recorded later on Youtube. Anyway he continues to stream and I continue being banned nowadays.

Now about the software I used while playing:

1) PokerTracker 4 - I have my own HUD which I've done myself specially for Spin'n'Go and Headsup games. I think it is out of question. It is industry standard software.

2) MPN Tools - I used it for table tiling, hotkeys and betsizing... everything should be clear, simple assistant tool like PartyCaption, StarsHelper, TableNinja. BUT Not so clear.... here are the facts below:

Here MPN Rep said that MPN Tools was allowed to use-> [EDIT]

Here is the chatlog from Guts support -> [EDIT] (Guts support said that MPN Tools was prohibited! And they won't allow using it. UPS!)

Here is the chatlog from Redstar support -> https://i.imgur.com/7bvJSZa.jpg and https://i.imgur.com/yFu3ISQ.jpg

Here is the translation of the plot of the conversation from Russian:

......

Support: -We don't recommend using MPN Tools

Me: -Why?

Support: -Because there is a chance You may be banned for using this software

Me: -Why so?

Support: -Because using software which helps making decisions based on AI(bots) is prohibited. This software can be the reason of ban.

Me: -There is no AI, there is no bots

Support: -We do not recommend using MPN Tools software

Me: -But there is no bots and no AI.. Why then?

Support: -We already have had bans, players used this software. That's why we cannot guarantee that You won't be banned for using it.

Need to say that I made one more iteration with Redstar support week later and they changed their mind. But it does not change much.. Too much contradictory info already...

3) Nothing more special... Firefox, Chrome, Skype and so on...

I am 99.9% sure that there is nothing! to ban me for. Other 0.1% is for I forgot to close this damn calculator/solver.

Thank You

Read the casino review

3 Responses

User icon
ThePOGG
April 8, 2020

Hi andretti85 - 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
andretti85
August 18, 2020

Any update on this issue?

Thanks.

User icon
ThePOGG
March 22, 2021

Hi andretti85,

Due to various factors within your case, this matter has had to be passed to the regulator. The regulator has reviewed the matter but has not provided us with feedback or an outcome. At this juncture we do not believe this situation to be likely to change.

Sorry we could not be of further help.

ThePOGG

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Agreement

andretti85 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

April 8, 2020

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