Guts Casino Review

The player from Canada had experienced difficulties with withdrawing his winnings from the online casino. The casino had insisted the issue was due to a provider, Interac, despite the player having confirmed with his bank that there were no issues on his end. The casino had offered no alternative withdrawal methods and had consistently cancelled the player's withdrawal attempts. The player had also faced problems with identity verification as the casino had rejected his bank statement multiple times. After several back-and-forths and the involvement of our Complaints Team, the player's account had finally been verified. The player was able to withdraw his funds using a bank wire transfer instead of Interac, and the funds had arrived successfully. The complaint had then been marked as 'resolved'.

The player was self-excluded via Gamstop but he kept receiving emails with bonus offers from this casino. He then decided to use them and made a few deposits in a total of £1,109 and with that money, he won £3,500 which he decided to withdraw. But the casino confiscated the winnings and closed his account due to the self-exclusion. They never returned the player's deposits and he submitted the complaint to a higher authority. There's no further information available ever since.

Abyrvalg from Germany accidentally used VPN and the following day, their account had been closed. The player was recommended to contact higher authority, a relevant regulatory body. There is no update on the case and it remains unresolved.

Player complained that he was allowed to open an account in this casino despite the fact that he had self-excluded himself permanently in all casinos with the same group owner. Player had made some deposits and lost and he demanded a refund. Casino replied that at the time when the player self-excluded himself the casino was owned by a different group and thus the delay in accounts verification after the acquisition. The player complained about the slow responsiveness of the casino. No more update.

Player complained that after he won a large amount he was asked by the casino to send all kinds of identity-proving documents. Additionally, he was asked to send another proof of address and was told to upload it via the website but as his account was suspended he was unable to do so so he sent it via email but the casino kept telling him to upload it via the website. Then he was asked to send again a bank statement. He didn't understand what was wrong with the statement he had already provided recently but the casino wouldn't clarify this for him. The player felt he was being mistreated. Casino support manager replied to him several times that his matter would be carefully investigated. No more update since.

Player complained that while he had been playing a game and winning there was a malfunction that caused an unfair result. Player reported this to the casino which was taking a very long time to reply. They replied they were waiting for the game provider to investigate on this. No more update since.