Genting Casino - £3488 of legitimate bonus winnings removed from balance

Stefan Zylinski United Kingdom
posted on September 28, 2016.

I was offered a bonus of 100% up to £500 which I accepted, and was able to complete the bonus and finished my session with a balance of approximately £4531.After wagering was complete, I noticed that my balance had dropped down to £1043. I received an email from Genting stating that:

‘We are writing to inform you that Casino Management have reviewed your account gameplay and determined you are not using your account for recreational use, rather only playing to use casino bonuses. We have therefore made the decision not to offer you any further bonuses or promotions. We can confirm that the decision has been made in accordance with our End-User Agreement and General Terms and Conditions, specifically:
''4.4 Promotional Offers: All promotional campaigns or competitions will be subject to the terms and conditions of those customer offers as well as these terms and conditions. We reserve the right to withdraw the availability of any offer or all offers to any customer or group of customers at any time and at our sole and absolute discretion.''’

I do not understand how this term gives Genting the right to confiscate legitimate winnings, when to my knowledge I have not breached any of the terms and conditions, and after livechatting with Genting support staff I was unsatisfied with the answers I was given. The clearest interpretation of this term is that Genting reserve the right to stop my account from receiving bonuses, not that they are able to remove my winnings.

I was assured that ‘you have only lost your bonus funds Stefan not real cash’, which is incredibly insensitive as £3000 is a lot of money to me (money that I need), and it just seems like Genting were perfectly happy to take my money up until the point when I actually got a win. I’d like to make sure that they won’t do this to anyone else.I’m also worried that there is no way for me to appeal this decision, after getting no clear answers on livechat.

posted on September 30, 2016.

Dear Stefan,

As per the email we sent you earlier today, please accept our sincere apologies for any previous confusion.

We trust that the issue is now resolved and please do not hesitate to contact us if you require any assistance.

Kind regards,

Genting Casino Customer Support

Stefan Zylinski United Kingdom
posted on October 4, 2016.

The funds have now been returned to my balance and I have made a withdrawal - everything seems to be resolved

posted on October 4, 2016.

Based on submitter's last post AskGamblers Complaints Team is now considering the complaint as successfully resolved and it is being officially closed.

Thank you all for your cooperation.