What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Casino Gods - Refuse to communicate or refund

RESOLVED
Complaint Info
Disputed casino Casino Gods
Reason Declined payment
Posted on October 28, 2019

My complaint results in the absolute network of Genesis gaming group. Subsequently the following casinos for the following ammounts also .

Vegashero (£757)

Spinit (£992)

Casino gods (£4132)


I have tried multiple times to deal with this casino but it seems they hold all the power and can do as they wish. Played on the sites around mid september and won. Obviosuly, this seems to be the problem. After some 7-14 days with no money landing in my bank I emailed to chase. But when I did get a reply I was told my account was under a review. No other particulars other than this.


I was then asked for a multitude of documents such as proof of age, address and payment. Then a request for a selfie with me holding a piece of paper next to a note with my account number with my ID. (Very difficult to achieve as I dont have three hands). All of this was given then once again total silence and no intercommunication.


Then on the 1/10/2019 i received the following


"Dear Amy <surname removed>,


Please be informed that after investigating your accounts, our security department has deemed that you undertook fraudulent activities to your advantage which is a clear breach of our Terms and Conditions.


In the event of any fraudulent activity, Genesis Global Ltd reserves the right to suspend or block a players’ accounts and void any winnings.



We invite you to read our terms and conditions:


specifically clauses number 12 & 14.


All your account has now been blocked and will remain so, without possibility of being reopened.

Any winnings are now voided and no refund shall apply. "


No details of what I am being accused of or evidence provided. Surely an accusation cannot merit several thousands of pounds being taken from me. Being suspect and convicted are totally different things.


I would also like to point out all of this money was won with my own deposited money and did not use bonus funds. Please also note wagering with cash does not count towards wagering so bonus funds was not affected.


What I find more infuriating is the fact that they take all of my winnings claim fraud and then do not even return my deposits. Surely this is theft!


I will also state that genesis are in breach of the gambling commission rulings of May 7th this year which state that verification cannot stop withdrawals from happening this operator has clearly breached this rule. Please see link below


https:­//w­ww.g­am­bli­ngc­omm­iss­ion.go­v.u­k/n­ews­-ac­tio­n-a­nd-­sta­tis­tic­s/n­ews­/20­19/­New­-ru­les­-to­-ma­ke-­onl­ine­-ga­mbl­ing­-in­-Br­ita­in-­fai­rer­-an­d-s­afe­r.aspx


I look forward to askgamblers to mediate this issue so I can get on with my life in due course and not wait for emails from what seems to be a rogue casino.

AskGamblers
Posted on November 14, 2019

This complaint has been reopened as per Casino Gods request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on November 15, 2019

Hi AMY210290,

thank you for your patience.

Please note that we forwarded all the evidence to AskGamblers and after checking your case we confirm that your account will remain blocked and your winnings confiscated due to a breach of our T&C.

Also, we kindly invite you to check clause 12 and 14 of our T&C, as mentioned via email.

Please bear in mind that, as per clause 14.3 'The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion.'

Regards,
Casino Gods Team

AskGamblers
Posted on November 15, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Casino Gods management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy