Refuse to communicate or refund
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.
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