Beschwerde #67
Casino Gods
Winnings removed from unjustified fraudulent accusations
vor 6 Jahren
Hello, I am writing today to explain my current situation with Casino Gods.
On the 10/04/2020 I signed up to the site to avail of their £300 for £300 100% first deposit bonus. I luckily won and ending up withdrawing £977.50.
On 11/04/2020 at 10:05 saying my account was limited and is under a 'standard routine check'. On the same date at 18:35 I sent them my verification documents including bank statement, ID photos, bank card pictures and selfies with both my bank card and ID.
After sending these documents I didn't receive any updates and chased via email on the following dates/times:
16/04/2020 10:05
20/04/2020 08:59
20/04/2020 09:09
21/04/2020 00:04
23/04/2020 13:11
23/04/2020 13:20 (again sending all requested denouements which were originally sent on the 11th April).
25/04/2020 21:15
After 15 days of being ignored without any updates I got a response on 26/04/2020 at 11:05 apologising for the delay and they assured me this was now escalated internally for me, adding that i should hear back in a few days.
On the 27/04/2020 at 10:23 they requested again my proof of address as my original bank statement which i sent on the 11th was rejected. This was completely my fault and let me explain the context. I am studying in Liverpool, this account used to deposit was my secondary account used to help me manage my money whilst at uni. This bank account was signed up to using my Liverpool (uni address). I have a permanent address with my parents back home where I would classify my 'home address'. The original bank statement sent on the 11th April contained my Liverpool address. After news of the lockdown I have since returned home with my parents and on the 29/04/2020 at 23:10 sent them my new bank statement which i have updated the address for via the bank app (to reflect the fact that I have now returned home and reside at the address). I have also used my home address and my address on the site as for the reasons mentioned above, this is my permanent address. I also have my current account linked to my home address.
Today, 30/04/2020 10:28 I have received an email saying that after investigation 'our security team has deemed that you undertook fraudulent activities to your advantage which is a clear breach of our Terms and Conditions'. They also informed me that my account was blocked and any winnings were removed.
I responded at 10:57 requesting additional details as the 2 entire sections of the T&C's they had referred me to were very generic and they did not specify exactly what 'fraudulent activities' they are accusing me of. (The sections of the T&C's contained multiple sub-sections which cover multiple areas/topics).
Safe to say I am highly confused, disappointed and anxious at this stage given they're throwing around such impacting accusations.
I followed this up at 30/04/2020 12:55 explaining the whole address situation as this is the only thing I can think of as to why this has happened but even then, updating your address is now fraud, doubtful? Within this email I also provided additional proofs for both my home and Liverpool addresses.
I further followed up at 13:18 requesting a manager responds ASAP as i am becoming increasingly anxious and want answers.
Casino Gods responded on 30/04/2020 at 13:24 saying their decision was final and would not give me any additional information.
I feel absolutely shattered from the whole process from start to finish, from ignoring me for 15 days then finally this, confiscating my winnings and accusing me of fraud, better yet not even saying what specifically they believe I've done. I cannot believe a large reputable brand like Genesis Casino Group can accuse customers of this.
I have attached all evidence I have. FYI - I have other withdrawals from the sister sites of Casino Gods, all of which are operated by Genesis Casino Brand, all of which have been removed totalling just over £7,000. Since they seem to cross-brand verify (and block) I have attached everything that is relevant from the other sister sites including any information requests and where I have provided information as requested.
Pleas help me Askgamblers, I feel so tiny and any support on how to get more answers would be greatly appreciated.
On the 10/04/2020 I signed up to the site to avail of their £300 for £300 100% first deposit bonus. I luckily won and ending up withdrawing £977.50.
On 11/04/2020 at 10:05 saying my account was limited and is under a 'standard routine check'. On the same date at 18:35 I sent them my verification documents including bank statement, ID photos, bank card pictures and selfies with both my bank card and ID.
After sending these documents I didn't receive any updates and chased via email on the following dates/times:
16/04/2020 10:05
20/04/2020 08:59
20/04/2020 09:09
21/04/2020 00:04
23/04/2020 13:11
23/04/2020 13:20 (again sending all requested denouements which were originally sent on the 11th April).
25/04/2020 21:15
After 15 days of being ignored without any updates I got a response on 26/04/2020 at 11:05 apologising for the delay and they assured me this was now escalated internally for me, adding that i should hear back in a few days.
On the 27/04/2020 at 10:23 they requested again my proof of address as my original bank statement which i sent on the 11th was rejected. This was completely my fault and let me explain the context. I am studying in Liverpool, this account used to deposit was my secondary account used to help me manage my money whilst at uni. This bank account was signed up to using my Liverpool (uni address). I have a permanent address with my parents back home where I would classify my 'home address'. The original bank statement sent on the 11th April contained my Liverpool address. After news of the lockdown I have since returned home with my parents and on the 29/04/2020 at 23:10 sent them my new bank statement which i have updated the address for via the bank app (to reflect the fact that I have now returned home and reside at the address). I have also used my home address and my address on the site as for the reasons mentioned above, this is my permanent address. I also have my current account linked to my home address.
Today, 30/04/2020 10:28 I have received an email saying that after investigation 'our security team has deemed that you undertook fraudulent activities to your advantage which is a clear breach of our Terms and Conditions'. They also informed me that my account was blocked and any winnings were removed.
I responded at 10:57 requesting additional details as the 2 entire sections of the T&C's they had referred me to were very generic and they did not specify exactly what 'fraudulent activities' they are accusing me of. (The sections of the T&C's contained multiple sub-sections which cover multiple areas/topics).
Safe to say I am highly confused, disappointed and anxious at this stage given they're throwing around such impacting accusations.
I followed this up at 30/04/2020 12:55 explaining the whole address situation as this is the only thing I can think of as to why this has happened but even then, updating your address is now fraud, doubtful? Within this email I also provided additional proofs for both my home and Liverpool addresses.
I further followed up at 13:18 requesting a manager responds ASAP as i am becoming increasingly anxious and want answers.
Casino Gods responded on 30/04/2020 at 13:24 saying their decision was final and would not give me any additional information.
I feel absolutely shattered from the whole process from start to finish, from ignoring me for 15 days then finally this, confiscating my winnings and accusing me of fraud, better yet not even saying what specifically they believe I've done. I cannot believe a large reputable brand like Genesis Casino Group can accuse customers of this.
I have attached all evidence I have. FYI - I have other withdrawals from the sister sites of Casino Gods, all of which are operated by Genesis Casino Brand, all of which have been removed totalling just over £7,000. Since they seem to cross-brand verify (and block) I have attached everything that is relevant from the other sister sites including any information requests and where I have provided information as requested.
Pleas help me Askgamblers, I feel so tiny and any support on how to get more answers would be greatly appreciated.
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