Genting Casino Complaints

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.

I deposited a total of £3000 playing live blackjack on the evening of 17/04. During my time playing I encountered problems with their transmition of dealer video/software as it would freeze and only show me the numbers what I was being dealt. The problem however is I never got an option to stick, stand or double down as the buttons were missing. This happened on more than one occassion and my last hand I was dealt a 4 and 3, dealer with a 7 but I had not option to hit as no button available. All it showed was the dealer hitting a 10 and me sticking on 7 losing the hand. I contacted genting who said they would contact the suppliers to find out what was going on and then they would contact me back, no timeframe given even though I asked. I contacted them today and I was told the problem with my internet connection and I autofolded the hand due to this. My arguement is how do I know it was my connection? Also if the connection was so bad how comes it showed dealer hitting a 10 and me sticking? Connection is good enough to show me losing. I have played live blackjack with numerous casinos all through evolution and have never experienced anything like this before. I feel this is unexceptable from the casino and am requesting my deposits back due to these issues I experienced. Failure to do this and I will put in a chargeback request to get my money as I clearly had no chance of winning, just handing over my money. Should a connection be so bad wouldn't it be terminated and hands aborted due to connection issues rather than just take a players money??

Dear Genting and fellow gamblers. I have tested over 500 slot games in fun mode and I have lost on each and every one in long term. I haven't seen any slot game which would be safe in long term. So from this I can state the fun mode payout rate and the real mode payout rate is almost the same. However I have found one game, the Avenger.... This game gave me, and give me always over 1million dollar in less than one hour. Always. No variation. The game has frozen at 1.4 million dollar. So we are talking about a fraud and/or software failure. The game did not state that fun mode is significantly different from real mode, since in every game fun mode results were almost the same like real mode. Otherwise there would be no sense to play in fun mode at all. Anyway I was over the moon when I saw in fun mode that I have a huge profit. Always. The emphasis is on the always. 1 million profit in 1 hour. Always. I was absolutely crazy and I have deposited with them £3000 and I got £1000 bonus. AT the beginning I made from £4000 , £3800 bonus. But then I saw already that this is different. The payout rate is different, since we have the progressive jackpot which makes the difference, however It cannot make such a difference. Plus I have tested every game, and even if you have jackpot in fun mode or not, you are not able to make 1 million dollar profit, always in fun mode. So long story short. Eventually I have lost all of my money, and I have fulfilled the 90% of my wagering requirement. When I had £3179 I have requested a call back, and I was speaking with a manager. I have explained him my problem, but he refused politely. Well probably I could have expect that. He told me, that I should have known that there is a variation. Sometimes you win, and sometimes you lose. My problem is, that in fun mode I win, always. Not sometimes. Always. 100%. There is no variation. So this is a far from any variation and it is a serious breech of fairness and a serious fraud. I have reported this to the Gambling commission to the Guardian, and to the Gaming Lab too. Gaming Lab, they are testing the Random Number Generator software. Well this is not working here in fun mode. Something is very wrong with this game. In fun mode you almost always got 5 wild with Thor, and in real mode, almost never. Just one example. I will contact Alderney Gambling Commission too. I have attached the file, with the game description and with screenshot which shows my one million dollar balance. I can make it, always, at any time. The casino must rectify this serious problem, and refund me. If they wouldn't refund me, well I will survive, however, they did advertise this game, wrongly. In a very deceptive way. They must change the fun mode software and put a disclaimer, that the payout rate is extremely different in fun mode than in real mode. Regards Daniel