RedPhantom1982

Well l don't think it's a bad idea or concept. After all, it's instant access to winnings. I know quite a few casinos online now offer fast card transfers, or 4 hours max from withdrawal to funds crediting etc, but many still don't like 32red and slot nite. They still process withdrawals under the 'Min 24 hour pending process.' So i'd say the idea is great what PP has implimented, it just seems they have focused on the positives of these cards and totally overlooked a flaw in its using. I'd recommend the cards on the condition you absolutely don't lose it. Or if you do, hope there's little to no money loaded on it cause if there is... Good luck with getting it sorted and in reasonable time.

Yes, sorry I had updated the complaint here but not this thread. So, despite then telling me first that the cancelled card had £4.00, then £0.04p, then no funds at all despite my constanty showing them evidence of the balance, I finally, after around 2 week of being told none were available, got to speak with a manager. (And no I was not demanding a manager because I think I'm entitled, I was told by several agents that managers are the only staff that can resolve this by transferring card balances.) The on shift manger, Melissa, confirmed that the balance was what I said on old card, and she proceeded to do a card unload, which is self explanatory, and the forwarded / sent the balance to my debit card on the acct. which credited a few days ago. So yeah, long story short, it has, after much concern and confusion, been resolved and refunded.

Just wanted to say that while Paddy Power casino have thought outside the box by issuing a pre paid debit card allowing instant access to whatever you may win, I'd implore those thinking of taking advantage of this card not to load / withdraw any large sum onto it. If you are as clumsy as me and lose things constantly, then this isn't for you. When you lose a cash card plus with a balance on it, yes, they will block that card and send a replacement. However, try getting balance of the old blocked card transfered to the new. I've been trying now sinse Dec 23rd, with a manager confirming that payments team do this, and my case was escalated to them Last Wednesday, its now Tuesday and 6 days later and for an escalated case, I've heard zero. I've asked four times to speak to a manager, none are available every time. I've asked could balance be transfered to PayPal... not possible. Can they add the amount as a credit in games and I cam them w/d to new card, no can do. And so, I'm told, please just say continue to wait. Asked for a rough time it will take to get back to me, can't give one. My advice, don't take their cash card plus, it's nothing but a huge headache!

"Its this exact attitude that resulted in your ban." Is it? You were there when decision was made I assume. Or is this just you speculating then giving your opinion on an issue u know nothing about. I'll mind my attitude, you mind your business. "I'd agree with the first poster... " Do you? There's nice. Personally, I couldn't care who you agree with nor why you feel the need to say. "They could possibly have recalled your previous answers, pasted them on the screen, and asked you to confirm each of the answers..." Again, wrong. I told them I had answered the questions in the previous 7 to 10 days and my answers remain the same. He then said I must answer them on threat of acct suspension. The agent then closed my acct, told me if I changed my mind all I have to do is go bk to chat, answer them at a time I feel I want to and then, he said, my acct would be reactivated immediately. Went bk next day to answer questions and was told a bar was on the acct for 6 months so they could not reopen it. If your going to tell me my attitude is all wrong and I should never stand on my principles but rather just do as I'm told when I do not believe that they have a legit reason to do what they tell me I must, then I'm going to refuse every time. If you'd be okay with having to answer a series of questions as to satisfy them that you are not an out of control hopelessly addicted gambler, and do so every 7 days or so, that's up to you. I will not, which is why I haven't bothered to challenge the ban cause its good riddance to bad policy.

More than welcome Coco.

As for your opening question there B, I can't comment on, nor claim any credit for, taking down Genesis Group personally, especially in single week. If, however, your referring to a dispute I have with the Group that is ongoing, then yes, I am. This week, without going into any detail because it is an ongoing dispute, I can tell you the ADR emailed to say the case is now with their Adjudication Panel. I'll let you know the outcome as and when it's given.

Just a quick update to say that, while I continue to disagree with VG decision to issue a ban, and their reasoning as to why, I nonetheless wish to be fair to VG and say that on Wedneaday this week, the full amount was paid into the bank. I have criticised them on other points that I disagree with so, in turn, its only right to offer a positive bit of feedback and thank them for at least giving me what I won (where some others would not) and I did enjoy their games and site and from my side, I regret it has to end in a negative manner However, I can do nothing about that. Its their casino and therefore, their decision. Thank you to all for your feedback and thoughs, all except Mr / Miss Blackjack up there until you can reply on topic. (Thats said with tongue in cheek, Mr Sarcasm.)

Yes but they don't though. If, as you say, Loads of people have had the same issue, then you may speak on behalf of these loads of people to tell me all of them have had that issue with Casumo, but I cant speak on behalf of The Planet, only on behalf of myself and I made withdrawals there and never got asked for any documents, financial or otherwise. And thank you for deciding on my behalf what l should or should not get pi**y about but, no offence, I think I'll decide myself what I do or do not think is fair and just. And whats God got to do with Casumo? He their new CEO?

And Casumo don't only release money if you supply them a p60 at all. I played there about 3 weeks back and requested several withdrawals and despite my offering them ID, they replied that at that point, none were required and that if ID or documentation were required, they would be in touch. Never heard from them and my w/d's went through without an issue, one of which is seen below.

OK the reason I would not answer their questions is because the following is the case. I have, in the past 12 months, not played there and my acct with them has been closed. I recently, not more than 2 weeks ago, emailed them and asked them to reopen my previous acct which they did. In th two weeks I have had the acct active with them, and I've just checked my online banking to confirm this, I have deposited a grand total of: £70. Four by debit card, one via paysafe. Now please tell me if this sounds reason to justify being asked if I am in control of my gamblimg and comfortable with my deposit and play level. I don't believe for a second there is any genuine concern they have over my 70GBP spend since reactivating my acct and more about the fact that my withdrawals in this time are much higher in amount than my deposits. How anyone can justify saying they need to ask me based on £70 over two weeks deposits deposits if I can control my own gambling is absolutely ridiculous. That is why I refused to answer the questions, because I don't believe they have any reason whatsoever to ask me them based on my depositing amount and frequency.

Not only does that sound like very good advice, I think that's exactly what I shall do. Take your other points onboard, too. Replying with honesty, or as you may have handled the various points of contention, it really is very much appreciated.

Requested it this afternoon, so I'm not implying I suspect they are withholding it. It is, however, inconvenient not being able to log in and check status. I don't have reason to believe they have done anything other than processed it, but I can't know that. After all as chat shows, Marc said it would be absolutely fine to return later stage and answer them, whereupon they would reactivate it. Now they have ammended this from no problem at all to 6 month ban.

Yes I added my bank details long time ago for a withdrawal. I've never used that method to deposit with.

I've told you before, I'm using a mobile device and if typos have no time for correcting as they will deem my non responses as justification to leave chat. If all your going to do is troll me around to comment non relevant idioc quips that only you can seem to find amusing, amuse yourself somewhere that isn't here. TTFN

I Won 100GBP, went on chat to ask about method issue I did not understand, then this happened... Please note, I have not altered, added to or taken from, the following chat log. It is 'As is' when it was live. I fully not just give consent to seek a copy from virgin games to Compare for Authenticity, I will fwd the email it came attached to if requested. "On Friday, 23 October 2020 Chat Transcript <[email protected]> wrote: Chat Transcript with Alex Chat started on 23 Oct 2020, 02:09 PM (GMT+0) (02:09:07) *** Alex joined the chat *** (02:09:07) Alex: Hi ive made all deposits with debit card all except one,the mot recent of £10 made via paysafecard and you've not given me an option to w/d to debit card which I've used recently to deposit with, and allowed bank transfer method only as w/d option wjsm. I have not used that method to deposit with? (02:09:09) Customer Support: We are just searching for an available agent and we’ll be with you as soon as we can. Thank you for your patience. (02:09:11) *** Marc B joined the chat *** (02:09:20) Marc B: Good afternoon Alex. (02:09:46) Marc B: For security, please may I take your full name, the month of your date of birth and the amount of your last attempted deposit on site? (02:09:55) Alex: further are you not supposed to withdraw back to depositing methods only? (02:10:05) Alex: Alex **** (02:10:21) Alex: May (02:10:27) Alex: £10 (02:10:49) Marc B: Thank you very much for passing security with me Alex. (02:10:58) Alex: (02:11:01) Marc B: I will be more than happy to take a look at this with you. (02:11:09) Alex: ty (02:11:48) Alex: then debit card is linked o the same bank acct anyway (02:12:18) Marc B: In regards to withdrawing, you are right, you can only withdraw to your most recent deposit method but if you deposit using either PayPal or Paysafe, it will automatically ask you to withdraw to your bank. (02:13:12) Alex: why? I've got a perfectly good working experience and recently used debit card on acct. (02:13:43) Alex: 1-4 days by bank mate vs 1-4 hours by dbt crd (02:14:28) Alex: could you change it to whdrw by dbt CD? (02:14:42) Marc B: First of all, I've just seen your withdrawal and congratulations, what a lovely win that is! (02:15:07) Marc B: I'm afraid that is nothing we can do to change the withdrawal method especially when it's already been requested. (02:15:07) Alex: thank you, I agree, it was (02:15:28) Marc B: Could I just ask you a few questions in regards to your recent play please Alex, I will just need to note your account a moment. (02:16:50) Alex: if its in regard to my level of comfort to what I am playing Marc, n. (02:17:35) Alex: been over all that before so I'm not asnfering these quest. again (02:18:16) Marc B: I understand that you have been asked them before but peoples situations do change so we will have to close the account if you're not prepared to answer the questions. (02:19:17) Alex: Marc, the answer is no. All is exactly as if was in previous Answers (02:20:14) Alex: dont start all this Marc.... (02:20:24) Marc B: I understand but I can not go against company policy or the gambling commission regulations. We have to ask them and if not, we must close the account. We must ask the question and see an answer. It is only a few questions and only takes a couple of minutes. (02:22:01) Alex: in that case Marc, allow me to consult with UKGC asking them to clarify the claim u just madr, then I'll answer (02:22:22) Alex: OK? (02:23:05) Marc B: That's fine, if we feel that there are any concerns we must clarify with you to ensure your safety on site. Would you like to contact us back once you've spoken to them? (02:24:16) Alex: I will email them then based on what they advise, I'll return and act accordingly. (02:25:27) Marc B: Thank you very much Alex. Is there anything else I can help you with in the meantime? (02:25:34) Alex: this clearly will not affect my ability to dep And play and withdraw Iust assume, (02:25:46) Alex: no (02:26:39) Marc B: It will not effect your withdrawal at all, you will still receive it within the timescales. In regards to deposits and playing, yes, the account is closed until you contact us back. (02:27:22) Alex: to clarify, I have a cash bal Marc... (02:27:50) Alex: your taking away my access to it becausr?a (02:27:50) Marc B: Yes, you currently have £7.47 on your account. Would you like me to manually withdraw this for you Alex? (02:28:33) Alex: I won't answer quest I have already given u!? (02:29:35) Alex: this is fair and good practise? Marc, my cssh bal... (02:29:51) Alex: send it bk to dbt and card (02:29:51) Marc B: I understand that it may be frustrating but we have to ask these questions when ever we feel the need. It's even more of a concern for us when you're unprepared to answer them, thus, why we have to close the account. (02:30:18) Marc B: As I've explained, we can't change the withdrawal method. This will also apply to the funds currently in your balance. (02:30:26) Alex: I've answered them Marc, records show that (02:31:47) Alex: so my money I deposited your stealing untul I agree to your fee demands (02:31:56) Marc B: Those are past records, these are present. To clarify what our processes are Alex and there is nothing I can do to change them. If we feel we need to ask these questions, we must ask them no matter what, if they are not answered, we must close the account. (02:32:17) Marc B: In regards to "Stealing" your funds, I've asked if you would like me to manually withdraw them for you. Would you like me to do that now? (02:32:32) Alex: that's enough said, I'm going to UKGc sinse u reference them (02:32:45) Alex: goodbye (02:32:58) Alex: yes (02:33:16) Alex: manually bk to dbt card (02:34:13) Marc B: I can't change your payment method I'm afraid Alex. I must withdraw your funds back to your bank account as this is the active method on your account. (02:34:31) Alex: then do it to bank (02:35:16) Marc B: Not a problem. I will get that done for you right away Alex. (02:35:22) Alex: I'm appauled and this is absurdly concerning (02:35:26) Alex: ty (02:35:30) Alex: bye (02:35:56) Marc B: I'm sorry you feel that way Alex but these are the processes that we must follow. (02:36:00) Marc B: Is there anything else I can help you with today? (02:36:32) *** Alex left the chat *** End of Chat quote. I went back to say I will answer the questions because I wish to check withdrwal status and as seen in above chat, was told it would be fine to confirm with UKGC and if they confirm Virgin games statement, I'll answer their questions....again....for second time. Phoned their 0800 No. to discover, 6 month Ban, zero explanation. I have no idea where my withdrawal is, or even if its been withdrawn. I'm asking for the Players and Industry insiders for their opinion on this. Am I justified to be angry and disgusted at the handling of this. All Comments Welcome, Good, Bad or Indifferent. If i have posted this at an incorrect or inappropriate section I'm happy for a mod to move it to where they deem applicable. Thank you all in Advance. Red.

Okay them Val let me ask you a simple question. The comment you highlight is My opinion as such, are you suggesting I cannot put my opinion on how the group operate? And unfounded? Have I not said they contradict Themselves, and the posted the proof of one claim where they say I have breaced the terms, followed by another where they say I haven't? I am sorry but maybe you need to change this site name because if on AskGamblers.com, gamblers are not permitted to give their honest and true opinions then that's fine Val, I shall leave without a need to be asked because if you want to restrict freedom of expression, then I do not and will not wish to be here myself. Thank you all the same. No hard feelings & Goodbye.

unproven? Val if you would like to message me in a private capacity and and tell Me what evidence you would deem necessary because everything I have said I can back up with evidence and proof. I am sorry if you don't like the tone in which I am posting but if your suggesting I have no right to a public platform to post things in writing I can back up based on nothing more than you own personal dislike of the tone I am commenting in?? I don't see a single complaint Val by a single member? Finally Val what dl you suggest then, I refer to Them as My lovely fluffy casino group and tell u how wonderful they are? And just out of curiosity Val, I happen to know that a rep of Gen Group are awere of this thread and so, are you acting on their complaint about this thread? Ban me you like Val, your not going to do yourselves any favours in Terms of your site credibility

Yeah I literally just minutes ago fwd the latest contradictory statement to the IBAS to add to the existing dispute. I think you right Pin, and good advice. I shall not be Contacting them again. It's wrong through IMO having to go through all this just because a company refuses to budge and admit they are wrong. Their policy is deny, deny then deny again any liability and force customers to have to go to ADRs and / or Governing or Industry Regulators. Maybe this will turn out to be a good thing. They call themselves 'Genesis Global' which is appropriate because the World is watching and know all about your business code of ethics that are modeled on the values of Cosa Nostra.

I mean...speechless! Talk Bout a complete 100% reversal of their stance. From day one I've been told that they justify the confiscation of 90% of my balance and withdrawal by citing I had breached their Terms & Conditions. Now enter Duncan of the Sloty Complaints Dpt. who requests that I be aware that, quote: "We never told you that you had breached out terms & conditions." OK Duncan I'm delusional and seeing & reading things that aren't there.

I have written to the UKGC and lay out what's happened with myself and my experience and I have asked them to note that if they reinstate Genesis licence to again offer their service and business in the United Kingdom that's their choice. However.. If after they do Genesis go on to breach the conditions of the reinstated licence with the same or more serious compliance breach then I am going to hold them as the governing body responsible for that breach due to having passed clear evidence to them of the shady way Genesis operate and the proof they won't think twice to demand u follow every term and condition they have while they violate the same terms one after another.

If it was up to me, Genesis would go under and into financial administration in, oooo I dunno, seven seconds time? No, thinking bout it that's far too much time, thieves can steal a lot of people's money in seven seconds. in all seriousness, I really do hope one day the Hypothetical gabble comes down on Genesis Global. Count 1: Theft of consumer monies. Verdict: Guilty! Count 2: Obtaining money by way of fraud and deception. Verdict: GUILTY! Summing up and sentence "Would the defendant please rise... before your huge fall! You have been found guilty on all counts and it is with the upmost pleasure and euphoric glee that it is the sentence of this court that Genesis Global and its affiliates suffer the sentence of death by lethal cash extraction until you are financially dead. May the UKGC have no mercy upon your foul existence.... TAKE THEM DOWN!

Latest..email bk from Sloty complaints saying the same, max win cap and the rest of it while ignoring the points made as to how and why it cannot be, so I sent a final reply....

Here you go pin, this sums up this company... Chat transcript E-mail: ****** First Name RedPhantom82 Last Name ***** Date of Birth ***** Darko Tue, 09/22/20 12:33:50 pm Europe/London Hello! Please hold on, we’ll be with you very shortly. Hi, my name is Darko, I am going to be your casino agent today! How may I help you RedPhantom82 12:34:13 pm Hi. Darko 12:34:27 pm heya! RedPhantom82 12:35:24 pm firstly I want to make you aware everything said here is being sent to The IBAS whos advice I am here on. is there a supervisor available plz secondly, are you willing to engage with me on the issue of outstanding and confiscated funds? Screenshot_20200920_072401_com.facebook.katana-2.jpg as u see below that is real money balance which u confiscated i am once again for the final time asking you if you are willing to return half of the confiscated withdrawal that is a total of £200 Matias 12:39:42 pm can I kindly confirm your post code, please? RedPhantom82 12:39:55 pm NP11*** Matias 12:40:37 pm Thank you for your details. Can you please bear with me whilst I check for you? RedPhantom82 12:40:53 pm I most certainly can Screenshot_20200920_150215.jpg that's all in asking is be returned is 50% of that withdrawal I contend i am being more than reasonable requesting juat half of that to close this matter and update the IBAS Matias 12:48:39 pm Thank you for holding Sir, I am afraid that is not possible to place a refund of the 50%. As it was informed by email and by others agents contacted, the final decision about the confiscation was taken. Sadly you have reached out T&Cs ad the maximum win from free spins is 100GBP. RedPhantom82 12:50:14 pm tell me then, how, if this was a 100 capped win how I had the money transferred to real balance real balance your own terms say is withdrawble in full at any time it was from a 25 PayPal deposit match my friend, thus the whole amount transferred to real money because under that term the max is 10,000 transferable Matias 12:52:37 pm I am not entitled to say something about that because this was investigated by the relevant department and all information sent to you. RedPhantom82 12:55:13 pm so basically when I point out or give u a reason why its not a capped free spins winnanf that the monies were real balance funds (which they couldn't be if if was amax cap 100 win as the excess would auto remove) u then can't comment? what other dpt. are u referring to pzl you can't just claim it was someone else or a different dpt that did this so therefore its not something you can comment on. that is simply absurd. you May I speak with a rep of this other dpt that did this then as by your own words, you cannot comment let alone do anything. transfer me plz so that I can get them to explain how they think this is justifiable. they Have not given me explanation, they simplt took my withdrawal and the rest of my blanc Matias 01:03:31 pm I am sorry but is not possible to transfer you to the department in charge of the investigation. RedPhantom82 01:03:44 pm a players real money balance is withdrawable in full at any time, im sure u can at least confirm that as its one of your own terms, no? what is the dpt. called? do you not think it's obvious to people who will real this on chat thread at AskGamblers.com thaf your refusing to give mee the name of the dpt or transfer me is extremely suspicious, not to mention the IBAS and Commission what is this dpt called please Matias 01:08:08 pm The email with the final decision was sent on 25/03/2020 and there you can find the name of that department which is Payments Team RedPhantom82 01:09:02 pm OK the payments team. I'll note that and thank u. finally.... can u plz affirm or deny... RedPhantom82 13:03 a players real money balance is withdrawable in full at any time, im sure u can at least confirm that as its one of your own terms, no I assume you don't breach your own t&cs So your saying the decision is made by the payment team is the final one and That I as a consumer cannot challange that because I can't speak with them so no appeal is possible? Matias 01:14:31 pm What I am saying is that the aforementioned team has carried out the investigation and informed you of their decision by email. Of course you have the right and the possibility to file a complaint with the relevant entities. RedPhantom82 01:14:43 pm and again, you keep saying I have breached your terms with no evidence I did nytjing of the kind, but your terms say I as a player can withdraw the real money balance in full at any time. I tried to withdraw just half and you took almost all of it how is that mot you breaching your own terms? I have filed with the IBAS but I want as much evidence as possible I've tried to resolve this directly with you prior to having no other choice You have breached your own terms doing what you did. the terms are a contract between you and the player Matias 01:17:52 pm From my place what I can do is request a gameplay and transaction history so that I can check in which plays the terms and conditions were broken. RedPhantom82 01:18:47 pm breaching this is a breach of terms and conditions and contract put me through to a manager than if u can neither help nor comment can u confirm at least that when ua real money balance is withdrawn in ful at any time That is one of your own terms and that to do anything other than in accordance with this, would be considered a breach of terms committed by you. yes or no Matthias, let me tell you whta you already know. doing wht u have under UK law is illegal because I contracted with u based on the terms and conditions of that as set out by you If you want me to push this all the way with IBAS and inform the UKGC of this that's fine just confirm for me a real player balance is withdrawable in full at any time that's all I need you to do seen as you say you are not able to do anything rlae Matias 01:28:08 pm If you would like to be contacted by a manager please contact us to [email protected] Also as I informed before you were noticed about the final decision multiple times. If you like you can put again your complaint with IBAS and they will contact us directly. RedPhantom82 01:29:57 pm I already have matthias, would you like to see my initial email to the IBAS and their response? Mat... plz confirm what k have asked u 5 times now... ... a players real money balance is withdrawable in full at any time, im sure u can at least confirm that as its one of your own terms, no ???? and by the way this is going on chat thread just so your aware at AskGamblers.com would u like the link? still haven't confirmed for me Mar.... mat* Matias 01:33:56 pm We can confirm that when playing with free spins the maximum withdrawal is 100 as stated in T&C, your withdrawal was made of 501. Kindly be informed that once we get a reply from IBAS regarding your case our management will deal directly with IBAS as per procedure. RedPhantom82 01:34:19 pm OK that's fone and u not going to confirm or deny the question I have asked I assume? Matias 01:36:04 pm Kindly be informed again that we will deal with your case directly with IBAS once we receive the reply. Is there anything else I can help you with? RedPhantom82 01:36:11 pm does not look at all good Mat your avoidance of a simple question about your own termwshiffy OK. think I have seen enough. goodby You archived the chat 01:37:21 pm

You will excuse the Typos & grammatical errors I trust. I am writing all this on a phone with tiny keyppad. I do apologise .

Well my letter to the UKG is below.. No, I plan to do much more. I told you I'm not being anything other than 101% Serious and if I know that I am right.. ....to say I am n like a dog with bone mate, yeah I suppose I am in that i will not let up or let go.. My first letter to commission' (Rough draft) "Deat Sir/Madam. My name Mr LEWIS and I'm writing this as this to you with an extrene concern over practises conducted by Genesis Group, whom i know and understand you have suspended their licence to operate in the UK i come here wanting not the detail regarding that review, nor enquires as tyo the nature or initial reaaonn for this action but rather, to simply request most strenuousluy and seriously, please consider this the following , their actions and hostility toward a loyal player in myself whom they repeatedly say atheir decision has been made and it is final, however... , decision and ruling made by a separate dpt which I find fascinating. I have followed the your instructions the commissiona advice where you say if players have a dispute or complaint to wit go to the specific casino played. at to tri and come to an amicable agreement.. Tried this 4 or 5 times yesterday and attached are chat to logs to show what happess when you try and engage with them, as I have a dozen or so times Anyhow, in this statement. I shall insist that the UKGC believe absolute nothing I say if and when I am unable to show evidence to back absolutely the allegations I am about to make about the theft of my balance and £400 'Confiscatedp' of a withdrawal d £500 along with my cash balance. Here is the case summary to follow as sent to resolver and IBAS, now yourselves at the Gambling Commission.. Dear Sir / Madam, I am writing to you to raise an issue about: Gambing The issue that I have experienced was: Hi. I won over £1000 in total on sloty casino with a deposit and associated bonus. The bonus was fully wagered and the bonus balance transferred to my cash balance (See attachments). As you see, the full win was transferred from bonus into available cash funds which, as i understand it, is your full amount available to withdraw. However, when I attempted to withdraw £501 I had an email (Which I shall add) stating that I had withdrawn over the maximum amount of £100 which, they claimed, was my max allowed as they said it came from a free spins win which is capped at £100 then proceeded to, as they put it, 'Confiscate' £401 of the attempted withdrawal as well as any amount over the the £100 in my cash balance and left me with, of the total cash balance of over £1,100, a total withdrawal of £100 and 0:00 cash balance. I have tried to resolve this with them even willing to accept a reduced amount but they outright refuse and when I told then I am taking this to yourselves the agent took quite a time to reply, typing then stopping to start typing again 3 or 4 times before finally saying I can go ahead, their decision is final by another different dpt. insinuating that it is a different dpt that has made this decision and thus seeming to absolve themselves of responsibility. I have retained all previous chat logs where I try to resolve this, pointing out that if the win was capped at 100 GBP then upon completion of the wagering requirements the bonus balance, if it were £600, would automatically transfer the max capped amount of £100 into the cash balance and anything over the max would be removed. This did not happen and they simply gave a non relevant reply then closed the chat. It occurred on: 25/03/2020 This meant that I had £401 of my attempted withdrawal removed, as well as the remainder of the cash balance. I won £1,100 & was told that the max withdrawal was £100, the £1000 being confiscated despite all wagers completed and the whole eleven hundred transferred into my available cash balance. How was I affected? I felt physically sick, I am not a rich individual and to lose that amount unjustly literally made me feel physically ill and emotionally distressed. I am not being unreasonable to request 50%, or half, of the total taken. I cannot prove they removed the remainder of my cash balance because I only attempted to withdraw £501, £401 of which I have proof they took, or 'Confiscated' as they word it. So, as I can only prove with evidence (Which they casino do not dispute having taken) £401 in total from the withdrawal attempt, i am at this moment attempting to recoup half of that with a requested amount of £200. I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address. Yours faithfully, A. R. Lewis.