Genesis Global Limited Casino - UK license suspended

[pinnit2015]

That's mental!

I hope they can answer the UKGC's questions with a little more ability.

You see this with casinos in general - they trot out, as @Fiekie247 will attest to with Videoslots even, general 'business decision' when people ask questions like 'why close my account?' - seen it happen with regards to terms breaches, but tbh, not that much.

Makes me think that they just plucked the 'breach' out of the air. 

Or they don't understand English. 

[pinnit2015]

What's the most likely causes for a breach of a bonus:

 - Max bet, or

 - Playing on non allowed bonus game. 

If it's one of those just say. But if it was, they wouldn't be giving you a 100, it'd be zero. 

[RedPhantom1982]

1 minute ago, pinnit2015 said:

What's the most likely causes for a breach of a bonus:

 - Max bet, or

 - Playing on non allowed bonus game. 

If it's one of those just say. But if it was, they wouldn't be giving you a 100, it'd be zero. 

Well try asking them that same question as you see i have tried and the reply not only ignored the question but the answer given made absolutely no sense whatsoever in regard to the actual posed question. 

They basically take 90% of the win you spend ages wagering to get transfered to a cash balance and when thwy take that 90% don't you dare have the audacity to ask why! 

Genesis: "You breached out terms and conditions!" 

Player: "pardon? I have not! Which term or condition ate you alleging I violated?" 

Genesis: "Silence! You breached our ermmm, the condition that says... the terms u violated are... You broke Section B of rule 4 that hereby states:

.... A player accepts that Genesis reserve the right to engage in theft of real monies balances citing the" We make this shti up as we go" rule. 

[RedPhantom1982]

in all seriousness I try to make light of this to cover for the reality that it's depressing and horrible to be treated like this to a company/brand you have been very loyal to. Feels like banging my head again a brick wall and quite literally ended up today with a migraine cause your treated like s#*@ by this company. 

[RedPhantom1982]

I'm just not going to contact tnem again tried 4 times today alone. I shall take a trip to Blackwood civil and small claims court to Pick up a claim pack to fill in against this brand. I know they probably hear this daily and never happens but I'm not going to tell them, they will know about the case against them when they get notified they are named as defendants in a civil case my myself the plaintiff. 

I am deadly serious to the point of tomorrow, I will upload a copy of civil action and my statement I shall write them submit to the civil court in Blackwood. I detest the big company with limitless resources vs little man on street mentality. 

To quote Jack Nicholson: "You f'@&# with the wrong marine!"

I will even do all I can to make a local journalist is on hand to write up local man sues rouge casino operator for obtaining money by deception, theft and damages for time spentnput of my life to get back what is rightfully mine.

I'm civil court I don't have to prove beyond a reasonable doubt my case is deserving of a judgement in my favour, the Courts will rule baded on the preponderance of evidence or, who they belive is the more likely to be truthful and has a case. 

I am highly confident Genesis have underestimated the legal resource I have at my disposal and as said, they will do when the time is right. 

I am not a illogical person, if I didnt know already I have a case to bring, I would not bring it before a court. 

[RedPhantom1982]

anyhow, till tomorrow..... 

Evening all, and see u you tomorrow with a new upload or two. 

 

[pinnit2015]

I've had conversations with their chat via Spinit and Casino Cruise - it is painful, it's like they don't read anything.

The whole issue with getting money from casinos is, predominately, an online thing. Think back to, for those who used to and still do, either going Land Based or in a normal high street bookie - you NEVER had this (well i certainly never) - Add the internet and faceless companies, both home and away (but mainly away) and well.....

[RedPhantom1982]

2 minutes ago, pinnit2015 said:

I've had conversations with their chat via Spinit and Casino Cruise - it is painful, it's like they don't read anything.

The whole issue with getting money from casinos is, predominately, an online thing. Think back to, for those who used to and still do, either going Land Based or in a normal high street bookie - you NEVER had this (well i certainly never) - Add the internet and faceless companies, both home and away (but mainly away) and well.....

I've though the same thing Myself. Its not so easy to dismiss a person standing in front of you in your bookies refusing to leave until they take you seriously or you may cause a commotion and that isn't good for business. 

Enter the online gaming platforms and while many do have on street shops like william hill, coral and ladbrokes etc, the vast majority do not have physical on street shops, theirs is a virtual existence whicn makes it easy to dismiss with a click of 'End Chat'  or 'Lock User acct' 

Its funny you should mention this cause earlier today when, for the third time I was typing and got 'Agent had ended the chat' I stared at the screen thinking 'Mate, believe me, your really lucky your not stood in front of me!' 

[pinnit2015]

Funny how it doesn't apply to all online operators

Amazon? They're the opposite - you complain about what was received, as i have, I've had a refund and told to keep the item, I've had a years worth of Prime for free.

Casinos's are a different story - maybe cos of the amounts involved, maybe cos they know folk, especially for those based overseas, have no recourse - i don't know. I've seen a few Ecogra decisions that baffle the mind - if i was wearing a tin foil hat I'd say they were in a casino's pocket for some of the ones my pals showed me. 

Only really had one issue with a casino Leo Vegas who lied all through my dealings with them. I do mean they lied, when a Self Exclusion was placed. I laid out 5 things that showed how i never, asked them to counter it. They never did. In fact when i used a complaints service (not here before Valdes shoots me), they were just as bad. Suddenly it went from a SE to 'You know they can terminate you at any time as a customer' - why, thank you, i know that but that's not what they said - even now, whilst no cash was at stake, it irks me such was the incompetence on all sides. 

[RedPhantom1982]

Sorry, hold on a moment Pinnit. I'll read the comment in a few minutes.

I was drinking coffee and came across this statement on Genesis Global official website (see below) and almost choked to death before I fell off my chair! 

Oh and ps: IBAS have replied so I shall let them take it form here for time being. I've let them know I've told Genesis they will be my next protocall some 24 hrs or so ago, and that genesis told me to go ahead, submit the complaint because their ruling and decision is final

I also requested to speak to a supervisor, none available. 

Edited September 20, 2020 by RedPhantom1982
typos

[RedPhantom1982]

just quick update on my letter sent to the Gambling Comission today to ask them...hang on, copy & is paste later this eve sometike. 

What a brilliantinvention for the lazys alike me

 

Abnyhow, I really don't think Genesis Global knew to take me serious.

To the theives at Genesis!

tKnow this if nothing else.... This, my global friend, is just the start!

Y¡ou deserve to be labeled, tarnished and your reputation all showing thr public who you truly are and what you really do! 

I don't and won't publish the lrgfry here Mr Global nbamd of theives, I Had a nasty surprise when you robbed my balance & withdrawal.

I do hope you & your Global Theft colleagues like surprises, you! 

[pinnit2015]

You've kicked it up to IBAS so that, for the time being, is pretty much all you can do. 

Might want to curb some of the 'thief' talk whilst it's on-going - just incase it reflects negatively on your case (should they read etc - though probably not)

[RedPhantom1982]

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. 

 

 

[RedPhantom1982]

You will excuse the Typos & grammatical errors I trust.

 

I am writing all this on a phone with tiny keyppad.

 

I do apologise .

[RedPhantom1982]

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

[Fiekie247]

On 9/20/2020 at 8:01 PM, pinnit2015 said:

That's mental!

I hope they can answer the UKGC's questions with a little more ability.

You see this with casinos in general - they trot out, as @Fiekie247 will attest to with Video Slots even, general 'business decision' when people ask questions like 'why close my account?' - seen it happen with regards to terms breaches, but tbh, not that much.

Makes me think that they just plucked the 'breach' out of the air. 

Or they don't understand English. 

Yeah I tried many avenues to get an official answer as to why and why only certain players etc.
They just said its a business decision and final. Many players were unhappy about this, but at the end of they day, I am glad it happened, they went down the drain anyways.

[RedPhantom1982]

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.... 

 

 

 

[RedPhantom1982]

7 hours ago, Fiekie247 said:

Yeah I tried many avenues to get an official answer as to why and why only certain players etc.
They just said its a business decision and final. Many players were unhappy about this, but at the end of they day, I am glad it happened, they went down the drain anyways.

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! 

[RedPhantom1982]

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. 

[RedPhantom1982]

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. 

[pinnit2015]

Very poor and contradictory. TBH i wouldn't go contacting them again - after all, you've lodged it with IBAS, no? Once it's with the 3rd party they are typically dealt with in that setting. 

You can only wait to see what IBAS says. 

Even the UKGC will say it's a payment issue and bat it off (they wont even deal with breaches of things like self exclusion and that's under their purview)

[RedPhantom1982]

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. 

 

 

[ValDes]

Hi @RedPhantom1982, 

I was intentionally refraining from taking part in this discussion up to this moment. Simply because I believe in the concept of not-guilty until proven the opposite. 

Unfortunately, your latest posts are crossing the line of objectiveness and good manners and passing into the field of insults based on still unproven accusations, clearly demonstrating a tone of voice which has never been and never will be tolerated in this forum. 

Now, when your case is already with the relevant ADR entity, strongly encourage you to refrain from further posting using the aforementioned tone of voice and focus on cooperating in the best possible manner with IBAS. Feel free to update accordingly our community once the ADR comes out with official decision on your dispute. Thanks. 

[Blackjax]

I just saw your entire case brother and it looks like you are wrong. When you get free spins they have a certain cap limit. 

For example if you win 10€ in free spins and finish the wager and the max cashout is 50€ no matter where you end up max cashout will be 50. In most casinos its 50€. And these funds are settled at the time of withdrawal. The only reason why you ended up at 1000£ was because on Sloty casino there is no internal system which deducts balance automatically it is done manually. When you must have finished wager your balance must have been below 100 if your balance must have been above 100 it would have automatically been reset to 100. But after you finish wager this system does not work. 

 You are just punching air in this case.

[pinnit2015]

I think he's saying it wasn't FS but a deposit match he got, which isn't capped.

In terms of the funds appearing in cash balance and then disappearing - that really isn't a sound basis for backing up anything tbh: as i said above, few occasions i've had this and then it disappears after one/two spins: not great, especially if it stays in the cash balance for a longish period of time but wouldn't pin a complaint success to that mast. 

As you said, sometimes the excess isn't removed until withdrawal anyway - note to readers; if the balance doesn't auto adjust take a chance withdrawing 500 quid even if 100 cap as sometimes it goes through (in fact, won't name them here, but i know one casino that say it's capped, but it isn't