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Bear Group - Owners of Spin Genie etc

Discussion in 'Casino Complaints - Non-Bonus Issues' started by EkJR, Sep 26, 2018.

    Sep 26, 2018
  1. EkJR

    EkJR Experienced Member

    This company allow players to open accounts despite being excluded from their network. They then take your deposits and close your account after a couple of days. They refuse to return said deposits no matter if you have won or not. A disgrace of a casino and they have zero controls in place to prevent this happening.
  2. Sep 26, 2018
  3. JGslots

    JGslots Meister Member PABinit webmeister

    Wirral, UK
    They should be refunding deposits. But why are you depositing/opening accounts at casinos you know you’re self excluded from? You would never be paid if you won or lost?

  4. Sep 26, 2018
  5. EkJR

    EkJR Experienced Member

    Never knew they were part of that group because it is not indicated on sign up.
  6. Sep 26, 2018
  7. slotter999

    slotter999 Senior Member

    If what you say is true and there are no mitigating circumstances then you should have one last shot at clearly articulating to them exactly what happened and exactly what outcome you expect i.e. full refund of deposits. If they refuse I would take the matter up with the UKGC. The regulator takes a dim view of casino groups taking funds from self excluded gamblers. But give it one last attempt with the casino first - it could be some CS person has simply got it wrong.
  8. Sep 26, 2018
  9. Nicola

    Nicola Meister Member MM mm1 webmeister

    Casino Affiliate
    Marble Arch, London
    If you believe they are breaking the rules of their licence you can report in via the UKGC: You must register/login in order to see the link.

    Have you already signed up to GAMSTOP or just a network exclusion from Bear Group?
  10. Sep 26, 2018
  11. EkJR

    EkJR Experienced Member

    Both now. Had an exclusion from Bear Group from last year though. I am speaking closely to the UKGC about another operators issue so that's not a problem.
  12. Sep 27, 2018
  13. goatwack

    goatwack Comin' atcha like Eric Crumble CAG

    Experiences differ but I've found them to be a decent group overall from my limited interactions.

    Closed my accounts across the group. Emails were initially well dealt with from one brand but ignored by another, probably due to the linked CS they have to hand.

    After a phone call I managed to shut the lot down from one site, which was pretty handy. How this translates to SE I'm not sure but I guess having the telephonic communication means available is sometimes still the most effective method in getting things done.

    But as an overall group I'd cite them far from shabby. One of the better outfits I've encountered in my slotting adventures :cool:
  14. Sep 27, 2018
  15. EkJR

    EkJR Experienced Member

    I am not faulting them as a casino, they weren't too bad. I am faulting them for being unable to apply SE properly and taking money from people and not returning it in that case. Clearly some issues internally. I might phone them.
    goatwack likes this.

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