TBF to UKGC this is their full reply to my enquiry about how I get access to the protected funds of a recently insolvent Genesis Casino Group.
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Dear Mr Apoplectic*,
Thank you for contacting the Gambling Commission regarding Genesis Global.
I understand from your correspondence that you have seen Genesis Global have gone into insolvency and have concerns regarding funds you have still in your account with them.
Firstly, I am sorry to read that you are having difficulty withdrawing your funds with Genesis. However I must advise that in our role as regulator we are unable to assist you in getting funds back.
Additionally, I must advise that the licence in which Genesis were operating under has been surrendered December 6th 2022. Therefore, I am afraid we have no regulatory control over them anymore.
However, with the above being said when a business decides to leave the GB market, we expect the gambling businesses to have plans in place, to make sure that consumers are not unnecessarily disadvantaged as a result of closure. The Gambling Commission issues a reminder of expectations to licensees leaving the market to ensure this.
I can only advise that you contact the websites directly via the channels they should have advised their customers to contact after they ceased trading to support customers facilitating withdrawals.
I have also provided the last know contact information for Genesis which may also assist you further.
Support -
support@genesiscasino.com
Accounts -
docs@genesiscasino.com
Support Line - +44 800-7555348
Support Line - +356 277 800 65
If you are still unable to obtain your monies then you may wish to consider referring the matter to court. I would suggest that you seek independent legal advice before committing to this course of action. I also recommend that you first fully exhaust any correspondence you may be having with the websites in question first.
As the amount is under £10,000 you can look to go through the small claims court. Further information about this process can be found
.
You can also consider contacting the Citizens Advice Bureau. Some of their advisors may have legal backgrounds or be aware of where you can get free legal advice. Please see
for further information.
Regarding your concern surrounding the business have gone Insolvent. I would advise that as a former licence condition the business must have also adhered to, is making their customers aware in their Terms and Conditions about their “Player Protection Fund” should they go into administration.
There are differing levels of protection, no protection, medium protection, and high protection. Regarding what level of protection Genesis held, you will need to ascertain this information from Genesis directly.
For your further viewing, I have provided you with information below which explains the requirements and protection levels in greater detail.
I can appreciate that you may be disappointed with my response. However, I do trust that you find my email informative in the steps required to pursue your matter further.
Your reference number is 1-666-666-666-FU-OFF*
Yours sincerely
Mr WhoCares Bobbins*
Contact Team Adviser
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*Names and ref no changed to protect the stunned and disappointed me