Trouble with self exclusion from sister site

Wonna114

Newbie member
Joined
Mar 27, 2019
Location
Coventry
Hi everyone I’m new to the site and looking for a little advice if anyone can help.

I recently joined a casino and deposited a total of £4300 I eventually ended up with a balance of £4150 in my account so decided to withdraw it and send in all of my docs and then I asked for a 24hr cool off period just to take a step back. After only 2hrs I received a email to say that my account had been verified. After a couple of days I tried logging back in but it said that my account was blocked I contacted live chat and they told me that my account was block until 2024 which I told them that I haven’t self excluded I only used a 24hr cool of period. The person on chat told me they would look into it and get back to me. I waited for 2 days and never had a reply so decided to get back in contact and then was told that I self excluded from one of there sister sites in August 2018 which I had no idea they was connected. After speaking with one of the Vip they told me that I had signed up with the previous casino using the name joe which is my name but when signing up to the new casino I used the name Joseph which is my name on my ids. I used the same address date of birth Bank cards and phone number to sign up with them so surely they should of realised. It’s been 3 days now since I last was in contact and have heard nothing at all back. I’m starting to get stressed that I’m not going to receive my money back.

If anyone could give me some advice it would be much appreciated.

All the best joe
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
Hi everyone I’m new to the site and looking for a little advice if anyone can help.

I recently joined a casino and deposited a total of £4300 I eventually ended up with a balance of £4150 in my account so decided to withdraw it and send in all of my docs and then I asked for a 24hr cool off period just to take a step back. After only 2hrs I received a email to say that my account had been verified. After a couple of days I tried logging back in but it said that my account was blocked I contacted live chat and they told me that my account was block until 2024 which I told them that I haven’t self excluded I only used a 24hr cool of period. The person on chat told me they would look into it and get back to me. I waited for 2 days and never had a reply so decided to get back in contact and then was told that I self excluded from one of there sister sites in August 2018 which I had no idea they was connected. After speaking with one of the Vip they told me that I had signed up with the previous casino using the name joe which is my name but when signing up to the new casino I used the name Joseph which is my name on my ids. I used the same address date of birth Bank cards and phone number to sign up with them so surely they should of realised. It’s been 3 days now since I last was in contact and have heard nothing at all back. I’m starting to get stressed that I’m not going to receive my money back.

If anyone could give me some advice it would be much appreciated.

All the best joe
What’s the casino and the brand?.
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
Spinit is the one what I’m having the issue with and the casino I self excluded from was Genesis casino
I’ve had a look for a rep for you but don’t seem to be able to locate one, maybe another member hear may point you in the right direction. Casino cruise whom is also a sister site used to have a rep but seems to have vanished.
I’m afraid at best you may get your deposits back, your winnings I very much doubt however.
Unless they offer a gesture of goodwill which is doubtful.
 

Playford7

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Location
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Playford7

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Casino12345

Full Member
Joined
Aug 28, 2016
Location
Netherlands
What was the issue?.
My account at CasinoCruise was closed due to gambling issues. Still could play at Genesis, which is not allowed.

They kept claiming that my account at CS was open, which I had proof it wasnt.

Lost my deposits, which is my own fault ofcourse, but if you claim to be caring about responsible gaming then you should care about it.
 

Wonna114

Newbie member
Joined
Mar 27, 2019
Location
Coventry
Thanks for the reply guys The thing is guys in total over a 5 hr period I deposited £4300 and walked with £4150 In my account all I want is the Balance which is remaining. Surly they are not entitled just to confiscate the funds which are remaining?
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Thanks for the reply guys The thing is guys in total over a 5 hr period I deposited £4300 and walked with £4150 In my account all I want is the Balance which is remaining. Surly they are not entitled just to confiscate the funds which are remaining?
If they say you were excluded on their sister site then they have to return deposits. Just shows again how laughable some operators exclusion systems are.
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
If they say you were excluded on their sister site then they have to return deposits. Just shows again how laughable some operators exclusion systems are.
That said a lot of players (not saying here) attempt a free ride and chance it.
See these threads all of the time, surerly the player has some responsibility. Can’t all just be i deposited, I won then found out I was self excluded...
I’ve been a member of dozens of casinos and closed dozens of accounts down, this has never happened to me.
Best anyone should hope for in this situation is the deposits back at best.
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
Thanks for the reply guys The thing is guys in total over a 5 hr period I deposited £4300 and walked with £4150 In my account all I want is the Balance which is remaining. Surly they are not entitled just to confiscate the funds which are remaining?
They can and will. You will be lucky to get the basic deposits back mate.
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
That said a lot of players (not saying here) attempt a free ride and chance it.
See these threads all of the time, surerly the player has some responsibility. Can’t all just be i deposited, I won then found out I was self excluded...
I’ve been a member of dozens of casinos and closed dozens of accounts down, this has never happened to me.
Best anyone should hope for in this situation is the deposits back at best.
I understand what your saying here but there are greater responsibilities on a casino, which is a licencesed business. Casinos must have a fairly robust exclusion system as part of their licence requirements and must take, and I quote, "reasonable steps" to prevent excluded players or underage players gambling. These casinos are on the same licence so I think, at a minimum, it's reasonable to expect the casino to prevent even a sign up. Failing that, it should be found at age verification or KYC. These firms are supposed to keep a record on their database of excluded players and all their details. If there is a whiff that a player has previously excluded then the account should be at the very least frozen and confirmation/ID confirmed. If this guy doesn't get his deposits back then he needs to go to the UKGC and advise of this. This practice gives good operators a bad name.
 

EkJR

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MM
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Location
Glasgow
They can and will. You will be lucky to get the basic deposits back mate.
Genesis Global will get their comeuppance soon enough....

If the guy doesn't get his money back it is an utter disgrace. T&Cs do not mean anything in this kind of case, it's a licence issue.
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
Genesis Global will get their comeuppance soon enough....

If the guy doesn't get his money back it is an utter disgrace. T&Cs do not mean anything in this kind of case, it's a licence issue.
Totally agree, only seem to see these issues arrive at these kind of casinos, clip joints and nothing more, shameful they are aloud to conduct so called business in this manner.
Didn’t mean to come across harsh to any player, it’s just this is almost a daily occurrence is all. Agree with all you say
 

Wonna114

Newbie member
Joined
Mar 27, 2019
Location
Coventry
The thing is I’m not asking for all of my deposits back as it stands I’m only £150 pounds down as there is £4150 in pending withdrawals in the account so it’s not like I’ve deposited and lost it all.
 

Playford7

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Joined
Jul 10, 2016
Location
North east England
The thing is I’m not asking for all of my deposits back as it stands I’m only £150 pounds down as there is £4150 in pending withdrawals in the account so it’s not like I’ve deposited and lost it all.
You genuinely won’t get any winnings, have you tried to contact the rep as yet and explain your situation mate?. That’s the first port of call.
If your self excluded your looking at deposits back if your lucky, agree the whole thing is wrong and a farce, but at the moment it is what it is.
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Totally agree, only seem to see these issues arrive at these kind of casinos, clip joints and nothing more, shameful they are aloud to conduct so called business in this manner.
Didn’t mean to come across harsh to any player, it’s just this is almost a daily occurrence is all. Agree with all you say
Yeah and that is always going to happen with Gamstop in play. I'm hopeful in May these shit operators are weeded out with the new rules. They have absolutely no excuse for not fit for purpose exclusion systems now but will have nowhere to go come May. These cases ALL need to be reported to the UKGC. The more are reported, no matter the outcome, the more they have cases to take to the operators. If it's one complaint they are not going to look, if it's 100 they will actually do something, it's the way they work.
 

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