Casino Masters - Player’s requesting a full deposit refund.

I am self excluded from all Genesis Global Ltd casino due to a sever gambling addiction, which operate Casino Masters. I was able to set up an account and deposit 1105 within 3 hours. I’ve reached out to support but have gotten zero responses for this issue. I would have never been able to withdrawal any winnings due to my permanent self exclusion, but it’s still let me register and deposit. All information used was the same, no user name changes or email. I’m asking for my deposits to be returned as I should have never been able to deposit in the first place.

Dear Susanna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://www.casinomasters.com/en-ca/responsiblegaming:

"SELF-EXCLUSION

If you wish to take a more enforced break from gaming for a pre-determined period due to responsible gambling concerns, you can request to Cool-off by clicking here.

If you feel that you need to take a more extensive period away from the casino as gambling is causing you any problems, you can Self-exclude by clicking here.

Please note that withdrawals will not be processed any faster and you will not be able to reopen your account at any time until your cool-off or self-exclusion period has elapsed and the self-exclusion will apply to Casino Masters only."

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Hi there, thank you I have sent you all emails in correlation to this complaint to the email stated.

Thank you very much, Susanna, for your email. I understand that when you have self-excluded yourself from the Genesis Casino, you were advised to request a self-exclusion on all the other Genesis Global brands by sending an email to Customer Support. You’ve done so the very same day 24th of April 2021. Could you confirm it, please?

Have you deposited any funds into your account after that day? Looking forward to hearing from you.

That is correct and no other funds were deposited into Genesiscasino.com

thank you

Hi there, no the email request to self exclude did not receive a reply and has gone ignored.

Thank you, Susanna, for forwarding the live chat transcript. If I understood correctly, the conversation took place on 31st May 2021 and it confirms your successful self-exclusion across all brands held by Genesis Global Ltd.

However, your first request to do so, from 24th April 2021, has not been confirmed.

Before we will contact the casino, I'd like to ask you to forward your cashier history from Casino Masters (the one I got is from the Genesis Casino). Thank you very much in advance.

Okay thanks, I will attempt to get the information sent to me ASAP, however Casino Master has yet to reply to any inquires I’ve made.

I understand. I will be waiting for an update patiently. However, iIf you don't receive anything by Monday, we will intervene.

Thank you very much, Susanna, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning, thank you. As an update I still have not received any answers, updates or correspondence from Casinomasters since May 26th, 2021.

Hello Susanna.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Susanna.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello Susanna.

Please, could you follow the casino instructions?

Good morning, due to the fact the complaint was lodged over 70 days ago, a complaint has been filed with both Licensing Authorities to have the matter looked into, no further assistance is needed at this time by Casino Guru. Thank you.

Hello Susanna.

Please, could you inform us about the outcome when the licensing authorities decide?

Will do, thank you.

Since Susanna has reached the casino regulator, we are closing this case and when there is any new information, I will update this case accordingly.

Dear Susanna,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at jozef.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,Jozef

Dear Susanna,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.