Genting Casino UK - Player's funds have been confiscated.

I recently won over a £120k in the online Genting Casino. My first problem when I tried to withdrawal it says you can only make one withdrawal at a time for a maximum of 5k. Which straight away is against the Gambling Gaming Commission rules. I then came back to see how my first withdrawal was getting on as it was already over the time limit provided. I signed on to my account to find out they had consficated all my funds. Saying their was a breach. I has been sent congratulating messages from their team members , had 2 emails from brand Ambassadors asking for my selfie and what I'm going to do with my winnings . They also said I had to provide more ID although I already been confirmed with my ID. They let me deposit more than their regulated spending amount within a 30 day rolling period. With the stress of all of this I miscarried my baby and it's been a nightmare. They have breach social responsible code amongst so many more breaches. You will see Skill on net who operate them have already been fined by the Gambling Gaming Commission for breaching terms of their license. Skill on Net has become the latest firm to face regulatory action from the UK Gambling Commission (UKGC), finding itself under the spotlight for social responsibility and anti-money laundering failures.

The Commission has charged the company £305,150 as part of a regulatory settlement, having determined that the firm had ‘breached several terms’ of the Licence Conditions and Codes of Practice (LCCP) between January 2021 and December 2022.

An igaming operator, Skill on Net operates 50 websites, of which 15 are via white label arrangements. This includes gentingcasino.com, playtoro.com and slotstars.com.

Specifically, the company failed in three key areas – preventing gambling from being a source of or associated with crime and disorder, ensuring gambling is conducted fairly and openly and protecting children and vulnerable people from harm.I now have solicitors involved. Please don't use this site or any sites operated by Skill on Net as you can see on the Gambling Gaming Commission website what they were charged for already. They don't meet all Regulations or they wouldn't have been fined. I requested a SAR that's still not been sent to myself. They have incriminated their self in so many emails. I have taken screenshots of everything. The GAMBLING Gaming Commission, have assigned me a senior manager. Told me to keep on at this whilst they carry out their investigation. With the evidence I provided she said I have to exhaust all options till I get my money back . So now I have one of the best solicitors you can get. This has been the worst time ever.

Dear Kirsty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before the casino confiscated your winnings?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello I was playing on Big Bass Splash and wish upon a jackpot where I managed to get my balance over 120k.

I had passed verification when I opened my account. I had been a member since 2022. Not only did they let me deposit. They allowed me to go over the assigned 30 day rolling period due to safer Gambling this was also breached. I then tried to download my transaction depost history. And apparently its not working. I sent them over my bank statements showing deposit transactions. Then they ignored that they did not follow social responsible code. Not once was balance and a bonus balance placed in separate balances . I will screenshot to show you. So you have a real balance, a bonus balance and a pending bonus balance. Where you can see all funds in real balance.

Kind regards

Kirsty

Thank you very much for your reply, Kirsty. Did the casino specify which rule was breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina , so they have now failed there 30 day legal limit complying with a SAR. They sent over limited information. They did not send any withdrawl requests,no live chat, no emails, no single ID gaming IDs, they didn't send IFO and didn't send how they obtained my cookie's or who they shared them with. I had to make a formal complaint to ICO. I sent them what they sent me over and they confirmed they failed GDPR. Also eCOGRA their regulated ADR have put falsified correspondence from the Genting in their report findings. Both contradict each other. One id of the pop is different to the other. Gentings pop up shows BOOK OF Dead where i apparently there at that moment breached but eCOGRA states its Big Bass Splash. The Genting had failed safer Gambling aswell as social responsible codes. They sent me out more promotions and marketing after I dressed my concerns. There was also an apparent restriction on my account but this also failed safer Gambling . I will send screenshots also. They failed to pay 6 other withdrawls that total over 52k . So my solicitors are now going to seek this also .

Dear Kirsty,

We are writing in response to the formal complaints you have raised regarding your accounts across the Skill On Net license.

As you are aware, you have logged a dispute with eCogra, our ADR, regarding:

1.      The removal of your winnings due to breaching our bonus policy.

2.      Your claim that we improperly display bonus and real funds within the client.

3.      Your claim that we restrict withdrawals and not deposits.

Please note that our response has been submitted to eCogra and on the above matters we cannot advise any further – the ADR will make a binding decision on this dispute.

Below we will address your claims that fall outside of the above dispute raised with eCogra.

We acknowledge your complaint, which was raised across multiple channels – including our internal support emails, Resolver, Blueprint Gaming, and various other internal email addresses. Please consider this communication as our collective and final response to all communications regarding this matter.

Your claim that you were able to deposit more that than your 30-day rolling Safety Spend Limit:

Our records, and your interactions with our Safer Gambling Team, confirm that you did not establish any personal deposit limits on any of your accounts. We implemented Safety Spend Limits on your behalf of the amount of £1,628, as required by our regulatory responsibilities regarding affordable gambling which you agreed was appropriate during our interactions. This £1,628 limit, as explained to you, is calculated based on your total deposits minus withdrawals across all Skill On Net Ltd accounts within the last 30 days. Our system confirms that you remained within these Safety Spend Limits at all times.

That we have been sending you promotional material despite being restricted:

Our systems confirm that you should not have received marketing materials after your account was restricted on 21/2/2025. If you have received marketing materials as you claim, we kindly ask that you forward these to us with the relevant date showing so that we can investigate further.

As you have let us know you intend to take these matters further, we await communication from the appropriate representatives and/or regulatory organisations. We are fully prepared to defend our position.

Thank you for your understanding.

I will attach what they sent me. You can see they have edited it again 😂🙈.

As you can see from my emails . They stated they will DENY these matters. Also I have sent the dates after the 21st of Feb ,Regarding marketing and bonuses, after opting out they try and they still send this .

They still have also not sent my full SAR request. I have no personal gaming IDs, no live chat, no emails, no withdrawal requests, no IFO and no information on how they obtained my cookie's or who they shared them with.

They know i made a formal complaint with the ICO and the Gambling Gaming Commission

. Please note this is what they got fined by in 2023 by the GamblingGamingCommission for over 300k. It's on the GGCuk website.

Kind regards

Kirsty

As you can see from a screenshot from my Gmail email address.

On the 17th March you will see correspondence between myself and staff from ICO.

On the 20th March you will see correspondence from the Gambling Commission where they state my reference. As you will be aware I'm not allowed to disclose information within the email . As they have a current investigation with Genting Casino and now eCOGRA.

You will also leah Who is from Ellisjones solicitors. As we were advised by the ICO to wait till the 20th to see if the Genting would send over a full sufficient SAR. As they have a binding 30 day legal timescale. This I can now confirm was not met and they failed GDPR. Also from the screenshots above you can see with the date time stamps they breached safer gambling by still sending marketing and bonus promotions. You will also see the email they sent me to the one they sent here was edited. Where you can see Employee stating they will DENY matters. They have now tampered with evidence, withheld my personal data, breached GDPR, failed safer Gambling and Social responsible codes. I will now send live chats where you can see i need help to withdrawal. Where no customer interaction happens and BOT send a repeated message not helping or resolving my withdrawal. This happens over 6 times. I will also send over live chat from Ice36.co.uk where they have done the same but this live chat you see where they have e deleted information as it states DELETED.

Mean while I'm still suffering the loss of my baby. How they have treated me is not only unlawful, unethical but most of all they have showed not compassion . They will be held accountable for all matters raised a above.

Kind regards

Kirsty

Hello everyone,

Thank you both for your replies.

Dear Kirsty,

I am (temporarily) forced to close this complaint as unresolved since you've contacted the ADR and you are now waiting for their final decision.

Please, once you have it, let us know about the results and the decision. We will then be able to reconsider the complaint on our side.

Feel free to proceed by reopening this complaint or by sending information/documents of the final ADR's decision to my email address (kristina.s@casino.guru). In case we are not provided with the final decision by any party involved in a reasonable time, the complaint will be reopened by casino.guru in 3 months.

I sincerely believe your issue will be thoroughly investigated and assessed.

Thank you very much for your patience and understanding.

Best regards,

Kristina

Dear Kirsty,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances 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.

Hello, So eCOGRA finished their investigation. They ruled in favour of the casino . That was also a nightmare they used different information. They also stated which I have enclosed below. If I decide to take legal action , going to court, the proposed resolution of the dispute might be different as they will apply Legal RULES!!!

I now have a solicitor who is engaging with them . I wasn't well and was in hospital. But now I'm feeling better they will get the ball rolling. Please go onto trust pilot you will see the reviews. I now know I'm not the only who has wrongly been treated. They have stole lots and I mean lots of people's monies. May I add they have already breached their contract. Please go on the Gambling Gaming commission. You will see in 2023 a judge legally stated they had breached numerous laws and they were fined over 300k . I hope this will give people the chance and opportunity to take them through court where LEGAl RULES applies. I can also confirm that the Gambling Gaming Commission have escalated my case further . I hope this helps Kristina. I now let my solicitor make the necessary contact with them. He is now charging 8% interest daily from the date of my winnings 19/02/2025. I look forward to taking them to court.

Many thanks

Kirsty

Dear Kirsty,

Thank you for your update. As the official Alternative Dispute Resolution Service (ADR) eCOGRA for Genting Casino has ruled in favor of the operator (Genting Casino), I regrettably have no other choice but to close your complaint as rejected.

I appreciate your understanding and cooperation during this process, and I am sorry that I could not deliver a more favorable resolution in this instance. Should you encounter any further issues with this or any other casino in the future, please feel free to contact our Complaint Resolution Centre. We will try our best to help.

Best Regards,

Kristina

Casino Guru