Generation VIP Casino - Player’s winnings were voided.

Hi.I deposited £50 and got a £50 bonus. I won £2500,tried to withdraw,had to wager £1700 to withdraw. I did this and ended up taking out £1550. Everything was running smoothly,until I got a email saying I’d breached terms and conditions! Because I’d placed a couple of bets over £4.. this was made with my OWN winnings and not the bonus money, the bonus money was never used. I have had nothing but great experiences with aspire global casinos but to be told this I am absolutely devastated!

Dear h58k76vjyp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I reviewed the casino’s terms and conditions and found this:

"We may remove a bonus and any associated winnings generated by the bonus, if we have we have reasonable grounds to believe that you have engaged and/or are engaging in any of the following practices with respect to a bonus:

(ii) if you place a single bet equal to or greater than £4 or £0.50 per line or 15 percent of the bonus amount before the wagering requirements for the bonus have been met"

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like the rule was used against you in an unjustified way, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas. I replied and sent an email to you but never received anything back?

Dear h58k76vjyp,

I can see it now. I apologize, for not replying. I had my reply ready but didn't send it.

Would you be able to request the game log from support? Also, please send any communication between you and the casino regarding the issue to tomas@casino.guru

Could you please indicate to your knowledge, which games have you been playing, when did you claim the bonus and which bonus did you claim exactly?

Much appreciated!

Hi Tomas! I’ve looked on my gaming logs and can’t see that far back would I have to request the logs from support? I didn’t claim any bonus it was automatically put on my account. Thankyou

Dear h58k76vjyp

Casino support should be able to provide you with the game log, on request. If you are not successful with your request, forward me the communication between you and the casino and we'll investigate further.

I'll look forward to your reply.

Hi. I have requested this. Just waiting for a a reply. Thanks

Thank you very much, h58k76vjyp, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, h58k76vjyp,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Generation VIP Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Generation VIP Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why were her winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thankyou for all your help in this! Appreciate it!

We would like to ask the Casino to reply to this complaint. 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’ which may negatively affect its rating.

Hello. All has been investigated and they’ve agreed to credit half of the money ( £780 ) As the balance was made of 50% bonus and 50% of my own funds. Just waiting for this to be credited now! Will update you as soon as I receive the funds 😊

Dear h58k76vjyp,

Thank you for the update.

Were you provided with any further explanation or details? Could you please explain the situation in more detail? Do you agree with such a solution? What is the current status of your disputed funds?

Please let us know when you receive your winnings and if the complaint can be closed.

Dear h58k76vjyp,

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

Hi. In reply to your previous message. They were found to be in breach of their own t and cs. Still haven’t been paid though,even though it was released last Friday,was told 3-5 working days which had now passed, they no longer reply to emails of calls either.

Still no funds received🙁

Hi! Received my funds today! Thankyou for your help in this matter!!

Great news!

Thank you, Amy, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru