The player complains about the casino RG tools as the casino allowed him to deposit a large amount of money in a single night. The complaint was rejected as the player's request is unjustified.
Genesis Casino - The player complains about the casino RG tools.
Amount: £10,000
Genesis Casino
Safety Index:Above averageSafety Index
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6.7
Genesis Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
This matter was raised with the casino months ago as it happened in November 2021. All the other casinos are very careful on the amount that can be deposited in 1 night and they take steps in help before is to late. I had problems in the past with games and before I knew it that specific night I deposited £10000 without any problem or anyone asking anything on my account on genesis. I tried to contact them but obviously they closed my account and they said is not on them. Every other aite would stop deposit after a max of 2000
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2 years ago
That’s correct, the amount deposited in 1 single night could be avoided by a max limit like other casino do have
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2 years ago
Hello albertmihaela3,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Genesis Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise how much did you deposit in total to the casino? Did you lose that amount or you currently still have balance on your casino account? Did you contact the casino since to set a deposit limit there?
Please note that it is up to the player to set a deposit limit and even then, it is not mandatory for the casino to have such a tool depending on license.
Looking forward to your answer.
Regards,
Nick
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2 years ago
I don’t really know if the total amount was around 15k in pounds or more but that only night the deposit was 10k in a single night. I’m fully aware that the player sets the limit but usually that amount of deposits in 1night is unusual. My guess is they allowed me to deposit because the winnings were quite high on their site, over 18k and they question the deposits only few days later….
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2 years ago
Hello albertmihaela3,
I can fully understand your point of view but unfortunately we can't pursue a casino for not setting a limit (which is not even mandatory) on your account. Even if it would be mandatory, they could just not notice it in time or no support was available at that time.
I'm really sorry that we can help you with this specific case but I hope we will be able to help you out if you will come across any other trouble again in the future.
Please if you will continue having gambling issues, try to self exclude yourself in any possible casino or at least try to set a deposit limit if it's possible there.
The complaint will be now rejected.
Regards,
Nick
