The player's requesting a refund of his deposit as he was able to register from a restricted country. The complaint was closed as the player stopped responding.
GenzoBet Casino - The player's requesting a refund of his deposit.
Amount: €504
GenzoBet Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.0
GenzoBet Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello, I have registered with the above casino, apparently illegally, since I am from Germany.
This is not visible to the player! No place of residence is asked during the registration process, rather there is only the possibility of selecting a telephone country code, in my case +49, which was automatically suggested in the registration form. After registering, I read the conditions, Germany is NOT listed as an excluded country. So I deposited and played. After I had a win, I tried to reach the customer service, the advertised e-mail addresses unfortunately all lead to Intobet instead of Genzobet. The email address listed for the KYC check also does not work. I gambled away my winnings in the meantime. Before I continue to deposit, I tried all the email addresses listed again to check that my registration is really correct. This time my email arrived and I was told that Germany was excluded. I am requesting a refund of my deposits and requesting that my account be closed. My account has been closed, they don't want to refund my deposits. I consider this to be extremely unfair as no possible win would have been paid out at any point, so I had no chance of winning at all. In addition, the casino suggests that registration from Germany is allowed, although this is not the case. I want other games to experience this too!
Automatic translation:
Public
Public
1 year ago
Hello LouAnn123,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GenzoBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you register into the casino? Do you have any remaining balance on your casino account? Is your account still active? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
I am happy to share all the information:
Registration took place on April 17, 2023.
The support could not be reached via any of the email addresses mentioned, all emails were automatically forwarded to Intobet, a sister casino, the email I wrote to the KYC department was also returned.
There is no remaining credit.
Support has closed my account after I was finally able to reach support yesterday, April 18th, 2023. The last contact was also yesterday. The topic was the following: Before I make any further deposits, I wanted to be verified and confirmed that Germany is an allowed country, just to be on the safe side. It is not listed under the excluded countries, there is no country selection in the registration form, only the country's phone code is available for selection, in my case +49, which was suggested to me automatically. The support informed me that Germany is excluded and closed my account. I therefore asked for a refund of my deposits, as I was never able to withdraw any winnings I might have. The support denied this and informed me in writing that they cannot refund anything and that they would not pay me any possible credit either. So there was never a chance to win, which I consider unfair. Support has also informed me that they will not reply to me any more emails on this subject, so I am contacting Casino Guru.
The casino suggests that registration from Germany is possible and there is a chance of winning, although this is not the case, this is extremely unfair and annoying and everyone should know.
Automatic translation:
Public
Public
1 year ago
Translation
Were you able to get in touch with the casino or do you need proof? I look forward to your update
Automatic translation:
Public
Public
1 year ago
Hello LouAnn123,
Unfortunately in cases where you had zero balance on your casino account, there is not way to refund any balance. It is like you would lose it in any other online casino. If you would still have balance and the casino would refuse to pay you out, we would be able to help you out but currently they are not obligate to refund any balance.
Is there anything else I could assist you with?
