Genting - Dispute with Genting VIP Team
Resolved - A review of the Genting terms and conditions demonstrated that the term in question was not adequately made available to players. As such the player's winnings were returned and Genting are reviewing their promotional terms to prevent this happening in future.
I personally would like to thank Genting casino for their highly professional and receptive handling of this issue. Their conduct has been a credit to both themselves and the gambling industry.
Read our Genting Casino Review.
I have a dispute with Genting Casino VIP Team over a withdrawal for £1,020. The Casino offered me a bonus of £150 for a deposit of £150, this was called their VIP Black Weekly Deposit Bonus. I read through the terms of this promotion and then deposited £150. I played as per the terms and conditions published for this bonus on their website.
When I requested a withdrawal I received an email that I would not be receiving my winnings:
"We are writing to inform you that your recent withdrawal request for £1,020.00 has unfortunately been declined by our security team due to a breach in the promotional terms & conditions, specifically; ''Players cannot bet more than 20% of the bonus amount, or more than £10 in total in a single bet or game round on any of the casino games for the duration of the bonus, otherwise the bonus and all associated winnings may be voided.’’
In relation to the aforementioned bonus terms, we can confirm that the total bonus winnings of £870 have now been removed from your account, leaving the original £150 deposit amount (which was used to trigger the bonus), remaining in your account balance – please note that this can be withdrawn at any time and is not subject to any wagering requirements.
For further information regarding our promotional terms & conditions, please see the following link: hxxps://www.gentingcasino.com/bonus-and-promo/promotional-terms-conditions/
Further to the above, we can also confirm that Casino management have made the decision to unfortunately not offer you any further promotions. Whilst we understand that you may be disappointed by this, we can confirm that this decision has been made in accordance with our End-User Agreement and General Terms and Conditions, specifically; ''4.4 Promotional Offers: All promotional campaigns or competitions will be subject to the terms and conditions of those customer offers as well as these terms and conditions. We reserve the right to withdraw the availability of any offer or all offers to any customer or group of customers at any time and at our sole and absolute discretion.''
Please accept our apologies once again for any disappointment caused, but kindly note that Casino management have confirmed that these decisions are final."
Whilst I agree that I did place bets larger than £10, I did not place bets larger than 20% of the bonus I received. Furthermore the terms and conditions for the bonus stated: "Players cannot bet more than 20% of the bonus amount in a single bet or game round on any of the casino games for the duration of the bonus, otherwise the bonus and all associated winnings may be voided."
Genting responded, admitting that the £10 limit was not included in the terms for this VIP bonus, but the limit was included in their general promotion terms and conditions (GPTC). I agree that the term is included in their GPTC, but the GPTC are not referenced in the VIP bonus terms. There is no link or reference to a £10 bet limit in the terms for the bonus I accepted from the casino.
Genting responded again:
"In relation to the points that you raised, we can confirm that the promotional T&Cs cover all bonuses (including VIP bonuses), as does the ‘’The Genting Alderney Limited End-User Agreement and General Terms and Conditions apply’’ term that was also quoted in the link that you kindly provided.
In addition to the above, our security team have also confirmed that there was unfortunately a further breach of the bonus T&Cs during the gaming session in question, specifically; ‘’No minimal risk wagering is allowed to contribute towards bonus wagering requirements. Players deemed to be using minimal risk wagering tactics to redeem their bonus risk having their bonus and any subsequent winnings removed’’.
Please accept our apologies again for any disappointment caused, and thank you for your feedback."
Although the terms did reference the 'The Genting Alderney Limited End-User Agreement and General Terms and Conditions' they did not reference the General PROMOTIONAL Terms and Conditions (GPTC). Genting have since added a link to the GPTC for the terms of the bonus I accepted. They are also claiming a vague term about minimal risk wagering but I was always betting with my own money as well as the bonus money so I was placing my own money at risk by playing. They have not provided any evidence of my minimal risk wagering, or what they class as minimal risk wagering.
It seems Genting meant to include the £10 bet limit in the VIP terms for this bonus, but forgot to include this term either directly or by referencing the GPTC. A £10 bet limit for VIPs does not seem reasonable, and is so low it could be interpreted as 'minimal risk' placing such small bets. I am a net loser of several thousand there, always betting more than £10 per spin. There is also a second unsubstantiated claim that I have played in a minimal risk style. Unfortuantely the casino has confirmed that their decision is final and therefore I must now ask for your help to recover my winnings that I believe I am owed.
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