Genting - Dispute with Genting VIP Team

Ruling

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.

Player's Complaint

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deposit amount (which was used to trigger the bonus), remaining in your account balance – please note that this can be withdrawn at any time and is not subject to any wagering requirements.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.

Read the casino review

9 Responses

ThePOGG

October 7, 2014

Hi bigwin666 - welcome to ThePOGG.com!

Before I can do anything to assist you I need you to provide me with your username and the email address you use at Genting casino.

Thanks,

ThePOGG

bigwin666

October 7, 2014

[EDIT] [EDIT]

ThePOGG

October 7, 2014

Hi bigwin666,

Gentings want you to provide me with the name and email address of the person who emailed you.

Thanks,

ThePOGG

bigwin666

October 7, 2014

In the meantime the emails were signed by [EDIT], Support Manager. The ID number for the correspondence was [EDIT].

ThePOGG

October 7, 2014

Could you provide the email address you were corresponding with?

Thanks,

ThePOGG

bigwin666

October 7, 2014

support[@]gentingcasino.com

ThePOGG

October 10, 2014

Hi bigwin666,

I'm happy to say that Genting casino have decided to return your funds, so you should be free to withdraw.

I thought long and hard about this issue before approaching Genting, in general I'd say that general promotional terms and conditions are applicable to all promotions. In this case what made the difference is that these terms weren't directly attributed within the specific promotion's terms and conditions AND that a very similar term was included within the promotion's terms and conditions. This was always going to create confusion at some point down the line.

I'm really happy to see both the funds returned and Genting reviewing their promotional policies to ensure that their terms are always clear.

I'm going to hold this complaint open until you confirm receipt of your funds so I'd appreciate it if you could let me know when you receive them.

Thanks,

ThePOGG

bigwin666

October 12, 2014

I have received my funds. I will not be playing at Genting again if they can't afford a bet of more than £10. Can you recommend a casino that is good for VIPs?

ThePOGG

October 13, 2014

Hi bigwinn666,

I'm glad to hear you've received your funds - that's great news.

Regarding other casino - I'm more than happy to provide advice on good casinos to play with, but I'd be hard pushed to find a reputable casino today that does not carry a similar term.

The problem here isn't betting more than £10, it's betting more than £10 when you've taken a bonus. I don't want to go into the mathematics of it here, but when you're playing with a bonus, betting a significant proportion of your balance at any one time can give you the edge over the house.It's a little more complex than that, but the bottom line is casinos cannot afford to let players do this.

To take a quick look through our top rated casinos;

Casino Luck have a maximum bet restriction of 8.5 credits.

BETAT have a maximum bet restriction of 6.5 credits. In this instance if you exceed this amount you won't lose your funds but you will have to complete an extra 50xwinnings wagering requirement.

InterCasino have a maximum bet restriction of 30% of the bonus you receive.

JetBull have a maximum bet restriction of 10% of the bonus you receive.

Redbet have a maximum bet restriction of €5.

Video Slots have a maximum bet restriction of 50% of your deposit/20 credits per round or 1 credit per payline.

32 Red have a maximum bet restriction of 6.25 credits per round.

The above casinos represent some of the most reputable and honest casinos online. They all carry some form of max bet restriction when a player is using a bonus, so I'm sure you'll see here that Genting are far from alone in implementing these types of rules.

While I may be able to find some casinos that do not, it's highly likely that these casinos would represent a high risk of unfair treatment. As such I wouldn't recommend playing with them.

If you're really interested in looking for casinos without this restriction you can go to this page - http://thepogg.com/casino-review/ - it will show you a list of casinos that accept players from your country. Any casino that has a red or black cross beside I won't work with due to their unfair treatment of player. If you look inside the individual reviews, in the bonus section, underneath the heading 'Adjustments' you'll find an entry if the casino carries a maximum bet restriction.

All the best,

ThePOGG