Treasure Mile, Mandarin Palace, Lucky Creek, Grand Eagle, Wizbet Casino Support and Complaints Thread

If you were banned from the casinos for having multiple accounts is there anything that can be done to be allowed back to play at your casinos?

I need help.

I received $75 for my birthday from Treasure Mile.  The terms and conditions in my email state $250 max withdrawal for Silver Members.  I am a Silver member.  They only sent me $100 and support is saying $100 max cashout for a free chip.


Happy Birthday Gabby ! 
 

Come on over to The Genesys Club where you’re treated like royalty every single day.

During this special week, we are rewarding you with a $75 Free for you, and only you.

Bonus Code: SILVERB                                                                                                                                            Valid for 5 DAYS (see email delivery date)
Please take note of Terms and Conditions below

Our casinos are waiting to celebrate with you… Have a super Silver birthday filled with fun, excitement and the chance to win and WIN BIG!

Get playing now and gather those loyalty points at The Genesys Club  – for an online gaming experience that keeps growing with you.

 



With thanks,
The Genesys Club
www.genesysclub.com

 

Terms and Conditions apply. E&OE. Please note: to qualify for your Anniversary, Tier Welcome Bonus or Birthday no deposit bonuses, a player needs to have deposited an amount (or amounts) equivalent to the value of that bonus in the last 3 months before that bonus is due to them. That is, $25 in deposits in the 3 months before your Anniversary and $75 in deposits in the 3 months before your Birthday on the Silver tier, $100 in deposits in the 3 months before your Anniversary and $150 in deposits in the 3 months before your Birthday on the Gold, and so on for Platinum. Maximum Withdrawal: All no deposit bonuses rewarded from The Genesys Club loyalty program carry a maximum cash out of $250 for Silver, $500 for Gold, and $1000 for Platinum tiers respectively. Please note that this refers specifically and exclusively to the  loyalty tier Anniversary and Birthday bonuses. Email Delivery: Please add [email protected] to your safe senders list to ensure continued delivery, click here to learn how. No More Mail: You have received this mailer because you, or someone else, have registered this email address with the Genesys Gaming Group. If you no longer wish to receive our email updates and promotional offers, please click here. 

Dear Gabby

I hope you are well.

Please accept our apologies for the mistake made by our cashiers. Our normal free bonuses, loyalty points, tournament bonuses and free spins have a maximum cash out amount of $100. Birthday and Anniversary bonuses for Silver tier players have a maximum cash out amount of $250. As you won on a Birthday bonus and you are a Silver Tier player, your are allowed to cash out $250 on this bonus. Please accept our apologies for the mistake made by our cashiers, they were under the impression that the money won was from a free bonus.

Once you brought this to our attention today and I can confirm that the extra $150 was paid to your account this morning. You should receive the balance of your cash out in the next 3 to 5 days.

Once again please accept our sincere apologies for the confusion.

Kind regards

James Matthews
Senior Host – Genesys Club

Thank you, James, not only for correcting the error but for your quick reply.

hello anna , i would like to know if there is a promo for medals won .  thank you fitz808 .  i just read anna has not been around for  awhile i will try an find the correct person if i dont get a reply .

I need help again.

Trying to be patient but... my patience is wearing thin.

I just spent about 20 minutes on live chat with Irene and could not get an answer.

I withdrew $100 at Treasure Mile on 4/8....14 days ago.  No payment yet.

^^ Taken care of.... Thanks Treasure Mile.

I've made a deposit of 20€ via Neteller at Luckycreek yesterday and was able to clear the bonus and won 700€. I requested my first withdrawal via Neteller there, sent my documents and thats what I received today.

We have received feedback from our Finance Team regarding the verification documents you sent ot and they have requested that you go to your local Police Station with the documents and get a certified copy of both your ID copies and utility bill. We will also require the station number which you has the documents certified.

I mean come on. Is this serious?
Thats for the first time that I get something like that from a Casino. This is like torture.
I really hope that there is a better solution for this.

Greetings

izi90

Hi izi90,

Thank you for your post.

To remain discreet we have sent you an email direct to your email address linked to your account at Lucky Creek Casino.

We are positive that we can find a quick solution to have this resolved and get your winnings paid to you as soon as possible.

Looking forward to hearing back from you.

Kind regards

James Matthews
Senior Host – Genesys Club
[email protected]

Hello,

Thank you again for your response. I've sent you a response via email and hope that this will solve it 

Greetings

izi90

Just a short update

Problem solved, money received. So everything is ok.

Thank you James Matthews/Genesys Club and thank you Zuga 

Greetings

izi

I have uninstalled all the casinos in this group.

They won't honor a cashout of $100. 

Funny, they would rather lose a loyal customer than honor a measly $100.

Genesys has gone way downhill in the last year.  Then phone numbers listed on their website are bogus.  Live chat provided 4 phone numbers before I actually got a real phone number. Support said it was due to 'high volume' Sure.  If they post bogus numbers....be leary.

Wow looks like this won't do any good,but here goes anyway: Lucky Creek has been one of my favorite casinos ever since I started playing online. I recently was denied a payout because of too many free chips between deposits. I have tried several times to deposit that were not successful for some unknown reason. Other places I've had no trouble with same cards.When your anxious to play, it burns a hole in your pocket, so had to play elsewhere. Even though I tried to first deposit at Lucky Creek with my limited funds. My last deposit was last year. I have made oone successful withdrawal and that was way back when I hadn't deposited yet and after many free chips. And I did deposit quite a lot. Now I've been enjoying free tournaments and was finally lucky enough to win $5, make play through  and cash out $119. I spent all night sending and resending docs till they were satisfied, only to receive an email saying my cashout will not be honored and that they were sorry. I was so mad I uninstalled casino and was going to forget it. But you know, I can't It doesn't seem right. I have deposited a lot more at LC than I have other places that haven't gotten near as much, and they don't give me this crap about too many no deposit chips in between. I'm hoping you can get them to reconsider. Helena Ragsdale

Hello Wizbet Casino Rep,

Couple of days ago I have signed up a account with Wizbet Casino and had claimed $25 ndb bonus from this highly reputed forum LCB. Well, after claiming ndb bonus my balance was come down under $1 while playing and lucky I got a bonus which gave me win $45. After that I played long time to reach $100 which is minimum amount for withdraw request and then finally I made it $100 withdraw able. So, I have requested a withdrawal amount $100 thru my neteller account. Later on I had checked my email and found they asked verification documents.After that I have sent all requested documents immediately and was waiting for their reply.On next day casino rep Joy Reynolds gave me congratulations and then requested to deposit $20 and had informed me they need to talk via phone in order to fully verify my account. So I was preparing to deposit yesterday and had my cell phone ready to talk with them. Just 30 minutes later they said they would not pay me because my country is restricted. So,after read their email I feel very worried and intended to submit a complaint here for their unfair and unjustified decision. How come they say like this where LCB and ASKGAMBLERS published that my country Bangladesh is welcome here! Please note that I took some screenshots as some evidences which clearly proven my winning $100 was legit,fair and squire. So, as a player I need your help to get my winning if you can.Thank you.

Let me first state that I have been playing at Lucky Creek and all Genesys Club sites for over 5 years now, and am Platinum Level in their loyalty program.  I've deposited plenty and have been lucky enough to have a few good cashouts -- and overall have been pleased with them.

For some time though, I have taken issue with the way Genesys Club Casinos promotes their "Friends Sharing" program.  

On the page where your "share code" is located it has this:

I've blocked out my code, but the important part is that it says "we give you".  There is no mention at all that this is a "bonus".  It says they will give me $20.00.  

Then, when somebody you refer signs up with them, it looks like this:

Note that it is very clear that this is a GIFT to me -- it does not reference that it is a "no-deposit bonus", nor does it suggest that there are other terms and conditions.  The only thing it seems to make clear is that these are "credits" -- they won't be sending a check.

Over the past few years, I've referred a few hundred people through various social media outlets, and have been "given" these corresponding $20.00 gifts.  I usually just played them for the entertainment value, but the couple of times I tried to cash them out, I was told there would be a maximum of $100.00 because these were no-deposit bonuses and those terms and conditions applied.

In each case, I complained to the casino host -- a couple of times in great detail -- that the way this was presented was very confusing because it doesn't say anywhere that these "gifts" are actually no-deposit bonuses, and in the terms and conditions there is no mention I could find at all about "friends sharing" gifts (or even a reference to "any monies given to you by the casino", an all-inclusive statement that would cover such "gifts").  My complaint was that if they are going to treat these "gifts" as bonuses it needs to be clear, and by leaving it unclear they seem to be misleading their customers deliberately.

Their inaction to correct, and clarify the terms bothered me, but not enough to take further action --- until now.  This is because a few weeks ago, on August 31, 2016, I had 7 referrals in my account and claimed my $140.00 "gift".  Six hours later I had over $30,000.00 in my account -- and I wanted to withdraw it.

Knowing that if I tried to just make a withdrawal for the full amount (or even a portion of it) their accounting dept would just void the whole thing (as they had done in the past).  So I got on live chat and asked for Liam, my VIP Host who was not there, but did have a rather long chat with Alex Jordan -- stating my case again that there were no specific Terms and Conditions which seemed to apply to these "gifts" and therefore, I would like to withdraw the full amount.  He said I should put that request in writing to Liam and he would follow up -- so I did that immediately.  He also asked that I submit the withdrawal (which had to be done in 4 increments since their system has a $10,000.00 max per withdrawal) -- and I did that as well.

A couple days later, I no longer had a pending withdrawal in my account and hadn't heard back from Alex -- so I contacted support to ask what had happened.  I was told that a withdrawal in the amount of $200.00 was being processed and the remainder was zeroed out.  So it seems my complaint must have been valid in some way -- or they just wanted me to go away and thought the extra $100 would encourage that.  

At first, I guess it worked -- but as the days have passed, and they haven't done a thing to change the way the "friends share" is promoted (even though they completely redesigned that web page a few days ago), it has been making me more and more frustrated!  All they had to do was to make the written terms and conditions clearer -- and I would have accepted them as the rules of the game.  But they haven't done that and I know if they were based in a country that cared about such things, there would be legal grounds for filing a valid dispute.  Since that is unlikely in this situation, my only recourse is the court of public opinion.  

I have done my best to be level-headed and fair about this situation and I ask anyone who cares to review this complaint to challenge me if I've stated anything which isn't true or if my view of the situation is misguided.  My request here is that Genesys Club update their Terms & Conditions to have explicit references to the "friends share" so others are not misled.  Doing that, might validate my claim for the entire $30,452.50 I won on August 31, 2016 -- but not doing it could define their organization as one which approves of using unethical and deceitful methods in their operation.

I look forward to any and all feedback and support regarding this issue.

Thank you!

Jeffrey Kane

(Genesys Club username is [email protected])

One additional point I forgot to mention -- 

I've made the case with the casino that I wouldn't expect these to be the same as a no-deposit bonus because I actually gave something to the casino --- a live prospective customer -- which they would most likely profit from.  I know they are able to review the revenue data from my code -- and asked them to share it with me if my assertion of profit was incorrect (which, of course they never would do).

If I was a registered affiliate with them, I would be receiving ongoing commissions for these new players (based on actual net income, of course, rathert than a flat fee per new user).

Just another facet to the issue.

Hi jay4play,

Sorry to hear about the issues you have with them. We've notified the casino and hope they'll get back to us shortly with the clarification. We'll keep you posted anyway. 

Hi Jeffrey,

Thank you for raising this with us and for your valued feedback and suggestions.

We have notified the Promotions Team to have a look at the wording pertaining to the Friends sharing program. 

They will also look at making an addition to the terms and conditions to add more clarity to the Friends Sharing program. As you mentioned it has been running for quite some time now, and from our side without any problems. However you have raised a very valid point so we are working on a solution that will work.

At present all bonuses that include, free spins, free bonuses, awards, “gifts”, prizes etc, where no deposit is involved and unless otherwise stipulated will always carry a maximum withdrawal of $100.

With regards to your reward for bringing in players the Casino does give you a $20 bonus per player however the maximum withdrawal will be applied to such a bonus. Therefore you do have the opportunity of getting up to $100 back from the Casino. If you were an Affiliate this would work differently of course provided the player deposits.

Thank you once again Jeffrey and please contact us anytime if you have any queries or suggestions.

We are always happy to listen and assist.

Best regards

James Matthews
Genesys Club – Senior Host
www.genesysclub.com

"At present all bonuses that include, free spins, free bonuses, awards, “gifts”, prizes etc, where no deposit is involved and unless otherwise stipulated will always carry a maximum withdrawal of $100."

You say that now -- but it does not say it anywhere in your terms and conditions (as of yet).  So I do believe that I still have a valid claim towards the amount that I won.  After all -- from everything I was able to read it said it was a "Gift" to me, not a bonus.

Jeff

Hi Jeffrey,

Thanks for your reply.

I would like to refer you to our current terms and conditions so we can make sense of it and provide some more clarity. At present the rules are still clear in that where no deposit is made a maximum withdrawal rule will be applied.

We have listened and received your complaint and will look to add additions to the terms and conditions to add even more clarity. However I can state categorically that the Casino has not attempted to deceive or undermine you as a valued player and in fact throughout your experience with us, you have been provided with clear explanations and sufficient information on all our promotional offers and bonuses whenever you have played.

Please read the terms and conditions available again. Rule 10.5 states clearly that where no deposit was made a bonus or free money offer will carry a maximum withdrawal amount of $100.00. In this instance where you received money even as a “gift” from the casino you did not make a deposit to receive it and therefore that gift will carry a  maximum withdrawal of $100.

http://www.genesysclub.com/en/terms.html

10.5 Players who have previously made deposits and have won using a free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of $100 applies.

10.1  Player’s that have never deposited at the casino, may only make a withdrawal on any bonus, free spins or loyalty points, once a real money deposit has been made by the player. The deposit made, will not be combined with the withdrawal amount, but rather placed in the player’s account once the withdrawal has been paid out. The player will then have access to the deposit amount as a cash balance subject to all normal casino terms and conditions.

Where a player has won using their first free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of $100 applies. 

Please feel free to contact us again if you have any further queries.

Best regards

James Matthews
Genesys Club – Senior Host
www.genesysclub.com

As I said in my initial post -- if Genesys Club Casinos were based in a jurisdiction that cared about enforcing contract law, I do believe there is a very strong case which would support my view that when you tell someone that you are giving them a gift it would differ substantially from all those things listed in your current terms and conditions.

Especially since this "gift" was provided AFTER I gave the casino something of value.  To say that the hundreds of referrals I've provided to Genesys Club Casinos do not have any value and therfore the "Gift" received in return was free money or a "bonus" makes no sense, and actually contradicts the entire concept of the program.  This "gift" is also substantially different than "Free Money Offers" which are regularly provided through your ongoing promotions.

So -- you can repeat the current terms and conditions again -- I have definitely read through them very carefully -- but they certainly do not apply to the Friends Sharing Gifts as they are currently written. 

I therefore, again, request that I be paid the amount I won -- in full.

Thank you!

Jeffrey Kane

Wow! I am in agreeance with the poster (jay4play) on this one. I read through the terms and conditions of the said 'gift' of referring players and it is very misleading as to whether or not this is actually a free gift or just another no deposit bonus with guidelines attached to it. Yes, it is very clear that the op is a loyal and regular player that frequents the casino with real money deposits. To refer that number of players to the casino it should speak volumes. 

"Rule 10.5 states clearly that where no deposit was made a bonus or free money offer will carry a maximum withdrawal amount of $100.00. In this instance where you received money even as a “gift” from the casino you did not make a deposit to receive it and therefore that gift will carry a maximum withdrawal of $100."  - the op has made several successful deposits so this comment is a little confusing to me, as im sure to others.

Good luck to you i hope Genesis Club Group does the right thing here. Will be interesting to hearing their response.

Pay Jay!  

Online casinos... even the most transparent.... are not in the business of doing an honorable deed.

This Rep doesn't give an at's rass that your point is valid.

Reps and Customer Support know you are paralyzed in an industry that 

has zero regulation or recourse for the player.  

Sorry about your $30,000.00 bad luck, Jeff:(

FOR SHAME, JAMES!  

Well, it seems as though the rep believes that it is okay for him to just magically add words to the T&C's when quoting them in the response given in this thread -- but the fact remains that those are not the words which are shown on the casino's site.  

Does this mean that my request is not going to be taken seriously?  

Can LCB assist an any additional way?

Thank you.

Jeffrey Kane

Hi jay4play,

We've notified the rep again and hope he'll get back to us soon to answer your questions. 

Hi Jeffrey,

Thanks for your reply.

As a Casino we appreciate feedback from all our valued players. The Friends Sharing Program was designed to allow players to share their experience by bringing in a friend to the casino and for that they are rewarded. So we have always held up our end and paid out per referral.

Going back to your initial withdrawal situation, we have looked at various communications you had with the Customer Support Team over your withdrawal query. It is clear from all the communication you received at the time that you were properly advised. The share a friend bonus would be subject to a maximum withdrawal of $100.00 as this was as per the terms and conditions. (We would be happy to provide a chat you had regarding your withdrawal if you require this.)

The matter was then escalated to Management at the time and it was decided to credit you a discretionary amount of $200 rather than $100 based on your account history with us.

You are a loyal player with us but at the same time you have also been treated fairly and respectfully throughout your playing history. You received your withdrawals at Grand Eagle Casino recently which is testament that we payout.

We are happy to discuss this further with you over a telephone conversation. I am certain we can have a meeting of the minds.

Thank you for your time and we look forward to speaking with you soon.

Kind regards

James Matthews
Genesys Club – Senior Host
www.genesysclub.com

I was somewhat pleased last Saturday morning when I got a phone call from Justin at Genesys Club Casinos advising me that because of my loyalty and history with the casino they would like to offer me a payout of $1,000.00.  He told me that it wouldn't be processed until the finance team was back in the office on Monday.  This amount is still significantly less than the $30,000.00 I won, but it seemed to be a step in the right direction -- showing, perhaps, that the casino management was acknowledging the problem with how Friends Sharing Gifts are promoted.

Yesterday, I contacted support to confirm the payout -- and was told the finance team had left for the day -- no payout on Monday -- check with them again on Tuesday (which is actually late at night on Monday for me).  So, I waited up tonight and contacted support again and was told that I would be getting a phone call regarding the payout.  A few minutes later, I received a call from Cody.  He advised me that the finance team had rejected the payout (even though Justin had promised it to me on Saturday).  Apparently Justin didn't have the authority to make this offer -- one wonders why he called me in the first place.

My conversation with Cody lasted about 45 minutes -- with his basic message that Genesys Club's Terms and Conditions covers these "gifts", even though there is no direct mention of Friends Sharing Gifts (all other types of bonuses are clearly listed in the T&C's Section 8.  Exactly the same as James has been stating above.

I reitterated to Cody, that all of those bonuses are handled in the BONUS section of the casino's cashier page -- and when the code is entered, the terms and conditions of the bonus are clearly stated on the same page.  While the Friends Sharing Gifts are not handled on this page -- instead they are in the "My Account" section of the casino app.  Furthermore, rather than providing any kind of terms and conditions, the page clearly states that I am receiving a GIFT, not a bonus.  

As a player, I know that it is my responsibility to read and follow all terms and conditions of an online casino -- and I believe I have done that.  The bonus rules as written in Section 8 of the T&C's, describe every variety of bonus offered by the casino -- yet there is NO mention at all of the Friends Sharing Gifts -- so why would I or any player assume that a "GIFT" would be subject to those rules?

For a comparison -- another casino site that offers a referral reward clearly states it is a bonus and clearly provides the associated terms and conditions:  https://www.cafecasino.lv/refer?menu=secondary .   If there are terms and conditions associated with Friends Sharing Gifts -- why aren't they displayed on the same page where the gift is claimed?  By offering these rewards in a separate section than other bonuses and by not providing clear terms -- Genesys Club is either trying to deceive players or is just blatently negligent.

And, this is EXACTLY the problem.  Properly advising someone does not happen during a withdrawal query -- it happens BEFORE the player begins to wager funds in their account -- and that does not happen with the Friends Sharing Gifts.

There is clearly a disagreement here -- so I asked Cody if Genesys Club would allow an independent third-party arbitrator to help us resolve the problem.  The answer I got was an absolute "NO".  Genesys Club has made their decision and it is final.  

It is true that I had a nice cashout from Grand Eagle a couple months ago -- but doing one thing right doesn't excuse you from the wrongs.  

As long as Genesys Club continues their deceptive/sloppy marketing of the Friends Sharing Program -- players should beware.  There are plenty of other casinos which do not behave in this manner, and many in jurisdictions which support an arbitration process. 

Really?  We did have one on Saturday until yesterday when "you" (the casino) went back on your word.

Melissa,

Thank you for trying -- but it seems that the rep is no longer interested in resolving our disagreement.

Jeff

Hey jay4play,

We've contacted him again. Hope he'll answer. 

Hi Jeffrey,

Thanks for your reply.

As advised in my first response we have not had any trouble with the Friends Sharing Program. It has been running for 3 years and many players have enjoyed the bonus rewards. As you stated in your first post that you had personally referred hundreds of players for which you received the corresponding $20.00 gifts.

You were also very well aware of the terms of these bonuses, as you stated “ I usually just played them for the entertainment value, but the couple of times I tried to cash them out, I was told there would be a maximum of $100.00 because these were no-deposit bonuses and those terms and conditions applied.”

So there can be no dispute as to what the gifts were or what your understanding of the rules are, since you claimed the very same gifts hundreds of times. You were also advised every time that the rules were clear and that the maximum you could withdraw was $100.00. So to be fair Jeffrey the Casino has acted transparently and openly with you for quite some time it seems regarding the Friends Sharing Program.

I would disagree that the Casino is deceptive or has tried to deceive. The fact that you claimed the reward hundreds of times means you had no problem with it for a long time, and you were always aware of the bonus rules and withdrawal options.

I believe the Casino Support Team had very good intentions when trying to further assist you and motivate for something more based on your good track record and playing history with the Casino.

It is disheartening that we could not resolve this amicably with you, and we are sorry for that.

We value you as a player and your feedback is always welcome. We do listen and will endeavour to do our very best to improve your gaming experience with us.

Yours faithfully

James Matthews
Genesys Club – Senior Host
www.genesysclub.com

James,

Since you stated you believed we could "come to a meeting of the minds", I would at least like you to make the effort to hear what I am saying and respond to it rather than repeating yourself over and over.

You have taken that statement out of context because the very next thing I said was this:

"In each case, I complained to the casino host -- a couple of times in great detail -- that the way this was presented was very confusing because it doesn't say anywhere that these "gifts" are actually no-deposit bonuses, and in the terms and conditions there is no mention I could find at all about "friends sharing" gifts (or even a reference to "any monies given to you by the casino", an all-inclusive statement that would cover such "gifts"). My complaint was that if they are going to treat these "gifts" as bonuses it needs to be clear, and by leaving it unclear they seem to be misleading their customers deliberately."

It is unfair of you to say there was no dispute when, in fact, there was a dispute every time as I have explained in detail above.

I also have explained (and provided screen shots) that the rules are NOT clear "every time" that a claim of the Friends Sharing Gifts are made.  If you review those chat session logs which you referred to above, you will see that I stated this problem every time.  And -- while you are taking the stance that just because at those times I was told there was a $100 maximum withdrawal that I should have been "so advised", I always responded that I disagreed, based on the language of how and where the Friends Sharing Gift was provided, and that it was NOT covered in the T&C's.

In my very first post, I tried to be clear that I was frustrated with being told that the word "GIFT" had a different meaning in your world than everywhere else, but not really enough to do anything about it until now.  So again, it doesn't mean that I "had no problem with it" -- that is simply ignoring what I have stated all along.

Let me be loud and clear here --- YOU ARE NOT LISTENING.  I really have tried to explain my side of it -- and you have continually decided to ignore what I'm saying and apply your own interpretation. That is not how one listens.

Perhaps it would be easier if you just answered these questions for me?

1.  Why do the T&C's ignore the Friends Sharing Gifts entirely while every other type of promotion is mentioned specifically.  

2.  When claiming, why does it say that I've received a GIFT but does not then show a specific play-through and maximum withdrawal like it does when claiming a bonus on the bonus page, or when receiving one from support in chat?

3.  Why did I receive a call last Saturday from your support team promising me a payout -- and then on Monday it was recinded? 

I look forward to your thoughtful response.

Sincerely,

Jeffrey Kane

How long is it appropriate to wait for a response?

James,

Since I had some time to contemplate this situation while you were working on the answers to my other three questions, I have one more...

I went back to the various chat conversations I had had with support regarding this issue and it prompted me to look at one other thing which probably made me question the $100.00 limit in the first place.  If I did happen to view the BONUS page after accepting a Friends Sharing Gift, this is what I would have found:

So, my question is this... 

Why does it tell me that the Max Cash Out is "Unlimited" if it really isn't?  (because I would think this is definitely defined as deceptive).

Thanks in advance for your thoughtful response.

Jeffrey Kane

Still waiting....   

I guess I can assume at this point that I am not going to get a response to answer the basic questions I've asked.

Hi jay4play,

We did our best to help you, unfortunately, there's nothing more we can do for you since the casino rep gave you a thorough explanation here on the forum. We enabled you to speak to him directly and exchange your thoughts. He also advised you to contact their support team in case you need a further explanation. Please note, if you are into satisfied with the outcome, you can always contact their regulatory body and complain directly.

Well, the "thorough explanation here on the forum" was not an explanation at all -- which is why I had just a few lingering questions.   At the very least this demonstrates their unwillingness to really listen.

My understanding is that their regulatory body couldn't care less about player complaints -- and as far as I know, they don't have any formal complaint processes.  So, this was pretty much my only hope... unless I take it to other forums.

hi,

i used to have a account with you guys like probably about 3 years ago. well actually, i first registered a account with your group 4 years ago but after registration i got banned right away. i guess cause at the time my sister had already had a account with your group so it violates the terms, which i understand. then a year after that my sister got married and moved out. so, naturally, i registered for a account again. when i registered, before making any deposits, i always made sure to go to chat first and ask them to confirm that should i win and want to cash out, my account was in good standing and ok to do so, and the chat would either tell me to send in documents to them right there and then or they would check and say yes. so then i started depositing like back to back at each casino. i didnt use the new player free bonuses or deposit bonuses each time i deposited. idk if maybe i was doing too many back to back or switching casinos and doing back to back deposits, but eventually i would get restricted from making more deposits until i send in my documents. ok, that wasnt a issue for me at all.its actually better.this way i didnt have to wait when i actually do cash out  so i sent in my documents and all asking chat if they got it but they keep telling me no. how is this possible? i sent several times but i get no response. its so irritating! its not even like im trying to cash out. im only trying to deposit. i've never even cashed out at any of your group casinos before.i've never won anything, only deposited and now they restrict me from depositing until i send in docs which i have many times(and i still have copies of all sent emails of my documents,chats with support,etc) but no response.  i cant remember for sure, but on one of them, i got a response back when i called and they told me they were closing my account. this really pissed me off cause that casino was the one that i spoke over phone with and sent in documents while on phone with support and he confirmed it already before i made first deposit. after making a couple more, they restricted my account asking for me to send in documents again!now they reject me period with no reason why .well then this made me feel like you guys lied to me, cheated me into depositing then closed my account with no care in the world about how i felt.

  this was in the past, i've longed wanted to complain about this many times, but felt its not worth it.today,... i wouldf like to know if i can register for a account with you guys again, and if i do, will it be under my same email as before or must i register a new one? i dont want to ask the casino chat because of bad experiences with them. they lie too much, so im asking here so just incase of the past repeating itself again, then atleast this time i will have others acknowledge the unfairness.

 the fact that im in the usa so theres not really as many casinos open to us, thats why i want to register a account again. also because of the fun stuff that include lcb, i want to be included too. sorry for such a long drama story... but i was really angry about those inccidents. just needed to finally get it off my chest..

  anyways, hopefully i can have my account reinstated with your group casinos. my email is [email protected] or [email protected]   thank u

Well -- I still haven't given up on this.  I spoke with a friend of mine in Texas today--- someone that I referred to Lucky Creek last year -- he told me that recently, two Genesys Club VIP Hosts flew to Texas and took him out to dinner wherever he wanted to go.

So, how much does the casino have to make to justify spending probably a couple thousand dollars to entertain just ONE player?  Would they have made that money if I hadn't referred this player?

This is a prime example of why the referral program is NOT the same as getting a no-deposit bonus, and why I still feel that it is wrong for them to say there is a withdrawal limit for these funds -- even though there is NOTHING specified in the terms and conditions which defines this limit -- and even though (as I showed in a screen shot above -- that  "Max Cashout" is "UNLIMITED".

How can anyone trust this casino when they totally ignore these facts?

It looks like the Genesys Club Casino Rep has gone AWOL!

well u r being relentless.. U do not want to accept what the rep said so I reckon they got nothing else to say. You can always complain to their licensor, but really do not see the point in continuing with this.

The rep answered my initial complaint with statements that are not factual so I decided to ask specific questions which have gone unanswered.  All that I'm asking for now is the answer to my questions.

Hi jay4play,

As we already told you we did our best to help you. The rep did his best to answer all your questions. As he stated in his posts you can always contact their support or if you are not satisfied with their answer you can always contact their regulatory body. 

I'm sorry, but that simply isn't true.  He did NOT answer any of my questions.

I've posted my questions again because apparently everyone missed them.  I really would like a response to these.  I think they are very simple questions that shouldn't be difficult to answer.

Hi jay4play,

The rep has been notified about your questions. 

good luck pal

by the way there is a missing page from Refer a Friend bonuses on this website