[solved] Account impaired

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Rookie

Lesane01

Topic Creator

Forum posts: 34 Member since: 26.05.2020

26th May. 2020, at 05:27 pm CEST#1

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Hi all, I had registered on 20.05.2020 at Spela and also deposited directly via Trustly. As far as there were no problems.When I then wanted to make another Deposit it went no longer with my earmarked bank account, so I have added another account, but the same account details. Now I could deposit so over 300€ and then asked in Live Chat why it is so complicated with the deposit. I tried to take another payment method and again entered my normal bank details. Quickly I got the error message that it does not work and I should contact the support. I did this and after a bit of back and forth I was asked to send my complete documents to support, which I also did and shortly after I received a confirmation that my account was successfully verified. Unfortunately, the problems with depositing remained and when I looked at the site again, I noticed that this casino is part of genisis global ltd. Is, where I had actually deactivated my entire accounts. I asked support if the problems with the deposit might be related to the fact that I closed my accounts at Genisis global ltd. Closed and I was told that this was indeed the reason. I asked why it is even possible for me to register and deposit with my data?
Now 2 hours after my account has been successfully verified, it has been subjected to a random security check and I should please wait until they get back to me via email. I can neither open a game nor deposit. I have been waiting for a response for 4 days now and unfortunately still have not received one.

Am I allowed to deposit at all or do they have to refund my deposits?

I just do not know what to do.

Greetings

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Experienced

Iknowyou

Forum posts: 387 Member since: 13.11.2019

[solved] Account impaired

26th May. 2020, at 07:05 pm CEST#2

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hmm but that sounds like there is no problem. You have deposited several times and then I assume gambled away. otherwise you would not have tried to Deposit again. If you have no more credit on it anyway then look for another OC where you can deposit and are not blocked instead of continuing to deposit there and in the end maybe even have problems with the payout because maybe they think you should not have been allowed to play. I doubt strongly that the casino simply transfers your money back

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Experienced

cbz490

Forum posts: 349 Member since: 03.01.2020

[solved] Account impaired

27th May. 2020, at 09:35 am CEST#3

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Sash45 wrote on 26.05.2020 at 19:05: hmm but that sounds like there is no problem. You have deposited several times and then I assume gambled away. otherwise you would not have tried to Deposit again. If you have no more credit on it anyway then look for another OC where you can deposit and are not blocked instead of continuing to deposit there and in the end maybe even have problems with the payout because maybe they think you should not have played at all. I doubt strongly that the casino simply transfers your money back

I have read in such cases more often that the casino pays back the deposits ...

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Expert

Caro

verified

Forum posts: 1.839 Member since: 12.12.2018

[solved] Account impaired

27th May. 2020, at 10:42 am CEST#4

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Hi Lesane01, I have sent you a private message via Communicator. Greetings Caro

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Rookie

Lesane01

Topic Creator

Forum posts: 34 Member since: 26.05.2020

[solved] Account impaired

27th May. 2020, at 03:58 pm CEST#5

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Sash45 wrote on 26.05.2020 at 19:05: hmm but that sounds like there is no problem. You have deposited several times and then I assume gambled away. otherwise you would not have tried to Deposit again. If you have no more credit on it anyway then look for another OC where you can deposit and are not blocked instead of continuing to deposit there and in the end maybe even have problems with the payout because maybe they think you should not have been allowed to play. I doubt strongly that the casino simply transfers your money back

It is not about whether I have lost my money or not. I have at genisis global ltd. My accounts deactivated and usually it is so that you can not register then further. This time I could but already and deposit with my bank account I could once, if I then tried to use my bank details again came an error message. The livechat then said that there is probably a technical fault, so I took the same deposit method, but the option "deposit with another bank account". There I entered my usual bank details and it worked, so for me the technical malfunction was almost confirmed. Now, however, the fault was longer there and I found it dorch strange when I then wanted to use another deposit method, which immediately told me that I can not deposit with my bank data. When I described all this in livechat they wanted my documents and I sent them. Deposit I could then still not with my bank data. At some point suddenly everything was blocked and I could not open a game, nor deposit or anything else and it said that my account is subject to a random security check. It is not about the money itself, but either I can play or I can not. If I am not allowed to play, then I would like to have my money back. I think you would have wanted the same.

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Expert

Kleinkariert

Forum posts: 1.676 Member since: 18.03.2019

[solved] Account impaired

27th May. 2020, at 09:02 pm CEST#6

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Lesane01 wrote on 27.05.2020 at 15:58
It's not about whether I lost my money or not. I have deactivated my accounts at genisis global ltd. My accounts deactivated and usually it is so, that one can not register then also further. This time I could but already and Deposit with my bank account I could once, if I then tried to use my bank details again came an error message. The livechat then said that there is probably a technical fault, so I took the same deposit method, but the option "deposit with another bank account". But there I entered my usual bank details and it worked, so for me the technical malfunction has almost been confirmed. Now, however, the fault was longer there and I found it dorch strange when I then wanted to use another deposit method, which immediately told me that I can not deposit with my bank data. When I described all this in livechat they wanted my documents and I sent them. Deposit I could then still not with my bank data. At some point suddenly everything was blocked and I could not open a game, nor deposit or anything else and it said that my account is subject to a random security check. It is not about the money itself, but either I can play or I can not. If I am not allowed to play, then I would like to have my money back. I think you would have wanted the same.

As long as you have contacted Caro, they will do the best they can. If you are banned because of Gambling addiction and you have registered with the same data without deliberate change, then very often you get your money back.

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Rookie

Lesane01

Topic Creator

Forum posts: 34 Member since: 26.05.2020

[solved] Account impaired

28th May. 2020, at 03:15 am CEST#7

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Kleinkariert wrote on 27.05.2020 at 21:02
Provided you have registered with Caro, they will get out the best they can. Should you be banned for Gambling addiction and you have registered with the same data without wanton change, then one gets very often his money back.

I have written to Caro. I have not had my accounts deactivated because of gambling addiction, but expressly requested a permanent exclusion. It must be possible for me to close my account permanently without being addicted to gambling, if it is my wish. I just did not like it there and meanwhile I only know how many casinos belong to the genisis global ltd. Belong

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Rookie

Lesane01

Topic Creator

Forum posts: 34 Member since: 26.05.2020

[solved] Account impaired

6th Jun. 2020, at 12:31 am CEST#8

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Genisis global ltd. Has now deactivated my accounts, as I requested at the time. My deposits I have received back and they were very Kulant. I would like to say explicitly that this was a mistake on both sides and it is really an exceptional case. I hereby take back any complaint about Spela.

Best regards

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Expert

Caro

verified

Forum posts: 1.839 Member since: 12.12.2018

[solved] Account impaired

8th Jun. 2020, at 09:43 am CEST#9

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Topic can be closed, see above post by Lesane01

This topic has been closed

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Spela: [solved] Account impaired

[solved] Account impaired

[solved] Account impaired

[solved] Account impaired

[solved] Account impaired

[solved] Account impaired

[solved] Account impaired

[solved] Account impaired

[solved] Account impaired

[solved] Account impaired

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