In line with our Terms and Conditions, we are not liable for any losses in scenarios where registration details have been amended purposely in order to circumvent the security system.

We can see that you made multiple registration attempts prior to this in which all accounts were blocked by the system. The reason for this is that incorrect registration details were entered intentionally in order to bypass the security system that blocks self-excluded customers from registering. I am contacting you from Casino Joy Complaints department, your case has been thoroughly reviewed and we will not be refunding any deposits made on this account. So people like myself who are addicts are being treated in this way they should not be able to keep my money when I won I understand they will not pay the winnings but surely the deposits should be refunded. I was in a winning situation I just do not see how they refuse to refund deposits. Please help me find a solution to this problem with casino joy I cannot believe they can prosper from peoples addiction they surely have to return my deposits. I am devastated at myself but one positive is that this experience has made me seek help and stop gambling. Surely this cannot be correct that they can not payout winnings and keep all bets. I understand the blocking as now i know it is owned by Genesis however I have had no payout at all and no reply to any emails I have sent. I was sent an email to send in documents which i did I checked to see the details on the site to find I was blocked. I wagered approx £15000 over the 19th and 20th April and found myself in a winning position of £25500 unusually for me i then pulled my self together and stopped and asked for a withdrawal I joined with all my details the only difference was the email address I joined this casino not knowing it was owned by genesis of which i had self excluded previously as i have a gambling problem Found for the Casino - After discussing this issue with the UKGC our understanding is that the regulator would not require the operator to return deposits in this situation.

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