Complaint #10
Genesis Casino
Countless problems
7 years ago
We're do I even begin with this company!
I decided to join and take up the offer 100% match and 300 spins (30 after your first deposit followed by 30 spins daily for 9 days) I went to make my first deposit I clicked I wanted the bonus, and selected the drop-down bar and selected the new player bonus and then it asked me to deposit which I did, I didn't receive the bonus or spins (no big deal i will speak to live help) the live chat was unavailable (as it was out of hours) I thought I will speak to them when they are available! I played a game and was constantly facing glitches it was saying the sever is unresponsive quiet often! I just assumed the site might be facing some technical issues! I went and made a second Deposit which now offered the Friday 25% on the deposit once again I clicked I want the bonus and accepted the 25% and made the deposit! Again nothing was credited I didn't really mind I assumed there having technical glitches and live chat would resolve the issues when they are back online. Made a 3rd deposit and played it of.
I logged into my account today and spoke with live help I was basically told it didn't show I opted into the promotion which I most certainly did both times and because I had spent my money they couldn't do anything for me as I needed to speak straight away to live chat, after explaining that it wasn't available and the glitches I was facing i just assumed it was just that glitches and all would be resolved when live chat becomes Available.
After along lengthy chat he told me he would add the first deposit bonus for me and spins as a goodwill gesture and offered me a 150% on my next deposit if I wanted to make another deposit (it would be my fourth) and i would just need to make the deposit and pop back into live chat and he would add this on my account for me!
I decided to take this offer up (I'm not a big spender or a high roller or anything and I don't normally make lots of deposits I play more for a treat) but I thought it was a good offer so I took it up made the deposit popped into chat explained everything that happened and what the guy before him explained to me he would do on my next deposit! He basically said something totally different to me and then said it was to deposit £40 on one of there sister sites and I would get 150% match. I told him no that was not the case I wouldn't deposit £40 in one go ever and i didn't want to play on another site, I told him to check the transcript and you can see what he told me and why would he asked me to make a deposit and to pop into chat? If we he said it was to make a deposit at another sister site?
After going round in circles he said he would add the 25% on my deposit and it would be available in 15 mins I just said ok and thanked him and just thought I'd play this deposit off (by this time I've had enough felt cheated and they got me to deposit under false pretences.) and then leave it as a bad experience! I played my £10 got Upton around £13+ (I only play small stakes) the next thing my balance goes Upto £38 I thought oh he's looked into the issue and added the bonuses I was supposed to get (great) so I thought I would play £8 spins at £1 and then drop the stake back down (when I reach £30) I played 6 £1 spins next thing my balance went down to £2.07 I went straight onto chat to be told it would be "looked into"... I checked my game history and weirdly enough it only showed only a few transactions
and not for the total game play (never showed me the balance after placing each wager either) I asked him to check it and can he see that my balance went up and than it was basically all removed! He just basically said the technical team can see my transactions (yet I couldn't ) and they would look into this.
I've never in my life made a complaint but as I've explained surely this isn't fair gaming? And surely it's not a responsible thing to ask the customer to deposit more and more money to get said bonus that was never even honoured?
This has really left me in a uneasy way I feel like I've been cheated and lied to and I feel so stupid and all 3 persons I spoke with all was saying different things! Ok not getting the first bonus maybe but to have non stop problems and to be left feeling cheated isn't right my money was taken out my account and they couldn't tell me how long it could be to resolve this (looking at the comments on here I won't hold out) it's not a large amount of money Or anything but something clearly ain't right.
I've attached my deposit history and and my gaming history as you can see it doesn't add up and it's only showning like £10 with of wagers (yet I've deposited £40)
I would like help with this matter as I feel I'm not gonna get anywhere with this company.
I decided to join and take up the offer 100% match and 300 spins (30 after your first deposit followed by 30 spins daily for 9 days) I went to make my first deposit I clicked I wanted the bonus, and selected the drop-down bar and selected the new player bonus and then it asked me to deposit which I did, I didn't receive the bonus or spins (no big deal i will speak to live help) the live chat was unavailable (as it was out of hours) I thought I will speak to them when they are available! I played a game and was constantly facing glitches it was saying the sever is unresponsive quiet often! I just assumed the site might be facing some technical issues! I went and made a second Deposit which now offered the Friday 25% on the deposit once again I clicked I want the bonus and accepted the 25% and made the deposit! Again nothing was credited I didn't really mind I assumed there having technical glitches and live chat would resolve the issues when they are back online. Made a 3rd deposit and played it of.
I logged into my account today and spoke with live help I was basically told it didn't show I opted into the promotion which I most certainly did both times and because I had spent my money they couldn't do anything for me as I needed to speak straight away to live chat, after explaining that it wasn't available and the glitches I was facing i just assumed it was just that glitches and all would be resolved when live chat becomes Available.
After along lengthy chat he told me he would add the first deposit bonus for me and spins as a goodwill gesture and offered me a 150% on my next deposit if I wanted to make another deposit (it would be my fourth) and i would just need to make the deposit and pop back into live chat and he would add this on my account for me!
I decided to take this offer up (I'm not a big spender or a high roller or anything and I don't normally make lots of deposits I play more for a treat) but I thought it was a good offer so I took it up made the deposit popped into chat explained everything that happened and what the guy before him explained to me he would do on my next deposit! He basically said something totally different to me and then said it was to deposit £40 on one of there sister sites and I would get 150% match. I told him no that was not the case I wouldn't deposit £40 in one go ever and i didn't want to play on another site, I told him to check the transcript and you can see what he told me and why would he asked me to make a deposit and to pop into chat? If we he said it was to make a deposit at another sister site?
After going round in circles he said he would add the 25% on my deposit and it would be available in 15 mins I just said ok and thanked him and just thought I'd play this deposit off (by this time I've had enough felt cheated and they got me to deposit under false pretences.) and then leave it as a bad experience! I played my £10 got Upton around £13+ (I only play small stakes) the next thing my balance goes Upto £38 I thought oh he's looked into the issue and added the bonuses I was supposed to get (great) so I thought I would play £8 spins at £1 and then drop the stake back down (when I reach £30) I played 6 £1 spins next thing my balance went down to £2.07 I went straight onto chat to be told it would be "looked into"... I checked my game history and weirdly enough it only showed only a few transactions
and not for the total game play (never showed me the balance after placing each wager either) I asked him to check it and can he see that my balance went up and than it was basically all removed! He just basically said the technical team can see my transactions (yet I couldn't ) and they would look into this.
I've never in my life made a complaint but as I've explained surely this isn't fair gaming? And surely it's not a responsible thing to ask the customer to deposit more and more money to get said bonus that was never even honoured?
This has really left me in a uneasy way I feel like I've been cheated and lied to and I feel so stupid and all 3 persons I spoke with all was saying different things! Ok not getting the first bonus maybe but to have non stop problems and to be left feeling cheated isn't right my money was taken out my account and they couldn't tell me how long it could be to resolve this (looking at the comments on here I won't hold out) it's not a large amount of money Or anything but something clearly ain't right.
I've attached my deposit history and and my gaming history as you can see it doesn't add up and it's only showning like £10 with of wagers (yet I've deposited £40)
I would like help with this matter as I feel I'm not gonna get anywhere with this company.
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