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Genesis Casino - Delayed withdrawal payment

28 hours left for Genesis Casino to respond.
lmordrick United Kingdom
Posted on March 8, 2019.

I signed up a new account with Genesis Casino on 26th February, deposited £100 and received 100% bonus. I followed all terms & conditions and completed the wagering requirements and was lucky enough to be left with a balance of £4255. I submitted 3 withdrawals on the same day totalling £4255. I was requested to submit various documentation including selfe pics of myself holding my ID and credit card used to make my deposit. I have submitted this documentation in a timely manner quite a number of days ago now and am still awaiting any news from the casino on when my withdrawal will be processed. Also for some reason which has not been explained when I have contacted their on line chat people my account has been blocked and I cannot gain access to my account. I cannot see for any reason why my withdrawals have not been processed yet and also why the casino have not given any reason for the delay or account blocking.

Posted on March 11, 2019.

Dear LMORDRICK,
I am sorry to hear this!
I will check your account now with the risk department and update you as soon as possible.
Thank you

Posted on March 12, 2019.

Dear LMORDRICK,
Please check your emails regarding your withdrawal.
Let me know if you have any questions about this.
Thanks!

AskGamblers
Posted on March 13, 2019.

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

lmordrick United Kingdom
Posted on March 14, 2019.

After 2 weeks of being messed around being asked for further documents to verify my account, which I have complied with to the letter.......I receive this email :-

Please be informed that after investigating your account, our security department has deemed that you undertook fraudulent activities to your advantage which is a clear breach of our Terms and Conditions.

In the event of any fraudulent activity, Genesis Global Ltd reserves the right to suspend or block a players’ account and void any winnings.

We invite you to read our general terms and conditions, particularly clauses number 12 & 14.3, and our Bonus Terms & Conditions, particularly clause 24.
https:­//G­ene­sis­Cas­ino.co­m/e­n/t­erm­san­dco­ndi­tions

Your account is now in limited state where you are able to log in and withdraw your balance.
After that, your account will be permanently blocked without the option of being reopened.

Please note that this decision is final.

If you are not satisfied with the outcome you should consider taking this matter to our independent alternative dispute resolution service via www.ibas-uk.com.


This is disgusting !! I haven't acted fraudulently in any way shape or form, I haven't broken any terms (they have not given me any specific reason). How can a company behave in this completely underhand way ??? I am a genuine customer opening a new account and having a good win and they are blatantly trying to not pay me out for this win. Shame on you Genesis !!! I really hope that you reconsider this extremely unfair and unjust action.

AskGamblers
Posted on March 14, 2019.

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

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