Complaint #176 Genesis Casino

Delays with verification and paying out winnings

By Beans89

5 years ago

Message on forum

I deposited a total of £555 at Genesis Casino on 29th January 2021. I got lucky and won some money, and proceeded to request a withdrawal of £700 on the same day. Genesis emailed me asking for KYC documents so I uploaded these to my account on 31st January 2021 - these included a copy of my driving licence to cover both photo ID and proof of address, and I also sent in a copy of my debit card that I used to deposit (photo of both the front and back). This satisfies their requirements. Their website states that documents will be reviewed and accounts will be verified within 72hrs at the very latest. My photo ID and proof of address (the photo of my driving licence) got accepted immediately the second that I uploaded it to my account. The photo of my debit card however (photos of the front and back) went into "pending review" status and has been stuck there ever since. We are now a week on, so beyond the 72hrs that their T&Cs state, and still there has been no update on my account.

There has been no contact/emails from Genesis whatsoever (with the exception of the people I have spoken to on live chat) and it's now been over a week since the withdrawal was requested and a week since the verification documents were uploaded. My account has still not been verified and my withdrawal is still stuck on "pending". Genesis are breaching their own terms and conditions. I have no idea when my withdrawal will be released and the agents have no clue either it seems.

I first chased Genesis up via live chat on 3rd February 2021 to question why my account had still not been verified and why my withdrawal had still not been paid, and all they could say was that they were very busy and that the team would get in touch with me via email to confirm when my account had been verified. I asked for a timescale but they could not give me one, they just asked me to be patient. I have since been chasing the Genesis team up, again via live chat, on a daily basis since to ask for an update, but all I keep getting is an automatic response to say they are very busy and to be patient. I feel like I am being given the runaround. I have attached screenshots from today's chat with one of their staff members "Wiston".

How can a casino take this long to have a look at a photo of a debit card? It is unheard of. I find their treatment of me so disrespectful. This is not how you treat a player.

I am shocked to see so many similar complaints on this website (Ask Gamblers) in relation to Genesis Casino. It is very concerning.

The whole experience with them has been awful. I should not have to fight with them every single day to get what is rightfully mine. They had no problems nor any questions when taking money out of my account! Play fair Genesis Casino. It has been so stressful.

Please can you help me get my £700 that I am owed. Thank you.

Disputed Casino Genesis Casino

Reason Verification issues

Amount £700

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Beans89

5 years ago

Monies have now been received, thank you.

Genesis Casino

• Representative

5 years ago

Hi BEANS89,

Thank you for getting in touch with us, and we are sorry to hear that you have experienced issues with your verification and withdrawal request.

Understanding your frustration, please let us point out that as a regulated gaming company, we are obliged to carry out all the necessary checks on our players. As stated in our terms and conditons, which all customers accept upon registration, these checks can be performed either at the registration, deposit or withdrawal stage. Unfortunately, these checks can sometimes take a bit longer than anticipated, especially in times of high level of player contacts.

Rest assured that once all the checks are completed, any pending withdrawals would follow shortly after. In fact, we can see that your account verification was completed on the 8/02/2021, and your withdrawal of 700 GBP was also released also on the same day.

Given that it is a credit card withdrawal, please allow 1 to 3 working days for the funds to arrive to your bank account.

Should you have any further questions, please do not hesitate to contact us, we would be more than happy to assist!

Kind Regards,

Genesis Casino Team

Genesis Casino Complaint Stats

Resolved 92 / 99

Avg. Amount $2,376

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Genesis Casino Complaints

See all complaints for this casino

No response on my withdrawals

I have been playing with this casino for a while now and have had no issues up to now. I won quite big in November so ended up withdrawing £2000 on 23rd November and another £2000 on 24th November. I have contacted the casino multiple times, first on the live chat where I was told they were sorry for the delay and that there was an increase in withdrawal requests and that was the reason for the delay. I even offered to submit more documents if that’s what they needed, but was assured that as far as they could see, they didn’t need any further information from me.

Then the live chats no longer worked and I received an email stating they were leaving the uk market which alarmed me. I then proceeded to email the support team and was told it was getting looked into and I would receive an email ‘very soon

Fast forward to 4th January and they are no longer responding to my emails!! Still no reason as to why the withdrawals are still pending and I no longer have access to my online account. Luckily I took screenshots of the withdrawals or I think they would deny I had ever made them! I’m at a complete loss as to where to go from here?

Unresolved

£4,000

Excessively long time to process withdrawal

I initially applied for 2 withdrawals on 3rd December these were cancelled by the casino and funds were returned to my gaming account. They said it was a technical issue. They sent an email suggesting I do a new withdrawal request which I did on 4th December. This withdrawal is still pending. I have emailed them about 10 different times asking them what the issue is but they keep saying it is getting looked at by the department and sorry for any delay. Not once has a reason been given as to the long time I have been waiting. I am still waiting. Their terms and conditions state up to 5 working days which has been exceeded long ago.

Unresolved

£900

Withdrawal request

Dear Sir/Madam,

I have requested a withdraw on the 30/11/2022 and still no action from your side.

My account was previously verified and after I requested the funds you closed my account and requested all docs to be send to you once again. That was done immediately.

I have received an email that my account is now verified but my withdrawal still not processed and your casino just ignore my messages.

Attached my withdrawl request and hoping you can make a progress on my funds.

Unresolved

£5,287

Account closed without giving any reason

I've been using genesiscasino.com account for nearly one year. Recently I won some money in the game. When I tried to withdraw my money back to my bank account genesis casino asked for proof of funds, proof of identity and proof of address.

I've submitted all the documents they asked by mail and their website also.

And again they asked for different documents and I've submitted them too. I've been writing mails and mails to them regarding withdrawal and my account verification.

All of a sudden they closed my account today without giving any reasons

Unresolved

$2,429

Account access blocked

I opened an account with genesis and upon winning completed the verification. Process. I received an email saying that I could withdraw from my account to my nominated card.
Some days later I was still getting a responsible gambling pop up when trying to withdraw . They requested more paperwork which I had not been asked for. This time pay slips and an soi form. This was sent 12 days ago now and I am still unable to withdraw or even select the withdrawl option without a pop up stopping me. Every chat I go on leads to tye same request to be patient and wait for an email from the relevant department. I was told on chat yesterday to go back on at 9pm my time so that someone would be on shift that could sort it asap. And also that it may be fixed before then. When I went back on at 9pm I was told the same story again despite the previous chat telling me someone would fix it asap I'm now waiting again with no response. This was meant to be priority ten days ago here I am 13 days in no access to my account and unable to withdraw

Rejected

$3,546

Unable to cash out since the end of October

I have been waiting since Oct 27 to cash this $720 out and they have cited "technical issues" twice trying to get this money out. I've messaged their support and logged several complaints and have just been told that the relevant department has been notified and I have to wait. But this is really getting ridiculous.

And upon going in to check on the status on my withdrawal I was shocked to see my account has been closed! Unbelievable. I just want my cashout in a timely manner

Unresolved

$720

Over two months no withdrawal, kept waiting forever

I have been waiting over two months now for my withdrawal of €300 they have blocked my account I have been playing for years on genesis site and sister sites and I am fully verified on all of them. I am constantly emailing them but keep getting the same response that they are doing mandatory routine checks!

Resolved

€300

Money back

Hello, I had made an account and deposited over £1000 then I made a withdrawal for £400. I have sent all my documents to verify the account several times. It’s been 9 days and every day they just say that they're looking into it. I was also told that I had a self-excluded account so I asked why I was able to deposit all this money and questioned if this should be refunded. At this point, they haven’t paid me my small withdrawal and I don’t know how much longer this will take but it is getting ridiculous.

Resolved

£1,000

Withdrawal not getting processed and returned back to my casino account

I have placed several withdrawal requests through my Bank account as well with Skrill account both were canceled and the amount returned back to my casino account.

I was advised to make a withdrawal through my bank account as the way I deposited. I abide and did the same but on almost 3 to 4 occasions it was not processed and returned back to my account without any intimation.

I reached out to chat support where they have no clue why this is happening and again they were asking me to request a new withdrawal. Am explaining that I have made several withdrawals by this. One of the chat support members tried to reach the relevant departments and they were not helping the chat support member he help me with the email I’d to reach so.

I did email about 5 to 6 times and I get a response for one saying they were facing technical issues. I did reply back asking when can I place the request and when this will be fixed. As I have my Skrill account as well to process my withdrawal… it’s been 2 days now I did not get any response from them

Note: I have been using this site for about 5 years or more than that by now. I have made several withdrawals and deposits through bank and my Skrill account as well. But not sure what is wrong with them right now.

Resolved

15 days waiting for my withdrawals

I deposited 140 from my PayPal account and won 80 totally of 220 I submitted a withdrawal by 18th May 2022. I deposited from my bank again by 19th May 2022, 3860 pounds won 3140 pounds in total 7000 I did submit withdrawal by 19th of May 2022 in totally withdrawals 7220 pounds. They asked me to send them bank statement proof of ID proof of address I did send them they told me my account is verified by 20th of May 2022 my bank account, for the PayPal account they needed proof screenshot if I use the same bank account I using it and address because I used to different name my PayPal account I told them I did change my name legally but I did inform PayPal I did change my name legally I send the Deed Poll and PayPal told me still I can use or open a new account so that I still using it, then Genesis the asked me last one the legal change name < full name removed > I did send the after 2 days they asked me ID proof of my previous name I did send them but still not release my withdrawals yet. Even though I deposited 3860 pounds and won 3140 they verified by 20th of May not release what is going on???

Resolved

£7,220