Missing withdrawal, false information and responsible gambling issue

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?

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.

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.

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

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

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!

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.

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.

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???