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Genesis Casino - No payout 2 months after win

RESOLVED
Complaint Info
Disputed casino Genesis Casino
Reason Delayed payment
Amount £ 1727
Posted on July 21, 2020

On May 26th I won £1727 at genesis casino they then asked me to upload supporting proof of identity which i sent on the 27th May. I was sent an email on the 2nd June confirming that my account had been verified and that my pending withdrawal would be processed ASAP. In the same time period I had won some money on the sister site casino cruise and from this point onwards I only received communication via the casinocruise email address so I assumed that they were verifiying on behalf of both accounts when they sent some very specific requests involving 3 different types of selfies AND for me to take pictures using all the same background AND a picture with passport, card and proof of address in the same shot. Once again, since being told on the 2nd June that my account had been verified with genesiscasino, I received zero communication from them until yesterday when i chased them up. The casino cruise winnings were paid out but genesis casino still have not.

Their reply yesterday was:

"Kindly note that your withdrawal is undergoing a routine check by the finance department, you will be contacted via email once the routine check is completed.

Please be advised that in some cases withdrawals can take longer than anticipated to be processed."

It has been 2 months, this is unacceptable. Please pay me my winnings ASAP as you outline in your emails. Sending more selfie requests is also not acceptable, you have 4 of them from me, my instagram page has less selfies of me.

AskGamblers
Posted on August 31, 2020

Dear all,

This complaint has been reopened as per Genesis Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on August 31, 2020

Hello HELPPLEASE2,

thank you for your patience.

Kindly note that we checked your account and we can see that your withdrawal has been correctly approved on the 30th of July 2020.

If you are still having any issues with it, please do not hesitate to contact us and we will be more than happy to assist you further.

Regards,
Genesis Casino Team

AskGamblers
Posted on August 31, 2020

Dear @helpplease2,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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