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Genesis Casino - Not refunding money and poor communication

UNRESOLVED
Complaint Info
Disputed casino Genesis Casino
Reason Refund declined
Amount € 300
Posted on April 8, 2020

On March 13 this year I've registered at Genesis Casino and made a deposit of 300.00 EUR (no bonus code). However, I was having some connectivity issues and didn't gamble at this casino that evening. Next day however I've decided that I do not wish to spend my money, as I've already spent a lot at different casino (I am a bit of problem gambler). So I've made a withdrawal request, however, after making it I've received a message from Genesis Casino team that "withdrawal request was declined due to the fact that your deposit was not fully wagered (at least 300 to complete wagering requirements). In accordance with our T&Cs, any deposits made into your Account should be commensurate with intended gameplay. If you do not wish to wager your deposit, we can refund your funds, but an admin fee will be charged as per our T&Cs."
In an email from Genesis Casino I was informed that this fee can be up to 10%. So I wrote them that I agree to pay this fee and asked them to refund my money. A member of Genesis Casino team wrote that "I will create a request for refund case for you right now, and we will manually credit the withdrawal for you. This may take up to 48 hours, we appreciate your patience on this. You will be emailed directly once we have completed the task for you."

And then I've waited. After not receiving refund I first contacted them by email on March 25. No reply.
On April 1 I've contacted them again and asked when can I expect my refund. I've received an email from Genesis Casino asking me "why you wish you to withdraw your funds without wagering?" but no information regarding refund. I've replied that "I just want my money back due to changed personal circumstances. I no longer wish to wager it. I agree to pay your administration fee because of your terms and conditions. Just please process the refund." No reply.
I was already quite annoyed after not receiving my refund when Genesis Casino promised to process it (and no apology from them, especially because I really need my money back, due to quarantine in my country and lower income) so I've decided to close my account. According to T&C, "Where the company or the player decides to close an account, the remaining real money funds shall be returned to the method of deposit originally used and an administration fee of 3% charged, with a minimum fee of €2.50 or equivalent in the players own currency.". So I emailed Genesis Casino that I closed my account and asked when can I expect my funds (300.00 EUR) minus administration fee. Next day I received two emails form them:
1) informing me that they "have now reached a conclusion from Risk department. We kindly require you to come on to our LiveChat when you are available and request for Risk to manually credit your withdrawal once you are chatting with an agent. They will then release your withdrawal immediately."
2) after a few minutes - email from their team member "We are sad to see you leave but we hope to see you again!" but again, no info regarding refund.
The problem is, I cannot come to their LiveChat obviously, as I no longer have an account. So I wrote them again inquiring when are they planning to release my money after account closure and also asked: "do you still need me to come to LiveChat, as per your previous letter? I am not sure if I can do that as I no longer have an account." Again, no reply.

I could provide my ID and proof of adress for KYC purposes, but they never asked for it.

I am very tired of this situation and am asking for your help.

AskGamblers
Posted on May 7, 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 May 7, 2020

Hello IEVA,

Thanks a lot for your patience.

Please note that we checked your account and we can see that an email has been sent to you on the 18th of April, explaining step by step how to reach us, we hope this will help you.

In order to proceed with the refund, it is necessary for us to have a direct chat with you.

Do not hesitate to contact us for assistance or further clarification.

Regards,
Genesis Casino Team

Posted on May 8, 2020

Dear Genesis Casino team,

thank you for your reply. Please note that on 20nd April (Monday) around noon I contacted your Live Chat, as per instructions in your 18th April email. When I explained the situation to your employee and provided my login (email) and post code, he reactivated my closed account and told me to login and make a withdrawal request (please note that the amount of money in my account was not 300.00 EUR (my original deposit), but 270.00 EUR - I guess you already deducted your administration fee), which I did. Then I received the standard email that "Your withdrawal will be reviewed and processed within the next 48 hours, as per our withdrawal policy stated in our terms and conditions." I haven't received any further information from you. However, more than two weeks have passed since this time, and still I haven't received my refund.

Please resolve this situation as soon as possible.

AskGamblers
Posted on May 12, 2020

Dear Genesis Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

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