Complaint #20 Genesis Casino

Slow withdrawal process

By Tim Y.

7 years ago

I am having an issue with genesis casino.

My documents were verified on the 6th of December and I waited a week for the first withdrawal which didn't happen so I cancelled it and played with the funds. I then managed to win and made three separate withdrawals on The 14-12-18.
I have contacted them a number of times but I keep getting fobbed off with security checks.
The initial problem was that I used my wife's debit card as we use that as our joint account, this was sorted out with both my wife's and my i.d and she signed a form they sent us to accept I used the card. This was accepted and verified by genesis so I'm wondering what the hold up is now? The money is going back to the same debit card it came from? All in all I have been waiting on a withdrawal from the 6th of December?
Any assistance would be appreciated.

Disputed Casino Genesis Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Genesis Casino management in regards of this complaint to confirm and justify the casino actions. Unfortunately, the bank account used by player to place deposits, was not joint bank account, therefore the term #8.5, has been breached.

8.5. In relation to deposits and withdrawals of funds into and from Your Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you.

We would like to use this occasion and remind the player that it is extremely important to familiarize themselves with the specific terms and conditions of each and every casino before registering account, and/or of bonus terms before claiming them, since those are clearly stated on the casino website.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Lowestofttim

• United Kingdom • 2 reviews

7 years ago

Unfortunately it's not. It is in every aspect other than name as both sets of wages are transferred into this account each month.

I can prove that it was my money by showing you my bank details transfering the money into my wife's account each month for the last few years.

I now understand that it's against their terms and conditions but I certainly didn't at the time.
If I had of known I/we would have opened in my wife's name.

I still believe that information wasn't passed onto me correctly from genesis and will be taking this to the MGA and UKGC as a matter of principle.

AskGamblers

• Support Team

7 years ago

Dear @Lowestofttim,

AskGamblers Complaints Team is kindly asking you to explain whether the bank account is joint bank account or not? We would greatly appreciate if you could explain that to us. In addition, if it appears to be joint bank account, you would need to provide us with an evidence, proving that claim. Please send the evidence /if any/ directly to support@askgamblers.com. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Lowestofttim

• United Kingdom • 2 reviews

7 years ago

Final thoughts from me

1. I was initially unaware of the issues regarding using my wife's debit card. If I had realised I would have used my debit card.

2. Once made aware I was firstly asked to fill out your third party form to enable my withdrawal of £50 profit and initial £250 deposits. At this point there was no mention of wrong doing and possibility of winnings being removed. I was simply asked to fill out the form to enable the withdrawal process and verify my account.

3. After completing the verification process including the third party authorisation form my account was verified by yourselves, thus leading me to believe my account was indeed verified and all above board. Again I was lead to believe the third party authorisation form was just as suggested an authorisation form.

4. At no point was I made aware that using the money in my genesis account was a problem, and future play was subject to winnings being removed. Even after daily chat to operators via the genesis website.

5. It then took two to three weeks to decide that you in fact decided not to accept my wife's debit card even though your verification process had already accepted it, this decision was only made after I had made a larger profit on my account.

6. This decision was only made after I had then made higher profits on my account. I believe that if the profit had remained £50 this would not have been an issue.

7. The money in my genesis account was being withdrawn into the same account (my wife's) as it was deposited from. So therefore not an issue.

8. The debit card in question is registered to the same address as myself and is used as a household account even though it's under my wife's name.

9. I have permission from my wife and yourselves to use this debit card.

10. I have been told several different reasons for the slow withdrawal process and at no point was it suggested that my winnings were in jeopardy.

11. I believe that if my profit margin was low or negative then you would not be using this extract from your terms and conditions to this effect.

12. The initial deposits rest in the genesis account in question less a fee of £25 for some reason.

13. To withdraw those funds I have simply been asked to request a withdrawal from my account, thus making the complete process a mockery.

14. Why was I allowed to cancel the initial withdrawal and continue to play if as you suggested I had broken the terms and conditions?

This ultimately has become about the way this has all been handled. I am not an expert gambler and visited the casino to have fun.
I believe the ethics and the lack of transparency from genesis have been questionable at best and I honestly believe that if that profit had stayed small it would have been accepted, the rules explained to me and we would have carried on just like a lot of other casinos do. ( I now know this as I'm fast becoming an expert on the rules and the way casino's use them)

I ask that askgamblers see that genesis are maybe correct as per the book (so I've learnt) but they are definitely not correct in the way this has been handled.

Genesis Casino Complaint Stats

Resolved 93 / 99

Avg. Amount $2,311

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Genesis Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 86 out of 90 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 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.

Resolved

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