Thank you in advance for mediating in this matter.
My complaint concerns my case number #04570393 for User ID 10772198 which is still an open complaint with Genesis Casino.
On April 7th, I opened my account at Genesis Casino and deposited £100 via debit card, of which I have record via my banking app. I received the 100% bonus and after completing wagering requirements had over 1.5k remaining in cash. I requested to withdraw these funds, and the withdrawal appeared to be successful, however the next day, April 8th, I received an email asking me to provide selfies with my ID and bank card and a piece of paper with my User ID written on it. I didn’t think too much about these requests as I have had bookies and casinos in the past request similar documents after a sizeable win, and to be fair to Genesis Casino they state in their terms and conditions that these documents may be required.
I tried to log in to my account on the day that I received the email in order to upload these documents, however I discovered my account had been suspended due to a pending investigation. I sent these documents promptly by email to the address provided by Genesis Casino.
I have a record of all the emails that have been sent between myself and Genesis, along with screenshots that I feel will aid my case, which I am prepared to provide if necessary.
After submitting these documents, I heard nothing from the casino for almost a month. I checked my spam folder etc. during this time. I received nothing.
I did not chase the issue immediately as the casino warned in their initial email that chasing open cases will not help to further the process along. I presumed their process had been slow due to the pandemic, so I allowed added time for that.
I chased the issue on May 1st, sending the requested documents once again, assuming the documents might have been lost or might not have sent correctly the first time. I then received, on May 11th, basically the exact same email I had received on April 8th, demanding the same documents I had already sent. I assumed there might have been an issue with my initial documents, or that for some reason the email might not have sent, so I submitted these documents again, precisely as requested, reading the instructions very carefully, making sure everything was visible in the photographs, that the size requirements were met for each file and the correct number of digits were showing on the bank card, etc.
I have heard nothing back from the casino since this latest submission, not even a simple confirmation of receipt of the documents, even though I know, through my email provider, that the email and the documents were sent successfully.
After sending these documents again on May 11th, I waited until May 25th before sending my most recent email to Genesis Casino, stating I had done everything that had been requested of me, that I had given the casino enough time to resolve the issue, and that if I had not heard anything by the end of the week, I would pursue the complaint further using a mediating service like AskGamblers, before reporting the incident to IBAS.
It has been a week since I submitted this final email to Genesis Casino and I have still heard nothing from the casino regarding my case.
I would like, in the very least, to at least hear something from the casino regarding my case.