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Genesis Casino - Verification pending for more than 15 days

RESOLVED
Complaint Info
Disputed casino Genesis Casino
Reason Verification issues
Amount € 2100
aminersdo India
Posted on April 22, 2020

I had put out a withdrawal request on 1st April, 2020. Which is still pending due to verification.

I have submitted 2 identity proofs one being my passport, 2 address proofs, 3 card proofs... 1 wallet proof... And yet they have not completed my verification. The site says verification will be done within 24 hours or max 72 hours.

After I first submitted my documents I got no email from them for additional documents required when I contacted the customer they informed me... Then I got the email.

I submitted the proofs again... Again no reply for more then 72 hours... I again contracted the customer service... One Marc said he will escalate the matter... No reply for 48 hours
...when I again contacted the customer service ... He escalated the matter an they requested the proofs to be resubmitted again.... Done that ....more than 72 hours have passed... No response from the verification team... Customer service kept saying 72 hours window.... It's 24 hours..max is 72... But even after 72 hours.. there is no response from the verification team.

It's 3 weeks since the withdrawal request.

AskGamblers
Posted on April 22, 2020

Dear @aminersdo,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

aminersdo India
Posted on April 22, 2020

It's about 2100 euros

aminersdo India
Posted on April 22, 2020

Hi,

Laura from Customer Service at Genesis was with me for around 2 hours... in the morning. We got the verification process done with..

I confirm, I also got my withdrawal processed.

Thank you.

AskGamblers
Posted on April 22, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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