Complaint #4
Genesis Casino
Went against their own T'c & C's and paid my withdrawal into the wrong account
7 years ago
I requested a withdrawal from genesis and spinit casinos (one group) on the 27th and 28th July respectively.
I requested both withdrawals to be paid to the bank account which I use to make deposits from
On 01 August 2018 I received my withdrawal from spinit in the requested account. When I did not receive the withdrawal from genesis i contacted support to let them know as it was weird given that both withdrawals was released by them at the same time.
I was advised by the agents that I need to wait 5business days before anything can be done. I then contacted you on Friday to notify you that my withdrawal has still not been received and that the five days elapsed something is definitely wrong. I was told again I need to wait until Monday.
Today after again not receiving my funds I demanded that it be investigated and I was informed by their payments team that they confirmed with my bank that the funds were received. Their payments team for some reason processed my genesis withdrawal to my old inactive fnb account and not my requested account as per the details I provided them with when requesting the withdrawal. I do not have access to this old account. as it is no longer in use. For the life of me I cannot understand why it was sent to this account and how they even got those account details if i have never ever made a deposit using that account. All deposits made to the casino was done using my active account details of which I provided them with when making the withdrawal.
As per their terms and conditions 9.2 (screenshot attached for your ease of reference) "withdrawals will be remitted ONLY to the same account from where the funds paid into the players account originated from unless a proof was provided that the payment method has been lost or cancelled".
All my deposits ever made with them was done with my active bank account which is the same account I requested the withdrawal to be sent to. So why is it that they sent my withdrawal to a completely different account. Their terms and conditions which is legally binding clear states that withdrawals will only be remitted to the same account where the deposits originated from. So why did they not uphold their own terms and conditions? Why was my withdrawal sent to an inactive account which I do not have access to and where absolutely no deposit was ever made from? Why is it that their payments team went directly against their own terms and conditions? At no point did I tell them to process my withdrawal to my that old bank account and as per their terms and conditions at no point did I provide them with proof that my deposit method was cancelled or lost. So what in the world would possess them to make this great error?
These are all questions that the support nor payments team at Genesis refuses to answer. And I am simply told that its being investigated and will take 24 to 48 hours for me to receive feedback. Nothing is dealt with priority at their group of casinos which they do support for. When requesting to speak to a manager in order to get a progress update and get the issue resolved I am told managers do not speak to players via chat or telephone and will only respond via emai. I then sent an e-mail specifically addressed to management and I got a reply from a mere agent once again telling me they don't have access to my case and I will need to wait for the investigatio. to be completed before anyone is able to speak to me.
It is beyond disgusting to see how they handle issues especially give. that this was a great error on their end done by their payments team yet nothing is dealt with priority nor a sense of urgency in order to rectify their own errors
They are by far the worst casino support I have ever dealt with
I requested both withdrawals to be paid to the bank account which I use to make deposits from
On 01 August 2018 I received my withdrawal from spinit in the requested account. When I did not receive the withdrawal from genesis i contacted support to let them know as it was weird given that both withdrawals was released by them at the same time.
I was advised by the agents that I need to wait 5business days before anything can be done. I then contacted you on Friday to notify you that my withdrawal has still not been received and that the five days elapsed something is definitely wrong. I was told again I need to wait until Monday.
Today after again not receiving my funds I demanded that it be investigated and I was informed by their payments team that they confirmed with my bank that the funds were received. Their payments team for some reason processed my genesis withdrawal to my old inactive fnb account and not my requested account as per the details I provided them with when requesting the withdrawal. I do not have access to this old account. as it is no longer in use. For the life of me I cannot understand why it was sent to this account and how they even got those account details if i have never ever made a deposit using that account. All deposits made to the casino was done using my active account details of which I provided them with when making the withdrawal.
As per their terms and conditions 9.2 (screenshot attached for your ease of reference) "withdrawals will be remitted ONLY to the same account from where the funds paid into the players account originated from unless a proof was provided that the payment method has been lost or cancelled".
All my deposits ever made with them was done with my active bank account which is the same account I requested the withdrawal to be sent to. So why is it that they sent my withdrawal to a completely different account. Their terms and conditions which is legally binding clear states that withdrawals will only be remitted to the same account where the deposits originated from. So why did they not uphold their own terms and conditions? Why was my withdrawal sent to an inactive account which I do not have access to and where absolutely no deposit was ever made from? Why is it that their payments team went directly against their own terms and conditions? At no point did I tell them to process my withdrawal to my that old bank account and as per their terms and conditions at no point did I provide them with proof that my deposit method was cancelled or lost. So what in the world would possess them to make this great error?
These are all questions that the support nor payments team at Genesis refuses to answer. And I am simply told that its being investigated and will take 24 to 48 hours for me to receive feedback. Nothing is dealt with priority at their group of casinos which they do support for. When requesting to speak to a manager in order to get a progress update and get the issue resolved I am told managers do not speak to players via chat or telephone and will only respond via emai. I then sent an e-mail specifically addressed to management and I got a reply from a mere agent once again telling me they don't have access to my case and I will need to wait for the investigatio. to be completed before anyone is able to speak to me.
It is beyond disgusting to see how they handle issues especially give. that this was a great error on their end done by their payments team yet nothing is dealt with priority nor a sense of urgency in order to rectify their own errors
They are by far the worst casino support I have ever dealt with
Screenshot
