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Genesis Casino - Withdrawal troubles

RESOLVED
Complaint Info
Disputed casino Genesis Casino
Reason Delayed payment
Posted on July 14, 2020

Hi i have a withdrawal request of -601.70 GBP on Sun Jul 05 11:57:45 GMT 2020. From genesis casino and they don't want to pay out to my PayPal I trued contacting them several times by email and what replay I get is just to wait as they werifing the withdrawal I contacted them also by chat tge same answer that will be processed today or the latest tomorrow morning I cant even log in anymore to my account because they blocked itt as vhen I oppened this account username gyozo83 email address [email protected] on genesis casino I didn't realise that I already have an older account with them so the blocked the both account requested that the new account to be oppened they agree by email to reoppen itt but intead to opped my new account the old account has been reopen asked they why no reply .
I am contacting them every day but getting nowhere just the same ansver that I need to wait as will be processed soon just wait for the email confirmation. I cant log in to my account to make a screenshot of my gaming history but all the wining has been made from my deposit to my account no bonus credit given to my account
Practically they refusing to pay itt out telling me just to wait more.
Could you please help me to get the winning out
Thanks

Posted on July 18, 2020

No reply from genesis several email sent to them

AskGamblers
Posted on August 27, 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 August 27, 2020

Hello GYOZO83,

thanks for your patience.

Please note that we checked your account and we can see you have been informed about your Duplicate account on 15/07/2020.

In our email we can see we informed you about the terms and conditions breached and that your winnings have been confiscated due to this.

Some of the terms and conditions breached are clauses 4.7, 4.7.1 and 4.7.2:
4.7. You are only allowed one account on this Website. If you have more than one account, you must immediately inform us. Furthermore, only one account for each IP/household is allowed. If you open more than one account, any winnings on either account will be forfeited and all accounts may be closed
4.7.1. All transactions made from the Duplicate Account will be made void;
4.7.2. The company reserves the right to decide on Duplicate/Multiple accounts deposits by players and will be at the company’s sole discretion to decide the action taken.

We hope this clarifies everything, but please do not hesitate to contact us if any other information is needed.

Regards,
Genesis Casino Team

AskGamblers
Posted on August 27, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Genesis Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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