Beschwerde #277 Genesis Casino

10 days later still no withdrawal

Von Peter A.

vor 4 Jahren

After pressing the withdrawal button for £350 at Genesis Casino I got an email stating I needed to verify my account straight away I uploaded my documents 3 days later I received an email asking for a picture of my debit card to complete verification so I went to log in and it said that I have self excluded something that I definitely did not do so I sent pictures of my debit card back through email I tried live chat several times but they just said that the department was dealing with the matter I the recieved an email stating my account was verified and any pending withdrawal will now go through another 5 days have passed my account is still blocked and I still have not received my money what is going on!!!!!

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £350

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear @Pumpkin123,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Genesis Casino

• Representative

vor 4 Jahren

Hi PUMPKIN123,

Kindly note that your Withdrawal was processed on the 10th of December 2021, Kindly wait 3-5 working days in order for balance to reflect onto your account, Should you have any other queries do not hesitate to contact us.

Regards,
Genesis Casino Team.

Genesis Casino

• Representative

vor 4 Jahren

Hi PUMPKIN123,

Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request.

Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we would like to apologize for any inconvenience this has caused.

We can see that your case has been forwarded to the relevant department and is in the process for review. Once they provide us with an update we will contact you accordingly.

Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist.

Regards,
Genesis Casino Team

Genesis Casino Beschwerde-Statistik

Gelöst 93 / 101

Durchschn. Betrag $2,821

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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Genesis - Verzoegerte auszahlung

Hallo,

Am Dienstag den 26. Mai fragte ich meine Verifizierung an und habe alle benötigten Dokumente hochgeladen. Nach 5 Tagen und mehreren Nachfragen meinerseits, erhielt ich die Nachricht, dass auf dem Screenshot meines Skrill Accounts die URL fehlt. Dies habe ich nachgereicht, sodass nach 3 weiteren Tagen die Verifizierung abgeschlossen worden ist.

Zeitgleich zum Verifizierungsprozess hatte ich am Donnerstag dem 28.05 einen größeren Gewinn über 2500€, welchen ich zur Auszahlung in das System einstellte. Nach Beendigung der Verifizierung, wurde diese noch immer nicht bearbeitet. Ich habe mich dann mehrmals im Chat gemeldet, welche die Auszahlung über einmal 1800€ und einmal 700€ bis Skrill priorisieren hatten.
Gestern am 03.06. kam es dann laut genesiscasino zu einem technischen Fehler bei der Auszahlung, woraufhin das Geld wieder auf meinem Spielerkonto war. Daraufhin beantragte ich die Auszahlung erneut über 1800 und 700€ via Skrill und kontaktierte den Support. Dieser versprach mir eine Auszahlung in maximal 24 Stunden.
Nachdem diese heute, nach den 24 Stunden, noch immer nicht durchgeführt worden ist, kontaktierte ich erneut den Support, welcher mir mitteilte, dass die Auszahlung noch heute raus gehen würde.

Eine Stunde nach dem Chat, stellte ich dann fest, dass die Auszahlung wieder zurück auf mein Konto gebucht worden ist. Sofort kontaktierte ich erneut den Chat, der Support teilte mir nun mit, dass es wohl ein Problem mit Skrill gebe. Nun solle ich bitte eine erneute Auszahlung beantragen, doch diesmal via Trustly. Hier fragte ich nochmal nach, denn meine Einzahlungen wurden per Skrill getätigt, daher würde eine Auszahlung bi Trustly ja eigentlich gegen die AGBs verstoßen.
Der Support meinte dann, dass dies kein Problem sei, da der Fehler bei genesiscasino liegt und sie würden die Auszahlung via Trustly sofort priorisieren.

Zusammengefasst warte ich nach dem extrem langen verifizierungsprozess erneut insgesamt 8 Tage auf die Auszahlungen von insgesamt 2500€ und habe leider das Gefühl, einfach nur noch hingehalten zu werden. Ständig passieren „technische“ Fehler, das Geld zurück in mein Spielerkonto gebucht wird.

Ich fordere nun letztmals eine sofortige Auszahlung von den insgesamt 2500€.

Gelöst

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Genesis - Auszahlungsverzoegerung 5288 EUR

Hallo,

ich habe mich am 03.05.2018 beim Genesiscasino registriert.
Ich habe ein paar Gewinne erzielen können und Auszahlungen im Wert von 5.288€ veranlasst.
Ich habe am am selben Tag gegen 19:00 Uhr alle benötigten Dokumente zur Verfügung gestellt.
Es ist eine maximale Auszahlungsdauer von 48 Stunden aufgeführt, für die Verifikation eine maximale Bearbeitungsdauer von 72 Stunden.

Es sind inzwischen 110 Stunden nichts erfolgt , auf E-Mails wird nicht geantwortet.

Es wäre schön wenn die Bearbeitung zeitnah erfolgen wird.

Vielen Dank.

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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?

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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.

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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

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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

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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

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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!

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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.

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