Beschwerde #112 Genesis Casino

Account Blocked, Ignored Emails, Wont Verify, Wont Pay

Von Natasha Z.

vor 6 Jahren

I signed up and deposited £100 at Genesis Casino on the 7th April take a £100 bonus. I managed to complete the wagering on this bonus and withdraw £2570. The casino emailed asking for KYC documents so I sent those off on the 12th April including selfies with hand written notes with their casino name on!
I emailed after 3 days to chase up as I had not heard anything but got no reply.
I emailed after 10 days to ask where my money was as I still hadn't been paid but got no reply.
I tried to log in to see if my money had been processed but I was blocked from accessing my account with no reason given.
I sent a final email on the evening of the 22nd giving Genesis 24 hours to pay me but got no reply, and no money.
I spoke to live chat on the 25th April and they said to me my documents hadn't even been looked at! How can a company take 2 weeks to verify some documents? I find their treatment of me so disrespectful and ignorant.
Live chat confirmed they do not need anymore documents from me. They also said my account was blocked for a routine check which I find odd.
I can only assume because I have won some money they are trying to go slow or find a way to not pay me.
This casino need exposed for what they do to winning customers.
I stumbled upon this website when looking for reviews on Genesis casino- I actually began to doubt they were a genuine casino based on how they have ignored my emails and not processed my money!
It is quite concerning to see so many other complaints listed on here.
Please are you able to help me get my £2570. Thank you.

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £2570

Diskussion

AskGamblers

• Support Team

vor 6 Jahren

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.

natzam

• Vereinigtes Königreich

vor 6 Jahren

The money finally arrived today. This can be closed and thank you for publishing my complaint, Ask Gamblers.
I find the treatment of me winning and the ignoring of all my emails absolutely disgusting behaviour from Genesis Casino. No apology, simply paid 5 weeks late and banned, not that I'd every play with them again!

Genesis Casino

• Representative

vor 6 Jahren

Hello NATZAM,

thank you for your patience.

Kindly note that we checked your account and we can see that the pending WIthdrawal was correctly paid out on 14/05/2020.

Please allow up to 5 working days to reach you, if you will still have any kind of issues, please do not hesitate to contact us and we would be more than happy to assist you.

Also please note that your account will remain blocked as per Casino decision, please refer to our Terms and Conditions accepted by yourself upon registration, clause 14.3. 'The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured.'

Feel free to contact us for any information request.

Regards,
Genesis Casino Team

AskGamblers

• Support Team

vor 6 Jahren

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.

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€.

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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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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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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

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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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