Beschwerde #170 Genesis Casino

Account locked with no indication of what is happening

Von Rebecca N.

vor 5 Jahren

I signed up to this casino and received their signup bonus, I adhered to all their terms and conditions of the offer and completed my wagering. I then processed a withdrawal for the amount of £845.00 on the 24/11/2020.

Since then my account has been locked, with no indication as to why, I have emailed them on the 26/11/2020 asking for an update and received a response on the 27/11/2020 with a generic reply as noted below;

"Thank you for your request and details.

We have forwarded this to the relevant department for investigation.

Please bear with us - we will get back to you as soon as possible.

Apologies for any inconvenience this might have caused and we greatly appreciate your ongoing patience and understanding given on this matter.

If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone.

Best Regards,

Maya
Casino Lab Support Team
support@CasinoLab.com"

I then received an email on the on the 14/12/2020 as seen below;

"Hello!

We would like to inform you that your account has been temporary limited as per a standard routine check.

We'll keep you updated and contact you back as soon as possible, once the check is finished.

Best Regards,

Casino Lab Support Team

support@CasinoLab.com"

Since then I have received no further information as to what is happening and when my withdrawal will be processed.

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £845

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear @wackynutley,

Upon reviewing your complaint AskGamblers Complaints Team found out that you have submitted complaint against wrong casino brand. Unfortunately, you chosen Genesis Casino, while your issue is actually related to CasinoLab, which has not yet even been presented and reviewed on AskGamblers.

Based on the above we have no other option but to Reject this complaint.

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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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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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.

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