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Genesis Casino - Delayed withdrawal for 72 hours

GELÖST
Beschwerde-Info
Unseriöses Casino Genesis Casino
Grund Verzögerte Auszahlung
Betrag £ 51
Veröffentlicht am 25. November 2019

I made a withdrawal request on 20th November at 23.40pm for £51. I am yet to have it processed and the terms and conditions state up to 48 hours but we are now at 72 hours post withdrawal request.
I have tried to contact by telephone and live chat to be told to wait patiently but I cannot be given a time scale!!
Can you please contact on my behalf and find out what the delay is and get my withdrawal processed for me.
They are breaching their own terms and conditions and my withdrawal is stuck on pending at the moment and I have no idea when it will be processed and neither do the agents.
Attached is my pending withdrawal 72 hours after requesting it, 24 hours over the stated time to process it.
Thanks

Veröffentlicht am 25. November 2019

I would like to update to say my withdrawal has been processed after 4 days.
I have however closed my account as I found the whole process too long and the agents very unhelpful.
Judging by the many reviews i have read online, other customers have gone through the same thing. Genesis Casino seem to make their own rules.
Thank you for publishing

AskGamblers
Veröffentlicht am 25. November 2019

Dear @kerrysavon.enfield,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know when you get the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Veröffentlicht am 28. November 2019

Hi KERRYSAVON.ENFIELD and Askgamblers,

we confirm that the withdrawal has been approved after the verification process.

As per our T&C, accepted by the customer upon registration: '5.5. The identity of the player will be verified upon registration, deposit and/or withdrawal as required by regulations.'

Regards,
Genesis Casino Team

AskGamblers
Veröffentlicht am 28. November 2019

Dear @kerrysavon.enfield,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Veröffentlicht am 29. November 2019

I've finally received my withdrawal. My account is now closed. Thanks ask gamblers

AskGamblers
Veröffentlicht am 29. November 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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