Beschwerde #179 Genesis Casino

Delays with verification and paying out winnings

Von Beans89

vor 5 Jahren

I deposited a total of £555 at Genesis Casino on 29th January 2021. I got lucky and won some money, and proceeded to request a withdrawal of £700 on the same day. Genesis emailed me asking for KYC documents so I uploaded these to my account on 31st January 2021 - these included a copy of my driving licence to cover both photo ID and proof of address, and I also sent in a copy of my debit card that I used to deposit (photo of both the front and back). This satisfies their requirements. Their website states that documents will be reviewed and accounts will be verified within 72hrs at the very latest. My photo ID and proof of address (the photo of my driving licence) got accepted immediately the second that I uploaded it to my account. The photo of my debit card however (photos of the front and back) went into "pending review" status and has been stuck there ever since. We are now a week on, so beyond the 72hrs that their T&Cs state, and still there has been no update on my account.

There has been no contact/emails from Genesis whatsoever (with the exception of the people I have spoken to on live chat) and it's now been over a week since the withdrawal was requested and a week since the verification documents were uploaded. My account has still not been verified and my withdrawal is still stuck on "pending". Genesis are breaching their own terms and conditions. I have no idea when my withdrawal will be released and the agents have no clue either it seems.

I first chased Genesis up via live chat on 3rd February 2021 to question why my account had still not been verified and why my withdrawal had still not been paid, and all they could say was that they were very busy and that the team would get in touch with me via email to confirm when my account had been verified. I asked for a timescale but they could not give me one, they just asked me to be patient. I have since been chasing the Genesis team up, again via live chat, on a daily basis since to ask for an update, but all I keep getting is an automatic response to say they are very busy and to be patient. I feel like I am being given the runaround. I have attached screenshots from today's chat with one of their staff members "Wiston".

How can a casino take this long to have a look at a photo of a debit card? It is unheard of. I find their treatment of me so disrespectful. This is not how you treat a player.

I am shocked to see so many similar complaints on this website (Ask Gamblers) in relation to Genesis Casino. It is very concerning.

The whole experience with them has been awful. I should not have to fight with them every single day to get what is rightfully mine. They had no problems nor any questions when taking money out of my account! Play fair Genesis Casino. It has been so stressful.

Please can you help me get my £700 that I am owed. Thank you.

Unseriöses Casino Genesis Casino

Grund Verifizierungsprobleme

Betrag £700

Diskussion

AskGamblers

• Support Team

vor 5 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.

Beans89

vor 5 Jahren

Monies have now been received, thank you.

Genesis Casino

• Representative

vor 5 Jahren

Hi BEANS89,

Thank you for getting in touch with us, and we are sorry to hear that you have experienced issues with your verification and withdrawal request.

Understanding your frustration, please let us point out that as a regulated gaming company, we are obliged to carry out all the necessary checks on our players. As stated in our terms and conditons, which all customers accept upon registration, these checks can be performed either at the registration, deposit or withdrawal stage. Unfortunately, these checks can sometimes take a bit longer than anticipated, especially in times of high level of player contacts.

Rest assured that once all the checks are completed, any pending withdrawals would follow shortly after. In fact, we can see that your account verification was completed on the 8/02/2021, and your withdrawal of 700 GBP was also released also on the same day.

Given that it is a credit card withdrawal, please allow 1 to 3 working days for the funds to arrive to your bank account.

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

Kind 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€.

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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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