I initially applied for 2 withdrawals on 3rd December these were cancelled by the casino and funds were returned to my gaming account. They said it was a technical issue. They sent an email suggesting I do a new withdrawal request which I did on 4th December. This withdrawal is still pending. I have emailed them about 10 different times asking them what the issue is but they keep saying it is getting looked at by the department and sorry for any delay. Not once has a reason been given as to the long time I have been waiting. I am still waiting. Their terms and conditions state up to 5 working days which has been exceeded long ago.
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Dear Genesis Casino,
Please let us know if there are any updates regarding this ongoing complaint.
Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Thanks in advance for your cooperation.
I have contacted the complaints department for the 2nd time as they are obviously not processing my withdrawal. They have not given any reasons for not processing my request or asked for any information. This is terrible customer service.
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