Beschwerde #27
Genesis Casino
£900 Withdrawal Delayed Unreasonably
vor 7 Jahren
In December 2018 I created an account with Genesis Casino and deposited funds of £200 with a Visa Debit Card ending in 1776.
I won £400 and requested to withdraw the funds. I received notification stating that my account required verification and I needed to provide them with documents to prove my identity. I supplied them with a driving license and proof of address which was approved. My withdrawal was processed and I received the funds in my account within 48 hours as expected. My Genesis Casino account balance was now at 0.00
Soon after this, I decided to switch banks from First Direct to NatWest as NatWest were offering £150 switching bonus. My account with First Direct was closed and my card ending in 1776 deactivated. I destroyed this card as is normal procedure.
Then, I returned towards the end of January and deposited just over £400 with my new card ending in 2737 and ended with £900 in my account. I attempted to withdraw these funds but was again met with the notification that I needed to verify my account with them which seemed strange as I had already successfully withdrawn funds from my account. However, I complied and sent them images of my card ending in 2737 to confirm ownership. This was approved. I requested to withdraw the funds on 2nd February 2019 and the card was approved within 48 hours.
I returned to the site on the Monday 4th February to check the progress of my withdrawal. It had not been processed. I contacted Live Chat and I was told they needed me to send in proof of the card ending in 1776. I told them that the account that related to that card had been closed and the card destroyed. They then told me to request a letter from my bank that states that the account has been closed and the card deactivated.
I thought this was strange. However, I sent them the email I received from First Direct confirming that my account had been closed and I also sent them a picture of the letter I received confirming the account was being switched from First Direct to NatWest. I was told this was not enough as nowhere did it mention the card ending in 1776. At this point I started to get really irritated.
I couldn't understand why they required proof of the card ending in 1776... The card was not used for the deposit I had made most recently. Therefore no money on the account related to the card ending in 1776. It related to 2737 which I had provided them with and had been approved. All other documents were approved also but for some reason I had to provide proof of 1776.
Anyway, by some stroke of luck, i found an old image of my card on my cloud account. Unfortunately this image had been edited to block out the last four digits on the front of the card. However, you could clearly see "1776" on the back of the card before the CVC.
I sent them these images and they declined... At this point I'm fuming because I've provided exactly what they want. So much of my time has been wasted over this. I just want the money withdrawn so I can close my account and never touch this despicable company again.
I contacted their Live Chat again and asked why it had been declined. They didn't tell me. They just said they now needed a bank statement from my card ending in 1776 showing the deposits being made. I'm very suspicious now. All of these sensitive documents they are requesting from me makes me think they're trying to commit identity fraud. A statement from my bank will take up to 7 working days to get to me. That will drag this out 7 days more when it's already been going on almost a week! I just want my money.
I will forward images to back up my statements above. Please help me.
I won £400 and requested to withdraw the funds. I received notification stating that my account required verification and I needed to provide them with documents to prove my identity. I supplied them with a driving license and proof of address which was approved. My withdrawal was processed and I received the funds in my account within 48 hours as expected. My Genesis Casino account balance was now at 0.00
Soon after this, I decided to switch banks from First Direct to NatWest as NatWest were offering £150 switching bonus. My account with First Direct was closed and my card ending in 1776 deactivated. I destroyed this card as is normal procedure.
Then, I returned towards the end of January and deposited just over £400 with my new card ending in 2737 and ended with £900 in my account. I attempted to withdraw these funds but was again met with the notification that I needed to verify my account with them which seemed strange as I had already successfully withdrawn funds from my account. However, I complied and sent them images of my card ending in 2737 to confirm ownership. This was approved. I requested to withdraw the funds on 2nd February 2019 and the card was approved within 48 hours.
I returned to the site on the Monday 4th February to check the progress of my withdrawal. It had not been processed. I contacted Live Chat and I was told they needed me to send in proof of the card ending in 1776. I told them that the account that related to that card had been closed and the card destroyed. They then told me to request a letter from my bank that states that the account has been closed and the card deactivated.
I thought this was strange. However, I sent them the email I received from First Direct confirming that my account had been closed and I also sent them a picture of the letter I received confirming the account was being switched from First Direct to NatWest. I was told this was not enough as nowhere did it mention the card ending in 1776. At this point I started to get really irritated.
I couldn't understand why they required proof of the card ending in 1776... The card was not used for the deposit I had made most recently. Therefore no money on the account related to the card ending in 1776. It related to 2737 which I had provided them with and had been approved. All other documents were approved also but for some reason I had to provide proof of 1776.
Anyway, by some stroke of luck, i found an old image of my card on my cloud account. Unfortunately this image had been edited to block out the last four digits on the front of the card. However, you could clearly see "1776" on the back of the card before the CVC.
I sent them these images and they declined... At this point I'm fuming because I've provided exactly what they want. So much of my time has been wasted over this. I just want the money withdrawn so I can close my account and never touch this despicable company again.
I contacted their Live Chat again and asked why it had been declined. They didn't tell me. They just said they now needed a bank statement from my card ending in 1776 showing the deposits being made. I'm very suspicious now. All of these sensitive documents they are requesting from me makes me think they're trying to commit identity fraud. A statement from my bank will take up to 7 working days to get to me. That will drag this out 7 days more when it's already been going on almost a week! I just want my money.
I will forward images to back up my statements above. Please help me.
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