Beschwerde #9
Genesis Casino
Missing withdrawal, false information and responsible gambling issue
vor 7 Jahren
Hi this is a very long complaint with numerous parts so I'll explain from the start
On the 1st of November I try to make a withdrawal but I am told I need to send documents in . So I contact live support and ask them to lock my withdrawal so I don't reverse this was not a option so I ask for a time out ( at no stage did they suggest it ) so send in my driving license, a letter and bank card within a few minutes . The next day I contact live support to find my documents were not accepted ( every other casino accepted them ... ) and I had to send more documents and wait up to 72 hours for them to be accepted . Over the next 4 days they are constantly rejected until a manager finally sorts it for me via live chat ( despite for the past 4 days being told they can't do that )
So on the 4th November I try to withdraw via trustly as that only takes a few minutes to receive your money but I am told that I need to withdraw to my card ....
At first I am told that they casino works on a loop system so the first payment method I use needs to be the first payment method I withdraw to ??? So I pointed out that I deposited and withdrew numerous times before I even used my card via trustly so that's incorrect
I am then told I need to withdraw to my card as that's my only registered withdraw method .... i again show them a screen shot of my withdrawal page on there casino that shows trustly is a registered and vertified withdrawal method ???
I am then told that I need to withdraw to card as that's my main payment method again I show I have made more withdrawals and deposits via trustly than card so that's incorrect
I then soeak to a shift manager who said I couldn't withdraw via trustly as my last deposit was via bank transfer ...I explain that it shows on there casino as bank transfer but it's actually trustly I am told I am wrong ..... so I send a screenshot from my bank statement shown the deposit is trustly to which she replays yes you made a deposit via trustly / bank transfer ???
I am then told she doesn't know why I need to withdraw via card as it's a financial decision now ??
I contact live chat later that and ask to soeak to a manager I am told by the operator to email there complaints teams d a manager will contact me so I did that and a few hours later the customer service rep I spoke to on live chat was the person who replied to my complaint with a copy and paste answer ........
Anyways I made my withdrawal and it was processed on the 5th November . I contacted them on the 6th of November and asked for the ARN so my bank could trace and speed up the payment this request for rejected saying I need to wait 5 days before I could request that number ( there is no reason for this ) anyways it is now the 19th/11/18 and 19 days after I made my original request for a withdrawal and I still have no money ?
They have me the ARN code on the 16/11/18 which I gave to my bank who said they could find no payment and said I need to ask them company to recall the payment . I contacted genesis who once again. Say I need to wait
So my complaint is
1. I made a original withdrawAl for £700 on the 1/11/18 and still haven't received it ?
2. Numerous delay tactics and refusal to give ARN number for 10+ days makes me think the payment was never sent
3. Delayed vertification . And they wait time every time they rejected documents
4. False information and refusal to withdraw my money to trustly the only reason I can think of is if they withdrew to trustly the money would not be lost and I would have received it in minutes , withdrawal to card takes 3-5 business days and they just happened to lose my withdrawal ?? Hmmm
On the 1st of November I try to make a withdrawal but I am told I need to send documents in . So I contact live support and ask them to lock my withdrawal so I don't reverse this was not a option so I ask for a time out ( at no stage did they suggest it ) so send in my driving license, a letter and bank card within a few minutes . The next day I contact live support to find my documents were not accepted ( every other casino accepted them ... ) and I had to send more documents and wait up to 72 hours for them to be accepted . Over the next 4 days they are constantly rejected until a manager finally sorts it for me via live chat ( despite for the past 4 days being told they can't do that )
So on the 4th November I try to withdraw via trustly as that only takes a few minutes to receive your money but I am told that I need to withdraw to my card ....
At first I am told that they casino works on a loop system so the first payment method I use needs to be the first payment method I withdraw to ??? So I pointed out that I deposited and withdrew numerous times before I even used my card via trustly so that's incorrect
I am then told I need to withdraw to my card as that's my only registered withdraw method .... i again show them a screen shot of my withdrawal page on there casino that shows trustly is a registered and vertified withdrawal method ???
I am then told that I need to withdraw to card as that's my main payment method again I show I have made more withdrawals and deposits via trustly than card so that's incorrect
I then soeak to a shift manager who said I couldn't withdraw via trustly as my last deposit was via bank transfer ...I explain that it shows on there casino as bank transfer but it's actually trustly I am told I am wrong ..... so I send a screenshot from my bank statement shown the deposit is trustly to which she replays yes you made a deposit via trustly / bank transfer ???
I am then told she doesn't know why I need to withdraw via card as it's a financial decision now ??
I contact live chat later that and ask to soeak to a manager I am told by the operator to email there complaints teams d a manager will contact me so I did that and a few hours later the customer service rep I spoke to on live chat was the person who replied to my complaint with a copy and paste answer ........
Anyways I made my withdrawal and it was processed on the 5th November . I contacted them on the 6th of November and asked for the ARN so my bank could trace and speed up the payment this request for rejected saying I need to wait 5 days before I could request that number ( there is no reason for this ) anyways it is now the 19th/11/18 and 19 days after I made my original request for a withdrawal and I still have no money ?
They have me the ARN code on the 16/11/18 which I gave to my bank who said they could find no payment and said I need to ask them company to recall the payment . I contacted genesis who once again. Say I need to wait
So my complaint is
1. I made a original withdrawAl for £700 on the 1/11/18 and still haven't received it ?
2. Numerous delay tactics and refusal to give ARN number for 10+ days makes me think the payment was never sent
3. Delayed vertification . And they wait time every time they rejected documents
4. False information and refusal to withdraw my money to trustly the only reason I can think of is if they withdrew to trustly the money would not be lost and I would have received it in minutes , withdrawal to card takes 3-5 business days and they just happened to lose my withdrawal ?? Hmmm
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