Beschwerde #106
Genesis Casino
Not refunding money and poor communication
vor 6 Jahren
On March 13 this year I've registered at Genesis Casino and made a deposit of 300.00 EUR (no bonus code). However, I was having some connectivity issues and didn't gamble at this casino that evening. Next day however I've decided that I do not wish to spend my money, as I've already spent a lot at different casino (I am a bit of problem gambler). So I've made a withdrawal request, however, after making it I've received a message from Genesis Casino team that "withdrawal request was declined due to the fact that your deposit was not fully wagered (at least 300 to complete wagering requirements). In accordance with our T&Cs, any deposits made into your Account should be commensurate with intended gameplay. If you do not wish to wager your deposit, we can refund your funds, but an admin fee will be charged as per our T&Cs."
In an email from Genesis Casino I was informed that this fee can be up to 10%. So I wrote them that I agree to pay this fee and asked them to refund my money. A member of Genesis Casino team wrote that "I will create a request for refund case for you right now, and we will manually credit the withdrawal for you. This may take up to 48 hours, we appreciate your patience on this. You will be emailed directly once we have completed the task for you."
And then I've waited. After not receiving refund I first contacted them by email on March 25. No reply.
On April 1 I've contacted them again and asked when can I expect my refund. I've received an email from Genesis Casino asking me "why you wish you to withdraw your funds without wagering?" but no information regarding refund. I've replied that "I just want my money back due to changed personal circumstances. I no longer wish to wager it. I agree to pay your administration fee because of your terms and conditions. Just please process the refund." No reply.
I was already quite annoyed after not receiving my refund when Genesis Casino promised to process it (and no apology from them, especially because I really need my money back, due to quarantine in my country and lower income) so I've decided to close my account. According to T&C, "Where the company or the player decides to close an account, the remaining real money funds shall be returned to the method of deposit originally used and an administration fee of 3% charged, with a minimum fee of €2.50 or equivalent in the players own currency.". So I emailed Genesis Casino that I closed my account and asked when can I expect my funds (300.00 EUR) minus administration fee. Next day I received two emails form them:
1) informing me that they "have now reached a conclusion from Risk department. We kindly require you to come on to our LiveChat when you are available and request for Risk to manually credit your withdrawal once you are chatting with an agent. They will then release your withdrawal immediately."
2) after a few minutes - email from their team member "We are sad to see you leave but we hope to see you again!" but again, no info regarding refund.
The problem is, I cannot come to their LiveChat obviously, as I no longer have an account. So I wrote them again inquiring when are they planning to release my money after account closure and also asked: "do you still need me to come to LiveChat, as per your previous letter? I am not sure if I can do that as I no longer have an account." Again, no reply.
I could provide my ID and proof of adress for KYC purposes, but they never asked for it.
I am very tired of this situation and am asking for your help.
In an email from Genesis Casino I was informed that this fee can be up to 10%. So I wrote them that I agree to pay this fee and asked them to refund my money. A member of Genesis Casino team wrote that "I will create a request for refund case for you right now, and we will manually credit the withdrawal for you. This may take up to 48 hours, we appreciate your patience on this. You will be emailed directly once we have completed the task for you."
And then I've waited. After not receiving refund I first contacted them by email on March 25. No reply.
On April 1 I've contacted them again and asked when can I expect my refund. I've received an email from Genesis Casino asking me "why you wish you to withdraw your funds without wagering?" but no information regarding refund. I've replied that "I just want my money back due to changed personal circumstances. I no longer wish to wager it. I agree to pay your administration fee because of your terms and conditions. Just please process the refund." No reply.
I was already quite annoyed after not receiving my refund when Genesis Casino promised to process it (and no apology from them, especially because I really need my money back, due to quarantine in my country and lower income) so I've decided to close my account. According to T&C, "Where the company or the player decides to close an account, the remaining real money funds shall be returned to the method of deposit originally used and an administration fee of 3% charged, with a minimum fee of €2.50 or equivalent in the players own currency.". So I emailed Genesis Casino that I closed my account and asked when can I expect my funds (300.00 EUR) minus administration fee. Next day I received two emails form them:
1) informing me that they "have now reached a conclusion from Risk department. We kindly require you to come on to our LiveChat when you are available and request for Risk to manually credit your withdrawal once you are chatting with an agent. They will then release your withdrawal immediately."
2) after a few minutes - email from their team member "We are sad to see you leave but we hope to see you again!" but again, no info regarding refund.
The problem is, I cannot come to their LiveChat obviously, as I no longer have an account. So I wrote them again inquiring when are they planning to release my money after account closure and also asked: "do you still need me to come to LiveChat, as per your previous letter? I am not sure if I can do that as I no longer have an account." Again, no reply.
I could provide my ID and proof of adress for KYC purposes, but they never asked for it.
I am very tired of this situation and am asking for your help.
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