Beschwerde #33 Genesis Casino

Payments totaling £24,000 not being processed as per their own payment terms

Von riggy101

vor 7 Jahren

Dear Sir / Madam,

I am writing to you to raise an issue about: online casino breaking terms and conditions regarding withdrawal timeframes

Www.genesiscasino.com

The issue that I have experienced was: I won £24,000 and validated my account to which they confirmed my account was validated.

The day after this, they said that my account was not validated and I had to send in more documentation; I did this.

They then didn’t process any withdrawals for a couple of days and have now given me the timeline of:

22/03/2019 - 1,900.00 GBP

23/03/2019 - 1,900.00 GBP

24/03/2019 - 1,900.00 GBP

31/03/2019 - 1,900.00 GBP

07/04/2019 - 1,860.00 GBP

08/04/2019 - 1,900.00 GBP

09/04/2019 - 1,900.00 GBP

To get the funds - this is when they will process the money into my bank.

This is still missing over £5k worth of withdrawals and is taking longer than their terms and conditions state it should take to withdraw that money. They’re very unhelpful on chat and always say ‘we’ll look into it’ and never get back to you!

My first withdrawal was put in on the 12/03 and as per their terms and conditions it’s a £5.5k per week limit. So to receive £24k back it should take at most 5 weeks. The timeframe they have given is taking longer than 5 weeks and it is still missing over £5k worth of withdrawals which they don’t know when I will get!

I also placed a £504 blackjack hand that didn’t allow me the option of taking another card; they said they’d investigate it and pass it to the game developer but they never have got back to me.

I have since closed my account with genesis, I requested them to close it because of how I was being treated and they have sent me an email to say it has been closed due to responsible gambling; I never said that!

It occurred between 12/03/2019 and 16/03/2019.

This meant that They’re taking too long to process my withdrawals and aren’t acting on investigating a £504 blackjack hand that didn’t allow me to hit on a 7, it stood and didn’t give me the option of whether or not I wanted to take another card (I obviously would have I wasn’t in a loosing position!)

What I want is for My withdrawals to be processed as per their terms and conditions and for the £504 blackjack hand to be refunded. I also want the reason for my account closure to be shown as their fault not because I have a gambling issue! I never once said that to them and don’t!

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £24000

Diskussion

AskGamblers

• Support Team

vor 7 Jahren

Dear @riggy101,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Genesis Casino

• Representative

vor 7 Jahren

Dear RIGGY101,

Thank you for contacting us.

Please be advised that all of your pending withdrawals have scheduled release dates as per our Terms and Conditions. I have investigated the amount you claim to be missing (5000GBP) but can confirm there are no missing withdrawal amounts.

Please be advised that when requesting withdrawals initially on 12.03.2019 - 6 of these requests were cancelled. When you cancel and re-request withdrawals, this means that the processing time starts again from scratch which is why you may feel these withdrawals have been pending longer than you would hope for.

Regarding your blackjack issue - I am afraid I cannot see when this was escalated to us. Please can you tell me the date/method in which you informed us of this so I can trace that for you?

Kind regards :)

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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Genesis - Auszahlungsverzoegerung 5288 EUR

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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Then the live chats no longer worked and I received an email stating they were leaving the uk market which alarmed me. I then proceeded to email the support team and was told it was getting looked into and I would receive an email ‘very soon

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Withdrawal request

Dear Sir/Madam,

I have requested a withdraw on the 30/11/2022 and still no action from your side.

My account was previously verified and after I requested the funds you closed my account and requested all docs to be send to you once again. That was done immediately.

I have received an email that my account is now verified but my withdrawal still not processed and your casino just ignore my messages.

Attached my withdrawl request and hoping you can make a progress on my funds.

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Account closed without giving any reason

I've been using genesiscasino.com account for nearly one year. Recently I won some money in the game. When I tried to withdraw my money back to my bank account genesis casino asked for proof of funds, proof of identity and proof of address.

I've submitted all the documents they asked by mail and their website also.

And again they asked for different documents and I've submitted them too. I've been writing mails and mails to them regarding withdrawal and my account verification.

All of a sudden they closed my account today without giving any reasons

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I opened an account with genesis and upon winning completed the verification. Process. I received an email saying that I could withdraw from my account to my nominated card.
Some days later I was still getting a responsible gambling pop up when trying to withdraw . They requested more paperwork which I had not been asked for. This time pay slips and an soi form. This was sent 12 days ago now and I am still unable to withdraw or even select the withdrawl option without a pop up stopping me. Every chat I go on leads to tye same request to be patient and wait for an email from the relevant department. I was told on chat yesterday to go back on at 9pm my time so that someone would be on shift that could sort it asap. And also that it may be fixed before then. When I went back on at 9pm I was told the same story again despite the previous chat telling me someone would fix it asap I'm now waiting again with no response. This was meant to be priority ten days ago here I am 13 days in no access to my account and unable to withdraw

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