Beschwerde #299 Genesis Casino

Problems with withdrawal, running out of options

Von Sengz111

vor 4 Jahren

I have been trying to recieve both my winnings since the 6th of May. I won 160 on the 6th. Then 130 a couple of days later. I still haven't recieved payment. I've sent all necessary documents asked for. I've sent bank statements to prove that I haven't recieved any payments. I've been told to withdraw through trustly because they can't through my visa debit. To then be told to withdraw through my visa debit again. I don't know whats going on. Its just bk and fourth with no out come.

Unseriöses Casino Genesis Casino

Grund Abgelehnte Auszahlung

Betrag £160

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear @Sengz111,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Genesis Casino

• Representative

vor 4 Jahren

Hi SENGZ111,

Kindly note that your Withdrawal has been processed today. Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly,

Should you require further assistance do not hesitate to contact us, we are more than happy to help.

Regards,
Genesis Casino Team

Sengz111

vor 4 Jahren

OK. Yout saying that these were processed on the 24th and 28th May . I have been told since the 1st time that I tried to withdraw my winnings that it was being processed. To then be told its bk in my account. To take it out through trustly as its not working the visa debit. To do so for it to be declined yet again. Go then be told to take it out the way I paid into play. Which is visa debit. So I'll wait the 3.5 days. Then I will send bank statements yet again to prove I haven't recieved it when it doesn't come in my bank.

Genesis Casino

• Representative

vor 4 Jahren

Hi SENGZ111,

Kindly note that your Withdrawals were processed on the 24th of May and the 28th of May respectively.

Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly.

Should you have any other queries do not hesitate to contact us, we are more than happy to help.

Regards,
Genesis Casino Team

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

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