Beschwerde #20 Genesis Casino

Slow withdrawal process

Von Tim Y.

vor 7 Jahren

I am having an issue with genesis casino.

My documents were verified on the 6th of December and I waited a week for the first withdrawal which didn't happen so I cancelled it and played with the funds. I then managed to win and made three separate withdrawals on The 14-12-18.
I have contacted them a number of times but I keep getting fobbed off with security checks.
The initial problem was that I used my wife's debit card as we use that as our joint account, this was sorted out with both my wife's and my i.d and she signed a form they sent us to accept I used the card. This was accepted and verified by genesis so I'm wondering what the hold up is now? The money is going back to the same debit card it came from? All in all I have been waiting on a withdrawal from the 6th of December?
Any assistance would be appreciated.

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Diskussion

AskGamblers

• Support Team

vor 7 Jahren

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Genesis Casino management in regards of this complaint to confirm and justify the casino actions. Unfortunately, the bank account used by player to place deposits, was not joint bank account, therefore the term #8.5, has been breached.

8.5. In relation to deposits and withdrawals of funds into and from Your Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you.

We would like to use this occasion and remind the player that it is extremely important to familiarize themselves with the specific terms and conditions of each and every casino before registering account, and/or of bonus terms before claiming them, since those are clearly stated on the casino website.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Lowestofttim

• Vereinigtes Königreich • 2 Bewertungen

vor 7 Jahren

Unfortunately it's not. It is in every aspect other than name as both sets of wages are transferred into this account each month.

I can prove that it was my money by showing you my bank details transfering the money into my wife's account each month for the last few years.

I now understand that it's against their terms and conditions but I certainly didn't at the time.
If I had of known I/we would have opened in my wife's name.

I still believe that information wasn't passed onto me correctly from genesis and will be taking this to the MGA and UKGC as a matter of principle.

AskGamblers

• Support Team

vor 7 Jahren

Dear @Lowestofttim,

AskGamblers Complaints Team is kindly asking you to explain whether the bank account is joint bank account or not? We would greatly appreciate if you could explain that to us. In addition, if it appears to be joint bank account, you would need to provide us with an evidence, proving that claim. Please send the evidence /if any/ directly to support@askgamblers.com. 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.

Lowestofttim

• Vereinigtes Königreich • 2 Bewertungen

vor 7 Jahren

Final thoughts from me

1. I was initially unaware of the issues regarding using my wife's debit card. If I had realised I would have used my debit card.

2. Once made aware I was firstly asked to fill out your third party form to enable my withdrawal of £50 profit and initial £250 deposits. At this point there was no mention of wrong doing and possibility of winnings being removed. I was simply asked to fill out the form to enable the withdrawal process and verify my account.

3. After completing the verification process including the third party authorisation form my account was verified by yourselves, thus leading me to believe my account was indeed verified and all above board. Again I was lead to believe the third party authorisation form was just as suggested an authorisation form.

4. At no point was I made aware that using the money in my genesis account was a problem, and future play was subject to winnings being removed. Even after daily chat to operators via the genesis website.

5. It then took two to three weeks to decide that you in fact decided not to accept my wife's debit card even though your verification process had already accepted it, this decision was only made after I had made a larger profit on my account.

6. This decision was only made after I had then made higher profits on my account. I believe that if the profit had remained £50 this would not have been an issue.

7. The money in my genesis account was being withdrawn into the same account (my wife's) as it was deposited from. So therefore not an issue.

8. The debit card in question is registered to the same address as myself and is used as a household account even though it's under my wife's name.

9. I have permission from my wife and yourselves to use this debit card.

10. I have been told several different reasons for the slow withdrawal process and at no point was it suggested that my winnings were in jeopardy.

11. I believe that if my profit margin was low or negative then you would not be using this extract from your terms and conditions to this effect.

12. The initial deposits rest in the genesis account in question less a fee of £25 for some reason.

13. To withdraw those funds I have simply been asked to request a withdrawal from my account, thus making the complete process a mockery.

14. Why was I allowed to cancel the initial withdrawal and continue to play if as you suggested I had broken the terms and conditions?

This ultimately has become about the way this has all been handled. I am not an expert gambler and visited the casino to have fun.
I believe the ethics and the lack of transparency from genesis have been questionable at best and I honestly believe that if that profit had stayed small it would have been accepted, the rules explained to me and we would have carried on just like a lot of other casinos do. ( I now know this as I'm fast becoming an expert on the rules and the way casino's use them)

I ask that askgamblers see that genesis are maybe correct as per the book (so I've learnt) but they are definitely not correct in the way this has been handled.

Genesis Casino Beschwerde-Statistik

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Durchschn. Betrag $2,821

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Durchschn. Antwortzeit 2 Tage

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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.
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Es wäre schön wenn die Bearbeitung zeitnah erfolgen wird.

Vielen Dank.

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