Beschwerde #262 Genesis Casino

Stalling on account verification and withdrawal

Von Snoopy_dr

vor 4 Jahren

I requested a withdrawl from this casino over 2 weeks ago now.

Having previously made withdrawals, I didn't expect any issues. But after 3 days, I contacted the casino, it was at this point they told me I needed some extra verification. They didn't tell me that though until I chased them up and in their terms and conditions, they state, anything under £2300, won't need verification.

Unfortunately, in the time it took for me to discover this, I had lost my bank card.

Since then I have a new bank card, and have provided them all the details showing the new card relates to the same bank account, but they always take 3 days to review the documents.

Please help me, this has been very stressful and caused me hardship because I spent money that I otherwise wouldn't have spent, in the expectation of receiving my withdrawals in the 1-3 working days as stated in their terms and conditions

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £2200

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Snoopy_dr

vor 4 Jahren

Having not uploaded any more information since their previous response, I received the funds yesterday.
I have had to see a doctor for depression because the stress the delayed payment has caused me. I was able to clear mt debts yesterday, but they were debts I shouldn't have had.
They have made me ill, and I am going to inform the sites linking to Genisis of my experience, the companies that provide their software and the gambling authorities they are registered with.
I can't believe it is acceptable to take peoples money, without informing them they need to verify their identity in order to withdrawl from the site and that they say the funds will be in the players account in 72 hours, and it takes the player to contact them because they haven't received the money in the stated period, to find out they won't be getting the money because their account hasn't been verified.
Look at the casinos reviews on trust pilot, this is a common occurance.
I am very grateful to askgamblers.com, because since making this complaint they have been much more responsive.
That being said, you will let yourselves down if you continue to promote Genisis Casino.

AskGamblers

• Support Team

vor 4 Jahren

Dear @Snoopy_dr,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required information has already been provided to the Genesis Casino team 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. Should you refuse sending the required information or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Genesis Casino

• Representative

vor 4 Jahren

Hi SNOOPY_DR,

Please be informed that the transaction history that you have uploaded yesterday, is missing some of the required information that we have asked for, and this is the name and bank URL as this picture was a screenshot.

As stated in our previous emails we require or a clear bank letter stating that the card ending in 0410 is not in use any longer, or else a bank statement showing a deposit being made to our casino containing your account number, name, and the URL if the photo is a screenshot.

We have sent you another email with this information, kindly upload the needed document at your earliest convenience.

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.
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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.

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Es wäre schön wenn die Bearbeitung zeitnah erfolgen wird.

Vielen Dank.

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