Beschwerde #224 Genesis Casino

Unpaid Withdrawal, delayed verification

Von John C.

vor 5 Jahren

Dear AskGamblers,

Thank you in advance for mediating in this matter.

My complaint concerns my case number #04570393 for User ID 10772198 which is still an open complaint with Genesis Casino.

On April 7th, I opened my account at Genesis Casino and deposited £100 via debit card, of which I have record via my banking app. I received the 100% bonus and after completing wagering requirements had over 1.5k remaining in cash. I requested to withdraw these funds, and the withdrawal appeared to be successful, however the next day, April 8th, I received an email asking me to provide selfies with my ID and bank card and a piece of paper with my User ID written on it. I didn’t think too much about these requests as I have had bookies and casinos in the past request similar documents after a sizeable win, and to be fair to Genesis Casino they state in their terms and conditions that these documents may be required.

I tried to log in to my account on the day that I received the email in order to upload these documents, however I discovered my account had been suspended due to a pending investigation. I sent these documents promptly by email to the address provided by Genesis Casino.

I have a record of all the emails that have been sent between myself and Genesis, along with screenshots that I feel will aid my case, which I am prepared to provide if necessary.

After submitting these documents, I heard nothing from the casino for almost a month. I checked my spam folder etc. during this time. I received nothing.

I did not chase the issue immediately as the casino warned in their initial email that chasing open cases will not help to further the process along. I presumed their process had been slow due to the pandemic, so I allowed added time for that.

I chased the issue on May 1st, sending the requested documents once again, assuming the documents might have been lost or might not have sent correctly the first time. I then received, on May 11th, basically the exact same email I had received on April 8th, demanding the same documents I had already sent. I assumed there might have been an issue with my initial documents, or that for some reason the email might not have sent, so I submitted these documents again, precisely as requested, reading the instructions very carefully, making sure everything was visible in the photographs, that the size requirements were met for each file and the correct number of digits were showing on the bank card, etc.

I have heard nothing back from the casino since this latest submission, not even a simple confirmation of receipt of the documents, even though I know, through my email provider, that the email and the documents were sent successfully.

After sending these documents again on May 11th, I waited until May 25th before sending my most recent email to Genesis Casino, stating I had done everything that had been requested of me, that I had given the casino enough time to resolve the issue, and that if I had not heard anything by the end of the week, I would pursue the complaint further using a mediating service like AskGamblers, before reporting the incident to IBAS.

It has been a week since I submitted this final email to Genesis Casino and I have still heard nothing from the casino regarding my case.

I would like, in the very least, to at least hear something from the casino regarding my case.

Regards,

John

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £1500

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.

jcbet22

• Vereinigtes Königreich

vor 4 Jahren

Thanks to everyone involved. As mentioned by Genesis Casino the case has now been settled, the withdrawal paid and the complaint can be closed.

AskGamblers

• Support Team

vor 4 Jahren

Dear @jcbet22,

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 JCBET22,

Thank you for contacting us, and we are very sorry to hear that you have encountered issues with the verification and your withdrawal requests.

Understanding your frustration, please let us point out that as a regulated casino, we are obliged to carry out all the necessary security checks on our players, as stated in our terms and conditions which all players agree to upon registration. Unfortunately, sometimes these checks can take a bit longer than anticipated, especially in times of high level of player contacts, and we apologize for any inconvenience this may have caused.

We have now been in contact with the relevant department, and can confirm that your withdrawal was paid out on 10/06/2021. Since this was a credit card withdrawal, it can normally take from 3-5 working days for the transaction to be processed by your bank. In the meantime, your account will remain closed without the possibility of re-opening, as per company's decision. Please refer to our terms and conditions.

Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist.

Kind 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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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.

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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 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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