Beschwerde #207 Genesis Casino

Verification delays and ultimately payment delays

Von Chris S.

vor 5 Jahren

Dear Sir or Madam,

Hopefully you can help me. I won roughly £570 on May 8th with Genesis casino. I made 2 withdrawals which went to pending

I was sent an email to verify my account. My account was then suspended.

I then struggled to get the verification information Genesis casino. They are also very difficult to contact the support chat is automated. There is a form I have filled in multiple times and the phone is an instant message.

I then found an email address for them on on Wednesday 13th May I sent them an email verifying my account.

I then received an email on Thursday 14th May advising that this is with there verification team.

It is now the 18th of May and after numerous emails and chat requests have had no further update from Genesis casino.

I have attached all of my email correspondence and can see that a number of people are having similar issue.

Any help you can give me resolving my complaint would be much appreciated.

Thanks

Chris

Unseriöses Casino Genesis Casino

Grund Verifizierungsprobleme

Betrag £570

Diskussion

AskGamblers

• Support Team

vor 5 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.

chrisdsim

• Vereinigtes Königreich

vor 5 Jahren

Hi

This was a very painful process with Genesis casino.

the online support team were extremely helpful once I got access back to the site.

However I have to say the support if you cant access the site and via email is terrible and should be reviewed.

To be fair to Genesis casino once I was verified and chased I got paid out very quickly.

However this took 2 weeks and was very stressful when you were getting no replies back for days.

Thanks

Chris

AskGamblers

• Support Team

vor 5 Jahren

Dear @chrisdsim,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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 5 Jahren

Hi CHRISDSIM,

Thank you for your review, and we are sorry to hear that you have experienced issues with your verification process.

Understanding your frustration, please let us point out that as a regulated casino, we are obliged to carry out all the necessary verification checks on our players. Unfortunately, this process can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we apologize for the inconvenience this delay might have caused.

We have now checked your account and can confirm that your account was verified on the 22/05/2021 and your three pending withdrawals were also set to be released on the same day. Given that it is a credit card withdrawal, please allow from 1 to 3 working days for the funds to arrive to your account.

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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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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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.

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