Beschwerde #111 Genesis Casino

Verification pending for more than 15 days

Von Jean D.

vor 6 Jahren

I had put out a withdrawal request on 1st April, 2020. Which is still pending due to verification.

I have submitted 2 identity proofs one being my passport, 2 address proofs, 3 card proofs... 1 wallet proof... And yet they have not completed my verification. The site says verification will be done within 24 hours or max 72 hours.

After I first submitted my documents I got no email from them for additional documents required when I contacted the customer they informed me... Then I got the email.

I submitted the proofs again... Again no reply for more then 72 hours... I again contracted the customer service... One Marc said he will escalate the matter... No reply for 48 hours
...when I again contacted the customer service ... He escalated the matter an they requested the proofs to be resubmitted again.... Done that ....more than 72 hours have passed... No response from the verification team... Customer service kept saying 72 hours window.... It's 24 hours..max is 72... But even after 72 hours.. there is no response from the verification team.

It's 3 weeks since the withdrawal request.

Unseriöses Casino Genesis Casino

Grund Verifizierungsprobleme

Betrag €2100

Diskussion

AskGamblers

• Support Team

vor 6 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.

aminersdo

• Indien • 1 Bewertungen

vor 6 Jahren

Hi,

Laura from Customer Service at Genesis was with me for around 2 hours... in the morning. We got the verification process done with..

I confirm, I also got my withdrawal processed.

Thank you.

aminersdo

• Indien • 1 Bewertungen

vor 6 Jahren

It's about 2100 euros

AskGamblers

• Support Team

vor 6 Jahren

Dear @aminersdo,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint 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.

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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.

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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.
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Es wäre schön wenn die Bearbeitung zeitnah erfolgen wird.

Vielen Dank.

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