Beschwerde #37 Genesis Casino

Voided withdrawal due to retroactive account ''investigation''

Von dc77

vor 7 Jahren

I tried withdrawing around £1505 from my account (Unsure of exact amount as my account is now blocked) way back in December 2018

I received the attached email on December 2nd saying my account was verified now and any withdrawals would be processed.

I assumed from this all was fine and my withdrawal would be processed. Upon going through my bank statements yesterday I noticed this amount was never received and tried contacting Genesis via live chat, I was told I would need to wait and that they would email me. I had to chase this up via email and eventually got a reply.

See attached screenshot refusing to pay me and taking my winnings due to

'tampering with my date of birth' - whatever that is supposed to mean. I can only assume I've mis-entered when joining by error which is easy to do but I have proved my date of birth via my passport which they verified and confirmed in the 2nd December email, they never addressed this problem then?

I then went onto live chat to find out what was going on and they said there is no problem with my date of birth and they didn't know what was going on. See screenshot.

Genesis are refusing to co-operate further on this and just quoting a term where you have to enter correct information when registering. I've not deliberately provided any false information and have sent my passport/bank statement etc to verify myself, which they said was done and that my withdrawal would be processed. Why now they are backtracking I am unsure?

Please can you help resolve this as it's very unfair behaviour on the casinos part and I have to wonder if they'd be quite so quick to return money if I'd lost.

Unseriöses Casino Genesis Casino

Grund Abgelehnte Auszahlung

Diskussion

AskGamblers

• Support Team

vor 6 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.

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.

Genesis Casino

• Representative

vor 6 Jahren

Good morning DC77,

Thank for your patience.

After forwarding to AskGamblers all the evidence, we would like to kindly invite you to check our T&C accepted by yourself upon registration, in particular:
4.5. When you open Your Account You will be asked to provide us with personal information, including your name, date of birth, and appropriate contact details, including an address, telephone number and e-mail address ("Your Contact Details").
5.1.2. The details supplied when opening Your Account are correct.

For this reason please note that you deposit has been refunded and winnings voided.

Regards,
Genesis Casino Team

AskGamblers

• Support Team

vor 6 Jahren

This complaint has been reopened as per Genesis Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers

• Support Team

vor 7 Jahren

AskGamblers Complaints Team requested additional evidence and information from the Genesis Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

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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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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