Genesis Casino - Weeks later still waiting on a promised refund

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lmea89 Schweden
Veröffentlicht am 18. Dezember 2018

After a few months of gambling problems I managed to register at this casino with exactly the same information I had on Vegas Hero (included in Genesis Global Limited). I was already self-excluded from the site due to gambling problems. I'm in a deep addiction where I can not handle my actions and managed to deposit 21,900 SEK at Genesis, also borrowed money.

I submitted a complaint on November 18th and 10 days later (November 28th) I received a message that they have decided to refund my deposits.
The said that my money would be on my account within 5 business days and no money has been placed on my bank 3 weeks later. I have been in contact with Genesis customer service several times but they don´t have no answers where my money is. I have also sent several proofs on my account statement that no money has been refunded. They say they take this seriously and sent it to the right department but nothing happens. I still get the same answer again that they dont know where the money is.

I feel very stressed about this situation and I hope AskGamblers can help me to solve this problem.

I have emailed screenshots to suppor­t@a­skg­amb­ler­s.com on my conversation with Genesis where they promise me repayment of deposits.

Best regards!

Veröffentlicht am 18. Dezember 2018

Dear LMEA89,
I have just chased this with the finance team. They then contacted the payment who confirmed that they processed the funds on 30/11/2018 however your bank did not process these funds until yesterday.
This is good news though as it means that the funds should be with you today, or at the very latest by the end of this week.
Please let me know if they have arrived safely.
Apologies for the delay and have a lovely week :)

lmea89 Schweden
Veröffentlicht am 18. Dezember 2018

Thank you very much for your quick response, I have received my refund now :)

Best regards,

AskGamblers
Veröffentlicht am 18. Dezember 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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