Beschwerde #22 Genesis Casino

Withdrawal still not completed

Von Daveyard94

vor 7 Jahren

I deposited with genesis on the 25th of December and won some money. I deposited with my debit card ending 8916 and attempted to deposit back to my bank account. a couple of days later I submitted all documents to verify my account. on numerous occasions a couple of my documents were declined despite me sending sufficient documentation. after getting in touch with your customer chat team, eventually my account was fully verified on the 31st of December 2018. I thought fantastic. I got back in touch via chat and asked when my withdrawal would be processed. prior to being verified I was told the withdrawal I had requested back to my bank account could not be approved due to this needing to be sent to the original deposit method. completely understandable to I requested this to go back to the original payment method debit card ending 8916. moving on, I got back in touch to ask when my withdrawal would be processed. I was told three days from having your account verified. the reason for this complaint is we are now on the 02/01/2019 and I have still not received a email telling me my withdrawal has been approved or released. I got back in touch with you on the 01/01/2019 and was told this would be completed on the 02/01/2019 however after getting in touch with several live chat agents, I have now been informed it is being reviewed by the 'security team' I asked why this was as I am being given no explanation. Your live chat agents told me this was standard procedure, fair enough. however I asked when this was likely to be completed and I am now being told they have no information or lead time. I have had nothing but problems since attempting to withdraw and this nothing short of unfair. Id like to know when my winnings will be released please.

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £362.43

Diskussion

AskGamblers

• Support Team

vor 7 Jahren

Dear @Daveyard94,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Genesis Casino

• Representative

vor 7 Jahren

Hi DAVEYARD94,
Yes that's correct :)
If you need anything else please let me know
Congrats on your win!

Daveyard94

• Vereinigtes Königreich

vor 7 Jahren

Just spoke with deno on chat he said its been approved and will be paid this evening is this correct?

Genesis Casino

• Representative

vor 7 Jahren

Dear DAVEYARD94,
Thanks for the speedy reply!
I will speak to the payments team now and ask that they process your withdrawal as soon as possible (as long as the documents are suitable)
Will be back with an update shortly :)

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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Then the live chats no longer worked and I received an email stating they were leaving the uk market which alarmed me. I then proceeded to email the support team and was told it was getting looked into and I would receive an email ‘very soon

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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.

I have received an email that my account is now verified but my withdrawal still not processed and your casino just ignore my messages.

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