Beschwerde #144 Genesis Casino

Withdrawal troubles

Von Gyozo83

vor 5 Jahren

Hi i have a withdrawal request of -601.70 GBP on Sun Jul 05 11:57:45 GMT 2020. From genesis casino and they don't want to pay out to my PayPal I trued contacting them several times by email and what replay I get is just to wait as they werifing the withdrawal I contacted them also by chat tge same answer that will be processed today or the latest tomorrow morning I cant even log in anymore to my account because they blocked itt as vhen I oppened this account username gyozo83 email address [email protected] on genesis casino I didn't realise that I already have an older account with them so the blocked the both account requested that the new account to be oppened they agree by email to reoppen itt but intead to opped my new account the old account has been reopen asked they why no reply .
I am contacting them every day but getting nowhere just the same ansver that I need to wait as will be processed soon just wait for the email confirmation. I cant log in to my account to make a screenshot of my gaming history but all the wining has been made from my deposit to my account no bonus credit given to my account
Practically they refusing to pay itt out telling me just to wait more.
Could you please help me to get the winning out
Thanks

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £601.7

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Genesis Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Genesis Casino

• Representative

vor 5 Jahren

Hello GYOZO83,

thanks for your patience.

Please note that we checked your account and we can see you have been informed about your Duplicate account on 15/07/2020.

In our email we can see we informed you about the terms and conditions breached and that your winnings have been confiscated due to this.

Some of the terms and conditions breached are clauses 4.7, 4.7.1 and 4.7.2:
4.7. You are only allowed one account on this Website. If you have more than one account, you must immediately inform us. Furthermore, only one account for each IP/household is allowed. If you open more than one account, any winnings on either account will be forfeited and all accounts may be closed
4.7.1. All transactions made from the Duplicate Account will be made void;
4.7.2. The company reserves the right to decide on Duplicate/Multiple accounts deposits by players and will be at the company’s sole discretion to decide the action taken.

We hope this clarifies everything, but please do not hesitate to contact us if any other information is needed.

Regards,
Genesis Casino Team

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

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

Gyozo83

vor 5 Jahren

No reply from genesis several email sent to them

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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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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I have requested a withdraw on the 30/11/2022 and still no action from your side.

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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