Beschwerde #14 Genesis Casino

Withdrawal under investigation and no contact

Von jan b.

vor 7 Jahren

I deosited 650 sek with a 100% bonus + freespins.

I did read all the T&C wich says maximum bet with bonus money and that maximum win from freespins was 1000:-.

Im not much into freespins and went for playing with real money,i played for several hours never betting more then half max bet for the bonus.

i cleared the bonus and was up to a bit over 11k in total.

I withdrew 11.070:- sek and sent in all requiered documents.

a couple of days later i recieved an email stating my account was verified and that if i made an withdrawal it would be handled between 24-48 hours from that point.

I waited said 48 hours and contacted the casino thru chat-support,they said i would have to wait til next day as it was a sunday.

I contacted them on the monday but coudent get any clear answer so i sent an email asking what the delay was all about.

i recieved an email stating that they where investigating the withdrawal "as it was won thru freespins"

Shocked i replied that the wins was not from freespins and they should be able to see that thru my game/bet history,but no replies back.

i logged in to the casino to check my own transaction history and was amazed that only a very small portion of the games where shown and nothing with any major win.

I contacted suport without the case issue and asked for my full play history from my first deposit and next shocker,it shows a few games and just my credit jumped up without win + hundreds of fead games(not freespins)

i emailed them back and asked what the hell was going on but no respons.

i will attach the game history that is supposed to be from when i deposited the original 650+ 650 bonus + a photo of the email i recieved.

if anything else is needed please contact me.

regards jan < surname removed >

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Diskussion

AskGamblers

• Support Team

vor 7 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. Player breached maximum betting amount while playing the bonus, player by this action breached General Casino Bonus term #10

10.The maximum bet allowed when using a bonus (until wagering requirements are met) is:

Slots and Video Slots - €5 per bet.

Any other game - €30 per bet.

Failure to follow this may result in forfeiting any winnings.

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.

AskGamblers

• Support Team

vor 7 Jahren

Dear @brutusnr1,

Please keep in mind that AskGamblers Complaints Team maintains zero tolerance towards verbal aggression or any other kind of behavior which could be considered as offensive. Please refrain from using abusive epithets from now on, otherwise it may result in your current complaint being rejected.

Thank you for your cooperation.

brutusnr1

• Schweden • 1 Bewertungen

vor 7 Jahren

Do you even read my posts?

I recieved 2 different hisories of my game rounds so obviously you will send the one you tampered with.

Why don’t you make a reply on that or how you can do so many mistakes in the wole handling in this without even give a shit.

As pointed out in posts above there are several.

But if i made thoose 2 mistake bets wich would be obvious you don’t give a < offensive language > but greedy just confiscate it.

Genesis Casino

• Representative

vor 7 Jahren

Dear BRUTUSNR1,
We have forwarded your game rounds to AskGamblers highlighting the rounds in which you breached our maximum bet term.
They will get back to us once they have reviewed the evidence.
Many thanks

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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