Beschwerde #272 Genesis Casino

Withholding payment 6 days and after verification

Von Goose1

vor 4 Jahren

After depositing £1000 over a number of sessions on this casino I decided to cashout on the 5th december, it was roughly £2000 in total to cash out.

I then got locked that same day (5th) and then asked to verify, that's fair enough I hadn't been asked until then. However I sent all my details on the same day, there was an issue with my card numbers not being clear so i sent the day after (6th) and got the all-clear that I'm verified and my withdrawal is being processed on the 7th.

It's now the 11th november, and I still have no withdrawal. Any responses are automated replies stating it is being proceeded yet they told me 72hrs max yet this time has been and gone and still no withdrawal or any kind of non-automated reply.

Please help as I cannot get hold of anyone.

No one answers the phone and no one.

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £1000

Diskussion

AskGamblers

• Support Team

vor 4 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.

AskGamblers

• Support Team

vor 4 Jahren

Dear Genesis Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

Goose1

vor 4 Jahren

@askgamblers have had my deposits refunded, however call me cynical but it feel they did this so they didn't have to pay out my winnings which were more than double that.

They claim that I opened an account or had one previously and this account is therefore under a false name or details. And that this breaks their terms.

But I can prove (and have already been verified) that I am who I say and I don't recall ever opening an account with them.

If its true and I did have an account then why is my phone number, and email, and name not flagged during verification? I have had the same phone number for 10 years or so and my email is the one I use for any casino I register with
I did move house in 2020 which may be why the address differs from the account they say i have, but I can prove this also, and I can give any details they require. I also have my passport and driving licence to prove I did not sign up with any false names

This has taken them 2 weeks and ignoring calls and emails to refund my deposit rather than pay out the winnings I fairly earned.

I just wonder where was this reluctance to my authenticity or legitimacy when I was depositing nearly £1000 with them?

So no, this issue is not resolved and I want my winnings as well as my deposit. And thanks for following up @askgamblers I appreciate it

J

Genesis Casino

• Representative

vor 4 Jahren

Hi GOOSE1,

Kindly be informed that your Deposit has been refunded on the 22nd of November 2021. Kindly wait 3-5 Working days in order to reflect in your bank account accordingly.

Regards,
Genesis Casino Team

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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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.

Attached my withdrawl request and hoping you can make a progress on my funds.

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