Beschwerde #62 Genesis Casino

Withholding withdrawal

Von Vicky D.

vor 6 Jahren

On 15/9/19 I withdrew £100.46. I waited days but they never let me know they wanted I.d. I sent loads more than requested. Driving license and with a selfie, address, bank statement, card used and passport. Few days later I chased up,again to be told they needed a phone call verification. This was done on Saturday 21st sept and I was told funds would be released immediately yet my funds are still pending. It’s only £100.46

Unseriöses Casino Genesis Casino

Grund Verzögerte Auszahlung

Betrag £100.46

Diskussion

AskGamblers

• Support Team

vor 6 Jahren

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.

Fem240964

• Vereinigtes Königreich • 3 Bewertungen

vor 6 Jahren

I have now received my funds

Thank you Askgamblers

Fem240964

• Vereinigtes Königreich • 3 Bewertungen

vor 6 Jahren

i received the email below yesterday
and again reiterate, on 21/9/19 after having extensive documents verified i then did phone i.d and was told funds were being released that day. uptothis minute my funds are stil pending and im receiving emails that say the same as is being said to others whosr monies you are not paying out.

i have verified i.d. many times and i have no issue doing it but it has always been done and sorted within 3 to 5 days.

i still say Genesis and its group neec looking into. this os happening to too many people

enail just received::::
Thank you for contacting Genesis Casino Support with your request.

I highly apologize about all this and it was not our intention for all this delay, but please understand that in certain cases the casino has the right to undergo checks and other things regarding game play and also the withdraw it's self.

This process takes sometime and we cannot give you an exact timescale. We will be in touch as soon as possible and once all this is complete we will send you an email with all the information.

Please be informed the security department is performing routine security check when it comes to your account and this is the reason you could not play.

Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you.

Genesis Casino

• Representative

vor 6 Jahren

Hi FEM240964,

as mentioned before we sent all the evidence to AskGamblers waiting for their decision, in addition, please note yesterday we sent you an email informing you about the pending Withdrawal.

We will update you as soon as possible.

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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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.

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