Genesis Casino ES - Player’s winnings can't be withdrawn.

Tengo un saldo de 50.000€ en la cuenta de Génesis casino. He intentado hacer retiradas durante varios días seguidos y nunca me lo permite. Ya tengo cuenta verificada y todo OK. No responden a los correos ni hay manera de contactar con ellos. Es como si hubieran desaparecido. Por favor solicito una ayuda ya que es mucho dinero.

Dear Mmr1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

El problema es que el casino no da señales de vida. No puedo ni si quiera solicitar la retirada. Me dice que contacte con atencion al cliente. Meses anteriores solicité alguna retirada y si que podía contactar con ellos. El problema es que ahora han desaparecido.

Thank you for your reply, Mmr1. Do I understand correctly that you have made successful withdrawals before? If yes, when exactly did you receive your last withdrawal and how many days did it take to be processed?

Could you please advise which withdrawal method you are trying to use? Have you tried withdrawing via alternative withdrawal methods?

Buenos dias ;

Efectivamente he podido realizar retiros con anterioridad mediante tarjeta VISA. Mi último retiro se produjo el día 19 de Diciembre y tardo apenas 24 horas en procesarse. Heleido una noticia que dice que desde el dia 26 de Diciembre la Sede central de este casino en Malta se ha declarado en bancarrota y ha despedido a todos los tranajadores. Mi pregunta es, si aquí en España hay otra empresa registrada llamada DAUNEI INVESTMENTS que está registrada con licencia en la Ordenación General de ordenación del juego, ¿ cómo afecta la bancarrota de la sede central ? ¿Hay posibilidad de cobrar el dinero debido a la legislación española? Yo ya he interpuesto una demanda judicial..

Thank you very much, Mmr1, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Mmr1,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Genesis Casino ES to the conversation to participate in the resolution of this complaint.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Mmr1,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Spanish Gaming Authority (https://www.ordenacionjuego.es/en/reclamaciones) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter