Genesis Casino - Player's withdrawal has been canceled.

Refused my withdraw because i bought a feature with my deposit money while having an active bonus that i was not using and didn’t realise i even had it. I’m honestly so gutted as i’ve never had a win ever in my career and on my first ever online withdraw this happens to me, Absolutely gutted 

Dear Lee,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please describe in more detail which feature you activated?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Lee,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.