Genesis Casino - Player’s withdrawal has been delayed.

I have been waiting for the refund that does not arrive for more than 22 days, I have provided all the documentation, which they have asked me in drop account and no response

Dear Maria,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you, please, confirm that this was your first attempt to withdraw? Have you received any confirmation from the casino regarding successful KYC verification?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear Maria,

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.