Genesis Casino - Player’s withdrawal has been rejected.

I decided to register an account with Genesis casino on 3 may 2022. I deposited 150 zar and won 2300 zar. They needed my bank details and I sent it over and over and over again. Then they said as per t&c i used my wifes bank account. Of course as i told them so. Same bank details to withdraw. I dont have a bank account and my salary is paid into her account. I have full consent to use the account. Genesis Casino required 3rd party documents and consent that i can use the account plus id document and bank statements. After long waiting and fighting they send a confirmation mail that i am verified at the casino. I have all the email corrospondence. Then today they send a mail that i am in breach of their t&c and forfeit my winning. I was treated like a criminal on their live chat i have the transcripts and after many comms and time wasting with their requirements i loose my deposit and winnings. I went through their t&c and it is not clear anywhere that i ant use my wifes account. In the t&c it state the same method you deposit same method withdraw same bank account deposit and withdraw. You wait very long for their live chats sometimes 20 min. I was seriously treated like a criminal and i am honest and also registered with other casinos that do not have these excuses. I am concerbed as they were already fined in the past fir misconducy after research by me on the internet and see the current complaint list i will do anything in my power to warn south africans against genesis casino. I was never ever rejected from any casino withdrawal before. They are scamsters and i need to warn the public. They stole my R150 zar. They were fined R3.8 million pounds for irregularities. They need to be blacklisted in SA. I did not receive a welcome bonus and played with my 150 zar straight. I win 2300 zar and withdraw. Then they needed documents as i requested in live chat why is it taking so long. I feel they took my 150 zar without my knowledge of the t&c that i read and could not state that i cant use my wifes account. We do not keep ourselve busy with criminal activity or money laundering or we are not minors. I registered the account in my name ti be honest i should have rather registered it in my wifes name if i knew they are coming with stories. I am the obly breadwinner ib the house and my wife is unemployed. I do not have an bank account and my salary goes into her account and we are maaried within community of property that means i have a right to the account. The funds belongs to both of us. It is a simple well thought out rule suddenly to prevent me from withdrawing and that need to be exposed. How many players get conned on this so called rule. I want my winnings or t least my deposit back. Thabk you i will email all proof if you supply me with an email adres and decide for yourself if i am wrong. Regards G. A Eybers

Dear eybersgerhard1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the terms and conditions, and this is what I found (here):

„8. DEPOSITS TO THE ACCOUNT

...

8.5. You only use debit cards and other payment methods that are valid and legally owned by you to deposit funds and withdraw funds to your gaming account."

Is it a joint account between you and your wife? Would you be able to prove that you are one of the legitimate owners of the payment method / bank account? Does your wife have an account in the same casino too?

Looking forward to hearing from you.

Best regards,

Petronela 

Hi no she does not have a registered account at the casino and i am the joint signature on the bank account and she is the main account holder at tge bank but tge casino account is registered in my name as per t&c only only one member per household can register

My salary is paid into this account and i can use it as i please. I have rights to the account and i can log into the account to make payments and deposits. It is lame from the Casini to reject my payment without any grounds. I have proof of this and i will not stop at any means to dispose them.

Is your name visible anywhere on the Bank Account Contract, please? Could you provide any documents showing your name as one of the legitimate owners of the account? You can forward any supporting evidence to petronela.k@casino.guru. Thank you in advance.

I will obtain a letter from the bank thank you very much

I will be waiting for it patiently. Thank you in advance.

Hi sorry for the delay i will go to the bank tomorrow to obtain the letter just hectic at work

Thanks

Hi Petronella

After spending an hour in the queue this morning i spoke to the teller and the bank manager. They do not give power of attorney letters to customers. I already are making noise from my side after Genesis casino stole my money and as explained previously i will not stop. It will cost them more than 2300 zar. Thank you for your assistance

We do not need a Power of Attorney. Is your name visible anywhere on the Bank Account contract, please or is the account registered on your wife only?

Dear eybersgerhard1,

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 rejecting 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.