The player's verification has been delayed for over 3 months. It has been resolved.
Genesis Casino - The player's verification has been delayed.
Amount: €1,155
Genesis Casino
Safety Index:Above averageSafety Index
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6.6
Genesis Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Ladies and gentlemen,
I've been waiting for over 3 months for my account to be verified and I can finally request my withdrawal....
I text weekly using the chat and always get the same reply, they get an email....
I think over 3 months is real enough now to verify my account.
Please help.
Kind regards
Danuta Sc*********
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello DanutaS55,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Genesis Casino. Please allow me to ask you a few more question before we would move forward.
Have your account been verified in the past? When exactly did you begin the verification process and when was the last time the casino requested a document from you? Is your account still active and is the casino responding?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Hello DanutaS55 and thank you for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello DanutaS55,
I looked at your complaint and will do my best to help you. I would like to invite Genesis Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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2 years ago
Translation
Thank you Viliam for the help.
Kind regards
danuta
Automatic translation:
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2 years ago
We would like to ask the Genesis 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’.
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2 years ago
Hi DanutaS55,
Kindly note we sent you an e-mail earlier today requesting documentation. At your convenience kindly forward the specific document needed in the correct format as specified in the e-mail, so we can forward it to the team handling your case and process your Withdrawal accordingly.
Regards,
Genesis Casino Team
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2 years ago
Dear DanutaS55,
follow the Casino's instructions and let me know about your progress, please.
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2 years ago
Hi DanutaS55,
Kindly note we have received your Documents accordingly and have verified your account earlier this morning. As a result of this your Withdrawal has also been processed this morning. Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly.
Regards,
Genesis Casino Team
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2 years ago
Translation
Hello Viliam,
I have received my payout.
Thanks very much
danuta
Automatic translation:
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2 years ago
Dear DanutaS55,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
