Genesis Casino - The player's withdrawal is delayed.

ok so i am not a new customer and have withdrawn sucessfully from the site before. ok so i won some money obviously and on the 05/10/2022 requested a withrawal of £1400 to my debit card, which the next morning rolled back into my casino account ok try again this time i requested it as a bank transfer next morning same againhow ever this time it stayed in pending and was frozen fom me now, i was told as i had last deposited using applepay an this was linked to a different debit card to now provide documents for all deposit methods and proofe of id ect, which i did send multiple times over a few days finally verified now again the money was rolled back and this time i withdrew it in 3 smalled amounts £500 a £500 and £400 to applepay as they asked but in these amount i know shouldnt be any issue with receiving. is is now the 12/10/2022, next day its left pending and is showiing as paid excellent i thought. next day no money i asked live chat on the site they said it can take up to 3 days ok, 5 days later still nothing received, i again speak to live chat and was asked to wait till the 18th,then still nothing ok now they want all bank account statements sending via email in pdf format again no problem showing i havnt received a penny. the casino hasnt once emailed me or shown any part of helping me i have literally had to speak on live chat 2 times a day since asking for updates everytime i get told to be patient and wait its been investigated. now the 21nd still nothing except please allow another 2 working days as its now a friday its actually another 4 days. I have asked for the ARN number tracing number for the bank tohelp find these missing funds but was refused in the live chat by Hailey very helpful team they are evan though this would surely find the mising paper trail. i have emailed complained asked to speak to managers all refused or ignored. so its going to be 25 before i can ask regarding the so callied investigation again and i only expect to have more delay tactics used upon me. i feel sick with it all an feel like im been punished for something when all i was, was a loyal upon till now customer. oh and i nearly forgot the funny part so the day after they said they sent me my refund i spoke to the bank and they tellme that genesis casino cancelled my funds and recalled them that morning as there was an issue at there end but they havnt been honest enough too tell me that yet

Hello davidgrant1984,

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.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When exactly did the casino verify your second card used? When was the last time you spoke to the casino and what was it about?

Please note that if the casino had to do additional checks due the other card, it might take over 2 weeks to receive your payout.

Looking forward to your answer.

Regards,

Nick

Hi there yes I was fully verified around the 12/10/2022 and no it was winning from real money deposits . So the withdrawal was finally accepted on the 12th of this month also and was said to have been paid back into my Apple Pay account on the morning of the 15th. This payment was never received and hence now to delay again. I last had an email correspondence this morning again, saying it was under urgent priority investigation and I will receive an email which they have sorted the issue. However this is always the reply. My bank account linked up to the Apple Pay told me I’m at 8 o’clock on the 15th that the money had been sent and then recalled by Genesis pets payments missing. It’s now the 23rd says eight days missing. I don’t understand

Genesis casino has also blocked my account because I was asking about this issue. I’ve told them I desperately wanted it resolving and desperately wanted my money back as it’s a lot of money to me about it and they’ve told me that I have a serious gambling problem because I was desperate to get my money back.

still nothing from genesis this is absoluly disgusting please helkp me

Thank you davidgrant1984 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, davidgrant1984,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Genesis Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Genesis Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why the player's withdrawals have not been completely processed yet, and what is the estimated time frame for processing the payments? What steps should the player take to get his account unblocked?

Thank you in advance for providing the information.

thankyou and hope too have a reply soon

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.

Dear David,

Thank you for contacting us, and we are sorry to hear that you have experienced delays with your withdrawal request.  

We are pleased to inform you that your request was handled by our Payments Team and a Manual refund was completed on the 04/11 for your withdrawal.

The funds should have reached your account within 24 hours.

We would like to thank you for your cooperation and for sending us the requested documentation.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Genesis Casino Team

Thank you, Genesis Casino Team, for providing the update.

Dear davidgrant1984,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding a successful withdrawal, or an update.

Please let us know as soon as you receive the payment(s).

Dear davidgrant1984,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will consider the issue resolved.

Greetings all,

Based on the all provided information, the problem is considered resolved. Therefore, the complaint will be marked in our system as 'resolved'.

Thank you, davidgrant1984, for using the Casino Guru complaint resolution centre. Although I sincerely hope it will not happen, 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.

Thank you, Genesis Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru