well well well were do I start
At the end of Octobers I tried to make a withdrawal I asked them to speed it up but was told that it could not be done and would be processed within 48 hours . I asked if they could lock my withdrawal so I could not reverse I was told no . I then asked for my account to be locked for 48 hours so I don't reverse .
A few days later I received email asking me to send kyc documents ( after my cool down period was over so I could still reverse ) so I sent them in within minutes of receiving the email - I contact live chat and I'm told these would be reviewed within 72 hours. A few days later I contact live support who advise me my photo id and payment method photo were rejected ( every other casino accepted these photos ) they continue to reject these documents 4 times each time I had to wait a few days for them to review them eventually i got a shift manager on live chat who sorted this within less than 10 minutes ( despite being told for two weeks it couldn't be sped up )
So after all this my withdrawal could still be reversed despite me making it clear I don't want to reverse it and taking a 48 hour cool down period
Anyways I try to withdraw via trustly but I am told I can't do this I need to withdraw to my card ( I want to withdraw to trustly as it's in my bank within a few minutes were as card it take days ) this is were it gets worrying
I am originally told that I need to withdraw to my card as they work a loop system so my first payment method since my last withdrawal needs to be the same . So I show him a screen shot shown that trustly was my first deposit method since my last deposit so that's incorrect ?
I was then told that my bank card was my only vertified withdrawal method on my account - again I showed him a screen shot shown that trustly is a vertified withdrawal method on my account
I Am then told its because my card is my main payment method again I show screen shots shown I have made more deposits via trustly ?
Finally they said that it was a financial decision and I can make a complaint and a manager would reply
So I make a complaint and the next day it is answered by the customer service agent who advised my the previous day to make the complaint .
Anyways on 5/11/18 the withdrawal is processed I contact support on the 7/11/18 to ask for the ARN number so my bank could speed the payment up but was told no they only give the number after 7 days hmmmmm . Roll forward to the 16/11/18 still no money so I contact support and I am giving a ARN code to give to my bank I give my bank te code and they said it is not shown any payment and to ask them to recall the payment ???? So I contact genesis and they said that they will contact the payments processors to investigate but could not give a time frame ?? I contact them today and I'm told by email that my withdrawal is still being reviewed ??? ( how can it be being reviewed if it's was meant to be have processed on the 5/11/18 ) so I contact live support who say that was a mistake and infact they are waiting for word back from there payment processors no time frame can be given
This has been nearly a month of false information and delay tattics
At the end of Octobers I tried to make a withdrawal I asked them to speed it up but was told that it could not be done and would be processed within 48 hours . I asked if they could lock my withdrawal so I could not reverse I was told no . I then asked for my account to be locked for 48 hours so I don't reverse .
A few days later I received email asking me to send kyc documents ( after my cool down period was over so I could still reverse ) so I sent them in within minutes of receiving the email - I contact live chat and I'm told these would be reviewed within 72 hours. A few days later I contact live support who advise me my photo id and payment method photo were rejected ( every other casino accepted these photos ) they continue to reject these documents 4 times each time I had to wait a few days for them to review them eventually i got a shift manager on live chat who sorted this within less than 10 minutes ( despite being told for two weeks it couldn't be sped up )
So after all this my withdrawal could still be reversed despite me making it clear I don't want to reverse it and taking a 48 hour cool down period
Anyways I try to withdraw via trustly but I am told I can't do this I need to withdraw to my card ( I want to withdraw to trustly as it's in my bank within a few minutes were as card it take days ) this is were it gets worrying
I am originally told that I need to withdraw to my card as they work a loop system so my first payment method since my last withdrawal needs to be the same . So I show him a screen shot shown that trustly was my first deposit method since my last deposit so that's incorrect ?
I was then told that my bank card was my only vertified withdrawal method on my account - again I showed him a screen shot shown that trustly is a vertified withdrawal method on my account
I Am then told its because my card is my main payment method again I show screen shots shown I have made more deposits via trustly ?
Finally they said that it was a financial decision and I can make a complaint and a manager would reply
So I make a complaint and the next day it is answered by the customer service agent who advised my the previous day to make the complaint .
Anyways on 5/11/18 the withdrawal is processed I contact support on the 7/11/18 to ask for the ARN number so my bank could speed the payment up but was told no they only give the number after 7 days hmmmmm . Roll forward to the 16/11/18 still no money so I contact support and I am giving a ARN code to give to my bank I give my bank te code and they said it is not shown any payment and to ask them to recall the payment ???? So I contact genesis and they said that they will contact the payments processors to investigate but could not give a time frame ?? I contact them today and I'm told by email that my withdrawal is still being reviewed ??? ( how can it be being reviewed if it's was meant to be have processed on the 5/11/18 ) so I contact live support who say that was a mistake and infact they are waiting for word back from there payment processors no time frame can be given
This has been nearly a month of false information and delay tattics
