Genesis casino missing withdrawal - false information - responsible gambling issue etc

H0tsh0t87

Newbie member
PABnoaccred
PABnononaccred
Joined
Dec 17, 2017
Location
Glasgow
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
 

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
I used to be able to get away with depositing with debit card and withdrawing to Trustly, but most casinos are not strict to not that anymore sadly. So I am not surprised they asked you to withdraw to your last payment method, so you should have just gone with that really.

Shame they are delaying you though.
 

H0tsh0t87

Newbie member
PABnoaccred
PABnononaccred
Joined
Dec 17, 2017
Location
Glasgow
trustly was my first and last deposit method used lol ?

And I did withdraw to card like they asked but the withdrawal has never arrived
 
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