Genesis Casinos UK

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Hi

Does anyone have contact info for management at this group? Helping someone with an issue regarding a withdrawal that they have been waiting on for 5 weeks.

The player cannot get them to respond at all even after they confirmed they had received all docs 3 different times.

Any help appreciated. Can PM if you have an individuals details.

Cheers
J
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Well... this is what they do. The worst scumbags ever.
Oh I know. However, this time it's different with ths UKGC having a close eye on their activities so perhaps that could be used to the persons advantage. How are providers still letting this company run their games as well actually?
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
Hi

Does anyone have contact info for management at this group? Helping someone with an issue regarding a withdrawal that they have been waiting on for 5 weeks.

The player cannot get them to respond at all even after they confirmed they had received all docs 3 different times.

Any help appreciated. Can PM if you have an individuals details.

Cheers
J
I waited 6 weeks before Xmas so I noticed the group were pro active at responding to complaints on ask grumbles summited one my self and within 48 hrs I got the withdrawals and my accounts closed to boot but hey hoo..
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
I waited 6 weeks before Xmas so I noticed the group were pro active at responding to complaints on ask grumbles summited one my self and within 48 hrs I got the withdrawals and my accounts closed to boot but hey hoo..
Cheers mate. Have asked him to submit there and see what happens.
 

gonzo fonso

Full Member
Joined
Oct 15, 2020
Location
lincolnshire
its funny really ive played at genesis global for years and never had problems with them,its different horses for different courses,for me they are a very decent brand
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Update. Incredibly still no response and they didnt respond to the Ask Gamblers complaint which has now been reopened. They have various phone numbers but nobody answers, do not respond to email or chat requests. Surely to god casinos like this need to have their licence revoked?( I know they did get a licence suspension recently).
 

xxxxwildingxxxx

On petite vacance
Joined
Mar 22, 2021
Location
uk
Update. Incredibly still no response and they didnt respond to the Ask Gamblers complaint which has now been reopened. They have various phone numbers but nobody answers, do not respond to email or chat requests. Surely to god casinos like this need to have their licence revoked?( I know they did get a licence suspension recently).
put in a formal complaint they they have to reply and they deserve it if they cant be bothered to update you
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
put in a formal complaint they they have to reply and they deserve it if they cant be bothered to update you
There are two formal complaints in by the individual and they have not responded to these in time either...in fact they havent responded at all. It's something I would expect from Bronze Casino or something...at least they might reply lol.
 

xxxxwildingxxxx

On petite vacance
Joined
Mar 22, 2021
Location
uk
There are two formal complaints in by the individual and they have not responded to these in time either...in fact they havent responded at all. It's something I would expect from Bronze Casino or something...at least they might reply lol.
well i think they have 8 weeks on a complaint they would of replied earlier on a standard query i dunno, but that's with the ukgc unless its change and really i did think genisis was better than that but i dont know the circumstances they should update you at least because you tried to reach out many times it seems. if its with uk casino you will get your money they cant make things up
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
well i think they have 8 weeks on a complaint they would of replied earlier on a standard query i dunno, but that's with the ukgc unless its change and really i did think genisis was better than that but i dont know the circumstances they should update you at least because you tried to reach out many times it seems. if its with uk casino you will get your money they cant make things up
In their terms they say a response to the initial complaint in 2 days. They havent done so. I'm not sure of them at all mate. As said, it's a guy I play warzone with who has the issue. I said I would put everything on here to see if I could help.
 

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xxxxwildingxxxx

On petite vacance
Joined
Mar 22, 2021
Location
uk
In their terms they say a response to the initial complaint in 2 days. They havent done so. I'm not sure of them at all mate. As said, it's a guy I play warzone with who has the issue. I said I would put everything on here to see if I could help.
well that's probes how they work and its there terms to how they deal with complaints, But if its a complaint they have obligations as per licence and if they are with ukgc they have up to 8 weeks to give you an answer. They could give you an answer on the 2 days as they prefer, but if you done complaint then they have to give answer within 8 weeks unless I'm completely wrong. If its been 5 weeks already and if its what you say a complaint the remind them they have 3 weeks left to reply, if it was my complaint i would remind them they its been 5 weeks out of 8
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Yeah he is aware of that. The problem is that the casino are completely unresponsive for absolutely no reason whatsoever. The have failed to respond to complaints and also Ask Gambler complaints and will not respond by email, phone or live chat to him. Even affiliate managers have been emailed and still nothing. It's extremely poor from Genesis.
 

xxxxwildingxxxx

On petite vacance
Joined
Mar 22, 2021
Location
uk
Yeah he is aware of that. The problem is that the casino are completely unresponsive for absolutely no reason whatsoever. The have failed to respond to complaints and also Ask Gambler complaints and will not respond by email, phone or live chat to him. Even affiliate managers have been emailed and still nothing. It's extremely poor from Genesis.
I think in some circumstances if they suspect something they will not reply and can do so im sure i seen someone say this once, but you should get reply within 8 weeks that's my guess, any details you can say that you might be worried to not receive withdrawal?
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
I think in some circumstances if they suspect something they will not reply and can do so im sure i seen someone say this once, but you should get reply within 8 weeks that's my guess, any details you can say that you might be worried to not receive withdrawal?
No nothing at all and they do respond to him occasionally with the same message about it being escalated and sorry for the frustration this is causing etc. Its just poor from them and this is far from the first time it's happened in that group. They had a licence suspended earlier last year for it.
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Just found this. So they are breaking their own terms...
 

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EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
So they have responded this morning to confirm that all docs have been approved and that payment will be made shortly. Crazy time to wait that.
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Nobody said anything to them. They just replied in a generic message saying everything approved and any withdrawals would be processed. Not responded to any of the complaints etc.
 
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