Genesis Casino Reviews 780

Perhaps its writing a review on here I don't know but finally after 3 weeks they deposited my money back into my account minus of course my winnings of only £126..yes they closed down my account for using a 3rd party card despite it being my husbands and a joint account and numerous documents to prove that ,for anyone still struggling like I did to get their money back use their trustly system on withdrawing I did and got my money back within 2 days..it,ll ask you for a BIC/RTN this you,ll get from you're bank ask them for it the other questions you need to fill in are pretty much straightforward.....hope this helps anyone still struggling to get their money back....

I have been waiting for 2 withdrawals to be processed and I wish I read these reviews before joining the casino I have sent through all documents and have been verified however they just keep making excuses and want more and more documents I wouldn't recommend this casino so hard to get winnings I am going to give them another 72hours to pay then I will be making a official complaint to the gambling commission. Will update this post accordingly

Scam artists
I deposited 4 times using my wife’s card as we share a joint account for online purchases. I happened to strike lucky and won £2,300 off a £1 spin. I couldn’t believe my luck and instantly withdrew. It was still pending after 4 days so I contacted them. They requested around 10 documents which I provided instantly. I then had to constant again days later as I had heard nothing. They then said that because I had used my wife’s card, I needed to provide a 3rd party declaration form. We did this and sent copies of our ID.

Then 2 weeks later, I got an email saying ‘the winnings are confiscated’
I checked the terms and conditions and it doesn’t mention anywhere that winnings will be confiscated. They would have continued to take money from a 3rd party but check every detail on withdrawal. The money was lawfully mine.
If you went to buy a lottery ticket with your wife’s money, you would still win!
We have filed a complaint with ibas and gambling commission.
I have read so many reviews where they has have refused to pay out.
I have used my wife’s card with other casinos and provided permission. I didn’t think this would be such a problem.

Genesis - please advise where on your T and Cs does it say you will confiscate winnings?

I have had a terrible experience with genesis casino recently.
They are stalling my withdrawal since 31/01/2022.
When I uploaded my card details the expiry date was visible but they said it is not visible which was an absolute lie.
I am from India and I am fully verified with genesis casino since 2020.
How can genesis ask for my verification in 2022 despite me being fully verified since 2020 ? and in fact I had deposited and withdrawn multiple times before.
My advice to genesis is that if they continue this terrible customer service & unfair practices they will lose customers and ultimately their own loss in long run.
Would appreciate if they now finally process my withdrawal and if they sincerely apologize to me for this terrible customer service.

Great selection of games, easy to get around, even good wins. Had a small win, so I've uploaded documents all verified, fingers crossed I don't have issues like everyone on here. Will update review when payout done.

Got my withdrawal, not what I initially requested as won quite a bit from freespins and not my credit, but yes was paid so updated review.

Absolute scam do not use ever 1500 they keep sending me round and round verification which has been cleared so where is the money ???
Shower of s....s

I’ve sent documents over and over to verify me, eventually received email confirming I’m fully verified however still no withdrawal processed, every time I ask in chat get told with relevant department, now because I said I needed my money that I won I’ve been self excluded, please Genesis process my withdrawal it’s causing me so much stress and anxiety
Edit* have a response -

We regret to inform you that your winnings have been removed due to a breach of the Terms and Conditions during your game play.
For gods sake! I sent all the documents and permission from my wife to use her PayPal numerous times and now after endless stalling you say this! Not happy at all! Everyone stay clear of Genesis terrible company!
Johnrob75

One of the friendliest and accommodating customer service teams on the market!!! They were able to promptly address and resolve my question/concern in little to no time at all. Thank you for all your help along the way. Very generous casino!
I gave it a 4/5 because each day that I went back to access 30 out of 300 frs as offered in the welcome bonus, I had to get customer service to activate them rather thanu coming up automatically when logging in.

I've now been waiting 6 weeks for a withdrawal of £80 they keep saying it has been escalated to a different department I've not had any explanation I've contacted them through live chat and got the same reply I've emailed them several times only had 1 or 2 relies saying you are our top priority then nothing I'm getting sick of this crap they really are a joke but I swear I'm not leaving it they owe me it's pathetic when they can send me emails about bonuses but can't let me know about the money they owe me as if i would put anymore into a scam like that

Scammers and I am responsible for my words They closed your account only when you tried to withdraw money From 01/01/2022 and I send them emails and they send me more than 500 emails and all my information, bank information, my address and everything even the PayPal account They stole my account and the money in it, watch out for them, and if something like me happens to you, you are one of the victims, because they will not pay you a single penny. Deceitful liars, scammers and miscreants operating from outside the UK and deceiving us, they are a gang and not a real company. Beware of them and never deal with them. throw your money in the street and don't give them anything because they are a mafia gang.Update Beware of them scammers.Update 7/2/22 They don't want to pay and don't answer the email they are scammers and thieves.

So frustrating! Still waiting After 3 weeks for my withdrawal. Been going round in circles with live chat and emails even after sending all the documents requested including proof of my bank card/Account verification. It seems they are doing everything they can not to process my withdrawal. Not Happy !!!!!

Horrible service won 1100£ on Kassu casino the casino is ignored all my emails after verification and never sent out my winnings and placed a 5 years self exclude on my account,absolutely disgusting,have been reported on ask gamblers and ic3,phone numbers are not working automated message asking me to write a email what is ignored

Absolute joke of a casino the games are rigged, £200 deposited and my highest win was £12.50, seriously don’t know how people are giving it a 5star rating I wish I could give it a 0, never again stay clear.

First time I won after depositing $50. I won 1501 trying to withdraw it they put it on hold and had to verify me I’ve been verified my ID but they decided that wasn’t enough and needed me to verify through my bank documents so then I provided all of my bank documents that they asked for and then I get an email the next day saying that they’ve taken all of the money I want to back because I went and bedded too high with their bonus even though I put my $50 in to get that bonus and their bonus should’ve stopped the trigger on its own if it was not allowed I didn’t see any rules stating otherwise but all of a sudden when I won they decided there would be a rule and took it all back aside from my $50 initial deposit I didn’t win all that money just on a bonus I want it on my $50 to but they are not doing proper business and I will never go through them again they are scam save your money don’t try to gamble here !

It is a shame as the casino itself is amazing
However 55 days waiting for a withdrawal
I will be honest
Firstly I used my Apple Pay and won over £500.00 I have had issues withdrawing from apple so deposited 20 pounds using PayPal without thinking I did not win further and withdrew £500.01 as it is attached to my personal account however as married this meant it is connected to hubby not only myself
However Genesis were brilliant walking me through the process and supporting me immensely in sending in documents that many sites do request I would state this company was the most helpful bar far
However that was completed a month ago and whilst I understand they have many cases and more info to check this is taking far longer than necessary to complete
It is a shame honestly this was won fairly and even if they removed the secondary fund I was still over 500 when I deposited so I’m really shocked they are taking so long with no updates

I am hoping this is just because of hold ups and staffing and will be resolved as fairly as their other processes

Further to the response Genesis Casino replied to on my previous review what they are saying is true lies. We never had any meaningful interactions regarding social responsibilty. The LCCP code set by the UK Gambling Commission states that operators need to look at the wider picture when assessing a customer's playing habits, deposits and overall losses. I lost around £60k in 3 months. I don't see how they think it is acceptable to let someone lose that much money without having a serious conversation with the player. Sending generic emails and having tools is not sufficient to meet the regulators standards. I was assigned to VIP status very quickly again without any due diligence being carried out to verify my source of wealth in line with with UK Anit Money Laundering Regulations. This Casino much like others are corrupt organisations.

This was their closing statement in their reply to my initial review-: 'We wish to advise players that gambling should be a form of entertainment and not a way to make money. When playing no longer gives you joy, stop playing!' - This clearly demonstrates that they don't care about their customers who are suffering from gambling related harm due to addiction and the fact they have made this statement clearly indicates they simply do not care or try to identify this within their operations. This again is not in line with their regulations. It quite simply is disgusting. They should be ashamed of themselves. No conscience whatsoever. They would steal from their dying relatives these sharlatons.

They are not real and they do not have any experience in this field. They stop your account when you want to withdraw money Four weeks, they send me emails and I send them information, and one day they say your account is activated, and one day they say it isn't I have 1647 pounds in my account and they don't want me to log into my account and withdraw money Very bad service. I do not recommend registering your information with this casino because you will regret it at the end I'm tired of them and emailing them because they reply with something different and take you back to the beginning They are very stupid in fixing problems and dealing with customers because they only want the customer once to make the deposit. Update Today, with all insolence, they ask me for the same thing that I sent to them from a month until now, that they are silly and fraudulent😡

this company is offering bonus to get you to deposit and you will not receive them then when you chat with them they will close your account and tell you they cant add your bonus this is the worse company i have ever delt with please do not sign up or deposit any money they will rip you off and they are falsely advertising and casino cruise is another one of their company and they also done the same thing to me on there a pop up bonus come on the screen and when I deposited I could receive the bonus and when I contacted them after the conversations my account was closed

My withdrawal take too long time...when I’m see something wrong I contact with support.. and asked when pay me? Lady first check my withdrawal details and say tomorrow, second day I didn’t get this money.. and then coming problems with me withdrawal..
team always say same.. we are working on your withdrawal.. we need speak with payment team.. Withdrawal was 27/12/2021 I don’t know what’s going on.. Today I asked For any updates.. team ignoring me...

Deposited to try out the rewards, but my documents never got verified in over two weeks so i couldn't even play anything. The rewards were timed so i lost them while they're still verifying. Even had them sent straight to their email as the customer support recomended.
Waste of time, just to have to funds frozen