Joined this site at the beginning of the year, first deposit won a decent amount had no problem withdrawing. A few weeks passed no problems then they wanted to verify my account. I've sent numerous do... See more
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See what reviewers are saying
Worst ever casino online, I lost 2700 pounds in 3 night,don’t give you any chance,I play with slot 60p or 80p,never got a bigger one,only two times 150 pounds,then keep losing money,many times in 300... See more
Company replied
They take a while to withdraw your money. I've uploaded my passport but received an email saying things are missing (which they aren't) and when I go on to the documents section on my account it says... See more
Company replied
Absolutely shocking spent over 300 but when I try withdraw 490 they refuse say my banks declined it they need wire it and so I send my bic code etc now they saying they need proof off payment so I sen... See more
Company replied
Company details
Written by the company
Genesis Casino was there at the very beginning, where the fun all began! Speed into online casino games of every kind when you leave earth behind in search of new slots and live dealer life forms. Video slots are in their millions, lighting up the dark of space and supernova Jackpots such as the Mega Moolah slot will ensure that your journey is full of fun and fortune.
Contact info
Water Street, XBX 1301, Ta' Xbiex, Malta
- genesiscasino.com
2.0
Poor
780 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
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Pure scam
As per all other reviews just can't withdraw money, emailed daily and they stopped replying, then blocked account, going through ibas now and requesting my bank return all money I've ever deposited because they're clearly not legitimate.
Been ongoing for over 2 months, no information as to why it's delayed no information as to when it will be released the CS emails are pure generic nonsense. A scam casino if ever I've seen one (and I use significant numbers of casinos without problem).
August 23, 2022
Unprompted review
Reply from Genesis Casino
Hi Mark,
We are sorry to hear that you are experiencing issues with our casino.
Kindly note that unfortunately we could not locate your account with the details provided on Trustpilot, we kindly advise for you to contact us directly in order to resolve your case accordingly.
Regards,
Genesis Casino Team
I am VIP member of this casino
I am VIP member of this casino, I have been with then for almost two and half years,,, initially things were great,,, if I had any inconvenience with regards to deposits and withdrawal,, it used to be rectified ASAP... Lately there services are going bad to worst,,,
In all these years of playing never ever my withdrawals were stuck and yes my withdrawals have failed but I used to get a mail and it eventually it will roll back to my casino account.. But now a days every time there is a problem... The payment gateways they have provided are worst,,, last time my funds of 40k were stuck and I had to wait for 14 days,,, and every time I was told on chat it will be credited to your account and when I actually fought with them then it was credited to my casino account... Now my withdrawals are stuck and to my surprise one if there agents was sarcastically advising ne to wait since it is been two days and withdrawals are processed you will get it... But when I insisted to check with payment then he came up and said sorry for the inconvenience withdrawals are stuck and he doesn't have reason neither the time frame,,,
It used to be wonderful casino.... If I have played with with you guys for two and half years and I am a vip member understand how frustrated I am that I had to write this review...
Ouais iqbal
September 24, 2022
Unprompted review
Reply from Genesis Casino
Hi Ouais ,
We are sorry to hear that you are experiencing issues with our casino.
Rest assured that your complaint is currently being investigated by the relevant team and as soon as we have an update, we will inform you immediately.
Thank you for your cooperation and patience.
UPDATE:
Kindy beinformed that your funds have been rolled back to your account and via chat we have informed you how to place your next withdrawal. However, these funds have been played down.
Kind Regards,
Genesis Casino Team
Reply from Genesis Casino
Hi Daniel Bourke,
Thank you for taking the time to review us.
We are happy to see that you have had a nice experience with us 😊!
Please do not hesitate to contact us should you require any assistance; we will be more than happy to help.
We wish you the best of luck with your future with our casino, and we hope to see you playing with us again.
Regards,
Genesis Casino Team
Not a legitimate casino
Not a legitimate casino, you are able to deposit but not withdraw. My region apparently doesn't support bank transfers or Mastercard withdrawls and I have to deposit through an e wallet to get my winnings. Do not trust this casino.
September 24, 2022
Unprompted review
Reply from Genesis Casino
Hi Jan,
We are sorry to hear that you are experiencing issues with our casino.
Kindly note that unfortunately we could not locate your account with the details provided on Trustpilot, we kindly advise for you to contact us directly in order to resolve your case accordingly.
Regards,
Genesis Casino Team
I won £435 on slots 2 weeks ago and…
I won £435 on slots 2 weeks ago and they still haven’t paid out Ive been emailing them back and forth cause they said they have paid and wanted to see bank accounts so sent them statements but then they said they wanted to see them in PDF format still not beeen paid and there quick enough to take the money if you want to gamble I suggest you go elsewhere avoid all genesis casinos
September 12, 2022
Unprompted review
Reply from Genesis Casino
Hi Melissa,
We are sorry to hear that you are experiencing issues with our casino.
Kindly note that unfortunately we could not locate your account with the details provided on Trustpilot, we kindly advise for you to contact us directly in order to resolve your case accordingly.
Regards,
Genesis Casino Team
I felt very happy with your team
I felt very happy with your team, the way they explain is awesome.......good and satisfied
September 20, 2022
Unprompted review
Reply from Genesis Casino
Hi Inayath,
Thank you for taking the time to review us.
We are happy to see that you have had a nice experience with us 😊!
Please do not hesitate to contact us should you require any assistance; we will be more than happy to help.
We wish you the best of luck with your future with our casino, and we hope to see you playing with us again.
Regards,
Genesis Casino Team
SCAM SCAM SCAM
SCAM SCAM SCAM, there are like 20 of this scam sites THEY DONT PAY WHEN YOU WIN, Everything operated by Genesis casino group is a scam dont give them any money !!!!
September 9, 2022
Unprompted review
Reply from Genesis Casino
Hi Mustafa Bekir,
I have checked your account, however I could not see any pending or unpaid withdrawals on Genesis Casino. Your query is already being reviewed on Sloty and Spela we will be getting back to you as soon as possible. Thank you.
Regards,
Genesis Casino Team
Absolutely shocking procedure
Absolutely shocking procedure. Want you to jump through hoops to get your money withdrawn yet no "getting to know your customer" process is needed for depositing money strangely enough.
Zero affordability checks in place. Need reporting to GC and IBAS.
Seriously considering the ombudsman due the withdrawal process yet nothing is in place foe deposits.
September 16, 2022
Unprompted review
Reply from Genesis Casino
Hi Elizabeth,
We are sorry to hear that you are experiencing issues with our casino.
Kindly note that unfortunately we could not locate your account with the details provided on Trustpilot, we kindly advise for you to contact us directly in order to resolve your case accordingly.
Regards,
Genesis Casino Team
Dragged out Withdrawals and lack of service
Been waiting a week for a simple withdraw. I have sent all that was asked for. Please explain why a deposit takes seconds yet a withdrawal takes over a week. I have never seen this on any other site and is frankly worrying. The welcome bonus was never added and simple questions like "are withdrawals always this delayed" have not been answered.
September 16, 2022
Unprompted review
Reply from Genesis Casino
Dear Damian,
Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request.
Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we would like to apologize for any inconvenience this has caused.
We are pleased to inform you that your withdrawal has been processed on the 21/09 and the funds should reach your bank account within 3 to 5 working days, depending on the processing time of your bank.
Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist.
Kind Regards,
Genesis Casino Team
Shocking site been trying to withdraw…
Shocking site been trying to withdraw my winnings for days sent all information that has been asked for tried to contact them on chat,phone and email and had no response to help me resolve this matter 😢
September 12, 2022
Unprompted review
Reply from Genesis Casino
Hi Natalie Plant,
Please be informed that your withdrawal has been released yesterday 15/09/2022.
Kindly allow 3 to 5 working days for your bank to process and reflect the funds in your bank balance.
Regards,
Genesis Casino Team
Managed to come first on of the drops…
Managed to come first on of the drops and wins challenge on Great Rhino Megaways. Won £2,000 from that and has/currently still is, taking over 1 month to pay out. I have still not received these funds after countless emails and customer service chat. Same reply everytime saying this will be escalated. Shambles really.
Edit 18/09/2022:
Still haven’t heard anything from them or got anywhere closer to my money. Biggest scam company going don’t use!
Edit 29/09/22
They got back to me stating that I won the £2000 on the free spins and have now said I have breached the Terms and Conditions saying that the max withdrawal amount is £100. I won the £2000 on the Pragmatic Play “Drops and Wins”, I looked on other casino sites and I was still first on those sites. I can’t even take out the £100. Pathetic.
Edit 01/10/22
Now the £2000 isn’t even in my account and I cannot withdraw the £100 i should be able to. Please assist.
Edit 08/10/22
They have said that my winnings have been confiscated as I tried to withdraw and exceeded amount. Don’t put the withdrawal through but don’t take away my money as well. Why has this been confiscated? Now I can’t even play with the money I rightly won? I’ve never seen a more useless and fraud company in my life. Never use this or it’s sister sites. Scammers.
July 31, 2022
Unprompted review
Reply from Genesis Casino
Hi James C,
We are sorry to hear that you are experiencing issues with our casino.
Rest assured that your complaint is currently being investigated by the relevant team and as soon as we have an update, we will inform you immediately.
Thank you for your cooperation and patience.
UPDATE:
We would like to explain in further detail in regards to your query.
The bets you have placed to win the drop were coming from the wagered free spins that you previously had in your balance, due to this, the winnings you have made came from free spin winnings.
As stated in our terms and conditions the maximum payout from free spins is £100.
On 03/08/2022 your withdrawal was successfully released.
Kind Regards,
Genesis Casino Team
Please listen to the reviews guys
Please listen to the reviews guys, I thought I’d take a chance, and won £1400 and they have no refused to pay out avoid avoid avoid!!!!
September 11, 2022
Unprompted review
Reply from Genesis Casino
Hi Jane,
We are sorry to hear that you are experiencing issues with our casino.
Kindly note that unfortunately we could not locate your account with the details provided on Trustpilot, we kindly advise for you to contact us directly in order to resolve your case accordingly.
Regards,
Genesis Casino Team
Very fast withdrawal and great customer…
Very fast withdrawal and great customer service, thank you guys !
September 10, 2022
Unprompted review
Reply from Genesis Casino
Hi Owen McG,
Thank you for taking the time to review us.
We are happy to see that you have had a nice experience with us 😊!
Please do not hesitate to contact us should you require any assistance; we will be more than happy to help.
We wish you the best of luck with your future with our casino, and we hope to see you playing with us again.
Regards,
Genesis Casino Team
Scam reporting this site don’t use…
Scam reporting this site don’t use won’t pay me my winnings good reviews are fake
September 9, 2022
Unprompted review
Reply from Genesis Casino
Hi Sean,
We are sorry to hear that you are experiencing issues with our casino.
Kindly note that unfortunately we could not locate your account with the details provided on Trustpilot, we kindly advise for you to contact us directly in order to resolve your case accordingly.
Regards,
Genesis Casino Team
Genesis has been top shelf to play with…
Genesis has been top shelf to play with and the customer service has been just the same top shelf. Great bunch of people they have. :)
September 7, 2022
Unprompted review
Reply from Genesis Casino
Hi gian-paolo bellabono,
Thank you so much for taking the time to review us.
We are glad to see that your experience with us has been a great one. Please feel free to contact us should you require any assistance; we will be more than happy to help!
In the meantime, we wish you the best of luck for your future within our casino, and we hope to see you playing with us again!
Regards,
Genesis Casino Team
I was asked about my experience with your casino, i gave an honest answer and was emailed with an genuine thank you. Couldnt ask for service than that.
September 6, 2022
Unprompted review
Reply from Genesis Casino
Hi Adam,
Thank you for taking the time to review us.
We are happy to see that you have had a nice experience with us 😊!
Please do not hesitate to contact us should you require any assistance; we will be more than happy to help.
We wish you the best of luck with your future with our casino, and we hope to see you playing with us again.
Regards,
Genesis Casino Team
REFUSED TO PAY OUT
Deposited and won over £1000, they are now refusing to pay ouy saying i bet 40p more than the 'allowed' bets when nothing came up to stop me betting this,
based on the other reviews id say they do this to alot of other customers just to avoid paying out! AVOID AT ALL COSTS!
September 3, 2022
Unprompted review
Reply from Genesis Casino
Hi Natalie Thomas,
We are sorry to hear that you are experiencing issues with our casino.
Kindly be advised that it is clearly stated in our Terms and Conditions which you agreed upon when signing up your account that the maximum individual stake allowed when using a bonus (until wagering requirements are met) is:
Slots and Video Slots - Maximum of €5 per spin or €0.50 per bet line is allowed.
Any other game - €30 per bet.
The maximum stake allowed includes playing/purchasing any additional in game features including the gamble option.
Failure to follow this will result in forfeiting any winnings at our absolute discretion.
Regards,
Genesis Casino Team
Seems like a scam
The second I signed up. I started to receive unsolicited texts and emails.
Indian company based in Malta.
The practices of the site are like no other typical online casino.
This seems like a front to obtain sensitive data.
September 1, 2022
Unprompted review
Reply from Genesis Casino
Hi Matthew,
We are sorry to hear that you are experiencing issues with our casino.
Kindly note that unfortunately we could not locate your account with the details provided on Trustpilot, we kindly advise for you to contact us directly in order to resolve your case accordingly.
Regards,
Genesis Casino Team
Technical difficulties
Don't get me wrong, I love Genesis Casino and have never had any issues before.
I withdrew £90 not sure on the exact date think maybe the 19th, but it has yet to arrive into my bank account. I decided to nosy round the site out of boredom and I found myself on the verification section, and it said about needing proof of address etc.
There were some issues trying to complete this but the people via chat and email were extremely helpful.
However I still have not received the £90. I waited until now, as I know it can take a while. I was going to contact them today. But the last two attempts to visit the site see me being given a security warning, about people possibly trying to steal my information (Google does not let me bypass this).
As I don't have access to my account until Google let's me access the site, I have no idea how I go about contacting the Genesis team about the whereabouts of my £90.
I would still like to say however, the team have always been extremely helpful, I just seem to have run into some technical difficulty and am unsure as to how to proceed.
I do not understand how there are so many bad reviews.
August 19, 2022
Unprompted review
Reply from Genesis Casino
Hi REBECCA,
Kindly note that your Withdrawal was processed on the 19th of August 2022. If your Withdrawal has not been received into your account, we kindly advise you send a copy of Bank Statement from the 19th of August up until todays date so that we can escalate your case to our payments team accordingly.
Should you have any queries do not hesitate to contact us, we are more than happy to help.
Regards,
Genesis Casino Team
THIS CASINO IS CRIMINAL
THIS CASINO IS CRIMINAL... Notice a lot of people have had the withdrawals cancelled and having hard time getting funds I am also having this problem this casino has a blatant disregard for customer service and I believe constantly cancelling withdrawals of customers for whatever reason technical or not is borderline illegal and if it was technical issues why has this not been addressed. The only good reviews about this site is people they have invited to review them it literally says it in the corner or all the good reviews.
Update - just been told I must have or create an e-wallet to receive withdrawals but I deposited via MasterCard which is confusing because their own T+C's state withdrawals must go back to the same method of deposit... They're literally breaking their own rules.
Update- been paid £86.10 from a £200 withdrawal were is the rest of my money genesis?
August 28, 2022
Unprompted review
Reply from Genesis Casino
Dear Joe,
We are pleased to inform you that your withdrawal for has been processed manually from our end. I understand that you have not yet received the full amount and this is due to the refund being processed in separate amounts to 2 different payment methods. Rest assured that the remainder of the funds should reach your account as soon as possible and this does depend on the processing time of your bank.
We appreciate your cooperation and understanding.If you need anything else, do not hesitate to contact us. We are always happy to assist you.
Kind Regards,
Genesis Casino Team
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