Genesis Casino Reviews 780

I have enjoyed the site, I like how it's set out and it's easy to use and has my favourite live casinos.
However I spoke to there online customer services this morning around 8 hours ago asking how long my withdrawals would take and was told it had been approved and would be processed to me 'any moment now' as the words used. I have screenshot proof of this, yet still I don't have my funds. I'm waiting in 3 separate withdrawals, if these are with me by tomorrow then I will happily change my review to 5 stars as withdrawals are only issue I'm having.

EDIT - I spoke with Marta and Estefania on customer service who told me my funds would be released yesterday (28.8.22) it's now 29.8 and I've spoke to zoey this morning who said my funds will be released today??? So which one is it? I don't like being lied to genesis.

Read the reviews and dont let the misleading I could not withdraw my money fool you! Spent my deposit and %100 bonus within minutes....No gameplay dead spins tried a couple of slots in my limited time..so bad it took me longer to verify my account than I had play time....account closed now enjoy yer measly payout lol

Look at the company activity, top right, so they have had 52 bad reviews revoked from trustpilot and zero five star reviews ...tut tut!!

EDIT: After the money reverting back into my account, I made another withdrawal and the money has gone into my bank today.

Wish I had read reviews beforehand, made a withdrawal for £180 on the 19th Aug and was told it was released on the 19th and would take 1-3 business days to go into my bank. Its been 3 business days now and when I went on live chat I was told I have to send a bank statement in pdf so they can escalate! I have sent the statement so now await a response. I will update when I get an update and hopefully add more stars when it's all sorted!!

Hey I have given a 3* so far based on my experience.

I will happily upgrade to 5 if I can get answers and not have my money held unlawfully; as my account has been verified based on the ukgc rules, the money should be released, if further documentation is required this should not stop you from releasing my current withdrawal request as the account status is verified.

I have sent off my verification documents which have been requested and they have been approved.

I am currently waiting for my withdrawal to be approved, based on previous reviews I can see it’s hard to get your winnings. I am trying to avoid this by asking do i need to send any other docs in as currently I have sent My passport and bank card. I DO NOT want to wait 3 days for you then ask for more documents as I am verified it would be illegal to hold my money and ask for more documents.

Please can I kindly ask if you can provide with me with an update as to when my withdrawal will be approved.

I look forward to gaming with you but a bit cautious having read previous reviews.

User Sh4hed

Contact me about my withdraw, need assistance about getting this sorted. Not good at keeping to 1-3 days.

I have thoroughly enjoyed every experience I've had when visiting Genesis casino and was given a little surprise gift today to show appreciation and really felt special and acknowledged which really meant alot seeing and ots been awhile since someone else has. So thank-you 😊 💓 and to the support staff keep up the awesome work you do assisting others. We really are grateful for you!!

Wish I had of checked reviews about this casino before dropping my money in it, I use a lot of casinos and this is by far the hardest to withdraw your winnings from so far.
Its been 6 days from initial withdrawal and they now have escalated it to relevant department, no other casino has ever had any issues transferring winnings to my bank, now they are asking for bank account transactions and photo ID which is absolutely outrageous. i will update this review on the progress.

DAY - 9 have not even heard anything back about my money yet.
Day 13 , still no sign of the money
Day 14 , no money in my account, i contacted the cust support via chat and now they want a full PDF of my bank account which I'm a bit concerned about providing as I really think this site is really dodgy - reported them to the UK commissions and raised various cases against them, far to many people are being affected by this for it to be an "error on there side"

Worst sight I have ever played didn’t get on a feature or even the little bonus in game real shambles of a site I played the game lots on other sites and got a chance of a win this site is just a scam can keep my money would of won more in the long run off me must be real poor mangers need some coaching Tbf my banks 🏦 still full baby 😘 unlike your 1 star reviews

Withdrawal was processed yesterday, apparently failed due to an error on their side, the money returned to their site. I had already waited 36 hours at this time. Now processed the withdrawal again, contacted customer service to ask this be reviewed ASAP as I don't see why I should be penalised for something that wasn't my fault, promised it would be done today...and it's still sitting pending. Had a few issues with this site but usually sorted but this one after being assured it would be sorted today has really annoyed me

Update... money has now been released and I'm my account

Tried to withdrawl money and followed all the steps to a T. Of course they give me some excuse in a email that my mastercard didnt accept deposits…. First of all i used visa to deposit so therefore ill use the same card for withdrawl. Just like the rules says to do it. So now since thats declined, they want to verify me of course, the upload document link on the mobile site only works until you get to the verify address step which is step 2 of 3. Its just there way of keeping the money there in pending state for players to spend. Its very shady and unprofessional. Ive used over 30 online casinos and this is by far the worst experience. All i want is my 800 dollars. My ID/Drivers License uploaded instantly. Ive now tried to upload 10 different address verification documents and it still says declined. Everytime i online chat with support I get zero help. The canadian phone number doesnt even work. I just want a honest and fair explanation. This is just a very shady way of doing business. Look at all the reviews saying the same thing.

Genesis please send payment today. I am posting the chat transcript and you can tell me if im being un reasonable from what i had to deal with today.

Absolutely disgusting customer service. The verification process is painful, five times I have sent documents through the site and they have rejected them. I have now sent them via email and now I have to wait a further 72 hours for them to check. It’s simply not good enough in this day and age, pay your customers out faster we have won fair and square and yous just don’t give a toss about customers.

These documents where sent on Sunday the 7th August. This sums my point up exactly

Awesome site. Easy to use. Wicked bonuses

6th Aug: Really disappointed with this site. First time playing and won £400. Which seemingly was sent to my Apple Pay account but declined. According to Genesis it was declined at my side. Never has that happened with Apple Pay before. Now my withdrawal is still on pending and Genesis keeping on moving the goal posts. Wanting more and more verification for payments. I have gave them bank acc details(screenshot of statement) linking it to my Apple Pay ,also supplied doc of my Apple Pay account. They can take my money easily enough but won’t give what’s owed back. Also had chats with few advisors some ok but Bernard just cut me off. Come on Genesis treat your customers fairly and give us our winnings! Ps sending a bank statement (my acc details and address etc)is ok but you don’t need to see my payments etc! That’s my private business. It’s only details you need. My Apple Pay provides previous payments to yourselves.

UPDATE: 2hrs after my review my pending withdrawal was cancelled…..
£ has been put back into my online acc. So withdrawing now through another method. Let’s see if this works or if they’ll ask for more verification.

7th Aug: UPDATE: again the goal post has been moved! They now need picture of front and back of my bank card. Plus a pdf of a bank statement. That is my private business. They don’t need to see what I have. Seriously get a grip Genesis just give me my £££.

21:22 Update:: finally I’ve got my money. So will change this review to 3 stars. As site itself was good just bit of hassle trying to get my winnings.
Can’t even reply to this review!

Just awful. Never win nothing! Every spin is dead!!

What a joke this casino is, withdrew my money originally on the 23rd July and got told it had been approved by one agent. 2/3 days had past and still nothing and another agent said you have to wait 1-5 business days as it’s Apple Pay. 5th day still nothing and I get an email saying I need to upload docs so I’m doing this, when it comes to verifying my address the website does a continuous loading screen so I can’t upload nothing… my documents are all online from my job and bank. 2nd of august still nothing this is a joke of a casino avoid and all costs I don’t think I’ll get my money anytime soon I feel robbed

UPDATE - 3rd of August

Sent in my documents and they still need more proof…. This is the slowest casino to check documents I’ve ever dealt with . Stay well clear of them. No money still I’m basically being robbed

UPDATE - 5th August

Withdrawal has been put in my bank, everything else was a disaster but the withdrawal time was quick

I so wish I had looked at reviews before joining this joke of a site, I joined and deposited £200 in total with no problems, won £255 and thought I’d try and withdraw my winnings, I received an email next day saying my Mastercard doesn’t support withdrawals (it’s a visa debit!) contacted chat as you can’t phone (they say technical issues with phones) to be told to try bank transfer , only thing is withdrawal is in pending withdrawals so can’t, and after looking at other reviews that doesn’t look promising either
Genesis give me my winnings please , this sort of company shouldn’t be allowed to operate as seems to me that they just trying to get out paying you, I will update this review with any developments

THIS REVIEW STARTED OUT AT A 1 STAR RATING. YOU WILL READ BELOW HOW IT ENDED UP BEING CHANGED TO 4 STARS.

I am having similar issues as other people who have left a review. I started the process of my withdrawal almost 3 days ago (transaction number 985559806 ) and was shocked to wait this long as its usually within the hour or most occasions its minutes.
I contacted Genesis and spoke to Bernard who proceeded to mince my words until I got railroaded into a self-exclusion (I've seen this exact situation happen to other people and I have a copy of the chat to prove that this us what happened) I'm now blocked because I answered "yes" to the question "is this money important for your day to day life?" I'm pretty sure 99% of people who are asked that question would answer the same. He stated that the money I won should only be used for gaming and should not be for food, bills, etc. I didn't even state that it was for bills or food. So I replied that I'm being blocked because I'm daring to use my winnings on something other than in their slot machines😬! Outrageous! I mean really it's absurd. 🤯
I even had to forfeit my Bonus (30 free spins per day for 9 days) so I could withdraw my money.
Anyway I'll keep you posted on where I am with my withdrawal procedure. I hope I am not still waiting in 3 weeks like other people.

Please genesis can you do right by me and process my withdrawal so I can change the review rating from 1 star to 4 or 5 stars.

Update
It's nice to have a response from Genesis casino at least. I still haven't received my winnings nearly 4 days into this now. Let's hope this gets resolved quicklyI eagerly await a response from Genesis!

UPDATE 2

I have been paid the now (yesterday afternoon) and as a result of the fast response and process I'm changing my review rating from 1 star to a 4.
It is worth it to make your feelings known in a review as I have been dealt with fast and efficiently so I highly recommend everyone does this.
Thanks Genesis and please treat your customers with the respect and efficiency that you have treated me with 👌😉

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 sent pdf transactions and now I have been locked out of my account.... everytime I try log in it says an unknown error... avoid at all cost I feel disgusted

More than a week has passed, but withdrawal is still pending. It is written that the withdrawal time is 1-3 working days, but more than a week has passed already. Documents are all approved. Every day it says the same that the withdrawal is waiting to be reviewed.
I do not recommend this casino

Update 31/07/22

Recieved call from casino basically more checks which i did, but guess what, still no sign of my money.

Seems like nothing but hassle, was told my withdrawl was approved and should recieve within a few hours, never recieved then to be told its on hold because they need verification done that and still no payment, has been removed from pending withdrawal to transaction history no sign of any payment and when i raise this with the live chat i seem to just be getting fobbed off. No further forward doesnt seem like im going to see this money.