Genesis Casino Reviews 780

Looking at the site it looks really good with lots of good games available but …..
When it comes to withdrawing winnings it’s impossible, my ID and prof of address has been verified,
I have had 3 pending withdrawals for over 3 weeks now and customer service keep asking me for extra proof, bank cards and Apple Pay, which I have provided twice.
Still nothing!!!! They are quick enough to take my money from the bank.
I’m starting to think I have been robbed! And have come to terms that this money may never be transferred into my bank.
I think I may need to gain professional advice on what I do next.
If this withdrawal process was better I would definitely highly recommend this website.
Once this issue is sorted I’ll redo a new review.

DO NOT USE THIS SCAM SITE ! YOU HAVE BEEN WARNED... UPDATE TO THERE ROBOTIC REPLY... where do I say I was unlucky ? Your site is a scam stop robbing people!

I joined genius casino and deposited via my skrill account,I won 560 dollars and withdrew,I uploaded the supported documents I could I explained I didn't have photo ID as my license was taken off but I uploaded my tenancy agreement my birth certificate my debit card details which are linked also to my skrill and said I could get a letter from my bank,wasn't good enough,froze my account,I have withdrawal into the only withdrawal option they gave me me which was back into my skrill,also there's less money leaving a balance of 400,I've heard nothing no contact,I asked for my funds and then they can exclude me if they must,im so gutted I feel ripped off and the dishonesty from there end,no help in trying to resolve the matter,with everything going on in the world with covid I could really use that money,and now im crying writing this,its just so much pressure and a let down 😪

Won £200 on Monday withdrew straight away. Was told I would receive it within 1-3 working days. Still nothing and customer service is awful.

Shouldn’t be running an online casino if you can’t pay your customers. Stay away from this online casino cause there quick enough to take your money but paying it out is non existent

Update money has gone in if withdrawals were done quicker this would be a good casino. .

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 pounds no bonus game at all,casino set game level hardest,as much as took money from me.this is worst ever site I have played,this is warning to whoever don’t want to lose big money in this site

Registered with this website and played as usual nothing was an issue but then I tried to withdraw money from my account which was £50. They asked me to upload documents to verify my identity which I did all were approved. The next day comes and I check my withdrawal but it was still pending so I contacted support to ask about this and they said it takes upto 3 days no problem I thought so I go away and came back to my account. I tried to log in but couldn't as it said there had been an exclusion placed on the account well that wasn't me who did that.

I contacted support once again they asked me to send in documentation via email as they hadn't received it even though I'd uploaded all documents via their online verification system. I then ask about the exclusion but the advisor couldn't answer my question as to how this happened.

I'm having a lot of trouble trying to claim back the money due to some ridiculous issue to which I still have no answer.

Im going to raise the issue with ombudsman if I don't get back my 50 pounds. The company is a joke in all honesty.

Editing my review, they've refunded me the £50 but still not explained the reason for the exclusion on the account. Won't be using this site again

*update after 3 weeks now been paid money via PayPal.

STAY AWAY SCAM COMPANY

As this is the only way you seem to be able to get your withdrawal im leaving a review
Where do I start I made a withdrawal weeks ago and they blocked my account and still have not processed my withdrawal. I have sent all documents they apparently require and I am barely getting any responses

Response: there is nothing to investigate I have provided more than enough proof of Id, bank statements,PayPal Info and some.
You are literally just withholding my money unlawfully. I will be taking this to the gambling commission if not paid within the next week.

Have used Genesis for quite some time.

Have Spoken to Julio many times via the Live Chat and has always been prompt, polite, courteous and resolved my issues / queries in a timely manner.

Great site with great customer service.

The worst experience I have ever seen
! Like countless others, I have been trying to make a withdrawal for now what has been over 4 months! Repetitive failures to withdraw and every time being asked to provide pdf bank statements which only get released at the start of each calendar month so am often waiting around 3 weeks to confirm I have not received the funds. Upon this occurring once again! I am realising they will keep this cycle going and will try to never pay out. This final time it was confirmed that I hadn't been paid after I submitted my pdf statement and they told me use bank transfer rather than debit withdrawal option. They never put the funds back into my Genesis account so I could not even start this withdrawal! I have raised this with them and they have told me to provide a pdf bank statement AGAIN! They have failed to return the funds to my Genesis account after confirming I had not received the money into my bank account. They are aware that I have not made another withdrawal but still need to see my statement AGAIN before they can raise it to the relevant department. Absolutely disgusting as I will now have to wait another 3 weeks before I can (supposedly) have my funds returned to my Genesis account to start the withdrawal. I am pretty convinced that next month the same excuses and processing errors will occur and the cycle will never end. This is completely unacceptable and I thoroughly hope people read these reviews to stop having winnings taken from them. AVOID AT ALL COSTS!

Update...
After being told to use the trustly option. It has once again been declined as I have to just the method I used to deposit. One member of the team tells me one thing amd then another member tells me another. On top of that, I have been told the funds have been returned to my Genesis account and they haven't! Just when I thought that they had this sorted out they thoroughly disappoint and let me down again!

I find the advisors very helpful and patient. My experience so far with this casino has been great. Keep it up guys!

Almost 3 weeks now. I left a review here last week. As one of the previous reviews mentioned, here’s is exactly how my case has been handled; I made a withdrawal through Interac, they sent me an email with code that it’s been processed meanwhile it failed so I didn’t get the E-transfer email for my withdrawal. Contacted support on multiple occasions, as I mentioned in my last review, they asked me to wait 5 business days which I did but usually it would arrive in 2 business days or 1 after I get that code to deposit. I waited the 5 business days, they said to call Interac, I called Interac and was referred to Gigadat. Gigadat responded effectively saying that the transfer failed and they aren’t authorized to resend failed transfers and I would need to get back to Genesis Casino to put the fund back in my account and make a new withdrawal. I contacted support to let him know this was their response, he somehow misinterpreted my words and said I needed to self exclude and he literally kept sending the self exclusion as a response to anything I say after asking me to pick how long I would like to self exclude for like or was a decision I made which I literally don’t care about but he said he’ll ensure my withdrawal is processed after I answered him but he came back saying department isn’t available at the time. He excluded me from my account and I couldn’t contact live chat directly anymore. The number on the website too is never goes through but of course I don’t know what I was expecting. I’ve sent multiple queries regarding my withdrawal now, they said to open an Ecopayz account since that’s the only way they would be able to process my withdrawal. I did open the account. I was asked to send screenshots of the account showing url, my name and email and the e-wallet account number. I’ve sent that screenshot like 5 freaking times now and they keep repeating same thing in the email asking me to send the screenshots or go to my account to upload it. I’ve emailed it 5 times cause I can’t go to my account since they excluded me for asking for this same withdrawal. It’s been back and forth and I can sense they want to weasel their way out of this but I won’t relent. I want my withdrawal back and they just send stupid reference numbers when they don’t even follow through. If the reference number was relevant then the support should have known that I was self excluded and asked to open Ecopayz and that I’ve sent screenshots multiple times. Worst customer service ever. I was really patient but now I’m livid. I haven’t had this bad service before and I’m appalled at how an organization can be so dishonest and poor in their management. I’ll keep asking for my withdrawal until I get it.

Shocking site. Customer care is the lowest of the low, with the only answer and advice they give you is 24-72 hours. You basically need to send every last bit of information on yourself to verify the account and at best most of it isn't up to there standard. They won't pay out winnings as iv had an ongoing withdrawal which is no further on from the second I won it. The company is a big shambles and a scam. They are happy to take your money but when you win qnd want to withdraw they freeze you from gambling and ask for all this information. Please avoid or atleast read reviews 1st as I'm 1 of the silly people who took it at face value and have been time wasted constantly.

Update.
Still nothing I have sent statement after statement and its still not resolved considering I had made the withdrawal on the 2nd July. Iv phoned my bank and they have said nothing has came threw on there end. Nobody in genesis cares and are just holding up and delaying at all cost.

I have now been waiting over two months for my withdrawal from this company. I have been told on multiple occasions that it has been processed, however it has not arrived via any of the methods they have suggested. I have spent more time having to prove that this withdrawal didn't arrive than anything else, and have even had to open and fund an e-wallet and even that hasn't worked. I have spent the last week sending copies of my statements from my e-wallet and the company have claimed that this is acceptable on multiple occasions. I have literally asked the e-wallet the direct steps to ensure that the statement I provided will be accepted and since submitting that, I have had no response.

This company will delay delay delay payments and make you jump through hoops to get the money that you are owed.

AVOID

So far my experience on this site has been second to none, good selection of games, beautiful website layout and best of all extremely helpful support regarding chat. I’ve had a few problems which have been resolved quickly. I am currently waiting on my withdrawal to go to my bank, when this hits my bank within the time frame they have give me I will be back to mark 5* if it doesn’t you will also know about that too!

Love ❤️ this casino
Easy to navigate
Awesome live chat response
Great casino overall

I won a week ago and had no problem getting my winnings. I won $800 two days ago and verify my documets again. However they say my address doesnt match. It doesn t make sense. It says me address doesnt match with what they have on file. I looked it up and it does. I sent them a bank statement, government letter and car insurance. Is this a stall to get paid. I was happy with them. I got asked do I gamble and expect it as income. No I spend what I allow myself to. Now with the holiday it will be a week or two. Seems the same thing is happening to lots of people if you read the reviews. I looked and I was asked to send in documents in 2020 I was living at same address. Same drivers liscense with address on it. I stopped playing for quite a while on this site due to the problems getting paid. I was hoping they had changed... I see that it was processed however I haven't got a password yet to receive it.....I had it right away last time. So if someone could look into that please and thank you. Now the casino said I asked for my account to closed, which I didn't. I just want what is owed to me and the game playing to stop. You should take care of your customers and want to keep them happy. I need a password to accept the etransfer for when you send it and for the games tot stop....Thank you Genesis Casino I received my funds this morning.

Worst online casino ever. I did wage 2000£ from bonus and after that i did 500£ more extra, i withdraw them and they cancel the transaction. Total joke with the players. PLEASE DO NOT GAMBLE on it.

I joined and played for about half an hour. I then got kicked off the site and when I tried to log back in, it said my password was incorrect. I know it was not. I used password link to my email address so I could change the password about 6 times, it still hasn’t arrived. I asked for help from Chatbot, no good, I emailed using address supplied and again nothing! So wish I’d read the reviews before joining.

I was able to get updated info in regards to my documents very pleased thank u for all ur help

Im pretty exhausted. We all loose money when we gamble at casinos but now and again we win . I have spent the last 3 weeks trying to get my winnings from this casino. You will receive the emails saying your our top priority. You will struggle as a law abiding person with a British Bank account to get your money . I'm not player who as lost or holds a grudge . I'm just someone who as won and after 3 weeks is still waiting to get paid . If and when I get paid I will post