Genesis Casino Reviews 780

I will update my review once my withdrawal is completed. But I thought let me share my opinion. So I have a pending withdrawal of £1500. Done the verification and everything has been aprooved and now my account is fully verified. Its gonna be 72 hours soon and my withdrawal still pending. Send few emails and guess what no replies. Life chat keep saying same thing all over again. What other securitie things u have to do after account verification.as normal practise once u verified funds should be released straight away. I m really doubting to get this money but I m not planning to give up just yet. This experience just causes a lot off stress. Just today I played in the other casino I won and my withdrawal already has been processed. So genesis casino can u please tell me what's the issue???

No money. Withdrawal pending. Been 96 hours. Same messages on a chat. No replies to emails.

11.04.2022
So still no money withdrawal still pending. It has been 5 days. Life chat same story. Complain department same story. Now I have raised this to ask gambler and also send email to genesis group limited. I tald them that I have an issues in my personal life and my daughter has a health condition and u even send them a picture of my little girl. I tald them that this money woiild really help me a lot. So they came to conclusion that I have a gambling problems and locked my account. Which is fine as I never planning to play here again. And I woiild really warn everybody else who wants to try please stay away. Genesis limited group was already dealing with gambling commission as many people complained. There is an article. They take your money but they don't pay u back.
12.04.2022
Still not money. Send them email and eventually got a reply back stating that my withdrawal is on a last stage of being reviewed. Not sure was that means but it has been a week now. Ladbrokes and many other casinos process your payments withing an hours. Its ridiculous. Well clearly I m not getting this money and they just giving me all the possible excuses they could.
14.04.2022
Still no money. Emails now I m receiving that my withdrawal is on a last stage and etc. That was 2 days ago. As the person stated below going through IBAS I will do same thjng. Enough is enough. Already made a complain with ask gambler and reported to gambling commission. Please everybody stay away from this site ir doesn't matter u have small or large withdrawal they only take your money but doesn't pay back!!!! Please everybody report this casino.
18.04.2022
Still no money been two weeks now. Same emails. This is ridiculous. They robbing people. I have already spoken with IBAS and they have tald me to wait few more days but as its been 2 weeks now first thi g in the morning I will contact them and will start all the relevant procedures. Please everybody boycott this casino as they never pay people them money

Awful I have 2 large withdrawals. They told me it would be in my account within 72hrs it’s now been over 144hrs. You could say I’m getting a tad worried. It’s nearly 7k. All my other withdrawals got paid within a couple of days and don’t understand why these ones should be any different.my account has been verified and all documents sent. I will amend my review when this gets paid.
£6250 was withdrawn on 29th march
£700 was withdrawn on 30th march

Update 5-4-22
Day 8
Still waiting. A few years ago I won 42k on Betfair and it was in my account within 2days. It’s been nearly a week now and all I keep getting is the same messages fobbing me off with excuses.

Update 6-4-22
Day 9
I’m being told the exact same thing everyday. Maybe someone from Genesis Casino could ring the relevant department and chase it up. I recommended your site to a lot of my friends and work colleagues. But are having second thoughts because of your constant delaying over my withdrawals. Especially after promising me that it would of been paid within 3 days. But as you well know it’s been over 7 days with the same message over and over again.

Update 7-4-22
Day 10
Still not been paid

Update 8-4-22
Day 11
Still not been paid. I don’t understand why genesis casino can’t get in touch with the relevant department and speed it up. It’s been 9 days now when I was PROMISED it would be in my account within 3days. I loved this casino great selection of games. Then there’s the but very poor withdrawal system. They’ve got all the relevant documents and yet still no payout. All my other withdrawals were paid very quickly but this one being a little more tad under £7000 is taking far too long. I’ve recommended this casino to loads of people (wish I never had) very poor zero stars if I could very disappointed.
You keep sending me the same automated message!!
“Should you have any further questions we have an amazing team that are happy to help via chat, email and phone!”
Prove you have a amazing team and get it sorted.

Update 9-4-22
Day 12
Still not been paid. Same old automated messages.

Update 10-4-22
Day 13
Still waiting. Was promised within 72hrs its 312hrs and still nothing

Update 11-4-22
Day 14
Still waiting. Avoid this casino. 2 weeks after withdrawals were made still waiting for payout. Not good enough. They will take your money instantly but when it comes to payouts they won’t. Looking more like a SCAM as everyday passes.

Update 11-4-22
Day 14
I’ve contacted a solicitor to try and get this resolved

Update 12-4-22
Day 15
Still not been paid
They are still waiting to hear from the game provider. 2 weeks!! Really?
I received this,
We do understand your frustration and apologise for this inconvenience once again. This has been raised for you to management as this should not take 2 weeks to complete. To remind you, we have sent them an email requesting an update on this for you so that we can process your withdrawal.
Still no further forward my end tho! ie not been paid

Update 13-4-22
Day 16
So I was told yesterday morning that after 16 yes 16 days it’s gone to management because it’s not suppose to take 2 weeks and that they would be in contact shortly. Well guess what I’ve heard nothing. Absolutely disgraceful. Will definitely be pushing on with my solicitor if it’s not in my bank by the end of today.

Update 14-4-22
Day 17
Heard absolutely nothing after being told it’s been passed to management and they will contact me shortly. over 24hrs ago !!!
I’ve just contacted IBAS so hopefully they can help get my withdrawals paid.

Update 15-4-22
Day 18
Still not been paid

Update 16-4-22
Day 19
Still not been paid

Update 17-4-22
Day 20
Still not been paid

Update 18-4-22
Day 21
Yep you guessed it still not been paid
It’s been 21days, Over 500hrs
As I was told it would be paid within 72hrs
Would a joke this place is.

Update 19-4-22
Day 22
Surprise surprise yes you guessed it still not been paid!!!

Update 20-4-22
Day 23
Still not been paid.
I’ve asked for the final decision and have been told that it’s gone to management. But guess what I was told that on the 12th April, 8 days ago!!!

Update 21-4-22
Day 24
Still not been paid

Update 22-4-22
Day 25
Still not been paid

Update 23-4-22
Day 26
Still not been paid
I was told on the 12th that it’s been passed to management and then a few days ago I was told again it’s been passed to management ( game provider ). Still nothing has happened. This casino is an utter joke. They take your money instantly but when it comes to paying you out, nothing. I made the withdrawals nearly a month ago !!! I spoke to IBAS and they asked me to get a Final Decision from Genesis Casino and all they keep telling me is that it’s unacceptable and it’s been passed to the game provider management. Why can’t management from Genesis Casino ring someone a manager from the game provider and sort this out.
Update 24-4-22
4000 word limit reached 😡

I have withdrawn £700 on the 30th. 2 hours later was not in my pending renewals. So I contacted them, told it was a technical error and will show up the following day. 2 days later I haven't received the money. I will be contacting the gambling association if I do not have my legit winnings by tomorrow. The money is supposed to be "credited" asap... 2 days isnt asap.

It is a fun and colorful experience. Loads to choose from

Still no communication or refund despite ongoing for 3 weeks and being told multiple times it would be sorted in 24 hours ! Shambles . They havnt even got the refund amount right but it’s gone on that long I have gone past the point of caring

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 documents except for a passport or driving licence as I don't own either. Everytime I send another document I get an automated response as to why they won't release my pending withdrawals totalling £150. Yet for many weeks kept allowing me to deposit. Worst gambling site ever.

Ive done many casino welcome offers before now, and this has to be the worst one yet, £40 to play with should last at least an hour, not here… 5 mins and it was gone. for £40 worth of bonus, £20 of my own money then £20 bonus, the highest i won on a spin was 80p and not once did it put me on the bonus, dead spins, they just reel you in with a nice welcome off just to suck your first deposit then give you dead spins…. Avoid

Terrible!!! Had to fill in an IBAS form as this company has made it impossible for me to withdraw, I sent in all documents they asked for but they still won’t process my withdrawal- stay away from this company and all Genesis casino companies, you will regret it

After having an account verified and made previous withdrawals I decided to take a break after my final withdrawal. After doing this my withdrawal was cancelled saying incorrect payment details. This was the 24/02/2022. After sending more documents, ID, bank statements,card details and even setting a Skrill account up at there request I still don’t have my funds. Almost 4 weeks later. No contact for over a week even though emails have been sent. £250 might not be a lot of money to them but that’s not the point. Still no pay out after almost 4 weeks.

21/03/2022
After writing a review on here I’ve had a response. However it’s the same response I’ve had for the past few weeks. That it’s still being dealt with by the relevant team!! Clearly that team isn’t doing anything because we are into the 5th week from my initial withdrawal and contact with there customer services.

22/03/2022
Only response from them has been on here. Still no direct contact or reply to emails sent over the past few days.

I originally wrote a very negative review, but am amending it based on my experience since.

I stand by my comments that UK players must be verified BEFORE being allowed to deposit / gamble online, but my views were driven by frustration after having a small withdrawal approved immediately to then be asked to verify when I won a larger amount. This verification should all be completed before any gambling takes place.

Anyway, contrary to what I’ve seen on other reviews, my verification was completed inside 24 hours and my withdrawal processed immediately thereafter.

The site itself is great with excellent games. If they could get automatic verification sorted it would be a top site.

So i became a member on the 10th of march and was lucky enough to win 2300 pounds, i took ot upon myself to upload ids such as d, licence my address and proof of bank card in which i used to deposit and withdraw, i since saw reviews after and was a tad worried about getting my winnings, it takes 72 hours for them to approve the documents i uploaded before the withdrawl then gets reveiwed after. The phoneline doesnt work but live chat is always available, the agents are limited to what they can tell you so your best off waiting 72 hours at least, after that timeframe was up i had a email confirming my account id had been approved, i contacted again via livechat and was told my withdrawl would now be done soon, to be fair it was in my account later that morning, all in all not to bad a experience just abit frustrating as seems to take abit long to be verfied, but main thing is i was paid 4 days after my withdrawl

good early bonus but they will never let you withdraw. Submitted documents several times but the requirements keep changing depending on the agent you talk to. Currently stuck on payment verification as they want a pdf bank statement for my deposit which wont be released for another month, way beyond any other verification process. If you ask for help you get csr's that are clearly helping several people at once and mostly get copy and paste answers. Also 72 hour withdrawal time is rediculous.

Although I always had a good experience in the past with Genesis, I am now being completely ignored by the customer service team and complaints team. I requested a £250 withdrawal on the 27th January and I'm still waiting, despite literally receiving another withdrawal the day before. Not only that, but when I chased them up regarding my payment, they accused me of having a gambling problem and excluded me from the site, so I can't even log in to speak to someone. I've just recently been diagnosed with cancer, and this was all going on at the same time, and its been unnecessary stress on top of something that has already been the most traumatic thing I've had to deal with. Its awful that a company exists where they can take your money for years and then when its time to pay up, you suddenly have to jump through hoops. If I could give zero stars I would because the "service" I have received has been atrocious. Its a shame as like I said, I always enjoyed the site before. This has been really disappointing though that they treat people the way they do. I could understand if I'd won £100k or something, but its £250.

So I just joined this casino Yesterday. I deposited £100 and I won £600 on my fav game Mega Ball. It's all still pending. I have not had any emails asking for ID or anything, so I'm thinking the money will just be released to me.
I like the look of the casino, had no problems with games freezing or anything, I like that they have a cash back scheme of up to £200. I spend a lot of money in casino's, so I'm hoping this will be a regular for me as I do love the fact you can make multiple withdrawals, some of the other casinos only allow 1 withdrawal at a time, which is annoying.
After reading these reviews, I have to say I'm feeling quite anxious now!! I have had to deal with this in the past, and it's an unpleasant experience. I will remain positive and see what happens. Watch this space, :)
*Update* 13/03/2022
Looks like it has begun, I was locked out of my account today, they claim I chose to self exclude myself, I did no such thing, still waiting on £600 from them.
Edit 14/03/2021
Yes, I sent my documents twice through email, as you claimed I did not send them. I got about 5 emails instructing me to upload the documents on to the website, but since I am locked out of my account, you know I cannot do this, each time I replied saying I could not do it, I get another exact same email asking me to do it, it's exasperating, is no one listening to me? So I have twice now sent my documents through email. Balls in your court!

*Edit* 16/03/2022. So they emailed me today saying I am now verified, But I still can't get into my account, and they still have not released my funds.
Update
Dear Louise margaret,


We regret to inform you that after reviewing your account your winnings have been voided due to breaching our Terms and Conditions.

Please be informed that your account on Genesis was registered with different details to the one registered on our sister casino Spinit

The details that do not match are sufficient to surpass the system which is why you were able to register this account. We invite you to read clause no 29.1.5 in our T&Cs.

Considering all the above your account will remain closed, any winnings have been voided, and we refunded your deposit

I understand if this is not the outcome which you were hoping for and I urge you to seek help from the following organizations.

Here is additional gambling addiction support:
This is the email they sent me today!!! I have never had an account with spinit, ever. They have failed to show me proof of this account too. They did out 100 in to my account, which is weird, since I have allegedly broken terms and conditions. You still owe me 400 quid, genesis, and I want my money!!!!!
*Update* 17/03/2022
I'm still getting generic emails saying I have to wait until some department decides, they are just giving me the run around. They still owe me 400 pounds. Where is my money Genesis, this has gone on long enough, pay me what I am owed!!!
20/03/2022
They are now saying they cannot access the spinit account they claim I have due to self exclusion!!! You just can't make this crap up! So genesis, how do you prove I have a spinit account? Where is my £400, please put it in to my account asap!

Don't play here!

After nearly 3 months of my pushing they finally paid out my £2000. I am convinced this is due to my leaving reviews on here and taking to IBAS.

They try and fob players off with requests for extra verification as an excuse not to pay out citing UKGC regulations as a reason but these are utter lies. If you are a UK player you have to be verified to deposit and play, they can't then stall a withdrawal after accepting this. This is set out in their licence conditions. They can't offer their services in the UK without adhering to those conditions.

If you are reading this after Genesis are refusing to pay your withdrawal after happily permitting your depositing and playing...stick with it. They will try and avoid but stay calm and focused and they will have to pay out.

Still waiting to hear back - has been 14 days.

They operate the slowest I have ever seen in any company and clearly make up the rules as they go along.

If I could do zero stars I would.. withdrawn £3550 on Wednesday still waiting for it to be paid. Keep saying they are checking game play will be up to 72 hours. Absolutely shocking length of time to be waiting. Getting replies from complaints team now not getting nothing.

How long does it take?! 3 people have done that and still nothing!

Update
Still no funds, and been ignoring my emails since yesterday. When will my winnings be released??? Causing nothing but stress

Final update
I've now received, thank you Snezana 😊 only person that actually went above and beyond to help me

So after waiting a week to get verified, I now have to wait an unknown amount of time to get my withdrawals verified. Adding onto the fact the customer service is extremely rude and clearly don’t know anything about their own company. So god knows when i’ll get the money that’s rightfully mine.

On the 23 of February you have said that your department is handling my issue. We are on the 4 of march and nothing happened. Were are my money you scammers. Were are my 200 pounds.