[SIZE=18.36px]Thursday 26th of March I joined GenesisCasino, made a deposit of £50 and took a deposit bonus of £50. I had a win and completed wagering and went on to cashout £500 on Friday the 27th of March.[/SIZE]
[SIZE=18.36px]Later on that day I received an email asking for various documents and selfies which I sent over to them on Saturday the 28th of March. Contacted the casino on Sunday the 29th of March and they tell me that they haven't received the documents and to send them again. [/SIZE]
[SIZE=18.36px]I went on to send the email several more times on the 29th and everytime they said they hadn't received them. They couldn't give me another email address to try and send the documents to and advised that I cannot upload them via live chat and I must send them to that email address or upload them to my account. Uploading them to be account was also out of the question as GeneCasino have put a block on my account until I am verified so I wasn't able to log In.[/SIZE]
[SIZE=18.36px]Finally on Sunday the 29th of March they say they have received the email with my verification documents. [/SIZE]
[SIZE=18.36px]Since then I have contacted live chat pretty much every day to ask for an update on verifying my account as it has now been 9 or 10 days since they said they have received the documents they asked for. [/SIZE]
[SIZE=18.36px]The only answer GenesisCasino will give me is that there is no update. They are not even willing to give me a time frame on how long it takes to verify my documents. I'm not sure how this is an acceptable answer.[/SIZE]
[SIZE=18.36px]So what? They're telling me verification could take months or even years?[/SIZE]
[SIZE=18.36px]Live chat have also said they as per UKGC they only have 72 hours after receiving the documents and have said that they are in breach of their licence. (Nit sure how true this is)[/SIZE]
[SIZE=18.36px]It appears to be shady delay tactics and I am expecting if or when they finally do come to check my documents they're going to state something is wrong with them and I need to send more documents. But God knows how long this will be until they do contact me. [/SIZE]
[SIZE=18.36px]Live chat have told me twice that this has been escalated several times but I am yet still to hear anything from them.[/SIZE]
[SIZE=18.36px]Not really sure what else I can do as live chat will NOT give me an answer on how long I can expect to wait to be verified. They just keep telling me there is no time scale.[/SIZE]
[SIZE=18.36px]I completely understand the casino needing me to send documents to verify my account and I understand this can take some time. But any other online casino I have dealt with in the past has done this in a prompt timely manor. I don't see 10 days as prompt or timely especially when they won't give me an update or even estimated time scale.[/SIZE]
[SIZE=18.36px]Hoping Casinogrounds has some contacts to try and move things along. I do have all the transcripts from live chat also. [/SIZE]
[SIZE=18.36px]Later on that day I received an email asking for various documents and selfies which I sent over to them on Saturday the 28th of March. Contacted the casino on Sunday the 29th of March and they tell me that they haven't received the documents and to send them again. [/SIZE]
[SIZE=18.36px]I went on to send the email several more times on the 29th and everytime they said they hadn't received them. They couldn't give me another email address to try and send the documents to and advised that I cannot upload them via live chat and I must send them to that email address or upload them to my account. Uploading them to be account was also out of the question as GeneCasino have put a block on my account until I am verified so I wasn't able to log In.[/SIZE]
[SIZE=18.36px]Finally on Sunday the 29th of March they say they have received the email with my verification documents. [/SIZE]
[SIZE=18.36px]Since then I have contacted live chat pretty much every day to ask for an update on verifying my account as it has now been 9 or 10 days since they said they have received the documents they asked for. [/SIZE]
[SIZE=18.36px]The only answer GenesisCasino will give me is that there is no update. They are not even willing to give me a time frame on how long it takes to verify my documents. I'm not sure how this is an acceptable answer.[/SIZE]
[SIZE=18.36px]So what? They're telling me verification could take months or even years?[/SIZE]
[SIZE=18.36px]Live chat have also said they as per UKGC they only have 72 hours after receiving the documents and have said that they are in breach of their licence. (Nit sure how true this is)[/SIZE]
[SIZE=18.36px]It appears to be shady delay tactics and I am expecting if or when they finally do come to check my documents they're going to state something is wrong with them and I need to send more documents. But God knows how long this will be until they do contact me. [/SIZE]
[SIZE=18.36px]Live chat have told me twice that this has been escalated several times but I am yet still to hear anything from them.[/SIZE]
[SIZE=18.36px]Not really sure what else I can do as live chat will NOT give me an answer on how long I can expect to wait to be verified. They just keep telling me there is no time scale.[/SIZE]
[SIZE=18.36px]I completely understand the casino needing me to send documents to verify my account and I understand this can take some time. But any other online casino I have dealt with in the past has done this in a prompt timely manor. I don't see 10 days as prompt or timely especially when they won't give me an update or even estimated time scale.[/SIZE]
[SIZE=18.36px]Hoping Casinogrounds has some contacts to try and move things along. I do have all the transcripts from live chat also. [/SIZE]
