Should I report Gensis Global casino to the UKGC/MGA

H

HADTOCHANGE

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Chat transcript





 




 








 


 


 








 




 








 




 


Joonas


Mon, 11/01/21 09:45:53 am Europe/London


 




 




 






Hello! Please hold on, we’ll be with you very shortly.






 




 








 




 








 




 


 


09:45:53 am


 




 




 






hello






 




 








 




 








 




 


Joonas


09:46:01 am


 




 




 






Hi there! My name is Joonas and I'll be working as your agent today. How may I help you?






 




 








 




 








 




 


 


09:46:33 am


 




 




 






12 days still not got my funds




ref:_00D20._5006M1tD2S7:ref




# 05140: Withdraw not received






 




 








 




 








 




 


Joonas


09:48:40 am


 




 




 






Let me have a look into it for you, please hold a moment.




As much as I would love to tell you there are updates on the matter, sadly, there are not. The matter is being investigated by the relevant department and you will be contacted via email once there is any updates.






 




 








 




 








 




 


 


09:54:50 am


 




 




 






whats to be investigated I put money in via my card i withdraw,and, you send.... is this common practice from a regulated site?




I was also told this would be resolved within 72 hours that time has now elapsed




told this*






 




 








 




 








 




 


Joonas


10:02:05 am


 




 




 






The withdrawals have been released, but they have not reached you so the matter indeed needs to be investigated. Rest assured it is being taken care of and you will be informed right away with an update once there are any.






 




 








 




 








 




 


 


10:02:33 am


 




 




 






so whos at fault here me, the bank or your firm?






 




 








 




 








 




 


Joonas


10:03:41 am


 




 




 






The issue seems to be with WorldPay. They are the middleman in the transaction.






 




 








 




 








 




 


 


10:04:27 am


 




 




 






please who world pay are and why this has stopped me receiving my money plz




explain who*




imo at this point as a valued you customer your firm should pay me directly by now as I have proven to you via bank pdf funds not recieved my end. whats a small sum for a casino could be a lot for the customer




not the best PR is it?






 




 








 




 








 




 


Joonas


10:10:11 am


 




 




 






WorldPay is the middleman in credit card transactions. I totally understand your frustration and I would be frustrated too!






 




 








 




 








 




 


 


10:12:18 am


 




 




 






A middleman? can only be a middleman when both parties know or need a an escrow service....I dont even know them. Are you able to honour the transaction and send directly?




I would ask for another term scale to complete YOUR investigation but whats the point in asking




timescale*






 




 








 




 








 




 


Joonas


10:15:55 am


 




 




 






I can not provide a time frame for this sadly. As I said before, the issue is being investigated, and there is nothing we can do at this moment other than wait for it to be solved. I'm truly sorry for any inconvenience caused.






 




 








 




 








 




 


 


10:17:04 am


 




 




 






OK at this point I think i need to take my own advice from your governing bodies can you Malta bodies and their details please could also confirm by contacting them it will not slow this process down further.




please confirm Maltese and UK bodies






 




 








 




 








 




 


Joonas


10:18:42 am


 




 




 






For UK players the regulator is UKGC as we operate under their licence.




To save the authorities time, I kindly ask you to wait for the matter to be solved as this issue came up with multiple players so it is also in our best interest to fix the issue






 




 








 




 








 




 


 


10:22:03 am


 




 




 






at this point its my time that should be saved in all fairness. but as you unwilling to send directly and the fact you cannot give a timescale what what you do when facing this problem online??




never had a problem with worldpay when depositing... how come??






 




 








 




 








 




 


Joonas


10:25:25 am


 




 




 






The problem appeared recently with withdrawals.




As I have stated multiple times, the matter is being investigated and you will be informed as soon as there are any updates. Is there anything else I can help you with?






 




 








 




 








 




 


 


10:28:33 am


 




 




 






No... but as a business owner myself, if a customer has proven they have not received funds I would honour the players funds via direct transfer and sue the middleman not leaving disgruntled customer fuming at the worse services i have known.




can you send me this transcript to @@@@ plz






 




 








 




 








 




 


Joonas


10:29:52 am


 




 




 






I totally understand your point of view. I can or you can request it yourself from the 3 dots in the top rightc corner after the chat.






 




 








 




 








 




 


 


10:30:06 am


 




 




 






and an email to update them on a 24/48 basis so they dont lose faith in my business... even if their was not real update
























 
Last edited by a moderator:
I won one of those "Daily Jackpot" things for €12k a few years ago and had nothing but problems trying to withdraw, was waiting over 3 weeks for verification and then they canceled my withdrawals twice saying it needed to go back to the deposit method (which it was as I only had one card / deposit method). Then they said they paid and that the issue was with their payment provider (same issue as above).

Ended up getting about €8k off them after about 8 weeks of back and forth (I ended up losing €4k in the 8 weeks it took to withdraw, but that's my fault).

After that I asked them to close my account and never went back. Shortly after that I believe they got a substantial fine off the UK regulator for "Responsible Gambling" shortcomings.

Fingers crossed you get your money, but I wouldn't game with them after this if I were you!

 
Thanks Stu.

I use them as the are so active in offer new re-deposit bonuses, but yes will not be using them again.

Confident I used a casinogrounds link to use this site so was looking for advice on here as to weather to report or not worth it.

I did find the dont waste the UKGC time comment from them super annoying and unsure if this would assist or hinder my cash out shame; only one response so far.

 
Yeah man I know how you feel, personally I've actually stopped moving casino sites to get bonuses I just play with raw cash now on 2 websites as I can't be bothered keeping up with what I can / can't play and I very rarely ever made the wagering requirements either. I just like knowing that what I've won I can cash out straight away etc, but each to their own!

I only just realized they are promoted on CG, which is really disappointing to see considering their fines (two of them I believe) from the regulators. 

You can always open a complaint on AskGambler or ThePogg and that may speed up the process, I may be wrong but I think decisions on POGG are like a type of mediation and as such are binding if the casino itself is signed up to their website, but take a look yourself and see if that's any help.

They said above that they paid you and the issue is with Worldpay, I noticed that when this happened to me my withdrawls were still showing as pending on their website, so I told them if they had been processed like they claimed they wouldn't be "Pending" and it was after I pointed this out to them that I ended up getting the money a few days later, you should check that too.

Good Luck!

 
Thanks guys, in fairness never had a issue with them so am keeping my cool but I found the lack updates and the fact it is showing as processed on my genesis account as annoying.

Add in the fact I had to chase them to find out the money wasn't going to land (3 times now) and send in a bank pdf showing funds not received you would think they would do their best to pay it out asap; thankfully I can suck up this financial lost but I did spend £1000 on some computer equipment thinking I will get this money shortly so feels like I have lost out twice now lol

Hopefully this is picked up by a CS moderator due to their affiliation and speeds it up for others but yeah I recall them losing their Uk license not so long ago and feels like their best route would be to pay out customers directly (once bank pdf proves not received) and sort out with the middleman thereafter.

But what do I know?? I dont run a successful business or have valued happy customers..do I.. lol

 
@HADTOCHANGEive had issues this week with Pelaa another genesis casino cashed out on 22nd October not had the money turns out they were having issues with world pay the money had gone back into my casino account and they put me as withdrawal only role so I can request again before I can start playing there. Though to be honest I’ll probably stop using them as fed up paying a fee to withdraw especially as I don’t get anywhere near the number of bonuses I used to from them

 
I’ve got the same with casino cruise had to verify again took 3 weeks said they released the money £500 last Thursday not in my account yet said I’ve got to wait till Wednesday think im gona close all my accounts at gensis tbh 

 
thanks for the feedback... yeah mine still appears as money processed but same excuse.

Poker stars and unibet pay in acct within minutes so yeah with the commission on withdrawals i adoubt i play there again they only get me on the 100 match emails they offer.

 
I hope you will get your money soon, This Is by far not the first time i have heard about issues with a genesis casino, i would advise all to look for another casino to play at. 

To all who is waiting for a cashout please wait and don't cancel the withdrawal, after you get the money close your account on the casino. They are clearly using this in hope the user would play with the money. Funny enough they never have issues when you deposit on their site

If I could i would remove all affiliate links on casinogrounds to a genesis casino, but it just shows money is more important that loyal users of this site. 

Best wishes to all

 
Last edited by a moderator:
HADTOCHANGE said:
 








 




 















 




Chat transcript





 




 








 


 


 








 




 








 




 


Joonas


Mon, 11/01/21 09:45:53 am Europe/London


 




 




 






Hello! Please hold on, we’ll be with you very shortly.






 




 








 




 








 




 


 


09:45:53 am


 




 




 






hello






 




 








 




 








 




 


Joonas


09:46:01 am


 




 




 






Hi there! My name is Joonas and I'll be working as your agent today. How may I help you?






 




 








 




 








 




 


 


09:46:33 am


 




 




 






12 days still not got my funds




ref:_00D20._5006M1tD2S7:ref




# 05140: Withdraw not received






 




 








 




 








 




 


Joonas


09:48:40 am


 




 




 






Let me have a look into it for you, please hold a moment.




As much as I would love to tell you there are updates on the matter, sadly, there are not. The matter is being investigated by the relevant department and you will be contacted via email once there is any updates.






 




 








 




 








 




 


 


09:54:50 am


 




 




 






whats to be investigated I put money in via my card i withdraw,and, you send.... is this common practice from a regulated site?




I was also told this would be resolved within 72 hours that time has now elapsed




told this*






 




 








 




 








 




 


Joonas


10:02:05 am


 




 




 






The withdrawals have been released, but they have not reached you so the matter indeed needs to be investigated. Rest assured it is being taken care of and you will be informed right away with an update once there are any.






 




 








 




 








 




 


 


10:02:33 am


 




 




 






so whos at fault here me, the bank or your firm?






 




 








 




 








 




 


Joonas


10:03:41 am


 




 




 






The issue seems to be with WorldPay. They are the middleman in the transaction.






 




 








 




 








 




 


 


10:04:27 am


 




 




 






please who world pay are and why this has stopped me receiving my money plz




explain who*




imo at this point as a valued you customer your firm should pay me directly by now as I have proven to you via bank pdf funds not recieved my end. whats a small sum for a casino could be a lot for the customer




not the best PR is it?






 




 








 




 








 




 


Joonas


10:10:11 am


 




 




 






WorldPay is the middleman in credit card transactions. I totally understand your frustration and I would be frustrated too!






 




 








 




 








 




 


 


10:12:18 am


 




 




 






A middleman? can only be a middleman when both parties know or need a an escrow service....I dont even know them. Are you able to honour the transaction and send directly?




I would ask for another term scale to complete YOUR investigation but whats the point in asking




timescale*






 




 








 




 








 




 


Joonas


10:15:55 am


 




 




 






I can not provide a time frame for this sadly. As I said before, the issue is being investigated, and there is nothing we can do at this moment other than wait for it to be solved. I'm truly sorry for any inconvenience caused.






 




 








 




 








 




 


 


10:17:04 am


 




 




 






OK at this point I think i need to take my own advice from your governing bodies can you Malta bodies and their details please could also confirm by contacting them it will not slow this process down further.




please confirm Maltese and UK bodies






 




 








 




 








 




 


Joonas


10:18:42 am


 




 




 






For UK players the regulator is UKGC as we operate under their licence.




To save the authorities time, I kindly ask you to wait for the matter to be solved as this issue came up with multiple players so it is also in our best interest to fix the issue






 




 








 




 








 




 


 


10:22:03 am


 




 




 






at this point its my time that should be saved in all fairness. but as you unwilling to send directly and the fact you cannot give a timescale what what you do when facing this problem online??




never had a problem with worldpay when depositing... how come??






 




 








 




 








 




 


Joonas


10:25:25 am


 




 




 






The problem appeared recently with withdrawals.




As I have stated multiple times, the matter is being investigated and you will be informed as soon as there are any updates. Is there anything else I can help you with?






 




 








 




 








 




 


 


10:28:33 am


 




 




 






No... but as a business owner myself, if a customer has proven they have not received funds I would honour the players funds via direct transfer and sue the middleman not leaving disgruntled customer fuming at the worse services i have known.




can you send me this transcript to @@@@ plz






 




 








 




 








 




 


Joonas


10:29:52 am


 




 




 






I totally understand your point of view. I can or you can request it yourself from the 3 dots in the top rightc corner after the chat.






 




 








 




 








 




 


 


10:30:06 am


 




 




 






and an email to update them on a 24/48 basis so they dont lose faith in my business... even if their was not real update
Click to expand...
Hi HADTOCHANGE,

Can you kindly provide us with any information in order to locate your account to look into the issue.

Regards,

Genesis Casino Team

 
After having to wait 3 months for a withdrawal from Pelaa, and that was with an AskGamblers complaint to go though it's works, I will never touch a Genesis Brand casino again

 
Yea I’m still waiting been 5 weeks now and no communication at  all been live chat about 20 time and get told the same every time 

 
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