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Genesis Casino - not paying out


Resolved - Both the submitting complainant and Genesis Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Genesis Casino Review.

Player's Complaint

Hi there, I won £2600 playing slots back in November 26th 2020. I made the withdrawal but I've still not received it. I keep emailing but they're customer service is so slow to respond. After months of chasing they then respond asking for ID and selfies holding my ID. After submitting these documents they then go quiet on me and I keep getting a generic response of someone will come back to me. It has now been 7 months and I'm at my wits end. Please help. Thank you so much...Im at my wits end here.

Read the casino review

3 Responses

June 23, 2021

Hi snowsummer - welcome to!

I'll contact the operator and see what we can find out for you.



July 2, 2021


Good news. You've worked your magic and they have finally paid up. I can't thank you enough and can now put this all behind me.

Very grateful.


July 4, 2021

Hi snowsummer,

Thanks for letting us know - it is appreciated :)


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snowsummer consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Genesis Casino
  • Curacao
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Genesis Global Limited

June 21, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.