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Hi burninace - welcome back.

What you describe is normal where an operator has reason to believe that an account may being operated by someone other than the person named on the account.

This is the second complaint you have submitted to this service where an operator has expressed concerns of this nature in relation to your account's activity.

Have you provided all of the documentation that the operator has requested?

Thanks,

ThePOGG

Hi The Pogg,

Thank you for your reply, whilst I fully appreciate the service you provide and what it stands for, I must say I feel quite disappointed by the comment that you have made in this instance. 

To address the 2nd comment you've made firstly; I must say I am quite surprised you have brought this up as this was a completely different situation to the case   I have opened up currently with Genesis, and furthermore, the nature of that complaint was nothing of the sort at all.

My Pokerstars account in that instance was unknowingly hacked by an outsider and my funds were chip dumped to someone else's account that was never disclosed to me. 

Pokerstars concluded that following their investigation, that I was correctly an innocent in this case. Furthermore I complied fully with the operator at all times and even contacted the police myself, in which I received a crime reference number. However my money that was fraudulently lost to the scam, ultimately, has not been retrieved. 

The complaint I made to the Pogg at the time was basically to ascertain whether the operator could be held responsible to retrieving and/or reimbursing my funds. 

Furthermore may I add that I now enjoy the benefits and services of using that very same account with Pokerstars with the relevant account safeguard features that Pokerstars themselves informed me to implement.

Therefore, that case should have absolutely no relevance to the case I have against Genesis and furthermore I am rather baffled of the Pogg's impression to me, that you seem to be implying that my Genesis complaint is an issue made entirely of my own doing, which I suspect is due to the Pogg's seemingly poor interpretation of the events towards my Pokerstars complaint.

So going back to the actual complaint in question. The answer is yes, I have submitted all relevant account verification to this company and can forward all relevant e-mails, attachments should you wish. 

Additionally may I point out that during this tiring verification process that I am currently experiencing, the operator has never insinuated at any point, that my account has been accessed by anyone else. Therefore the extra verification step that was requested of me, whilst not normal in standard verification procedures has still not been explained to me despite the many e-mails sent to this operator. Whether the operator is obliged to divulge this information or not to the customer, I am not totally sure, but what I will say is that I will be reporting this request to the UKGC as I know with a degree of assurance that the UKGC, whilst not taking up cases like these directly, compile these operator requests in order to look for trends were there seems to be an intentional use of this type of verification without any justification for doing so....and I firmly believe there is absolutely no justification for this in my particular complaint. 

Thank you for your continued help and support in this matter, should you require anything else please do not hesitate to contact me.

Kind Regards

[EDIT]

Hi The Pogg,

I have just spoke to a gentleman called [EDIT] on the phone who I believe is a Genesis Global operator. He claimed he would put some urgency into this matter and get back to me. [EDIT] also indicated that all documents had now been verified including the passport and handwritten note selfie. However as of this moment things still currently remain the same in the sense that the withdrawal has not been processed, could still be reversed and it is now 12 days since I first requested a withdrawal. 

Hopefully this should get processed soon unless they request something else like a vial of blood in order to check my DNA.

Regards

[EDIT]

Hi BurninAce,

That's good to hear - we're still waiting on a response from the operator.

Thanks,

ThePOGG

Hi The Pogg,

Just as an update. I have received no response again in any form of communication from this outfit since my last call to [EDIT] on Wednesday and financially nothing has been processed. 

I will wait until Monday 30th and try again if I dont receive a response in the meantime. Once the issue is resolved I will never play at this or any other Genesis global casino again.

Thank you for attempting to make contact on my behalf I very much appreciate it. 

Kind Regards 

[EDIT]

Good Afternoon The Pogg,

I received an email from Genesis today advising that my withdrawal was finally being processed.

Thank you for your help and time in this matter, it is very much appreciated. 

Best Regards

[EDIT]

Hi BurninAce,

That's great to hear - thanks for letting us know.

ThePOGG

A verification issue has now been resolved and this player has confirmed that they have received their funds from Genesis Casino.

Hi Pogg, I need to please bring this to your attention with regards to Genesis Casino, who you rate highly at the moment and I actually signed up to them due to your good review. I have gambled at casinos for years now and have never had any issues with withndrawals but here I am having a complete nightmare with this company. I signed up on the 12th September, deposited £100, got the £100 bonus as a welcome offer, and hit a nice win early on (cash balance) and withdrew my money after cancelling the bonus (I never even lost my cash balance). The casino then requested verification documents, to which I provided promptly. It then took them 6 days to respond (based on me contacting their email support first) to say they had all been accepted... But now they stated that they want a selfie with my passport and also to hold a note up, which had to be handwritten and signed and hold up in the other hand. Bearing in mind I would have been electronically verified as I always am elsewhere I felt this request was a joke quite frankly, and even though I provided this verification for them promptly yet again, I felt hugely embarrassed asking my wife to take a photo of me like this. So when I sent that in I requested (which I believe is my absolute right) that I be provided a reason for the extra verification step and informed them that I expect my withdrawal to be processed without any further issue now. However it is now the 22nd of September (10 days after initially withdrawaing) and my withdrawal has still not been processed and could still be reversed if I wanted to. I have sent them further communication but now it just seems like I am being ignored. In my opinion this company is purposefully stalling the processing of my withdrawal in the hope that I cancel it myself and start playing again. The process I have had to go through and the customer service I have received has been quite frankly shockingly poor and unprofessional. Please can you inform this operator on your behalf to stop messing me about and just process my withdrawal please as its getting beyond a joke now.
 
 Should you need any further info from me please dont hesitate to ask.
 
 Kind Regards
 
 [EDIT]

Genesis Casino - stalling on withdrawal

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