My partner just sent you guys a message about this via "Contact Us",  but just for the benefit of other Den members, I'd like to share my experience.

BIG mistake signing up here. I actually signed up at sister site CasinoLab two weeks ago, made a deposit, and managed to get a nice withdrawal.Except it's not that nice, because just like everyone else, NO FUNDS!I've been waiting for 2 weeks for my account to be verified and my withdrawal to be processed after sending in all required documents, but nothing.Speaking to Live Chat is useless because you just get fobbed off with the same responses each time which have been put into another review below.Made complaints to the complaints team, who again, just pass you off.Farcical, useless and a joke. NEVER sign up to Genesis, CasinoLab or any of the 13 sister sites run by Genesis Global.

I feel your pain, genesis are on thin ice as is, have you tried contacting the UKGC via social media or something? They are holding their leash at the moment.

I also made contact with people for you but they have yet to reply to me...

pokersmasher - 15/12/2020 at 13:10

Hi DjRampuls,

I suspect that your experience is far from uncommon although it is extremely unlikely that you will not get paid at all - it just takes them forever to do anything. IMHO they are just massively under-resourced and the live chat are little more than call handlers passing on messages.

Genesis Global are probably only marginally able to operate effectively in the UK and despite their suspension it appears that they may not have learned enough about their own failings to prevent a reoccurrence of those self same failings before too long.

I would keep up the pressure until you get your cashout, less their fee of course, and place them on a banned list. There are a lots of other casinos who will treat you far better.

Good luck 

Hi PokerSmasher

I really do hope that is the case. I think you're exactly right, as I've never spoken to someone competent. 

Agreed, they haven't learned one bit. I was doing some research and I saw that they lost their licence due to "suspects that the licensee may be unsuitable to carry on the licensed activities", and whilst that doesn't specifically say what they did, I would assume it';s got something to do with verification. Of course if the exact reason is known, it would help my case drastically .

Will do, live chat twice a day, emails and complaints every day too,.

Cheers mate, appreciate it

CraigSlots - 15/12/2020 at 16:10

I feel your pain, genesis are on thin ice as is, have you tried contacting the UKGC via social media or something? They are holding their leash at the moment.

I also made contact with people for you but they have yet to reply to me...

Hi Craig

Tbh, not yet as I was trying to give them time to reply to my complaints. They replied last late last Friday with the same excuse as always. Was gonna phone Monday but got tied up with work and they have limited opening hours on Mon, Wed & Fri, so will call them later today.  Are they pretty responsive to social media then? 

Ah, you're a legend, thank you mate. Fingers crossed it gets sorted soon. Much appreciated 

Hi guys

I also signed upto casino lab about a few week ago, deposited £450 in total and finally only made a £250 withdrawal.

it had taken them 3 days to process it I which in today’s terms in an absolute joke but seems I’m luckier than others lol.

what pissed me off more was the 2% charge on my withdrawal, never again will I be playing at any of their casinos from now on. I make a withdrawal with videoslots and it’s in my bank account within 5 mins, that’s how it should be.

Update:

1 month to the day and the Mrs still didn't hear anything. No news, no replies to emails, no live chat,....Nothing.

We both had enough of the situation and thought we'll give it one last go before getting IBAS (their nominated Alternative Dispute Resolution service)

We drafted up an email to CasinoLab complaints and said that we had got in touch with IBAS who were asking for a final decision from CasinoLab on their view on the situation. Also said that if they did not reply, IBAS would be taking over the dispute via legal channels. 

This must have kick-started some worry in them because shortly after, I recieved an email saying my account had FINALLY been verified and my pending withdrawal will be on its way shortly. And then 10 mins later, to much surprise, the FULL withdrawal was in my account. No apology for the delay or anything, but I did get my money

So they do pay, but it took a whole month to get everything sorted, and that is just simply far too long. 

Thank you to all that have assisted in this case and I hope that everyone who has issues with Genesis owned casinos gets sorted soon. 

My conclusion form all this - Genesis are SHITE - DO NOT PLAY THERE 

I'm having similar  issues with casino planet after 72 hours my 2 withdrawals  were approved  i got my £120.00 in my bank straight away  and my £300.00 one which I requested first has not shown up in my bank as yet which I find very strange .I emailed them but yet again still waiting on a response. Bad site stay clear virtually no customer service live chat is a bot and u can't phone them only email.

UPDATE Dear Marc,

Thank you for contacting Casino Planet Support with your request.

Thanks for the information Kindly note although they were sent on the same date, this can take up 3-5 working days for the bank to process it , kindly allow some time for the bank to process this.

Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you.


Kind Regards,

Andre
Casino Planet Support Team
support@CasinoPlanet.com i think there telling porkies will update in a few days

I made a withdrawal of €100 on casino lab a week ago and it was processed like 8 hours later.

I then made a withdrawal of two grand next time and I've been waiting almost the full 72 hours they quote as of right now. 

Clearly the amount of time it takes to process is dependent on the amount of money they have to lose.  

After I get this money, whenever that may be, I'm never playing at a genesis casino again. 

Once iit's within the limits the casino states, there should be no reason for withdrawal times to vary bases on their size. 

Guys I truly don't understand how genesis casino can partake in such blatantly unethical practices and get away with it.

So having not gotten a response regarding my
withdrawal pending for more than 72
hours I asked what the casinolab complaints procedure is and got this response:

The first email address they attached, when I sent my complaint I got this reply:

When I opened the link to the external one they attached i got this:

So they just sent me an email address that doesn't handle complaints and a broken Web page, OK. 

I then explained this in my response and said that I still haven't had my withdrawal processed and then....

This would make sense if not for the fact that my account was already verified and I made a withdrawal only two weeks ago. And also:

So I literally cannot verify myself again because it's already been done but yet they're holding my money until my account that is already verified is verified again. I know that's confusing but that's because it makes no sense. I already verified the account and because of this I don't get any upload thinks to send docs again. 

Clearly they are stalling and I don't know what else to do about it. I have re-sent my docs to their email address because I had no other option but seriously how can they get away with it

Hi  7deuce  

I feel your pain as we had the exact same issue. The withdrawal was pending for over a month, and in that time, we had sent countless emails to both the customer service team , verification team and complaints team with no success. We had enough so looked into IBAS (Alternate Dispute Resolution) and was about to go down that route, but that would have taken much longer, so I put a simple, yet powerful, strong worded email  on behalf of my partner together and it seemed to do the trick as no more than an hour later, the funds were released and the account verified. 

This is the email I drafted, feel free to use and edit. Sent to complaints   casinolab.com

Dear CasinoLab Complaints

I have raised a dispute with IBAS in regards to the quite frankly appalling treatment you have given me over this past month in regards to the ongoing issues regarding my withdrawal. The withdrawal has now been pending for a whole MONTH.

I have been requested by IBAS to obtain a final decision from yourselves in regards to this, so, if you could respond with your findings by replying to this email with a statement regarding the verification and withdrawal issue, that would be the best way forward for you. If you do not respond, I have been informed that IBAS will be taking action against you so please take this warning very seriously.

Yours Sincerely

What I don't understand is why Jimbo and Craig are promoting this atrocious site. Guys, if you are reading, I don't mean it personally, but I really think you should re-consider endorsing any Genesis owned casinos. They obviously haven't learned their lesson. I mean, just look at their TrustPilot reviews and score https://uk.trustpilot.com/review/genesiscasino.com

Anyway, best of luck 

Cheers  DjRampuls 

I'll give them a couple more days and then maybe use the email stencil you kindly provided. 

In all honestly I'm not even desperate for the cash or anything I just don't like the way they treat people. They seem to care very little about their public image and constantly engage in what can at best be described as blatantly unethical practice, at worst possibly illegal. 

Im sure the amount of similar stories here are concerning for Craig and jimbo and have no doubt they'll be considering their options regarding genesis at some point. 

I have attached a link to this page to UkGC as I know that's where genesis have been hit hardest in the past and rightly so.