Genesis Casino - Играчът се мъчи да изтегли печалбите си.

I make the withdrawals and the next day they return the money to the account and so on over and over again.

In the email they tell me that they are technical failures and that I speak in the chat with an agent but the chat is never available and I leave several emails saying that they do not pass me the money from the withdrawals to the account.

Today they told me by mail that in about 4 hours it would be solved but several more hours have passed and they do not pay.

At first when I registered they paid well but it seems that they no longer want to pay.

They reply late to emails, the chat is never available, so it seems that there is something strange here

Hago los retiros y al dia siguiente me devuelven el dinero a la cuenta y asi una vez y otra.

En el correo me dicen que son fallos tecnicos y que hable en el chat con un agente pero el chat nunca esta disponible y dejo varios correos diciendo que no me pasen mas el dinero de los retiros a la cuenta.

Hoy me dijeron pir correo que en unas 4 horas estaria solucionado pero han pasado varias horas mas y no pagan.

Al principio cuando me registre pagaban bien pero parece ser que ya no quieren pagar.

Contestan tarde a los correos , el chat no esta disponible nunca, por lo que parece que aqui hay algo raro

Dear Jose,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have had your account fully verified in the past? Which payment method you have opted for to withdraw your winnings? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Hello Petronela: before I sent an email saying that the casino genesis told me yesterday that they paid me in 24 hours and I told you not to do anything for now. But right now I just entered the casino and I see that again and 5 times in a row that the money from the withdrawals (1,600 euros) has been transferred to my account again, so I think it is they do not want or not have to pay.

My account is verified and I started playing with them on January 11 or 12 and the truth is that they have been paying me my withdrawals within 24 hours as the terms and conditions say, but now I don't know what will be happening that they don't pay.

They tell me to talk in the chat but the chat is never available (an automatic chat always comes out) and the phone they offer us is not available either

hola Petronela: antes envié un correo diciendo que los del casino genesis me dijeron ayer que en 24 horas me pagaban y os dije que de momento no hicieran ustedes nada. Pero ahora mismo acabo de entrar en el casino y veo que otra vez y ya van 5 veces seguidas que el dinero de los retiros ( 1.600 euros ) me lo han vuelto a pasar a la cuenta, por lo que creo que es no quieren o no tienen para pagar.

Mi cuenta está verificada y empece a jugar con ellos el 11 o 12 de enero y la verdad es que me han estado pagando mis retiros a las 24 horas como dicen los terminos y condiciones, pero ahora no se que estará pasando que no pagan.

Me dicen que hable en el chat pero el chat nunca esta disponible ( siempre sale un chat automatico) y el telefono que nos ofrecen tampoco esta disponible

Telling him that these scoundrels are not going to pay, this afternoon they transferred the money from the withdrawals back to the account.

So, since I know that they are going to do it over and over again so as not to pay, I have decided to gamble it all and of course I have lost it. There have been 1600 withdrawals and 900 that were in the account. Total 2,500 euros.

After that I have excluded myself for the time they let is 3 months and I have sent them an email to close my account forever, calling them "scammers".

Do what you think is convenient but I am going to publish everything so that no one plays in this scam casino. I will also send a letter to the DGOJ of Spain so that they take good note of this bad casino.

I have the retreat screens in case you want to have them.

Thank you

Decirle que estos sinvergüenzas no van a pagar.Esta tarde han vuelto a pasar el dinero de los retiros a la cuenta.

Entonces , como se que lo van a hacer una y otra vez para no pagar, he decidido jugarmelo todo y como es lógico lo he perdido.Han sido los 1600 de retiros y 900 que había en la cuenta. Total 2500 euros.

Después me he autoexcluido por el tiempo que dejan que son 3 meses y les he enviado un correo para que cierren mi cuenta para siempre, llamándoles "estafadores".

Hagan lo que crean conveniente pero yo voy a publicarlo todo para que nadie juegue en este casino estafador. Además mandare un escrito a la DGOJ de España para que tomen buena nota de este casino tan malo.

Tengo las pantallas de retiros por si las queréis tener.

Gracias

Once again, I’m sorry to hear about your negative experience. Unfortunately, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. 

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Hello: I agree that, since I played the funds, there is nothing you can do.

Can you tell me about a casino where I can play?

That accepts players from Spain but does not have a license in this country

It is that I have registered with the DGOJ not to play in 6 months.

Before, all the casinos appeared on the guru casino website, but now only those that operate in Spain appear

How can I see more casinos?

Thanks

Hola: estoy de acuerdo en que , como me jugué los fondos , no podéis hacer nada.

Me puede decir de algún casino donde pueda jugar?

Que acepte jugadores de España pero que no tenga licencia en este país

Es que me he registrado en la DGOJ para no jugar en 6 meses.

Antes me salían en la web de casino gurú todos los casinos pero ahora solo salen los que operan en España

Como puedo ver más casinos?

Gracias

Thank you very much, Jose, for your reply. I’m not sure if recommending casinos to a player who’s registered with DGOJ is the best practice. There are several filters in our database which can be used when one’s searching for the best suitable casino, but I would urge you to reconsider this possibility. I believe there was a valid reason for you to register with DGOJ and I prefer to honour it.

Please let me how you’d like to proceed with this case. Thank you very much in advance for your understanding. 

It is that I have registered in DGOJ because I don't want to play in Spanish casinos anymore.

I only play American roulette and in these casinos most of them do not have them but there are also bet limits of € 10 maximum and then it does not interest me since if I lose for example 500 it is practically impossible to recover anything.

The filters they tell me are not worth me either, because wherever I click there are always casinos in Spain and I would like to be able to enter other casinos that accept Spanish players.

That is why I have asked you.

Thanks

Es que me he registrado en DGOJ porque no quiero jugar más en casinos españoles.

Yo solo juego a ruleta americana y en estos casinos la mayoría de ellos no las tienen pero además hay limites de apuesta de 10 € máximo y entonces no me interesa ya que si pierdo por ejemplo 500 ya es prácticamente imposible recuperar nada.

Los filtros que me dicen no me valen tampoco pues donde pinche siempre salen casinos en España y me gustaría poder entrar en otros casinos que acepten jugadores españoles.

Por eso os lo he pedido.

Gracias

Also, I forget to say that here you can not deposit more than 600 euros per day and 1500 per week.

That is very bad for players who can afford, like me, to be able to deposit more.

If you want to increase the limits, you have to answer a test, but whatever you answer, it always tells you that you have not passed that test.

Además, se me olvida decir que aqui no se pueden depositar más de 600 euros al día y 1500 a la semana.

Eso está muy mal para jugadores que se puedan permitir, como yo, poder depositar más.

Si quieres aumentar los límites hay que contestar un test pero contestes lo que contestes, siempre te dice que no has superado ese test.

I think, regarding the genesis casino, that although I have played all the money and you can no longer do anything ...

... if I think you can publish that this casino passes the money from the withdrawals, it passes them back to the player's account, since they have done it for me 4 days in a row and also with the promise that it would charge in a maximum of 4 hours ( That was one day) and a maximum of 24 hours (that was the next day) with the surprise that when they tell you to make the withdrawals again, it turns out that I do it and after several hours they are no longer in pending withdrawals but they pass them again back to the game account.

I think it would be fair to publish it so that they do not do it again and it does not happen to more users.

Well, they do it once because it is a technical failure (as they say) but not 4 days in a row and up to 2 times a day

Thanks

Pienso , respecto al casino genesis, que aunque me haya jugado todo el dinero y ya no podéis hacer nada....

...si creo que podéis publicar que este casino pasa el dinero de los retiros, los pasa nuevamente a la cuenta del jugador, pues a mi me lo han hecho 4 días seguidos y además con la promesa de que cobraría en máximo 4 horas(eso fue un dia) y máximo en 24 horas( eso fue al día siguiente) con la sorpresa de que cuando te dicen que vuelvas a hacer los retiros resulta que lo hago y a las varias horas ya no están en retiros pendientes sino que vuelven a pasarlos otra vez a lacuenta de juego.

Creo que sería justo publicarlo para que no lo vuelvan a hacer y no les pase a mas usuarios.

Bien esta que lo hagan una vez por ser un fallo tecnico(como ellos dicen) pero no 4 días seguidos y hasta 2 veces al día

Gracias

OK, I understand.

You can choose Spain as your country and use filters on ALL Casinos marking Spain and a different Licensing Authority than the Spanish one (Malta for example).

You’ll be able to see casinos sorted by the Best Reputation and with a note that they accept Spanish players but are not licensed in Spain.

Please let me know if it was helpful. Thank you in advance.

It's impossible, no matter how hard I try, the licensed casinos in Spain always come out

There is no way to see which casinos I can play or I don't know

Let's see if you can send it to me with the instructions in Spanish please

All the best

Es imposible.Por mucho que lo intento siempre salen los casinos con licencia en España

No hay forma de ver en que casinos puedo jugar o yo no se hacerlo

A ver si me lo puede enviar con las instrucciones en español por favor

Un saludo

I'm very sorry but I'm not able to set it up in Spanish on my side.

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Dear canaberto,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Since the funds have been played and lost, we rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.