The casino constantly refuses to pay me, they refuse to pay once the account verification has been completed. And the excuse they put is technical failure.

El casino me rechaza el pago constantemente, se niegan a pagar una vez realizada la verificación de cuenta. Y la excusa que ponen es fallo técnico.

Dear Partu,

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? Have you received any withdrawals from this casino in the past?

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

Good afternoon

My account is verified correctly since the department verified it by email. The withdrawal method was through the same way as the card deposit. It is the first time that I request the withdrawal

Buenas tardes

Mi cuenta está verificada correctamente ya que el departamento me lo verificó por mail. El método de retiro fue a través de la misma forma que el depósito por tarjeta. Es la primera vez que solicito el retiro

Thank you very much Partu for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Genesis Casino to join this case and explain us why is the player experiencing troubles with withdrawal.

Dear Partu,

I have checked and can see that your withdrawal failed due to a technical difficulty - but those funds should not be returned to you. Please can you confirm?

Many thanks! ??

It is fixed

Ya esta arreglado

Dear Partu,

could you please confirm that you have received your winnings?

If I have already received them

Si ya las he recibido

Dear Partu,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

www.kpvfaw.com