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Hi asmeister,

Please private message me your casino username so we can notify the casino rep about your case. 

as said, I don't really have a username that I know of since it was through pay and play, as in no registration. 
If it helps, the email I use is asmeister at gmail dot com

Okay, the casino rep will be notified. Keep you posted. 

Ive directed messaved toy thank you for helping 

I've received it. The casino rep will be notified. 

Hi asmeister,

We received an update regarding your case. They've informed us that your account has been refunded and you can expect the money in your account in 3-5 days. They also sent you an email. 

Hi Calvin Green,

Here's the update from Casoola: 

Our department has looked into the player’s account and can confirm some documents were still missing for verification. The player was sent an email today informing him which documents are still required.’

Please send them the docs they need and I'm sure it will be okay. Please also let us know once your account has been verified. 

I have applied for withdrawal  process in Genesis  casino  on 16 July but still now my withdrawal  process not complete,so please help me: my email I'd :narayanasatya355@gmail.com 

Sorry to hear that, Satya Narayana. The casino rep will be notified. Keep an eye on this topic. 

HELLO ,MADAM    PLEASE MAKE SURE THAT  WITHDRAWAL  PROCESS  COMPLETE FASTLY

Hi Satya Narayana, 

We got a reply from the casino rep:

The Casino has looked into your account and can confirm that your withdrawal is set to be paid out today. Please allow up to 5 working days for the funds to show in your account.

Please let us know as soon as you get your winnings. 

Hi Satya Narayana,

Have you got your money? 

Hello,

I came accross casino Casoola part of the Genissis Group and it more or less got my attention by cartoonish style of the casino.

I was lucky enough to get a small win and withdrawal the money which after a short period of time got mentioned as "succesfully transferred" on their website.

The money never arrived my bank account and I decided to contact the support team by chat on the website, while the message mentioned "there will someone with you shortly" and the online icon of the again was showing green the agent never came online....I waited around 15min which should be enough and lost my patience after that and decided to write an email to the payment team which emailed me mentioning the withdrawal dated the 19th of Jan was on its way to my bank account and it would take a maximum of 5 business days to arrive.

I never received an replay from them and therefore I decided to give it another time by contacting the support team by the chat option o0n their website.

Again the same message showing the again will be there to asist me shortly and this time after 30min of not anybody showing up in the chat I closed the chat.

Attached you will see a email I send to the payment team of Casoola and also a screenshot showing the chat screen with the starting time of me entering the chat and the actual time on the far bottom right to show I have been waiting for 30 min.

I would appreciate if someone can help me in this case as I starting the worru that there are some serious issues with this casino ????

Hello Doubleak,

Could you please send me your casino username to private message inbox and we'll get in touch with the Casino Representative.

Hello Doubleak,

Thank you for providing us with your casino username. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hello  Doubleak,

Here's the reply we received from the Casino Representative:

"Dear Satya,

Please contact us by completing our contact form which can be found on https://www.casoola.com/en-eu/contact-us-form. Please state that you have not received your withdrawal which was paid, and we will provide you with instructions of what would need to be done."

"

Thank you for your reply Sydney.

When you read my original post you can see that I have contacted them numerous times by chat / contact form and email with no response given.

I also included screenshots of my communication towards them in my post on LCB.

I believe it's a very easy and cheap way for them to say that I need to contact them again via the link.and gain more time not taking care of their responsibility of paying out the amount that I won.

As you contacted them with I assume the same info that I not got paid why they won't take any action then...they can see in their system and email box I contacted them numerous times !!!

I always believed the Genisses group was a respectable group with a casino license.......I have serious doubts about them now !!!!!

Hello  Doubleak,

We've explained everything to the Casino Representative and he assured us that they would reply to you once you contact them. Have you tried to get in touch with them after we've advised you to do so?

Hello Doubleak,

Here's the latest reply we received from the casino regarding your complaint:

"Dear Doubleak,

The casino representatives have confirmed that an email was sent to you on 19/02/2022 with instructions of what is required in order for our department to look into this for you.

The casino would be more than happy to look into this issue for you however they require the documents to be sent over through their communication channels. This can be done either by replying to their email with the requested document or submitting a contact form with your document attached."

After resubmitting my documents to verify my players account which was already verified before the initial first withdrawal I got another confirmation that the withdrawal was processed and should be on its way.........

Well you might have guessed it already.........NONE RECEIVED !!!

I gave them even more bank documents so that they can't screw the 2nd withdrawal up but I now believe they not transferred any money at all as it's impossible to screw up a simple bank transfer with all the details and bank documents that I provided.

What can be done as I'm simply lost for words and people should be warned ignoring this casino to play completely !!!!!

Hello Doubleak,

We've asked the Casino Representative to look into this and check what's going on with your withdrawal.

Keep you updated.

Hello Doubleak,

Here's the reply from the Casino Representative:

"Hi Doubleak,

Kindly note that the Withdrawal was processed from the Casino's Side on the 1st of March 2022. The Casino representatives would like confirmation that the Withdraw was received into your account accordingly.

If the Withdrawal has not been credited into your account, the Casino would require documentation to be sent over through their communication channels. This can be done either by replying to their email with the requested document or submitting a contact form with your document attached."

Hello

I have a withdraw 31 may I provided bankstatment pay slips to a sister casino Pellaa. The casino is not responding anymore.

I provided wtith all I needed to give. no they not responding I have a cash out of 900 euro Hope the forum can help me once again.

Hello Hartman1992,

Can you send us please your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

Hi Hartman1992,

We received your credentials which will help us to reach out to Casino Representative in order to help you. Once we get some proper information we will get back to you. Please keep us posted.

Hi Hartman1992,

Casino Rep got back to us and told that your case is under review and we will be  notified  when the withdrawal process is complete. Please keep an eye on this thread for any updates.

Hi Hartman1992,

We haven't got any update still, but we will send them a reminder to speed up the whole process. Please keep us posted.

Hi Hartman1992,

Unfortunately still without any updates from the Rep. He told us that he is waiting for the answer from the proper department, so once he get some information we will inform you immediately. Please keep us posted.

Hi Hartman1992,

They need more time to review your issue, when they get detailed information about this complaint from the appropriate department they will let us know and we will inform you immediately. Keep an eye on this thread for any update.

Hi Hartman1992,

Casino Rep got back to us with the clarification that you need to request your withdrawal again, and once you do that they will give it a high priority to be processed.

Hi Hartman1992,

Do you have any updates on this matter?

Hi Hartman1992,

We will be closing this complaint due to inactivity of submitter and mark it as Resolved.

Sorry there mail was in the spam. 

Yes they do said I could withdraw but they closed for my country!

I can't enter the website and they are unresponsive. 

Could you help me 1 last time thank you!

Contact the casino and ask where I can reach them?

Hello Hartman1992,

Welcome back. As we informed all Genesis brands are closed officially. Only email that we have is info@genesisaffiliates.com so you can try to contact them, but we are not sure that anyone will respond you. Knowing that unfortunately we can not help you regarding this matter.

Hello Hartman1992,

All the casinos from Genesis affiliates are closed. They do not operate anymore.

Is there rep still here? and do allot of people owe money from them?

Hello Hartman1992,

Unfortunately no-one from their brands do not operate here. All the brands are closed.

Hello Hartman1992,

Please look at this:

News Article: click here

https://lcb.org/news/genesis-globals-malta-licence-cancelled-by-mga-immediate-fallout-and-industry-implications

Is there any news where you can get the money?

Since the Ganesis affiliate and its brands were closed in Jan 2023 we don't have a casino rep whom we can ask for assistance. Unfortunately, we can't help you with this.