Genesis Casino

I requested a withdrawal last week Thursday, 4 March 2025 around 4am. It says withdrawals are processed 48-72 hours. Sunday, 7 March at around 10am my account was verified. I do understand that accounts need to be verified. What is concerning is that it said online that my account was already verified, but it wasn’t. I had to send my bank statement and proof of identification. I was told that since I was now verified and if I’m waiting on a pending withdrawal, it will be processed as soon as possible. This was Sunday morning.
It is now Tuesday, 9 March 7am and my pending withdrawal still has not been processed. I chatted live a few times, I keep been told the matter has been escalated and that it will be processed as soon as possible, but when will that be? It’s been almost 48 hours since my account has been verified. It’s also been 5 days, 120 hours, since my withdrawal.
I don’t mind waiting 72 hours, as those are the terms and conditions, but it’s a bit unfair having to wait this long considering my money is put into your account immediately.
I’ve also read through their terms and conditions and I know that I have done nothing wrong on my side.
Also, one of their customer service guys had the audacity to ask me whether playing on casinos is my main source of income. What an insult. All because I said that I will not be playing on any of their sites until my withdrawal is processed.
As clients we have no option but to stick to their terms and conditions, otherwise we won’t get paid. It would be nice if they could stick to their promises too.
I have threatened that if I do not receive payment by end of day, Tuesday 9 March 2025, I will be reporting them to the National Gambling Board of South Africa.
I wish I had seen all these reviews before depositing into their casino.
Update 13 March, I was told my pending withdrawal was processed yesterday. Will update when money reflects in my account.