Genesis Casino— player complaints: 22 in English

Hi Pogg, I need to please bring this to your attention with regards to Genesis Casino, who you rate highly at the moment and I actually signed up to them due to your good review. I have gambled at casinos for years now and have never had any issues with withndrawals but here I am having a complete nightmare with this company. I signed up on the 12th September, deposited £100, got the £100 bonus as a welcome offer, and hit a nice win early on (cash balance) and withdrew my money after cancelling the bonus (I never even lost my cash balance). The casino then requested verification documents, to which I provided promptly. It then took them 6 days to respond (based on me contacting their email support first) to say they had all been accepted... But now they stated that they want a selfie with my passport and also to hold a note up, which had to be handwritten and signed and hold up in the other hand. Bearing in mind I would have been electronically verified as I always am elsewhere I felt this request was a joke quite frankly, and even though I provided this verification for them promptly yet again, I felt hugely embarrassed asking my wife to take a photo of me like this. So when I sent that in I requested (which I believe is my absolute right) that I be provided a reason for the extra verification step and informed them that I expect my withdrawal to be processed without any further issue now. However it is now the 22nd of September (10 days after initially withdrawaing) and my withdrawal has still not been processed and could still be reversed if I wanted to. I have sent them further communication but now it just seems like I am being ignored. In my opinion this company is purposefully stalling the processing of my withdrawal in the hope that I cancel it myself and start playing again. The process I have had to go through and the customer service I have received has been quite frankly shockingly poor and unprofessional. Please can you inform this operator on your behalf to stop messing me about and just process my withdrawal please as its getting beyond a joke now. Should you need any further info from me please dont hesitate to ask. Kind Regards [EDIT]

Closed my account and self excluded to find out that a deposit was processed after closure so have sent ID, statements and proof of address and payment, initially had some emails from them, now completely cease, ask how to make a complaint, don't even reply, chat fcailty pointless as told cant help me further, my account balance was zero when I closed but processed a deposit which wasn't showing on balance if I had known I would had withdrawn then closed