Genesis Casino - Výhry hráče byly zrušeny kvůli platbě třetí stranou.

I deposited £40 using my daughters PayPal account but we share it. 
anyway I played and won, I went to withdraw the £301.10. They asked for ID and then asked for all my daughters ID and then asked her to fill out the 3rd party form which she did. It took 15 days for the time of withdrawal for them to then decline it and void the money and leave me with my £40 deposit because a 3rd party payment was used. I’ve never had any problems like this from any casino. 
I had also been checking my pending Withdrawals daily and it was never declined It stayed pending. Then when I checked the declined withdrawal Today it says they declined it on the 14/02/2020 but never said anything to me as they only said it was voided today! Why get me to go through all that trouble using my money to print out documents for them to decline it. 

there wait time is a joke. I was waiting upto 4 days for them to get back to me about documents and 3

times they were wrong so the waiting time would start again. I have made so many complaints to them and all they said was wait. I’m appalled by this company. Is there anything you can do to help 
 

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

"In relation to deposits and withdrawals of funds into and from Your Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."

We will contact the casino and ask for their standpoint, but, before we do so, I would like to ask, if you have tried to communicate a possibility of depositing funds into your account from a joint PayPal account with the casino before the actual deposit took place. I will be waiting for your reply patiently. 

Best regards,

Petronela

No I didn’t speak with them first. To be honest there terms and conditions are so long who does read them. 
I just know on other casinos it’s not been a problem. 
I mean with genesis they got us to fill out proof of permission forms. And took pictures of the PayPal account showing mine and my daughters details too

Thank you very much Mark for providing all the necessary information. I will transfer now your complaint to my colleague Juli 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.

Any help from anyone ? 

Hello Mark,
To help you I need a little more information. Tell me please, are you and your daughter sharing one PayPal account or its just your daughter‘s account but you can use it? If it is true could you please upload any proofs? Please send them here: yullia.k@casino.guru


 

It’s her account but I use it. I have my own email address for it. 
what proof can I send 

Hi Mark,

I'm afraid there is not much we can do in this case. You breached the casino's T&Cs by depositing money from a bank account that doesn't belong to you personally. I believe I've never seen T&Cs in any casino that would allow sharing an account with another person. Unfortunately, we’re rejecting this complaint. 
Best regards, 
Juli