We have collected answers to the most common questions about Genesis Casino in our FAQ.
When to expect my free spins?
Once you open an account and make a deposit you will receive the first batch of 30 free spins within 24 hours.
How long is the withdrawal process?
It all depends on the method that you use to make a withdrawal. The casino processes withdrawals between 24 and 72 hours.
How long does it take to verify an account?
Once the casino receives all the required documents your account will be verified between 48 and 72 hours.
What happens when I lose my internet connection while I play live games?
If you lose internet connection while you are playing live table games, the game will continue as normal. If you can't reconnect immediately, then your bet will be logged as ‘stand’, and this means that at that point you are not taking any further action. Once you regain your internet connection you can check all the bets that were placed in your game history.
Can I ask the live dealer in case I have some questions regarding my account?
The live dealer doesn’t have access to your account and your personal information. You can ask them questions regarding strategies of the game you are playing but not about your account. If you have any questions about your account you should contact customer support and you can do that via live chat, telephone or email.
Responsible gaming - I have changed my mind regarding my self-exclusion. Can I cancel it?
If you are a player from the UK then you can't cancel your self-exclusion, any other players can. You need to write a request including as many details as possible why you want to reopen your account. You will have 7 days cooling-off period, giving you a chance to reconsider your decision. Players from the UK must wait for the self-exclusion period to end before they can access their accounts.
Responsible gaming - What to do when the self-exclusion period ends?
Once the self-exclusion period has expired, your account will be re-opened automatically. UK residents need to send a request to re-open their account.
Responsible gaming - Can I permanently close my account?
If you wish to permanently close your account you need to contact Customer Support at firstname.lastname@example.org
Responsible gaming - How to register for GAMSTOP?
When you want to sign up for GAMSTOP you need to visit www.gamstop.co.uk and enter some personal details like your name, date of birth and email address, just to name some. You will receive an email in a period of 24 hours and once you do your self-exclusion period will become effective.
Responsible gaming - How to self-exclude from gambling?
If you believe that your gambling habit is getting out of control it is a good idea to slow things down. You can close your account for a minimum period of 7 days up until one year. When you want to reopen your account again you will have to wait for 7 days, which is a cool-off period. Players from the UK can take a time-out period between 1 and 45 days or self to exclude themselves from gambling for a period of 6 months. During the self-exclusion period, your account will not be reactivated under any circumstances. You can't log in to your account during this period as well. We advise you to self-exclude yourself from other accounts with different companies for your own good. You can also install software that will forbid you to access any gambling site. We advise you to contact Customer Support before you take any further steps.
Can I change my incorrect personal details?
You are allowed to change some personal details if you believe that you have made a mistake during the registration process. You need to log in to your account and select the profile tab. You can't change your name, date of birth and country of residence for security reasons. In case you need further assistance you need to contact customer support.
What to do in case I forget the email address I used to register for the casino?
If you forgot your email address that you used the first time you registered for the casino you need to send an email to email@example.com and the highly qualified team at Genesis casino will assist you.
I think that I already have an account at Genesis Casino. How can I check if that's true?
If you believe that you already have an account at Genesis Casino but don’t remember the login details you need to contact customer support at firstname.lastname@example.org and the team will be able to check and verify your details. By doing this you are avoiding having your account closed.
What happens when one has problems at the registration page?
Most of the time when you get an error message in some cases there will be an explanation of what you should do. In case you find persistent problems when trying to register for the casino then you should contact customer support and they will assist you and help you complete the registration.
How can I find my Profile Page?
The first thing you need to do is to log in to your account then go to the ‘My Account’ tab that can be found in the top navigation bar. This will take you to your Home Page and from there you can find the Profile tab in the side menu.
Is it possible to have more than one account?
Each user is allowed to have only one account. The casino reserves the right to delete duplicate accounts.
Is it possible to check the account and transaction history?
When you go to My Account and you click on Transactions tab you can see your account activity. If you need further assistance you can contact customer support.
Who to ask in case I have questions regarding my account?
Any time you have difficulties or any questions regarding your account you can contact customer support via live chat, telephone or email and they will gladly assist you.
Can I turn off my subscription to newsletters and promotions?
Should you wish to not receive any newsletters from the casino simply click on the ‘Unsubscribe’ button which can be found at the end of every email. Another way to turn off notifications is to update your ‘My Notifications’ settings and you will not receive any notifications from Genesis Casino.
Is it possible to change the email address?
Yes, you can change your email address any time you want and the process is very simple. You need to go to your account and find the ‘Change Email’ tab and follow the instructions.
I think I have a gambling problem. Who can I ask for help?
Online gambling can be a fun and lucrative activity, but from time to time some players get lost in the whole process. They believe that they can earn an income from gambling only, or they believe they can gamble more to return the money they have lost. Whatever the case is, the issue should be taken seriously and if you believe that you have developed a gambling addiction then you should seek help. You should contact customer support and they will guide you through the steps you should take and take the matters in your hands.
How to make sure that I will receive the emails from Genesis Casino?
This is very simple and all you need to do is to add GenesisCasino.com on your provider's ‘Safe Sender’ list.
I made a mistake when I shared my personal details upon registration. What should I do?
When you find out that some of the details that you have shared with the casino are incorrect then you should contact the casino immediately. You can either send an email at email@example.com or via Live Chat. Support agents will be more than happy to help you.
Does Genesis Casino have all the necessary licenses?
The casino is operated by Genesis Global Limited and is incorporated under the laws of Malta and regulated by the Malta Gaming Authority with license number MGA/B2C/314/2015. The casino is licensed and regulated by the UK Gambling Commission with license number 000-045235-R-324-169-008
How safe is to send personal documents to the casino?
Every document the casino receives is kept in a secure environment and is only accessible to senior security personnel.
How safe are my data and my activity at Genesis Casino?
The moment you log in to your account all your activity is protected using standard encryption technology. This means that all your personal information and all the activity on the website are kept private. Genesis Casino is globally recognized and one of the main reasons for that is because it provides a safe, responsible and secure gaming environment.
What is GDPR?
GDPR or General Data Protection Regulation controls how companies use your personal information. This can include your name, address or phone number just to name some. Below we have outlined how this may affect you.
Can I have some personal information deleted?
Any information that is stored in the database for a set period of 5 years can't be changed whatsoever. This regulation is set by the Prevention of Money Laundering and Funding of Terrorism Regulations. Please remember that all the information the casino has about you will be destroyed once the retention period has elapsed.
Why the casino needs personal information?
How long does it take to make a deposit?
Most of the deposit methods available at Genesis Casino are instant. That means that once you make a deposit the money will be transferred to your balance within minutes. Some deposit methods can take longer depending on which provider you are using and your country.
How to make a deposit?
Making a deposit is very simple, you just need to find the deposit button which is at the top right-hand side of every page or you can go to My Account page. There are different deposit methods available and you need to choose the one that suits you the best. You need to remember that once you choose the deposit method, you need to use the same method when you are making a withdrawal. Genesis Casino offers the following deposit methods: Visa, MasterCard, Skrill, Neteller, Paysafe or Bank Transfer. If you encounter any issues when you try to make a deposit you should contact customer support for additional help.
I made a deposit but the funds are still not on my balance. What should I do?
The first thing you need to do is to check whether the money was deducted from your card or account. If they were, then you should contact customer support and they can trace the money and solve the problem for you. In some cases, you need to send a copy of the transaction so the customer agents can investigate it with the payment provider.
How safe is my money at Genesis Casino?
Genesis Casino provides a safe and trusted environment for their players. All your information is encrypted thanks to the SSL connections the casino uses. This means that only people who were intended to read the information and no one else. The payment methods that the casino uses are PCI compliant which means your card details are safely handled. Top-notch technology is employed to ensure that your financial details are safe from unauthorized modification or use.
What currency can I use to make a deposit at Genesis Casino?
All UK players need to use GBP when they make a deposit to their account. Other currencies that are supported at Genesis Casino are: USD, EUR, NOK, SEK, GBP, CHF, CAD, AUD, ZAR, CZK, PLN, RUB, DKK, RON, GEL, TRY, CNY, NYZ, MXN, NGN, BGN, HRK, HUF, PEN, KRW, UAH, INR. You need to remember that once you link currency to your account when you register for the casino, the same currency can't be changed in the future.
I made a withdrawal request but I have changed my mind. Can I cancel it?
Yes, it is possible to cancel the withdrawal request. You need to head to My Account section and click on the Pending Withdrawals tab. Just follow the instructions and you can cancel your withdrawal request in no time.
I am having difficulty making a withdrawal. What's wrong?
The first thing you need to do is to check whether all the information that you provided the casino upon registration is accurate. These are the most common reasons why withdrawal is not happening: · You failed to verify your account. · You are trying to withdraw more money than you have on your balance · Your bank account number is incorrect · You have an active bonus that needs to be wagered If you checked and found that all the information is right then we advise you to try opening your account in a different browser. If the problem persists the last step is to contact the customer support and the agents will try to solve your issue.
Are there any fees involved for withdrawals?
There is a 2% handling fee involved when making a withdrawal. Before you confirm your withdrawal you will be notified of the amount. Please remember that by requesting a withdrawal you accept the fees as well. There are some payment methods where the amount may be less than this.
Can I use the bonus money on all casino games?
Some bonuses are restricted to certain games while others can apply to any game. Before you receive the bonus money you should check the Bonus Terms and Conditions first.
Can I surrender a bonus?
Yes, you can surrender a bonus before you start to play. You can even surrender a bonus once you have started to play and placed a bet. You need to remember that if you decide to do that all winnings will be surrender too, and all the losses will be deducted from your real money. In order to do that you need to go to My Account section then Balance and Bonus tab and click on the ‘Forfeit’ button under the active bonus.
What are the wagering requirements for a bonus?
A bonus you receive when you make a deposit is just extra money the casino rewards you with so you can play longer and try out more games. Each of the bonuses that the casino has to offer come with wagering requirements that you need to meet before you can make a withdrawal. The bonuses and free spins from Genesis Casino need to be wagered 40 times unless otherwise specified. You can make a withdrawal before you have wagered the bonus, but that means you will lose your bonus money and all the winnings too.
Can I play games for free?
Yes, you can. Some games can be played in demo version while others can't. This is usually the case with live games where all the table seats are reserved for paying players.
How to activate free spins?
From time to time the casino awards its loyal players with some free spins to try out a new game. Activating the free spins is very easy. You just need to login to the game and you will receive a notification showing the number of free spins you have been granted.
Are the casino games fair and random?
The fact that the casino offers games from well recognized and trusted providers says it all. All the games have been tested in one of the world's most experienced and trusted gaming test labs called Technical Systems Testing, which is a part of the Gaming Laboratories International. Also, the games have been approved by eCOGRA which is an internationally accredited testing agency based in London. This means that the Random Number Generator is 100% confident and unbiased.
Which software providers can be found at Genesis Casino?
At Genesis Casino, you can find games of some of the best software providers ever including NetEnt, Microgaming, Quickspin, NYX Interactive, Play n`Go, and Evolution.
What happens when I lose internet connection while playing a game?
Nothing happens when you lose connection. The game you are playing is paused and once you regain connection you will continue where you stopped in the first place. You will never lose your money due to disconnection.
I am having trouble logging into my account?
You are probably using the wrong login details or maybe Caps Lock is turned on, on your keyboard. In case you forgot your password you can try to reset it using the Forgot Password link under the help menu. If the problem persists then we advise you to contact customer support for additional help.