GENESIS CASINO COMPLAINTS PROCEDURE

Spinning with us should be fun. We like happy Spinners. But if something goes wrong and you’d like to let us know, follow our 3-Step Complaints Procedure below. We’ll do our best to get you back to spinning happily again in no time.

Step 1 – The Complaint

Let us know what’s wrong. Contact our Customer Support team via phone, email or chat. A Support Agent will investigate your complaint and respond within 2 working days. If, for whatever reason, we can’t resolve it, you’ll be invited to procced to Step 2. But this rarely happens. We always try to get to the bottom of things quickly and sort out any problems internally.

Step 2 – A Second Opinion

A fresh pair of eyes is sometimes all that is needed to solve a problem. We understand this. That’s why, if you’re not fully satisfied with the outcome at Step 1, you can escalate your complaint, in writing, to [email protected]. You’ll be given a case number and your complaint will be investigated by the management. They will then send you a full response within 10 working days.

Remember: The Complaints Procedure begins with Step 1. Always speak to the Support team first.

UK-licensed players only:

Step 3 – The Independent Third Party

It’d be a shame to see things spin out of control this far. That’s why there are really only two steps in our internal Complaints Procedure. In the unlikely case that we’ve been unable to resolve the issue internally, the “complaint” becomes a “dispute”. If you’re based in the UK, you have the right to refer the dispute to our Alternative Dispute Resolution (ADR) service which is held by IBAS, PO Box 62639, London EC3P 3AS by clicking here or e-mailing [email protected]. But Steps 1 and 2 usually have it covered.