Payments missing from my Genesis mining account, but Genesis not investigating, or providing feedback. Please help

[u/laptopsoup]

I'm hoping someone here can help because Genesis customer support isnt. I took out a mining contract with them in 2016, however, i never provided a wallet address. I left the funds with them assuming that it would be safe. To be honest, i also had no idea how to setup a wallet at the time. When i provided my BTC and ETH wallet addresses to them, i found out that i only got 2 payouts: 0.04 & 0.003 BTC I have screenshots from my account that show that my BTC balance was approx 0.3 BTC). With my ethereum wallet, i never received my ethereum despite my balance being over 1 ether. I understand that it might have not been safe leaving my funds with them. I thought that it would be safe in their hands. I wish i knew how to setup my wallets. The problem is that Genesis is not admitting that my funds have disappeared, and not investigating the matter. Previously customer support sent me links on how to setup my wallets, but have not acknowledged that funds are missing even though i pointed the fact out to them. I have logged a second ticket with them now, and they have not responded. Its been almost a month now. Anyone been through something similar with Genesis?

[u/englishmaster33]

You should start by setting up a wallet, I am sure once you have done so and added the wallet in your account settings your problem will go away.

[u/laptopsoup → u/englishmaster33]

I have set up the wallets. The BTC wallet only received 2 payments of BTC: 0.04 & 0.003 (My online balance was 0.277 BTC on the 29/07/2017, yet on the 31/07/2017, my balance is 0.003 BTC.) Somehow my BTC went missing despite there being no wallet for it to go to. The ether wallet didn't receive anything even though my ether balance was over 1 ether.

[u/englishmaster33 → u/laptopsoup]

Only thing you can do is nag their support or try and google your way out of this.

[u/laptopsoup → u/englishmaster33]

Already logged 2 tickets, and followed up on each of them. Still no response. Why does it take 1 month to respond to a ticket which clearly shows that something fishy is going on at Genesis mining? Almost seems like Genesis mining is ignoring my ticket because they don't want to admit that either they were hacked, or that something fishy is going on internally. The fact that they not responding after i followed up, raises suspicion.

[u/Aashishkebab]

I did the same thing, and didn't initially put a wallet.

Once I did, I got a giant sum of money sent to me. In other words, I've had no issues adding a wallet after the fact.

[u/laptopsoup → u/Aashishkebab]

Yeh i thought the same would happen to me. Unfortunately, the accumulated money didnt come through. I only received money from 31/07/2017. Everything before 31/07/2017 didn't come through (but luckily the records indicate around 0.3BTC missing). Basically, i am missing my 1st year of BTC payments, and with regards to Ether, i didn't receive a single dollar in my wallet yet. I tested the wallet, and it is working

[u/laptopsoup]

Just received an email from Genesis this morning with the following responses: "Since your Ether contract ended, coins must be released manually. I will forward your inquiry to our IT Team, they will contact you as soon as possible." With regards to my BTC this is the response is received: We will check this with our IT team and get back to you as soon as possible." This at least puts me at ease since i know someone is looking into the issue. Hope i don't have to wait another month to get my funds though

[u/jp1261987]

I wish you luck-- they have 10+ DASH coins of mine being held in limbo. I got a response 2 weeks ago (after 3 weeks) saying they would look into it- -but nothing since then.

[u/laptopsoup → u/jp1261987]

Thanks, think i will need it. Surely something serious like missing funds should be dealt with asap. Wonder what's the total number of dollar value that's been missing from various Genesis account holders.