The player from Greece had been waiting for 10 days for two withdrawals of 500 euros, with customer support citing general processing issues. Despite not being required to provide documents for verification, the player was concerned about the delay and the status of their funds. The Complaints Team had attempted to gather more information from the player but was unable to proceed due to a lack of response. As a result, the complaint was rejected.
GeniePlay Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
GeniePlay Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
12 months ago
Translation
Good evening! I have been waiting for about 10 days for two withdrawals of 500 euros. Every day, when I speak with customer support, they try to assure me that my money is safe and that there's a general issue with processing withdrawals, which is why there's a delay. I should note that I haven't been asked for any documents for account verification. When I go to the verification section, I see the following message: "Your account does not require verification." What do you suggest I do? I feel like each day that passes, my money is getting further away from reaching me! Thank you very much for your time!
I would greatly appreciate any help.
Automatic translation:
Public
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12 months ago
Dear Apomor,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
12 months ago
Translation
Good evening again!
I have never made a withdrawal at the same casino. These are my first attempts. The amount I have won was not made with the help of a bonus.
Automatic translation:
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11 months ago
Thanks for your reply.
- Was your withdrawal processed since your last post?
If the issue persists, could you please share your communication with casino support regarding the issue? Share screenshots here or send the information to my email at [email protected]
Looking forward to your reply.
