GeniePlay Casino - Pelaajan kotiuttaminen on viivästynyt.

Hello,

I have a straightforward issue. I have approximately €7800 stuck at the casino. My withdrawals have been pending for 14 days now. I haven't received any reason from the casino. They haven't requested any KYC documents from me either. The live chat doesn't provide any information. I have to ask for your help. Could you kindly contact this casino so I can eventually get my money?

Hei,

Yksinkertainen ongelma. Minulla on jumissa noin 7800€ kasinolla. Nostoni ovat olleet pending tilassa nyt 14 päivää. Mitään syytä en kasinolta ole saanut. Mitään KYC dokumentteja minulta ei myöskään vaadita. Live chat ei kerro mitään. Pakko pyytää teiltä apua. Voitteko ystävällisesti ottaa yhteyttä tähän kasinoon, jotta saisin joskus rahani?

Dear Ollikainen, 

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 before?

Could you please specify if you are able to upload the verification documents to your casino profile?

When was the last time you communicated with customer support? Did you ask them about the verification?

Have you accumulated your winnings with or without an active 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, 

Veronika