GeniePlay Casino - general discussion

If you want to discuss anything related to GeniePlay Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

These people have kept me waiting for 3 weeks, I can no longer use the live chat, I don't get any response to my emails, etc. Can anyone help me or show me a way? I have been waiting for my 2500€ for a long time.

Hello, I need urgent help. GeniePlay.com has not paid out my winnings for weeks. There are 2 x 500€ and 1500€ are still waiting in my account to be paid out. Unfortunately it doesn't work because I have apparently exceeded the payout limit. Customer service is not responding and I cannot get into live chat. PLEASE URGENT HELP. The payout amounts are not linked to bonuses or have been claimed!!!!!

Hello,

I fear there is nothing like urgent help because this casino is just unsafe for players in a manner of historical events of not paying out. Can you access the review 👈, please?

Well, the review says, among other things:

"Very high value of withheld winnings in player complaints in relation to the casino's size"

The only way to find out how they treat players in 2025 is through submitting an official complaint, I'd say. Feel free to do so here 👈

I will keep my fingers crossed for you!

honest advice, stop wasting your time here

Hey, based on what you wrote it probably has something to do with the fact that you played here and didn't have a good experience, am I right? Could you at least summarize what happened?

They gave me a bonus and after playing it and getting 448 euros they tell me that it is not valid because I have repeated bets and because a combination did not reach a quota and that it is not valid, they have deceived and scammed me.

It's a scam, never play. Now they are changing the conditions of the 90x6 bonus.

The next day 439/1080

They are scammers who steal money from players, be careful.

Hi, so if the casino has violated some of its Terms and Conditions in the bonus, I would probably think about filing a complaint? I don't really understand what repeated bets mean, like you had the same bet over and over again? One more question, is it a sports bonus and did you wager on it or not?

What do you think of a casino that gives you a 90 euro bonus and tells you that 90x6=540 and when you have won money playing it tells you that it is 1080 and the rollover is completely within the law and they do not discount it?

I think they have deceived me, they have stolen my money and obviously they have scammed me.

I think this is violating the terms.

That's why I said I would file a complaint. If there is no reasonable explanation as to why this was done, I would also consider it unfair. Obviously, I would like to know on what basis they reached such a sum, because so far it seems illogical to me. But our team would try to find out why this is so. 

These didn't pay out any tournament winnings at all. I won a sports tournament called Masters, but the prize didn't even show up in my account. It's been a week since the tournament ended.

The live chat always gives the same answer that without a screenshot we can't help. So you should have taken a screenshot of the prize pool just before it ended. It's pointless to play there.

But it surely has to be recorded somewhere in their system, so what is the screenshot for?

May I ask what kind of tournament it was? Is it seen in your gameplay, perhaps?

The casino should provide it to you, for sure; even though I am not an expert on sports, I believe they should.

Try to ask for it, and let us know, please, what the answer will be.

Isn't there any information about your participation in the tournament in your account?

It's a month-long sports tournament where you get points for every bet you win. I don't understand why they want a screenshot of it, but they said it's a rule, and without a screenshot, the matter won't proceed.

I've already discussed this issue 3 times in live chat, and each time it ended with the fact that they can't help without a screenshot. I also mentioned in live chat that yes, the site owner needs to have access to this information, but it doesn't work when a screenshot is needed.

Information about the tournament prize pool was visible on the site for about 24 hours after the tournament ended, but now it is no longer there.

I think it's a pretty stupid rule that you should take a screenshot. I don't see the reason for it and the standings should be normally visible to the players from every tournament. So does that mean that everyone who didn't take a screenshot won't win anything even if he was in the winning position? When you were talking about the rules, was it mentioned somewhere that you have to give it to the casino after the end of the tournament? 

I would probably complain but since we don't deal with sports betting I'll try to give you some links that might be helpful. 

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

Will you try it there? 

No, the rules don't mention anything about screenshots. A couple of days ago, live chat said they were aware of this issue and needed a little more time to figure it out.

I guess I should probably wait a few days, but if nothing happens, I'll try filing a complaint on the pages you linked to.

Yeah, that's the most sensible thing to do. When they let you know, feel free to write what they said, I'm quite interested. 

Fingers crossed.🤞

Hello everyone,

I have a problem with Genieplay not closing my account, even though they advertise on their website that the account will be closed within 24 hours.

The VIP manager keeps putting me off (he occasionally credits me with cashback). He then replies very slowly. He asks me to send an email to support.

I have done this several times over several months, and the store will not close my account!

Live chat tells me that they're currently receiving a lot of requests to close accounts and asks for patience! LoL.

Do you have any idea what I can do?

Sure, I'll keep my hands off that store now, after all, it's my own fault.

I am sorry that it is this difficult to close the account, but may I ask what reason you gave them for it?

I am asking because if it is due to gambling issues, the casino has to close the account immediately. No excuses.

Otherwise it is only logical that they want to keep every player so they don't lose them, you know.