The player from Germany had been waiting over a week for a payout, but his withdrawal requests had been deleted despite him submitting all required documents. He had been directed to the support email for help but received no response. The issue was resolved after the Complaints Team contacted the casino, which confirmed that the player's withdrawal had been processed and the funds were in his account. The complaint had been marked as 'resolved' in the system.
GeniePlay Casino - Player’s withdrawal request is delayed.
Amount: €2,000
GeniePlay Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
GeniePlay Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.7. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
1 month ago
Translation
I have been waiting for over a week for my payout. My withdrawal requests have been deleted. All requested documents have been submitted. In the chat, I am repeatedly referred to the support email. Only there could I get help. However, there is no response or reaction there.
I am requesting a statement from the casino.
Automatic translation:
Public
Public
1 month ago
Dear Mrlois147,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you are facing. I’d like to ask you a few questions to better understand your situation.
- Could you please confirm if you currently have any pending withdrawal requests in your account?
- Why were your previous withdrawal requests declined by the casino? Did the casino provide you with an explanation?
- Could you specify which documents you submitted for verification? Have they been reviewed and approved by the relevant department?
- When was the last time you communicated with customer support regarding the problem with your withdrawals?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello,
No, I don't have any outstanding withdrawals. I requested two and then closed my account as a precaution.
Both of these were rejected. When I asked, I was told that there were problems with the payment service provider.
As documents, I have a selfie with my ID and the website in the background, as requested. Proof of address in the form of a bill. And a bank statement for the account in question.
I sent these documents to the email address as specified but received no response.
I contacted customer service again today but again I couldn't get any information other than that I should wait and pay attention to my emails.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
I have now received an answer.
I am now being asked about money coming into my account, which is of no interest to the casino at all. It no longer has anything to do with the casino.
They're just playing for time here. I've submitted the documents again and am looking forward to the next reaction.
Automatic translation:
Public
Public
3 weeks ago
Thank you for keeping me updated. Have you provided the casino with your payment history as requested? Could you please specify the nature of the two transactions the casino needs to verify? Are those the deposits you made?
Public
Public
3 weeks ago
Translation
No, these are simply deposits into my account that have absolutely nothing to do with the casino. They are not even from the time when I was active in the casino.
Automatic translation:
Public
Public
3 weeks ago
Thank you very much, Mrlois147, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
2 weeks ago
Dear Mrlois147,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Since GeniePlay Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representatives through their official customer support email address regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.
Thank you for your understanding and patience!
Best Regards,
Kubo
Public
Public
1 week ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
1 week ago
Dear Mrlois147,
The casino representative has responded to my inquiry regarding your issue. They stated that your withdrawal has already been processed and the funds should be in your account. Could you kindly confirm if this is accurate?
Looking forward to your update.
Public
Public
1 week ago
Translation
Yes, with a significant delay I have now received all the money. Thank you very much
Automatic translation:
Public
Public
1 week ago
Dear Mrlois147,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.
Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.
Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
