The player from Germany has been waiting over a week for a payout, but his withdrawal requests have been deleted despite submitting all required documents. He was directed to the support email for help but received no response.
GeniePlay Casino - Player’s withdrawal request is delayed.
Amount: €2,000
GeniePlay Casino
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6.7
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Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 3m 4s
Case summary
4 hours ago
Public
Public
yesterday
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
5 hours 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
Casino Guru is examining the case
