SpinGenie Casino - Player claims that payment has been delayed.

I made a withdrawal, it will be 6 working days and still nothing, how do you know to be the house and bet and reliable,? I would like to know a position

Dear eliasramospereira139,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Yes, I understand perfectly, but the casino gives 2 to 7 business days for you to receive the money, and then it did not comply with what is established on its platform

Hi There,

I see your withdrawal was processed on the 18th May, less than 24 hours after it was requested.

For bank transfers, the time frame once the withdrawal has been completed from our side is 2-7 business days to reach your account and this timeframe is due to bank standards.

If for any reason, you do not receive the withdrawal in this timeframe, please send a bank statement to our support team showing all transactions from the 18th May onwards and we will be happy to investigate this further for you.

Thanks for understanding.

Hello, good morning, the 7 working days have already passed and nothing has appeared in my account, I sent an extract from my account, today, now it's just waiting, ? Because on the website the email is giving an error, I'm sending the email, replying, the other messages that the website sends, it's really hard

Hello everyone,

Thank you both for your replies

eliasramospereira139, Have you sent your bank statement as requested by the casino in their message here?

Yes, I already sent it, and it's been about 3 days that I still haven't received any response,

Thank you very much, eliasramospereira139, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi There,

I have checked your most recent correspondence from the 28th May, I see you ask if you should send a statement, however, this was not received.

Can you confirm if you have received the funds now? If not, we will need an official bank statement showing all transactions from 18th May onwards so we can investigate this further for you.

Thanks for understanding

Hello everyone,

I'm Michal and I have taken over this complaint. I have reviewed this case and will try my best to help.

Dear eliasramospereira139,

As per SpinGenie Casino's response, if you still have not received the funds, please forward your bank statement showing all transactions from 18th May onwards to the casino so they can investigate this further.

Ok I checked and it didn't fall into the account I will be sending my pancario extract, for you to see

Dear eliasramospereira139,

Thank you for the screenshots. Just so you know usually the casinos require the bank statement from the player in PDF format, but maybe SpinGenie Casino will accept this as well.

Dear SpinGenie Casino,

Although I'm aware that the screenshots from the player are not really the best format, but are these sufficient for you?

Hi There,

The payments team will only accept an official bank statement showing also name and address details in order to be able to investigate this further.

In the meantime, I have also asked them to check thier end to see if there was any error during processing.

Thanks

Thank you for the response, SpinGenie Casino.

Dear eliasramospereira139,

As per the SpinGenie Casino response please provide an official bank statement in your name and address showing all transactions from 18th May onwards in PDF format to the casino team, so they can investigate any issues with the payment further.

I sent my account statement, and my account data with my name as requested

Dear eliasramospereira139,

As per the SpinGenie Casino response please provide an official bank statement in your name and address showing all transactions from 18th May onwards in PDF format to the casino team, so they can investigate any issues with the payment further. These days a statement should be easy to "generate" in your Internet banking account, or bank app, or simply ask your bank to send you an official statement in the required format. They have to be able to help you with that.

The cashier application has no way of extracting it in PDF, just like I sent it with my data, as is the extract, my account is with my name, everything is correct, because through the email on the spnis website, it appears as an invalid email when sending it, whatever type of message, even though I am trying to send other files, in PDF format, this site does not accept the PDF format

Hi There,

When you visit the upload documents page, you can choose proof of address and upload the PDF via this, it is an accepted format as our payments team prefer PDF files.

https://www.spingenie.com/?dl=docs

If you wish to send it over by email, the email address is contact@spingenie.com - you will need to either upload this document or send it to our email address from your registered email address, it cannot be accepted any other way for security reasons.

If you are still having issues uploading it or sending it in an email, we will need to see screen shots of any errors you are getting to investigate this further.

Thanks for understanding.

Dear eliasramospereira139,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear eliasramospereira139,

Were you able to send the required documentation to the casino? Has your issue been resolved?

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear eliasramospereira139,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal