SpinGenie Casino SE - Player’s withdrawal has been delayed.

Requested the withdrawal yesterday via trustly but received no money. They don't respond to chat or email.

returned the money today to redo the withdrawal and see if anything stuck, no money paid out then either

Dear Sussie59,

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 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,
Complaints Resolution Center

Have managed to withdraw 2 x SEK 5,000. SEK 3,000 remains, which cannot be paid out immediately. Still no response to the chat or email I sent yesterday. Unbelievably bad

Dear Sussie59,

Have you received your withdrawal from the casino yet?

Hi There,

We are sorry for the delay with this matter.

I checked your account and see you have had a number of successful withdrawals after this. If you are missing anything else or need any further help, please let us know.

Thanks for your patience with this.

Dear Sussie59,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.