GeniePlay Casino - Die Auszahlungsanforderung des Spielers wird verzögert.

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.

Ich warte nun seit über einer Woche auf meine Auszahlung. Meine Auszahlungsanträge wurden gelöscht. Alle angeforderten Dokumente wurden eingereicht. Im Chat werde ich immer wieder an die Support Email weitergeleitet. Nur hier könnte man mir helfen. Dort aber keinerlei Antwort oder Reaktion.

Ich bitte um einen Stellungnahme des Casinos.

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

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.

Hallo,

nein ich habe keine offene Auszahlung. Ich hatte 2 beantragt danach habe ich mein Konto vorsorglich schließen lassen.

Diese beiden wurden abgelehnt. Auf Nachfrage wurde mir gesagt, dass er Probleme mit dem Zahlungsdienstleister gibt.

Als Dokumente habe ich wie angefordert ein Selfie mit Ausweis und der Website im Hintergrund. Einen Adressnachweis in Form einer Abrechnung. Und einen Kontoauszug des betreffenden Kontos.

ich habe diese Dokumente an die Emailadresse wie angegeben geschickt aber keinerlei Reaktion erhalten.

Ich habe heute wieder mit dem Kundendienst Kontakt gehabt aber ich konnte wieder keine Auskunft bekommen außer dass ich warten soll und auf meine Emails achten soll.

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.

Ich Habe nun eine Antwort bekommen.

Es wird nun nach Geldeingängen auf meinem Konto gefragt, welche völlig uninteressant für das Casino sind. Diese haben nichts mehr dem Casino zu tun.

Hier wird nur auf Zeit gespielt. Ich habe die Dokumente nochmal eingereicht und bin auf die nächste Reaktion gespannt.

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?

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.

Nein, das sind einfach Eingänge auf meinem Konto die absolut nichts mit dem Casino zu tun haben. Die sind nichtmal aus der Zeit wo ich in dem Casino aktiv war.

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.

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

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.

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.

Yes, with a significant delay I have now received all the money. Thank you very much

Ja, mit deutlicher Verzögerung habe ich alles Geld inzwischen erhalten. Vielen dank

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