GeniePlay Casino - A retirada do jogador está atrasada.

Good evening! I have been waiting for about 10 days for two withdrawals of 500 euros. Every day, when I speak with customer support, they try to assure me that my money is safe and that there's a general issue with processing withdrawals, which is why there's a delay. I should note that I haven't been asked for any documents for account verification. When I go to the verification section, I see the following message: "Your account does not require verification." What do you suggest I do? I feel like each day that passes, my money is getting further away from reaching me! Thank you very much for your time!

I would greatly appreciate any help.

Καλησπέρα σας! Περιμένω περίπου 10 μέρες για δύο αναλήψεις των 500 ευρώ.. κάθε μέρα που μιλώ με την υποστήριξη πελατών προσπαθούν να με πείσουν ότι τα λεφτά μου είναι ασφαλή ..απλά υπάρχει ένα γενικό πρόβλημα στη διεκπεραίωση των αναλήψεων γι'αυτό και έχουν καθυστερήσει οι αναλήψεις μου.. να τονίσω ότι δεν μου έχουν ζητηθεί έγγραφα για ταυτοποίηση του λογαριασμού. Όταν πηγαίνω στον τομέα επαλήθευση μου εμφανίζεται το εξής μήνυμα: Ο λογαριασμός σας δεν απαιτεί επαληθευση. Τι προτείνετε να κάνω ; Νιώθω ότι κάθε μέρα που περνάει τα χρήματα μου απομακρύνονται από το να έρχονται όλο και πιο κοντά! Ευχαριστώ πολύ για το χρόνο σας!

Θα χαρώ πολύ αν λάβω κάποια βοήθεια.

Dear Apomor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good evening again!

I have never made a withdrawal at the same casino. These are my first attempts. The amount I have won was not made with the help of a bonus.

Καλησπέρα και πάλι!

Στο ίδιο καζινο δεν έχω κάνει ποτέ καποια ανάληψη. Αυτές είναι οι πρώτες μου προσπάθειες. Το ποσό που έχω κερδίσει δεν έγινε με τη βοήθεια μπόνους.

Thanks for your reply.

• Was your withdrawal processed since your last post?

If the issue persists, could you please share your communication with casino support regarding the issue? Share screenshots here or send the information to my email at tomas@casino.guru

Looking forward to your reply.

Dear Apomor,

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.