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Hello,

I have a straightforward issue. I have approximately €7800 stuck at the casino. My withdrawals have been pending for 14 days now. I haven't received any reason from the casino. They haven't requested any KYC documents from me either. The live chat doesn't provide any information. I have to ask for your help. Could you kindly contact this casino so I can eventually get my money?

Hei,

Yksinkertainen ongelma. Minulla on jumissa noin 7800€ kasinolla. Nostoni ovat olleet pending tilassa nyt 14 päivää. Mitään syytä en kasinolta ole saanut. Mitään KYC dokumentteja minulta ei myöskään vaadita. Live chat ei kerro mitään. Pakko pyytää teiltä apua. Voitteko ystävällisesti ottaa yhteyttä tähän kasinoon, jotta saisin joskus rahani?

Dear Ollikainen, 

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 before?

Could you please specify if you are able to upload the verification documents to your casino profile?

When was the last time you communicated with customer support? Did you ask them about the verification?

Have you accumulated your winnings with or without an active 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, 

Veronika

Hello,

My profile does not require verification. This is not a KYC issue. On a daily basis, I send a message to customer support. I have no active bonus.

Hei,

Profiilini ei vaadi vahvistusta. Kyseessä ei ole KYC ongelma. Aikalailla päivittäin laitan viestiä asiakastukeen. Minulla ei ole aktiivista bonusta.

Thank you for your reply. Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Also, please forward me all the relevant communication between you and the casino customer support regarding the delay in your payout at [email protected]. Alternatively, you may post screenshots here.

The payments started rolling in now. Everything ok. Thanks for the help.

Maksut lähtivät nyt rullaamaan. Kaikki ok. Kiitos avusta.

Hi, I don't have any pictures of the live chat conversations. I have put screenshots of the withdrawals for you. I received a few small withdrawals, but again the withdrawals take longer than the stated time (3 days). Is this casino in financial trouble? I have played slots at the casino and made bets on sports without bonuses.

Hei, minulla ei ole kuvia live chat keskusteluista. Olen teille näyttökuvat laittaneet nostoista. Muutaman pienen noston sain mutta taas nostoissa kestää yli kerrotun ajan (3 päivää). Onko tämä kasino taloudellisissa vaikeuksissa? Olen pelannut kasinolla slotteja sekä tehnyt vetoja urheiluun ilman bonuksia.

Could someone help me? Withdrawals are constantly delayed.

Voisiko joku auttaa minua? Nostot viivästyvät jatkuvasti.

Thank you for keeping me updated.

Could you please specify how many pending withdrawal requests are currently in your account? You may post here a screenshot of your withdrawal history in your casino profile if possible.

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, investigation of the gameplay, 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. 

These delays are continuous and this should not be allowed. The last time I filed this complaint was 18 days. I still don't have the unfinished KYC verification turned on.

Nämä viivästykset ovat jatkuvia eikä tämän pitäisi olla sallittua. Viimeksi kesti 18 päivää jonka takia tämän valituksen tein. Minulla ei edelleenkään ole keskeneräistä KYC varmennusta päällä.

Thank you for the screenshot. However, the image does not show the exact date you submitted your withdrawal requests. Could you please specify the dates for each of the withdrawals? Have you received any of these pending winnings yet?

Hello, a more detailed picture of the lifting is attached. It doesn't make any sense that they take TWO WEEKS to send each little €500!!

Hei, tarkempi kuva nostosta liitetty. Ei tässä ole mitään järkeä ette heillä kestää jokaisen pienen 500€ lähettämisessä KAKSI VIIKKOA!!

I would kindly ask you again to contact the casino so that I could get my money out of there sometime.

Pyytäisin teitä jälleen ystävällisesti ottamaan kasinoon yhteyttä jotta voisin joskus saada rahani sieltä ulos.

After that, I have been waiting for my withdrawals for more than two weeks. Can you help me with this process until I get my money. It can't go like this.

Jälkeen olen odottanut nostojani yli kaksi viikkoa. Voitteko auttaa minua tässä prosessissa kunnes olen saanut rahani. Ei tämä näin voi mennä.

Thank you very much, Ollikainen, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) 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 Ollikainen, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact GeniePlay Casino outside this complaint thread and let you know any new information once I receive it.

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 Ollikainen, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of GeniePlay Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear GeniePlay Casino,

thank you for your email.

Could you please provide more information about this case?

Looking forward to your reply,

Katarina

Dear all

Thank you for your patience.

Kindly be informed that all of customer withdrawals has been completed and paid out on our side , and there is currently no pending withdrawals or active balance to be paid by us.

Best Regards

GeniePlay Casino Team

Dear GeniePlay Casino,

thank you for your message.

Dear Player, 

could you kindly confirm whether you have received your funds?

Looking forward to your reply,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Ollikainen,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru