Complaint #2 GeniePlay Casino

I have about €6600 stuck at the casino

By Ollikki

1 year ago

Hello,

A simp

Terrible withdrawal issue. I have about €6600 stuck at the casino. My withdrawals small 500€ withdrawals have been pending for two weeks now. I have not received any reason from the casino. No KYC documents are required from me either. Live chat doesn't say anything. I have to ask you for help. Can you please contact this casino so I can get my money sometime.

Disputed Casino GeniePlay Casino

Reason Delayed payment

Amount €6600

Discussion

AskGamblers

• Support Team

1 month ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

10 months ago

Dear @Ollikki,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

GeniePlay Casino

• Representative

10 months ago

Dear All,

Please be informed that, as of 12.08.25, all of the customer's withdrawal requests have been processed from our side and there's no active balance remaining.

Kind regards,
Genieplay team

AskGamblers

• Support Team

10 months ago

Dear all,

This complaint has been reopened as per GeniePlay Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

GeniePlay Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $3,981

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

GeniePlay Casino Complaints

See all complaints for this casino

They have not paid winning bet

I have been playing on GeniePlay for some time and before this haven't had any issues. Now strange thing happened when placing two sports bet on a basketball game on a pretty much same outcome. They both won but for some reason also the bet amount and winnings disappeared from my account(255€ total).

I have contacted their live chat multiple times but all I get is response that I will get an email from relevant department. No one has contacted me and it's really frustrating as I don't want to play with my remaining balance before this one is settled.

I have attached screenshot of my sites balance with the bets that shows the missing balance.

I hope this can be solved soon.

Resolved

€255