Complaint #1 GeniePlay Casino

They have not paid winning bet

By SAMI W.

1 year ago

Message on forum

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.

Disputed Casino GeniePlay Casino

Reason Wrong calculations

Amount €255

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

As apparent from the submitter's latest post, 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.

SWest73

• Finland • 1 reviews

10 months ago

Thank you so much. I already received the money.

AskGamblers

• Support Team

10 months ago

Dear @SWest73,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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 Swest73,

Please be informed that the payment of 255 EUR has been processed from our side today.

Kind regards,
Genieplay team

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

I have about €6600 stuck at the casino

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.

Resolved

€6,600