GeniePlay Casino - opšta diskusija

These people have kept me waiting for 3 weeks, I can no longer use the live chat, I don't get any response to my emails, etc. Can anyone help me or show me a way? I have been waiting for my 2500€ for a long time.

Die Herrschaften lassen mich seit 3 Wochen warten ich kann den Live Chat nicht mehr nutzen bekomme keine Antwort auf meine E-Mails und und und kann mir jemand helfen bzw. einen Weg zeigen warte schon seit langem auf meine 2500€

Hello, I need urgent help. GeniePlay.com has not paid out my winnings for weeks. There are 2 x 500€ and 1500€ are still waiting in my account to be paid out. Unfortunately it doesn't work because I have apparently exceeded the payout limit. Customer service is not responding and I cannot get into live chat. PLEASE URGENT HELP. The payout amounts are not linked to bonuses or have been claimed!!!!!

Hallo ich brauch dringende Hilfe GeniePlay.com zahlt mein Gewinn seit Wochen nicht aus.es handelt sich um 2 mal 500€ und 1500€ warten noch auf meinem Account um auszahlen zu lassen ,geht leider nicht weil ich anscheinend Limit zur Auszahlung überschritten hab.kundenservice antwortet nicht livechat kommt man nicht rein.BITTE DRINGENDE HILFE.die auszahlungsbetrage sind nicht mit Bonusse verbunden oder wurden in Anspruch genommen!!!!!

Hello,

I fear there is nothing like urgent help because this casino is just unsafe for players in a manner of historical events of not paying out. Can you access the review 👈, please?

Well, the review says, among other things:

"Very high value of withheld winnings in player complaints in relation to the casino's size"

The only way to find out how they treat players in 2025 is through submitting an official complaint, I'd say. Feel free to do so here 👈

I will keep my fingers crossed for you!

honest advice, stop wasting your time here

Hey, based on what you wrote it probably has something to do with the fact that you played here and didn't have a good experience, am I right? Could you at least summarize what happened?

They gave me a bonus and after playing it and getting 448 euros they tell me that it is not valid because I have repeated bets and because a combination did not reach a quota and that it is not valid, they have deceived and scammed me.

Me han dado un bono y después de jugarlo y obtener 448 euros me dicen que no es válido porque he repetido apuestas y porque una combinada no llegaba una cuota y que no es válido me han engañado y estafado.

It's a scam, never play. Now they are changing the conditions of the 90x6 bonus.

The next day 439/1080

Es una estafa no jueguen nunca ahora me cambian las condiciones del bono de 90x6

Al día siguiente 439/1080

They are scammers who steal money from players, be careful.

Son unos estafadores le roban el dinero a los jugadores cuidado.

Hi, so if the casino has violated some of its Terms and Conditions in the bonus, I would probably think about filing a complaint? I don't really understand what repeated bets mean, like you had the same bet over and over again? One more question, is it a sports bonus and did you wager on it or not?

What do you think of a casino that gives you a 90 euro bonus and tells you that 90x6=540 and when you have won money playing it tells you that it is 1080 and the rollover is completely within the law and they do not discount it?

I think they have deceived me, they have stolen my money and obviously they have scammed me.

I think this is violating the terms.

Tú qué opinas de un casino que te da un bono de 90 euros te dice que 90x6=540 y cuando has ganado dinero jugando te dice que es 1080 y el rellover completamente dentro de la legalidad no te los descuentan?

Yo opino que me han engañado ,me han robado dinero mío y evidente me han estafado.

Creo que esto es violar los términos.

That's why I said I would file a complaint. If there is no reasonable explanation as to why this was done, I would also consider it unfair. Obviously, I would like to know on what basis they reached such a sum, because so far it seems illogical to me. But our team would try to find out why this is so. 

These didn't pay out any tournament winnings at all. I won a sports tournament called Masters, but the prize didn't even show up in my account. It's been a week since the tournament ended.

The live chat always gives the same answer that without a screenshot we can't help. So you should have taken a screenshot of the prize pool just before it ended. It's pointless to play there.

Nämä eivät maksaneet turnausvoittoa lainkaan. Voitin Masters nimisen sporttiturnauksen, mutta palkintoa ei tullutkaan tilille. Turnauksen päättymisestä on jo viikko aikaa.

Livechatista tulee aina sama vastaus, että ilman kuvakaappausta ei voida auttaa. Olisi siis pitänyt ottaa kuvakaappaus palkintotalukosta juuri ennen kuin se päättyi. Turha tuonne on pelata.

But it surely has to be recorded somewhere in their system, so what is the screenshot for?

May I ask what kind of tournament it was? Is it seen in your gameplay, perhaps?

The casino should provide it to you, for sure; even though I am not an expert on sports, I believe they should.

Try to ask for it, and let us know, please, what the answer will be.

Isn't there any information about your participation in the tournament in your account?

It's a month-long sports tournament where you get points for every bet you win. I don't understand why they want a screenshot of it, but they said it's a rule, and without a screenshot, the matter won't proceed.

I've already discussed this issue 3 times in live chat, and each time it ended with the fact that they can't help without a screenshot. I also mentioned in live chat that yes, the site owner needs to have access to this information, but it doesn't work when a screenshot is needed.

Information about the tournament prize pool was visible on the site for about 24 hours after the tournament ended, but now it is no longer there.

Se on kuukauden kestävä urheiluturnaus, jossa jokaisesta voitetusta vedosta saa pisteitä. En itsekään ymmärrä, minkä vuoksi he kuvakaappausta siitä haluavat, mutta sanoivat että se on sääntö, ja ilman kuvakaappausta asia ei etene.

Olen jo 3 kertaa livechatissa keskustellut asiasta, ja joka kerta se päättyi siihen, että ei voi auttaa ilman kuvakaappausta. Mainitsin myös livechatissa siitä, että kyllä sivuston omistajalla täytyy olla pääsy näihin tietoihin, mutta ei käy, kun tarvitaan kuvakaappaus.

Tiedot turnauksen palkintotaulukosta oli sivustolla näkyvillä noin vuorokauden turnauksen päättymisen jälkeen, mutta nyt sitä ei enää ole siellä.

I think it's a pretty stupid rule that you should take a screenshot. I don't see the reason for it and the standings should be normally visible to the players from every tournament. So does that mean that everyone who didn't take a screenshot won't win anything even if he was in the winning position? When you were talking about the rules, was it mentioned somewhere that you have to give it to the casino after the end of the tournament? 

I would probably complain but since we don't deal with sports betting I'll try to give you some links that might be helpful. 

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

Will you try it there? 

No, the rules don't mention anything about screenshots. A couple of days ago, live chat said they were aware of this issue and needed a little more time to figure it out.

I guess I should probably wait a few days, but if nothing happens, I'll try filing a complaint on the pages you linked to.

Ei, säännöissä ei mainita mitään kuvakaappauksista. Pari päivää sitten livechatista sanottiin, että he olisivat tietoisia tästä ongelmasta, ja tarvitsevat vähän lisää aikaa asian selvittämiseksi.

Kai muutaman päivän pitäisi varmaan odottaa, mutta jos ei mitään tapahdu, kokeilen laittaa valitusta noille sivuille, jotka linkitit.

Yeah, that's the most sensible thing to do. When they let you know, feel free to write what they said, I'm quite interested. 

Fingers crossed.🤞

Hello everyone,

I have a problem with Genieplay not closing my account, even though they advertise on their website that the account will be closed within 24 hours.

The VIP manager keeps putting me off (he occasionally credits me with cashback). He then replies very slowly. He asks me to send an email to support.

I have done this several times over several months, and the store will not close my account!

Live chat tells me that they're currently receiving a lot of requests to close accounts and asks for patience! LoL.

Do you have any idea what I can do?

Sure, I'll keep my hands off that store now, after all, it's my own fault.

Hallo zusammen,

ich habe ein Problem damit dass Genieplay mein Konto nicht schließt, obwohl Sie auf ihrer Webseite damit werben, dass innerhalb von 24 Stunden das Konto geschlossen wird.

Immer wieder werde ich vom VIP Manager hingehalten (schreibt mir hin und wieder dann ein Cashback gut) Antwortet dann Sehr verzögert. Bittet mich eine Email an den Support zu senden.

Dies habe ich schon mehrmals über mehrere Monate getan, der Laden schließt mein Konto nicht!

Der LiveChat verweist mich darauf, dass zurzeit viele Anfragen bzgl. Kontoschließung eingehen und bitten um Geduld! LoL.

Habt ihr eine Idee was ich tun kann?

Klar, ich werde jetzt die Finger von dem Laden lassen, ich bin ja auch einerseits selbst dran schuld.

I am sorry that it is this difficult to close the account, but may I ask what reason you gave them for it?

I am asking because if it is due to gambling issues, the casino has to close the account immediately. No excuses.

Otherwise it is only logical that they want to keep every player so they don't lose them, you know.