GeniePlay Casino - プレイヤーの出金リクエストが遅れています。

I have been waiting for over a week for my payout. My withdrawal requests have been deleted. All requested documents have been submitted. In the chat, I am repeatedly referred to the support email. Only there could I get help. However, there is no response or reaction there.

I am requesting a statement from the casino.

Ich warte nun seit über einer Woche auf meine Auszahlung. Meine Auszahlungsanträge wurden gelöscht. Alle angeforderten Dokumente wurden eingereicht. Im Chat werde ich immer wieder an die Support Email weitergeleitet. Nur hier könnte man mir helfen. Dort aber keinerlei Antwort oder Reaktion.

Ich bitte um einen Stellungnahme des Casinos.

Dear Mrlois147,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you are facing. I’d like to ask you a few questions to better understand your situation.

• Could you please confirm if you currently have any pending withdrawal requests in your account?
• Why were your previous withdrawal requests declined by the casino? Did the casino provide you with an explanation?
• Could you specify which documents you submitted for verification? Have they been reviewed and approved by the relevant department?
• When was the last time you communicated with customer support regarding the problem with your withdrawals?

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

Best regards

Veronika