I signed up for the casino Spin Genie, My account shows that everything is verified in terms of documents ( although i never sent in any) this is where my problem lies.

I originally deposited 40$ its still sitting in my real money balance.

So i went to go play this money i deposited and im hit with a error about location issue that they cant determine mylocation and to close out any programs that could affect this. I tried many things to fix the issue, Ive spoken to the chat about it months ago, but nothing was of any help only was told to " verify my documents" and i can upload them in the cashier area

When I go to upload theres a red circle marking beside verifiy documents meaning I need to upload some, thats fine, i click that and it then says that all documents are verified that i need and no further documents are needed. WTF?

I have asked for help on this issue they sent me some link that lead me right to the same place and then the bot or agent whichever stopped interacting with me,i then emailed asking for my money to be sent back to me since I couldnt get anywhere on their site and i wasnt able to play but they just wouldnt rectify the situation and instead just kept telling me to upload documents. I WOULD BUT WHERE!! it doesnt give me any option/ area to upload only tells me i have uploaded all i needed to.

Its been months now and I would like my original deposit back or to play finally Im tired of them keeping my money but not hellping to fix a dumb issue,

a side note * they only accept documents that are uploaded through the players account, which I dont have a spot to upload. Im told im good and verified for now, but the page before that message shows i need to upload.

I need help because the casino has shown its self as uselesss and I really dont wanna just give up and allow them to keep my money!

Dear mweez28,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the Spin Genie casino.

In order to assist you effectively, we need to gather some additional information regarding your situation. Could you please clarify the following:

• Was this your first ever deposit into the casino?
• What error messages have you encountered when trying to play with your funds?
• Have you received any response from customer support regarding your request for a refund?
• What specific documents were you told to upload?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Nick

Hi Mariah,

Thank you for reaching out to us. I’m very sorry to hear about the difficulties you’ve been experiencing, and I appreciate the opportunity to assist you.

We’ve contacted our Payments Team regarding your account, and I can confirm that no documents are required at this time. Additionally, any document-related restrictions have been lifted. You should now be able to log in and continue playing, or if you prefer, you can request a withdrawal of your deposited funds.

Regarding your location, as we are a fully iGO-regulated site, it’s a requirement that all players are physically located within Ontario to access their accounts fully.

To verify your location, we use Xpoint Verify, which is automatically installed in our app. If you are accessing our site through a web browser, you will need to download and enable Xpoint Verify to complete the location verification process.

If you are still encountering issues, please try the following steps:

1) Ensure that no remote access software or VPN is active on your device.

2) Clear your browser’s history, cache, and cookies.

3) Try accessing the site from a different browser (such as Chrome) or device.

4) Close any demanding applications and ensure a stable internet connection.

Should the problem persist, we are more than happy to assist you further. Please provide us with more details about the issue you are encountering, including any error messages you see, and if possible, a screenshot. This will allow our Technical Team to investigate and resolve the issue more quickly.

Thank you again for your patience and understanding. We are here to support you, and we look forward to resolving this for you as soon as possible.

Hi! sorry I took a few days to reply.

I do notice that the document problem was actually lifted as they stated above, which was nice to see and very much appreciated. That cleared a good amount of my issues, I do however have the same existing issue with the error message coming up when I go to a game which makes it so I cannot play. I will insert a screenshot of this error below.

For Nick ~ This was the first deposit I ever made to this site, I tried what seemed like forever to fix it myself alongside the chat which in reality I was just by myself becuase I had no answers or help within the times I contacted them to help me with this, and I had even emailed the casino to help me out with it, and all they were concerned with was my email address before I gave up; I contacted chat a few times but after I was replied to a couple times I would then be ghosted, where the bot just wouldn't connect me to anyone, or even respond.

I downloaded Xpoint Verify- but as I stated above, I am still having this same issue where I can't even open a game to play. So, at the moment I am trying to withdraw, but I'm in the midst of a verifying identity for my funds to go to my account.

I would like to play on this site, I originally came to the site because of what it offered, and I was super enticed by it but then let down since. Especially by how the first support agent went about " helping me".

The xpoint verify didn't work so far,

I did clear the history, cookies, caches, I tried it on my chrome browser, my internet connection is perfect atm, and I don't mess around with any VPNs or anything of that nature.

So im still not able to get on and play and its not allowing me to withdraw after verifying my bank identity.

Hi Mariah,

I'm really sorry to hear that you're still experiencing these issues. I've forwarded all the details you've provided to our technical team, and they'll be reviewing the matter as a priority. We’ll be in touch with an update as soon as we have more information.

In the meantime, could you please let us know what specific error message you’re receiving when attempting to withdraw your funds? If possible, a screenshot would be very helpful.

If you prefer, we can also go ahead and request a refund of your deposit while we work on resolving the issue. We completely understand that you'd like to play, but we don’t want to hold on to your funds any longer than necessary. Once the issue is resolved, you’re of course welcome to make another deposit if you wish to continue playing.

Please let us know how you'd like to proceed.

Hello,

Yes, I would actually like for you to request a refund for me if that's something you can do, that would absolutely fix my entire issue at this time, and once things are fixed, I will gladly come back to play.

Thanks for your response and quickness in help!

Mariah.

Hi Mariah,

I've contacted our payments team and requested a refund of your deposit. Once the refund has been processed, you'll receive a confirmation email to let you know it’s on its way.

Our technical team is still actively investigating the issue you've been experiencing. We’ll be sure to update you as soon as we have more information, and we sincerely hope you’ll be able to join us again in the future.

Thank you again for your patience and understanding—it’s truly appreciated.

How soon do I expect the refund? ...

Is it difficult to just send it back as easily as it went in?

It's been extremely frustrating to have money tied up this long and go through so many things to supposedly have it working, then it not.

It's really annoying that not only I've tried to get it fixed for months and patiently waited many times longer than what I should have had to,

and then to still get offered a refund, and yet, now I'm stuck waiting even more with no knowledge of when or if that will happen.

This casino pays out daily to customers.

I put 40$ of my own in- it wasn't bonus money it wasn't anything the casino gave to me; you'd think that it would be possible to just send your customers money right back to them seeing as the issue has been all on the casinos end.

It's truly unfair that customers of yours have this kind of run around when all they were trying to do is support your casino and have some fun.

As much as I do appreciate being told that I could get a refund and that is what I do want, I'm not happy with the fact of not knowing IF I can even get it, and that I have to wait even longer for someone to most likely just take a minute of their time to transfer it back to me.

Unreal.

Hi Mariah,

About an hour after our reply yesterday and the request to our payments team, an email was sent to your registered email address requesting your bank details so we can process your refund.

As soon as we receive this information, we'll pass it along to our payments team, and the refund will be processed immediately.

Please check your inbox (and spam/junk folder just in case) to review the email and provide the requested details at your earliest convenience.

Thanks again for your understanding.

Dear mweez28,

Be sure to contact the casino with your details as soon as possible to ensure the fast refund.

Hopefully, they will be able to look into the issue with the unavailability of games as well so you can start enjoying the casino.

Let us know in case of any updates.

Regards,

Nick

Ah, this is why I didn't receive your bank info request....

I have told the support team at this casino about my email address troubles I had with the email I had signed up with which was ----> (mariahw****@outlook.com)

I can't for the life of me get back into that email-I've tried everything.

I have an email that I do use every day----> (m-w***@hotmail.com)

I have contacted Microsoft about this email issue, I have tried to reset passwords, nothing has worked thus far.

I hope this isn't going to be much of an issue.

I lost access to the email not long after I signed up for this casino, and since these issues come up with my account at the casino, I've tried so much to get it back.

I do apologize that I hadn't mentioned that above, I thought I had, but looking back on our messages, I see that the message I sent 5 days ago I mentioned how the support team wasn't helpful only concerned about my email issue (and by that I meant they weren't listening to anything I was talking about just kept sending the same exact message about how I can't get help unless it's with the email I signed up with- though I explained the whole issue I was having with the email and the main issue ) But I did mean to explain on that message above where I began to mention it about the email issue.

But long story short, my only email to contact me is ----> m-***@hotmail.com <----

hopefully the payments team can resend the banking request to this e-mail, and I can get it back to you right away.

Thanks for messaging back so quickly- I appreciate it very much.

Hi Mariah,

I've just sent an email to the address you mentioned above with instructions on how to update the registered email on your account. For security reasons, we’ll need to complete this step first to confirm your identity before making any changes.

To verify your identity, please send a photo of yourself holding your ID next to your face. This is a standard procedure to ensure account security.

Once the email address is updated, I’ll send a separate request to your newly registered email with the details needed to process your refund. However, if you prefer to send everything at once, feel free to include the following bank details in your reply email, we require all the below details (please do not send these via this platform):

Bank Name:

Beneficiary's Name:

Bank Account Number:

Transit Number/Institution Number:

Bank Code:

SWIFT Code:

We also require proof of ownership of the bank account, which you should be able to download directly from your bank.

Please ensure all of this information is sent from the email address that will be registered to your account.

Thank you for your cooperation and understanding.

May I ask what you mean by Bank code and Swift code?

Hi There,

A SWIFT code, or SWIFT/BIC code, comprises 8-11 alphanumeric characters that uniquely identify banks and financial institutions worldwide.

A Canadian bank code is a unique number that identifies Canadian banks for the purposes of payments. A Canadian bank code should consist of either an eight (8) digit code, a three (3) digit institutional code plus a five (5) digit transit or branch code (i.e. 000-00000 or 00000-000).

I hope this information helps.

Im sorry Im still very confused on all this info that you need ?

Hi Mariah,

I understand this may be a bit confusing, so I’d like to clarify the steps needed to move forward.

We’ve sent an email to the address you provided but haven’t received a response yet. To begin, we first need to update the email address on your account. For security reasons, we must verify your identity before we can make any changes. To do this, please email us a photo of yourself holding your ID next to your face—this helps us confirm that you're the account holder.

Once we’ve updated your email address, we’ll be able to process your refund. To do that, we need two things:

Proof of bank account ownership – usually available as a downloadable document from your online banking.

The following bank details (typed in the email, not sent through this platform):

Bank Name

Beneficiary’s Name

Bank Account Number

Transit Number / Institution Number

Bank Code

SWIFT Code

If you’re unsure about any of these details, your bank will be able to help you obtain them.

Please make sure to send all this information via email from the address registered on your account once it’s updated.

Let us know if you need any help along the way, we’re here to support you.

I have sent over the selfie and all my banking info to the email provided, how long should I be expecting this refund exactly?

HI again, SO i had recieved an email that I was verified.... and everything on my account was all good to go..

WELLL

ITS NOT.

I went on the site, and my account, clicked a game to see if its still doing as it did before.

of course, it sure is,

why is this so hard to fix?

this is what the error says whenever I try to click a game of any kind

, happened EVERYTIME. never has a came ever loaded up on this site for me.

i downloaded the location verify thing, its frustrating to say the least especially when I just recieved the email saying all is good and verified

Dear SpinGenie,

Can you please confirm whether the player is really fully verified and additionally, what might have causing the issue with him accessing the website correctly?

Awaiting your response.

Regards,

Nick

Hi Mariah,

I’ve checked your account and can confirm that while we’ve received your bank details, we’ve not yet received the proof of bank account ownership, which is required in order to process your refund. As mentioned previously, you should be able to download this document directly from your bank.

Regarding the location issue, this has already been passed to our technical team for investigation. That investigation is still ongoing, and we’ll be sure to update you as soon as we have more information.

In the meantime, please send the proof of account ownership at your earliest convenience so we can move forward with your refund as quickly as possible.

Thanks for understanding.

Hi Mariah,

I’ve reviewed your account this morning and can see that since we sent you the technical steps yesterday morning regarding the location issue, you’ve been able to successfully log in and play several games. That’s great to see, and it suggests the issue may now be resolved.

Could you please confirm whether the location issue has been fully resolved on your end? We want to ensure everything is working smoothly for you going forward.

As the majority of the deposited funds have now been used through gameplay, the pending refund request will be cancelled, as we’re unable to process refunds for funds that have already been played. We appreciate your understanding on this matter.

Also, I saw you had 80 free spins which had expired when you were unable to play, so I have now re-added these to your account for you on the slot game Mystery Genie Fortunes of the Lamp Slot Machine, and I also added an extra 20 as a goodwill gesture. If you head over to your rewards or open this game, the spins should be there waiting for you.

Thank you again for your patience while we worked to resolve the issue. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out.

Hi yes; finally the location issue is gone.

Also, I will be sending in my bank ownership paper tomorrow so that future withdraws can be made.

Just so I am clear and understand completely :

Once The document that shows I own my bank account is received, my withdraws will be able to happen immediately without having to go through any more back and forth with the casino?

Thanks for the help. I appreciate it.

Hi Mariah,

As far as I'm aware, once the requested document is received and you initiate a withdrawal via wire transfer, there should be no issues with the transaction being processed successfully.

For security reasons, please upload the document directly to your account. This will allow our payments team to verify it promptly. If any additional information is required in the future, you’ll be notified when you log in.

It’s great to see that the previous issue has been resolved, and we hope you continue to enjoy your time with us!

Wishing you a great day ahead.

Dear mweez28,

I'm glad to hear that the website is now working correctly.

Do you wish to keep the complaint open until your account gets fully verified?

Awaiting your response.

Regards,

Nick

Dear mweez28,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.