Reply from SpinGenie

Aug 24, 2026

Hey James,

Thank you very much for your fantastic 5-star review!

We are delighted to hear that you are enjoying the wide selection of games, features, and wins. It is also great to know that you find our site reliable and enjoyable to use.

We truly appreciate your kind words and your support. We hope you continue to have a great experience with us!

The Spin Genie Team

Reply from SpinGenie

Updated Aug 21, 2026

Hi Faye,

We’re sorry to hear that you had a disappointing experience.

We genuinely value customer feedback, including negative feedback, as it helps us understand where improvements may be needed. We would love to hear about your experience; therefore, please provide more specific details so that we can investigate or use to identify what went wrong.

If you’re able to provide more information about what happened, such as an issue with a game, payment, withdrawal, bonus, or customer service interaction, we’ll be happy to look into it and use your feedback constructively.

Feel free to contact us via live chat or email (contact@Spingenie.com). We also have Facebook, Instagram or X channels.

Thank you for taking the time to leave a review.

The Spin Genie Team

Reply from SpinGenie

Aug 20, 2026

Hi Heather,

We’re sorry to hear that you’ve been disappointed with the results of the free spins promotion, especially after participating across multiple days.

Please be assured that promotional rewards and game outcomes are not manually manipulated. Where a promotion is based on chance, the outcome is determined randomly, and there is no guarantee that every player will receive a free spin during each participation.

We understand that receiving no free spins over several days can certainly feel frustrating, particularly when you have been actively participating. However, this can occur due to the element of luck and the random nature of the promotion. Previous results do not increase or decrease the likelihood of receiving a reward on a future attempt.

We appreciate you taking the time to share your concerns and are sorry that the promotion has not provided the experience you were hoping for.

The Spin Genie Team

Reply from SpinGenie

Aug 20, 2026

Hey Ada,

We’re sorry for any confusion regarding how the bonus balance and wagering requirements work.

Please note that when playing with your real balance, your real balance is used first. Once your real balance has been exhausted, any applicable bonus balance will then be used.

Any winnings generated from bonus funds are subject to the wagering requirements attached to that bonus. This means that the bonus balance must be wagered according to the applicable terms before those funds become available for withdrawal.

If you successfully complete the wagering requirements, any remaining eligible balance can then be withdrawn. Please also note that, in order to make a withdrawal, your bonus balance must be £0, meaning there can be no active bonus funds remaining on the account.

We understand that bonus terms can sometimes be confusing, and we hope this clarifies how the balance and wagering requirements applied to your gameplay.

The Spin Genie Team

Reply from SpinGenie

Aug 20, 2026

Hey James,

We’re sorry to hear that you’ve been disappointed with your recent game results, particularly the number of spins without bonuses and the payouts you experienced.

Please be assured that our casino games use certified Random Number Generators (RNGs), which determine each game outcome independently and randomly. Bonus features, winning combinations, and payouts are not manually controlled or adjusted based on your previous results, deposits, or gameplay.

Casino games are also based on luck, so results can naturally vary from one session to another. It is possible to experience periods with fewer bonus features or lower-value wins, just as it is possible to experience more favourable results.

We understand that this can be frustrating, and we appreciate you taking the time to share your feedback. We’re sorry that your recent experience did not meet your expectations.

The Spin Genie Team

Reply from SpinGenie

Aug 20, 2026

Hey John,

We’re sorry to hear that you feel your wins and bonus results have changed since you first joined us.

Please be assured that our casino games use certified Random Number Generators (RNGs), meaning each game round is determined independently and randomly. Previous wins, losses, deposits, or your account history do not influence the outcome of future spins.

The results of casino games are also based on luck and can naturally vary from session to session. While you may experience periods of frequent wins, you may also have longer periods with fewer or smaller wins. There is no guarantee that subsequent wins will match the level of wins experienced when you first signed up.

We understand that this can be disappointing, but the outcome of each game is not manually adjusted based on individual players or their previous results.

The Spin Genie Team

Reply from SpinGenie

Aug 19, 2026

Hi David,

We’re sorry to hear that you did not have a positive experience with our site, and we appreciate you taking the time to share your feedback.

We understand that gambling results can be disappointing, particularly when the outcomes do not go in your favour. However, game results are determined by Random Number Generator (RNG) technology and are based on chance. Each game round is independent, and there is no guarantee of a particular result or payout.

Our games are provided by established game providers and operate according to the applicable game rules and regulatory requirements. The outcomes are not manually adjusted based on individual players or their results.

We respect your feedback and are sorry that your experience did not meet your expectations.

The Spin Genie Team

Reply from SpinGenie

Aug 18, 2026

Hi there,

We’re sorry to hear that you did not have a positive experience with our site and understand how disappointing it can be when your gaming results do not meet your expectations.

We would like to clarify that game outcomes are determined by Random Number Generator (RNG) technology, meaning every spin and result is independent and based on chance. There is no guaranteed outcome, and results can vary significantly from one session or player to another.

We also work with well-known and established game providers such as Evolution, Pragmatic, or PlayTech, whose games are subject to the appropriate testing, auditing, and regulatory requirements. While we understand that losing can be frustrating, the results of individual games are not manually controlled or altered by us.

We appreciate your feedback and are sorry that your experience has led you to this decision. We wish you all the best for the future.

The Spin Genie Team

Reply from SpinGenie

Aug 18, 2026

Hey Paul,

We are very sorry for the frustration and concern caused by this situation. We completely understand why you would be concerned about your deposit.

Please be assured that we have not taken your funds with the intention of withholding them. Our verification requirements, including the need to provide valid identification, are clearly outlined in our policies and may be required as part of the account verification process.

We have already contacted our Payments Department and requested that your £10 deposit be refunded. The Payments Department will review and process this accordingly.

We apologize again for the inconvenience and appreciate your patience while the refund is being handled.

The Spin Genie Team

Reply from SpinGenie

Aug 18, 2026

Hey Dennise,

Thank you so much for your fantastic 5-star review! We’re delighted to hear that you’re enjoying the site and that you’ve had a positive experience with our withdrawal process.

We truly appreciate your support and are glad to have you as part of our community. We hope you continue to enjoy your time with us! 🙏

The Spin Genie Team

Reply from SpinGenie

Aug 18, 2026

Hey Rebecca,

Thank you so much for your lovely feedback and for the 4-star rating! We’re delighted to hear that you’re enjoying our games and promotions.

We really appreciate your support. We’d love to know what we could do to make your experience even better and turn that 4-star rating into a 5-star one! 😊

The Spin Genie Team

Reply from SpinGenie

Aug 18, 2026

Hey Sasha,

Thank you for reaching out, and we’re pleased to hear that you’re happy with your winnings.

To cancel your active bonus and proceed with your withdrawal, please ensure that all active game sessions are fully closed. If a game is still running in the background, the system may prevent the bonus from being cancelled and may continue to display a loading screen. In some cases, you may also receive a notification advising you to close an active game session.

To correctly close a game, please open the game and use the “X” displayed within the game screen to exit the session. Please do not simply close the app while the game is still running, as this can leave the session active in the background.

Once all game sessions have been properly closed, you should be able to cancel the active bonus and continue with your withdrawal.

If you require further assistance, or you believe something is not working for you, don't hesitate to reach out to our customer support who will be able to guide you. Our contact details are live chat, email (contact@spingenie.com). You can also find us on Facebook, Instagram or X.

We hope this helps resolve the issue, and we apologize for any inconvenience caused.

The Spin Genie Team

Reply from SpinGenie

Aug 18, 2026

Hey Katie,

We are very sorry for the inconvenience caused and understand your concern regarding the payment made to your account.

Please note that we clearly outline our verification and identification requirements within our policies, and the necessary documentation may be required in order to use our services.

That said, we understand that you are unable to provide the required identification. We have therefore escalated your case to our Payments Department so they can review the transaction and process a refund where applicable.

We apologize again for the inconvenience and appreciate your patience while this is being reviewed.

The Spin Genie Team

Reply from SpinGenie

Aug 18, 2026

Hey John,

Thank you for taking the time to share your feedback with us. We’re sorry to hear that your experience with the games and bonus features did not meet your expectations.

Please note that game outcomes, including the frequency of bonus features and the payouts received when a bonus feature occurs, are determined by the game’s Random Number Generator (RNG). Each spin is independent, and results are based entirely on chance, meaning that bonus features and winning amounts can vary considerably from one session to another.

We respect your decision to close your account and appreciate you sharing your experience with us. We wish you all the best for the future.

The Spin Genie Team

Reply from SpinGenie

Aug 14, 2026

Hey Chris,

Thank you very much for your 5-star review! We’re delighted to hear that you’re enjoying our deals and games, and especially that you’ve had a great customer experience with us.

We truly appreciate your kind feedback and hope to continue providing you with an excellent experience.

The Spin Genie Team

Reply from SpinGenie

Aug 13, 2026

Hey Jakub,

Thank you so much for your fantastic 5-star review! We’re delighted to hear that you’re enjoying the variety of games and having a great time with us.

We truly appreciate your support and hope you continue to enjoy plenty of fun and relaxing gaming experiences.

The Spin Genie Team

Reply from SpinGenie

Aug 13, 2026

Hey Alison,

We’re sorry to hear about the difficulty you experienced with the verification process. We would like to clarify why your document could not be accepted.

For verification, we require a valid government-issued driving licence or passport. We can see that the passport you submitted expired on 1 August 2026, meaning it was no longer valid when submitted and therefore could not be accepted for verification.

Please provide a valid driving licence or a valid, unexpired passport so that our Verification Team can review your documents and assist you further.

We understand that this can be frustrating, but valid identification is required as part of our verification procedures.

The Spin Genie Team

Reply from SpinGenie

Aug 11, 2026

Hey Angela,

Thank you so much for your 5-star review! We’re really pleased to hear that you’re enjoying our site and had a good experience with us.

We truly appreciate you taking the time to share your positive feedback. We hope you continue to enjoy your time with us!

The Spin Genie Team

Reply from SpinGenie

Aug 10, 2026

Hey Paul,

Thank you for your feedback. We’ve checked your account and can confirm that you have since been able to successfully complete your withdrawal.

We’re pleased to see that your withdrawal was processed successfully. If you experience any further issues with withdrawing your funds or have any questions regarding your account, please don’t hesitate to contact our Customer Support team, and we’ll be happy to assist.

The Spin Genie Team

Reply from SpinGenie

Aug 7, 2026

Hi Lee,

Thanks for the great review! We’re so glad to hear that you’re happy with us, and we’ll continue to deliver the best service possible!

The SpinGenie Team