Reply from SpinGenie

Jun 19, 2026

Hey Marcin,

Thank you very much for your kind feedback and for taking the time to leave us a review.

We are delighted to hear that you had a great experience, enjoyed our service, and had a good time with us. Your support and positive comments are greatly appreciated and will be shared with the team.

Thank you once again for the 5-star feedback – it truly means a lot to us.

The Spin Genie Team

Reply from SpinGenie

Jun 18, 2026

Hey Joanne,

Thank you for your review.

We have checked your account and can see that the deposited funds were successfully credited. We can also confirm that gameplay activity took place on the account and that part of the balance was subsequently withdrawn.

Based on the account activity, the funds were available and used successfully.

If there is a specific issue or transaction you would like us to review further, please let us know and we will be happy to assist.

The Spin Genie Team

Reply from SpinGenie

Jun 18, 2026

Hi there,

Thank you for your review.

We are sorry to hear about your frustration regarding your withdrawal.

Please note that when a withdrawal is placed, any pending transactions must be fully completed before additional withdrawals can be processed. If a previous withdrawal remains pending, it can temporarily prevent new withdrawal requests from being approved until the earlier transaction is finalised.

In this case, we can also confirm that our team has already informed you that the matter is under review and that an update will be provided via email once the investigation is complete. This means the case is actively being looked into, and we kindly ask for your patience while this is being resolved.

We understand your concerns and appreciate your understanding while we work to complete the process as quickly as possible.

The Spin Genie Team

Reply from SpinGenie

Jun 18, 2026

Hi there,

Thank you for your review.

We are sorry to hear that you are experiencing issues with games crashing during play.

Please be assured that we do not want or intend for any games to crash. To help resolve this issue, we kindly recommend the following troubleshooting steps:

-Ensure you are using the latest version of our app
-Switch from mobile data to a stable Wi-Fi connection
-Clear your browser/app cache and cookies
-Restart your device
-Try accessing the game on an alternative device if possible

These steps often help resolve performance and loading issues.

If the issue continues after trying the above, please let us know and we will investigate further for you.

The Spin Genie Team

Reply from SpinGenie

Jun 17, 2026

Hey Stacey,

Thank you for your feedback.

We’re sorry to see your rating and would appreciate if you could share a bit more detail about your experience so we can better understand what went wrong. Constructive feedback helps us identify areas where improvements may be needed and improve our service.

We value all comments and would be happy to look into any specific concerns you may have.

The Spin Genie Team

Reply from SpinGenie

Jun 17, 2026

Hey Azriel,

Thank you for your feedback.

We would like to clarify that withdrawal options are automatically displayed based on the payment methods most frequently used on your account. For example, if a customer initially uses Interac e-Transfer but later deposits more often using a card, the system may prioritise card withdrawals accordingly.

This process is system-driven and based on payment activity history, and it does not involve any manual changes or interference with funds. All withdrawals are processed in line with our payment policies and regulatory requirements.

We appreciate you sharing your concerns and remain available should you require further clarification.

The Spin Genie Team

Reply from SpinGenie

Jun 17, 2026

Hey Suzanne,

Thank you for your feedback.

We're sorry to hear that you experienced difficulties accessing your account.

Having reviewed the account, we can see that you were subsequently able to log in successfully. We can also see that following this, you enjoyed a significant win on your account, which suggests that the login issue was resolved.

Congratulations on your winnings, and we hope you continue to enjoy your experience. Should you encounter any login issues in the future, our support team will be happy to assist.

The Spin Genie Team

Reply from SpinGenie

Jun 11, 2026

Hey Emma,

Thank you for your feedback.

We are sorry to hear that you are disappointed with the promotions available to you.

We can see that the welcome bonus is available to customers who make a qualifying deposit. Our records indicate that no qualifying deposit was made on your account, which is why the welcome offer was not applied.

We can also confirm that a promotional bonus was credited to your account and that it was successfully used.

We regularly review and update our promotional offers, so we encourage you to keep an eye on your account and email communications for future opportunities.

The Spin Genie Team

Reply from SpinGenie

Jun 17, 2026

Hey James,

Thank you for your feedback.

We're sorry to hear that your experience did not meet your expectations.

Having reviewed your account, we can see that your verification documents were approved within a reasonable timeframe. Regarding the game performance issues you mentioned, we would recommend ensuring that you are playing on a stable Wi-Fi connection, as connection issues or mobile data fluctuations can sometimes affect gameplay performance.

As for game returns, all game outcomes are determined by a Random Number Generator (RNG), meaning results are based on chance and can vary from session to session.

We appreciate you taking the time to share your experience with us.

The Spin Genie Team

Reply from SpinGenie

Jun 10, 2026

Hey Warren,

Thank you for your feedback.

We're sorry to hear that you feel this way and that you were disappointed with your experience.

Unfortunately, we are unable to review account-specific information through this review platform, so we cannot verify the details of the promotion or any restrictions that may have been applied to your account based on the information provided.

To allow us to investigate this matter thoroughly, please provide your username or registered email address, or contact us directly via live chat or email (contact@spingenie.com). If you remain dissatisfied with the information you have received, you may also request that your case be reviewed by a manager.

We would welcome the opportunity to look into your concerns and provide further clarification.

The Spin Genie Team

Reply from SpinGenie

Jun 10, 2026

Hi Shelton,

Thank you for your feedback.

We're pleased to hear that you enjoy the games available on the site. We're sorry to hear that you're concerned about the status of your withdrawal and the response time from support.

If your withdrawal request has been successfully submitted, there is generally no need for concern. Withdrawals may require processing and review time, and not all withdrawals can be completed instantly. If any additional information or action is required from you, the relevant team will contact you directly.

We appreciate your feedback regarding withdrawal methods and processing times, and we will ensure your comments are passed on to the appropriate team for consideration.

Thank you for your patience and understanding.

The Spin Genie Team

Reply from SpinGenie

Jun 10, 2026

Hey there,

Thank you for your feedback.

We're sorry to hear about your concerns regarding the missing bets. We understand how frustrating this situation can be.

Unfortunately, we are unable to investigate account-specific issues through this review platform. To review the rounds in question and check the status of any ongoing investigation with the game provider, we will need your username or registered email address. Alternatively, please contact us via live chat or email so that our support team can access your account and assist you further.

Once we have your account details, we will be able to investigate the matter and provide you with an update.

The Spin Genie Team

Reply from SpinGenie

Jun 9, 2026

Hey Daniel,

Thank you for taking the time to share your feedback.

We are delighted to hear that you are happy with the service you received. Your kind words are greatly appreciated and will be shared with the team. ⚡

Thank you for your support, and we look forward to providing you with an excellent experience in the future.

The Spin Genie Team

Reply from SpinGenie

Jun 9, 2026

Hi Christine,

Thank you for your review.

We understand your concerns; however, we can confirm that the funds were not taken from your account. The amount you are referring to was used for gameplay on your account, and as with all gambling activities, funds placed on wagers are at risk and can be lost depending on the outcome of the games played.

Regarding the £55 balance you mentioned, our records indicate that these funds were also subsequently played on the account and are no longer available.

The restrictions applied to your account were implemented for responsible gambling reasons and were part of our duty to ensure customer safety and compliance with our policies.

We appreciate your understanding.

The Spin Genie Team

Reply from SpinGenie

Jun 8, 2026

Hey Keeley,

Thank you for your feedback.

We're sorry to hear that you've experienced some difficulties so far. Could you please provide a little more detail about the issues you encountered with the bonuses? For example, were you having trouble claiming them, activating them, or understanding how they work?

Our contact details are live chat or email (contact@spingenie.com).

We would be happy to look into this further and assist you. We hope your experience improves as you continue using the site and look forward to hearing more from you.

The Spin Genie Team

Reply from SpinGenie

Jun 8, 2026

Hi Gemma,

Thank you for your feedback.

We're sorry to hear that you experienced issues with the app. To ensure the best possible performance, please make sure that you are using the latest version of the app and that your device's operating system is fully up to date. We also recommend using a stable internet connection, as mobile data connections can sometimes affect app performance and responsiveness.

Regarding rewards, these are credited when they are successfully claimed through the Daily Picks feature and all applicable requirements have been met. If you believe a reward has not been credited correctly, please contact our support team with further details so we can investigate. Our contact details are live chat or email (contact@spingenie.com). We are always happy to help!

We appreciate your feedback and will continue working to improve the overall experience for our customers.

The Spin Genie Team

Reply from SpinGenie

Jun 5, 2026

Hey Oliver,

Thank you very much for your wonderful review.

We are delighted to hear that you are enjoying our games and that you have had a positive experience with our customer service and withdrawal process. Your kind words and recommendation are greatly appreciated.

Thank you for taking the time to share your feedback. We look forward to continuing to provide you with an enjoyable gaming experience.

The Spin Genie Team

Reply from SpinGenie

Jun 5, 2026

Hey Karen,

Thank you for taking the time to share your feedback.

We are sorry to hear that you were disappointed with your gaming experience.

Please note that all games on our platform operate using RNG (Random Number Generation) technology. This ensures that every game outcome is random, independent, and fair. While each game has its own theoretical RTP (Return to Player), actual results can vary significantly in the short term, and wins or losses are ultimately determined by chance and luck.

We appreciate your comments and will ensure that your feedback is noted.

The Spin Genie Team

Reply from SpinGenie

Jun 5, 2026

Hey Katie,

Thank you for your review.

We are sorry to hear that you have experienced difficulties with the verification process and withdrawing your funds.

To complete the verification process, it is necessary to successfully pass the liveness check as part of our account verification requirements. Unfortunately, it appears that we have been unable to complete the verification of your account at this stage.

We are in the process of refunding your deposit back and we will keep you updated once we have further news.

We apologize for any inconvenience caused and appreciate your patience while this is being reviewed.

The Spin Genie Team

Reply from SpinGenie

Updated Jun 3, 2026

Hey Conor,

Thank you for taking the time to share your feedback. We’re sorry to hear that your recent experience was disappointing.

We completely understand how frustrating it can be when bonuses don’t trigger, especially after a longer session. Please note that all of our games operate using certified Random Number Generator (RNG) systems, meaning that each spin is entirely independent and based purely on chance.

As a result, features such as bonuses or wins cannot be guaranteed within any specific number of spins or amount spent.

The Spin Genie Team