average
53
rating
YELLmeter
1
Are they polite? 5/10
2
Do they give bonus in chat? 5/10
3
Are they fast? 4/10
4
Are they good at their job? 6/10
5
Is their English adequate? 8/10
6
Does the chat start quickly? 4/10

SpinGenie Review Visit site

SpinGenie just barely gets the job done when it comes to customer service. The provide very formal replies. The are unwilling to just chat with customers. They do eventually give you the right information but you have to wait a long time to get it. We can't really say their customer service is bad but it certainly isn't anything to be excited about. We can think of many casinos online that have great customer service. Spin Genie is not one of them. We can't be sure if there are technical problems causing the information to be transmitted slowly or if the customer service staff is having to deal with multiple people at the same time. What we can say is that whatever the problem is it needs to be addressed pronto. We were impressed that we got the right information eventually. But contacting a casino with a problem should not take 30 or more minutes of your time.

Questions and Answers

1

Are they polite?

We can say that they are very formal. But formal doesn’t really equate to polite. They could be much friendlier than they are.

2

Do they give bonuses in chat?

We tried everything we could think of to get a bonus from Spin Genie. They were not having anything to do with it.

3

Are they fast?

We would be hard-pressed to say they were fast. It frequently took between three and four minutes for them to respond to a question.

4

Are they good at their job?

They are good at their job in the sense that they give you the right answers. They are bad in how slow they are to get you your answers.

5

Is their English adequate?

Their English is fine. Clearly Spin Genie has hired native English speakers. They are a bit formal, however.

6

Does the chat start quickly?

Hell no. The chat takes three or four minutes to start once you bring it up. We do not know if this is a technical problem or not.

info

Support review

SpinGenie doesn’t do anything to make their customer service stand out. They provide you with the right answers but take forever to do so. They are also extremely formal with their answers. They aren’t quite rude because of this, but they aren’t very nice either. They could work on that bit about themselves. Their answers are straight and to the point, and don’t provide you with any additional information that might be helpful.

All in all, we found it to be an adequate but not great customer service department that could use some additional training before we could call them great. We don’t know if the lag time to get to talk to them is a technical problem, or if they simply don’t have enough support staff working at any given time. Either way, it’s not a good sign when you have a pressing question and are left waiting around for an answer. They could very easily be doing a lot better.

security

Spingenie Sign up and Login

Signing up at SpinGenie is a fairly simple experience. Simply go to the upper right-hand side of the screen and click on the red and white “Sign Up” link. There you'll be taken to a page where you have to put in your personal information. This includes a user name, your real name, your address and password. Once you've done that, it's fairly easy to perform a Spin Genie login. Just type in your username and password. Once you've logged into Spin Genie you can call on customer service. But you'll be waiting several minutes before they get back in touch with you. T his is our main complaint about Spin Genie. You are constantly waiting to hear back from them. That doesn't make them look good at all. Once again, we are unsure if Spin Genie doesn't have a good interface installed, or if they simply haven't hired enough people to handle their customer service.
bonus

Spingenie Free spins

There is no deposit bonus offered by SpinGenie. Instead, they will give you 100% matching funds up to £100. The problem with this offer is that you have to play through the money 50 times. That is way above the industry standard of 35 times. And it's not great for the player. The odds of playing money through 50 times and having any left to withdraw are basically zero. It does give you some free time to play, we guess. But go in knowing that you aren't going to win any money with that matching cash. We really wish online casinos like Spin Genie would start putting in some reasonable terms for matching cash. There are casinos out there that only require you to play the money through eight times. That should be expanded across the industry. Because as things stand, the matching cash looks great, but in reality always ends up going back to the casino.
politeness
Question-mark

Are they polite?

While we can't say Spin Genie was rude, we'd be hard-pressed to call them polite. They respond in a very formal way and don't like chatting all that much. They never said good bye to us. It was like we were a chore they were just trying to get through.
comment Support chat

Sarah: is spin genie legit? I mean I can’t seem to find your license
Kate: https://www.spingenie.com/
Kate: Please read our terms and conditions
Sarah: where can I read them?
Kate: If you go to the bottom of the page, you will see a section about terms and conditions
Sarah: oh ok.. are you spin genie licensed in GB ?
Sarah: I can’t seem to find that info in your terms
Kate: Please see the image which I have sent across, this is all at the bottom of our page on the site
Sarah: that’s disappointing you can’t directly answer the question
Sarah: bye
Kate left the chat

bonuses
Question-mark

Do they give bonuses in chat?

There was no Spin Genie bonus code given to us in chat. We tried really hard and even told them it was our birthday. But they wouldn't budge. We can't say we are surprised, because giving bonus money in chat is not the industry standard. Still, it was interesting to try and see how quickly we were shut down.
comment Support chat

Sarah: will I receive any welcome no-deposit offer after I sign up at spin genie?
Kate: We only have deposit bonuses on offer at this time
Kate: Details of these can be found here: https://www.spingenie.com/promotions

reply time
Question-mark

Are they fast?

God no. They are not fast at all. This is our chief complaint with the customer service at SpinGenie. Even when we asked the most simple question, it took them several minutes to get back to us. We don't understand it. We suspect that perhaps the staff were dealing with multiple callers at the same time.
comment Support chat

(14:34) Sarah: what are contact preferences there?
(14:36) David: You can choose which methods to accept communication from us
(14:36) Sarah: I don’t want receive much spam, but I want to know about some spin genie bonuses
(14:37) David: Phone/SMS/email/post
(14:39) David: You can opt out of any at anytime. Marketing is usually SMS and email
(14:41) Sarah: indeed
(14:44) David: You will also get notifications sent to your account inbox so if you log in and regularly check your messages, you should not miss out on anything

knowledge
Question-mark

Are they good at their job?

They are fine at their jobs. They give you the right answers to your questions. The problem is just how long it takes them to provide you with those answers. Normally, when someone takes a long time to reply we figure they are looking up the answers. That didn't seem to be the case here, so we suspect a technical or personnel problem.
comment Support chat

Sarah: what is the wagering requirement and does the roulette get counted for it?
Kate: Bonus funds can be used on the majority of slot games excluding those with a progressive jackpot. They can also be used on most Slingo games, excluding Slingo Millionaire. You cannot use bonus funds on table games, ie Roulette.

literacy
Question-mark

Is their English adequate?

Bingo! Their English is actually quite good! They are clearly native English speakers. They did tend to use formal English when responding to us. But that may simply be what their corporate masters have asked of them. Honestly, we cannot fault their English for any reason. It was fine.
comment Support chat

Sarah: I was wondering if you could tell me your withdrawal methods?
Kate: Our payments team aim to process withdrawals in two working days (excluding weekends and bank holidays) and you should receive an inbox message when yours has been completed. Once we have processed a withdrawal, it is then down to our third party payment processor and your bank to credit the funds to your account. This can take an additional 3-5 working days, depending on your bank, however, it is often quicker than this.

starrt time
Question-mark

Does the chat start quickly?

The chat takes forever to start. It took so long that a couple of times, we were ready to give up. Expect three to four minutes at least after you contact customer service for someone to actually start talking to you. And then expect additional three to four-minute breaks every time you ask them a question.
comment Support chat

(14:21) Sarah: Hello! How can I register on spin genie?
(14:21) Customer Service: Thanks for your message, please wait a moment while our agents attend to you.
***David joined the chat***
(14:24) David: Hi there
(14:24) David: What isues are you experiencing when completing the registration form?

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