Was referred here by the sister casino "kassu" where I had a good withdrawal processed, so thought why not.. And on my first deposit I won a nice payout. They verified and processed my win within the... See more
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See what reviewers are saying
Good day Pelaa Casino I withdrew money on the 16/12/2022. I have not received my money yet. I have send numerous emails and had not reply. I withdrew money before and had no problems. The cas... See more
Joined about 3 or so days ago. Multiple depost methods but I question the fairness of the games particularly on the blackjack games. Multipke deposits list lost and lost then 1 winning visit. Bi... See more
Company replied
What a shame really enjoy this website let down by poor withdrawal process. Had no issues and then suddenly nothing for 4 weeks but they still will take my money on deposits. Update this has now be... See more
Company replied
2.5
Poor
100 reviews
No history of asking for reviews
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I had quite a big win on this casino…
I had quite a big win on this casino and requested a withdrawal. I was asked to provide documents which I have. I was then contacted by the risk team who asked for more documents which I replied to with the document they asked for. However still waiting nearly 3 weeks later. They dont seem to have any live chat on their website just a chat bot which is useless. Its a shame really as the website works well and they have a good selection of games and bonuses but without being able to withdraw it is all for nothing.
19 April 2021
Unprompted review
Reply from Pelaa
Dear Timothy,
We have looked into your account and can see your withdrawal was paid out successfully on the 20/05/2021.
Should you have any further queries, please do not hesitate to contact.
Regards,
Pelaa Team
Scam scam scam.They are joke no a…
Scam scam scam.They are joke no a casino.Rigged games to the point that game dosnt contain bonus anymore.Highy recommend to stay away as they nothing but a thieves.
13 April 2021
Unprompted review
Reply from Pelaa
Hello Marcin,
we are sorry to see your bad luck, kindly note that we are a licensed casino always operating following the regulator's guidelines.
Unfortunately, slots don't have a memory and don't know what was the outcome of the previous rounds you played, each spin is unique and generates a unique outcome and, it is calculated using Random Number Generators (RNGs) to ensure that all players get a fair chance of a win or loss.
We hope this clarifies everything, but please do not hesitate to contact us at support@pelaa.com if you still have queries.
Regards,
Pelaa Team
Withdrawal took 51 days to be processed
UPDATE 3: After getting help from AskGamblers, I have now received my withdrawal. 51 days was the final wait time.
UPDATE 2: It's still pending and my emails are not being responded to, this is now a full 40 days. I have provided everything they need, and I've now escalated it to IBAS, the ADR service for Pelaa.
UPDATE: My withdrawal is still pending after 20 days, and multiple emails back and forth betweens complaints and risk team. Documents sent in twice, and they keep on requesting the same items again and again.
Getting to the stage where I may have to get IBAS involved, the ADR service.
Withdrawal processing for 6 days, FAQ's state it should be pending for a maximum of 48 hours. No live chat, only a useless chatbot, as well as a phone number which cannot take calls. Only option is to e-mail which I have done. On top of this is a 2.5% withdrawal fee that is doesn't state in the T+C's. No wonder the UKGC withdrew their gaming licence previously. I will no longer use any of Genesis Globals brands because of this issue.
1 April 2021
Unprompted review
Reply from Pelaa
Hello David,
kindly note that we reviewed your account and we can see that your winnings have been paid out on the 17/05/2021. If you are still having any queries, please do not hesitate to contact us as support@pelaa.com.
Regards,
Pelaa team
Worst casino ever
Worst casino ever, no wonder genesis global had their license removed by them. The ukgc should never of given this back especially to pelaa.com. withdrew £400 over 6 weeks ago and I still don't have it. The customer support would literally make you end up in prison if you have a short fuse, you ring customer support and it tells you its not available and to use live chat, so you go to live chat which also tells you it's not available and to email instead. I sent 7 emails and only 1 was responded to but it took 5 days, I've sent a further 2 and still don't have my money. I uploaded my docs forever ago for account verification and yes of course they are still " pending" stay clear of this brand they are dodgy as hell!!
29 March 2021
Unprompted review
Reply from Pelaa
Hi Sylvia,
Thank you for your review, and we are sorry to hear that you experienced issues with your withdrawal request.
Understanding your frustration, please let us point out that as per our Terms and Conditions, the verification process can be applied upon registration, deposit, or withdrawal request. This is linked to our regulator’s guidelines and for this reason, we post it clearly in the Terms and Conditions which we ask our customers to accept upon registration.
Unfortunately sometimes, these checks can take a bit longer than anticipated, especially in times of high level of player contacts, but rest assured that once the checks are completed withdrawals would follow shortly after.
We can confirm that all pending withdrawals on your account had been paid out. Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist!
Kind Regards,
Pelaa Team
Pelaa could do.much better
Joined about 3 or so days ago. Multiple depost methods but I question the fairness of the games particularly on the blackjack games. Multipke deposits list lost and lost then 1 winning visit.
Bit of fuss getting the winnings withdrawn but got there in the end.
Closed the account due to concerns around fairness.
25 March 2021
Unprompted review
Reply from Pelaa
Hi Adrian,
Thank you for your review, and we are sorry to hear that you have taken the decision to close your account with us.
Understanding your feelings, we would like to point out that we are a regulated casino and are constantly being monitored by the relevant authorities to ensure that we provide fair game play to all our players. The profit chance, is only based on luck, and as a licensed operator we have no influence on this.
Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist!
Kind Regards,
Pelaa Team
Fixed slots
Fixed slots , stay away, that goes for ALL genesis groups , waste of time & money
6 March 2021
Unprompted review
Day 21 still no payout
all my genesis global accounts were locked for routine checks it took three months to get them opened stupidly after this i opened an account with pelaa casino owned by genesis global i won £300 and withdrew the next day my accounts locked for routine checks YET AGAIN they made me send in selfies holding my bank card passport letters this was 5 days ago i have heard nothing since sent them emails and received no response WHERE IS MY MONEY update 5 march 2021 still no payout they are saying there is no time frame to verify an account hahahaha its just £300 come on pleaa stop making this harder than it has to be you clowns also ill mention they dont answer the phone they reply to emails once per week and the live chat option is a robot that redirects you to send an email hahaha this site is unreal im waiting for the documents arent good enough even tho they have my drivers license passport housing letter income letter gas bill front and back of bank card 10 selfies of me holding them yes they asked for all this and now they have it they refuse to verify me if i hear nothing soon ill file a complaint for data breach they have tricked me to send them personal information as they havent used it for the intended purpose .... now march 10th 2021 and still nothing done to resolve my issue with pelaa they are obviously daylight robbers i wouldnt recommend this casino to anybody they should be closed down very little chance of getting the money they owe me now online casinos are so so corrupt .... 17 march 2021 still no response at all usless customer service nobody is telling me anything its safe to say they are doing everything they can to not pay our .... yeah i was paid out on the 18th and account reclosed with no reason as before advised avoid these cowboys they only paid out after i got the ukgc and ibas involved
2 March 2021
Unprompted review
Reply from Pelaa
Dear Wendy,
Apologies for the late reply.
We have looked into your account and can confirm that these funds were paid out for you on the 18/03/2021.
Should you have any further queries, please do not hesitate to contact us.
Regards,
Pelaa Team
Joined this site and took advantage of…
UPDATE 22.02.21. Money paid out. Shame it took the steps of contacting the commission and IBAS.
The casino then promptly prevented any further play by requesting documentation to prove source of funds. Even though the source of funds for a deposit would be the winnings they have reluctantly been told to pay out. Oh well, there's plenty of casinos out there. And not all will punish you for actually winning.
Overall, the worst experience ever. Not to be trusted.
Withdrawal request 05.02.21.
IBAS and Gambling commission UKGC have been informed of the unscrupulous conduct of this company.
So far it has been confirmed that an in date passport is definitely a valid means of ID. Clearly it is a stalling tactic
Dear Madeline
Your passport is due to expire within 30 days. We need to have a valid ID connected to the account.
This is clearly a matter now for the UKGC and the other department. What a blatant lie and delay tactic.
They've picked the wrong woman here. Pelaa you are so transparent. All the reviews that Genesis Global has attracted are bad. No wonder the luck I had. You have no intention to be honourable. 2 directors listed on companies house guys and girls. Both with the same surname. Class Action? contact me.
Joined this site and took advantage of the 100% bonus. I didn't even need the bonus as i Won the jackpot on Madame Destiny megaways on 50p which was fantastic! £2500.
Slow with withdrawals and document checks but every game seemed to pay. This has been very well received considering everything is still closed and in lock down.
Thank you pelaa for such a fabulous selection of fun games. Looking forward to trying the many new games added since cashing out £4500.
By far the best casino provider out there. Not one game crashed or failed to load.
maddie
16 February 2021
Unprompted review
Reply from Pelaa
Hi Madeline,
Thank you for your review, and we are sorry to hear that you experienced issues with the processing of your withdrawals. Understanding your frustration, please let us point out that as a regulated gaming company, we are obliged to carry out all the necessary verificaton checks on our players. Unfortunately, these can sometimes take a bit longer than anticipated, especially in time of high level of player contacts. Apologies for any inconvenience this may have caused.
In the meantime, we would like to congratulate you on your winnings! and thank you for providing us with your positive feedback also.
Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist!
Kind Regards,
Pelaa Team
this casino operate by Genesis Global…
this casino operate by Genesis Global Limited they have all new scamming methods to scam you . you can not do anything .
27 October 2020
Unprompted review
Reply from Pelaa
Hi Mrqaidi,
Thank you for your review.
We are sorry to hear that your experience with us was not pleasant. Please let us point out that as a regulated casino, we are constantly monitored by the relevant authorities to provide fair play to all our players. We also have procedures in place according to the guidelines set by the regulating authorities, which we follow on a daily basis.
Unfortunately, we were unable to locate an account on Pelaa Casino with the details you provided. Please feel free to contact us should you have any questions, our Live Chat is available 24/7 and we are sure that we can assist you.
Kind Regards,
Pelaa Team
I hope there don't get there UKGC back…
I hope there don't get there UKGC back and there closed them down this is karma for robbing me with 2grand hahaha when I won fair and square
20 July 2020
Unprompted review
Reply from Pelaa
Hi James,
Thank you for your review.
Please let us point out that, as stated in our Bonus Terms and Conditions, when making use of a bonus there is a limit to the value of a bet that can be placed. If you breach these limits, then winnings can be voided. If a player would like to play without having such restrictions, they can always opt to not make use of any bonuses and play with real money balance.
With regards to the suspension of our UKGC license, please note that this is still undergoing. We will fully cooperate with the UKGC in its license review and we have already taken the initiative to voluntarily provide the regulator with an action plan following the assessment, prior to the suspension and review decision.
Genesis has expressed their extreme level of disappointment with this determination and outcome but is firmly committed to complying with the UKGC’s extensive range of regulations.
This means Genesis will continue with its own existing compliance systems, policies, and procedures whilst also continuously improving upon them. This will ensure a responsible and safe gaming environment for all players, where Genesis is confident that this will be clearly reflected during the review process.
If you have any questions, please do not hesitate to contact us. Our Live Chat is available 24/7 and we will be more than happy to assist!
Kind Regards,
Pelaa Team
They are too slow with there withdrawals
3 July 2020
Unprompted review
Reply from Pelaa
Hi James,
Thank you for your review. Please note that as per company procedure, withdrawals can take up to 48 hours to be reviewed and processed. We can see that your withdrawal request was processed within this time frame, as it was requested and released within 24 hours.
All withdrawals need to be reviewed before they are released by the payments department, and we do our best to try and get these reviewed for all our players as soon as possible. Should you wish to check for any updates, please do not hesitate to contact us, our Live Chat is open 24/7 and we will be more than happy to assist!
Kind Regards,
Pelaa Team
Over 50 deposits with them
Over 50 deposits with them. Never wichdraw anything. Probabbly more than 10000 spins bonus never arive in game. Stay away .
18 June 2020
Unprompted review
Reply from Pelaa
Hi Lutek,
Thank you for your review. We are sorry to hear that you have not been lucky while playing at our casino. Understanding your feelings, we would like to point out that we are a regulated casino and we are constantly being monitored by the relevant authorities to ensure that we provide fair game play to all our players.
Each game has a different pay out ratio, and every slot is different in the behavior of disbursements. The profit chance, including any bonus rounds triggered within a game, is only based on luck, and as a licensed operator we have no influence on this.
Having said that, please feel free to contact our support at any time should you wish to check for any available offers on your casino account, our Live Chat is open 24/7 and we will be more than happy to assist you!
Kind Regards,
Pelaa Team
Bad site don't give them your business…
Bad site don't give them your business you make a honest mistake and there know for a fact it was and still don't give you the time of day take your winnings off you for what a little mistake!!!
11 January 2020
Unprompted review
Reply from Pelaa
Hi James,
Thank you for taking the time to review us.
We are sorry to see your review and your experience but please note that any action against our Terms & Conditions, accepted by your self upon registration can't be accepted and for this reason, our relevant team should have contacted you informing about the reason and the eventual T&Cs breached.
If you still have any questions or doubts, please feel free to contact us, our Customer Care would be more than happy to assist you.
Regards,
Pelaa Team
Very nice service ,fantastic casino…
Very nice service ,fantastic casino super.🙌🙌☺☺👍💪👍💪👍
14 December 2019
Unprompted review
Reply from Pelaa
Hi Drobez,
thanks for taking the time to review us, we are proud to see that we offered you the experience you were looking for.
We strive to find a way to give you the best experience ever to our customers and you are confirming us that we are following the right pattern.
Feel free to contact us for any further assistance and we would be more than happy to assist you.
Regards,
Pelaa.com
Great casino
Another fantastic casino by Genesis global. What I like about this casino is that they send regular promotions for free spins, as well as match bonuses which sometimes can be 100% for existing customers, not just new customers! They have a great variety of games, and there's only a few of them that are restricted with bonus funds
Still awaiting on a withdrawal from them, but hasn't been long since I requested it. I look forward to playing on your site in the future
29 November 2019
Unprompted review
Reply from Pelaa
Hi James,
thank you so much for the nice review, we can see that you that for sure you did appreciate the experience with us and our Bonuses, We always do our best to find the perfect bonuses that would satisfy our customers' needs and expectations.
We wish you good luck for the next time you will play with us and hope to really see you again :).
Regards,
Pelaa Team
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