GenieJackpot Casino - Player’s withdrawal is delayed due to conflicting requirements.

On May 21, 2025, I deposited 250.02 USD, equivalent to 936.915931 TRX, into my casino account, without receiving any bonus. Since then, I have wagered a total of 1987 USD within the casino. The casino's terms of service state in provision 5.6.: "As a prevention of money laundering, a deposit must be wagered at least 3X before a withdrawal can be made," without specifying restrictions on certain games or exclusions.

However, despite clearly fulfilling this 3x wagering condition, the withdrawal attempt continually triggers an error message stating that the requirement has not yet been fulfilled. I have contacted customer support via chat to clarify this issue. In response, they claimed that certain games do not contribute towards wagering requirements, although this aspect is not indicated or provided for in provision 5.6. of the terms of service or elsewhere.

Additionally, customer support via email has been unresponsive to my requests for clarification regarding this issue. Given the circumstances and my compliance with all listed wagering requirements in the terms of service, I simply seek to withdraw my current casino balance, 1544.62952025 TRX, without further delay or impediments imposed by the casino’s system or customer service.

Gaming history can be sent upon request.

Dear calzone,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GenieJackpot Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Do I understand correctly that you can't determine how much is left for you to wager despite making an effort to inquire about this from support?
• Could you please share your game history with me for review? Send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Hello Tomas,

• I played blackjack (not live).
• I am able to determine that: nothing left according to the terms, but not nothing left according to the error message when attempting to withdraw (see my initial post). The casino's support being unresponsive is very much correct.
• I have emailed you the game history.

Thanks!

*****

Thanks for the explanation.

Have you tried contacting live chat support in the casino and inquiring about your current wagering progress?

Have you received a reply regarding your inquiries since your last reply?

Looking forward to your reply.

• No more contact attempt via live chat since a) they have a support email address, b) I was instructed to use email in my previous chat, and c) the response I received in the previous chat was so nonsensical that there was no point continuing - there customer service representative could not be convinced that the slots-only restriction does not apply to non-bonus wagering requirement, per the terms of service.

• No response from the casino via email as of today.

Thanks for your reply.

We would like to review your interaction with casino support and live chat when discussing the issue. Please forward the emails you exchanged, and if you saved the live chat discussion, please send it as well. I apologize for the inconvenience.

Send the information to my email at tomas@casino.guru

Hello,

The emails to the casino (that are still unanswered) was uploaded with the lodging of the complaint. I have emailed it it you anew. No live chat discussion was saved.

Thanks.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you calzone for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GenieJackpot Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear calzone,

I have tried to contact the GenieJackpot Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter