The player from Italy reported an unusual situation involving his €40 deposit and a €160 bonus at the casino. After requesting the cancellation of the bonus, he was informed that doing so would result in the loss of his entire balance. After playing and returning to the home page, he found that his real-money winnings were automatically converted to bonus balance, and he questioned the legality of this practice. We reviewed the bonus terms and confirmed that winnings obtained while a bonus was active were credited to bonus balance and that canceling a bonus also removed any winnings made with it, so the casino’s action was in line with its stated rules. As the casino did not respond to our mediation attempts, the complaint was closed as unresolved.
Golden Genie Casino - Player faces issues with bonus balance conversion.
No reaction policy
Black points: 20
Amount: €40
Golden Genie Casino
Safety Index 0.6 Very lowCase summary
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Bonus Terms and Conditions, and this is what I found:
3. Bonus balance and cash balance
3.1. Your total balance is comprised of two parts: the cash balance and the bonus balance.
3.2. Funds are first deducted from the cash balance. Any winnings obtained while a bonus is active will be credited to the bonus balance, regardless of whether the bet was placed using cash balance funds.
3.3. During gameplay with an active bonus, real funds are spent first, then bonus funds.
9. Bonus cancellation and archiving
9.1. Any bonus can be canceled before the wagering requirements are met if desired. To do this, contact the online support service on the website or simply use the "Cancel" button in your account under the "Bonuses" section.
9.2. Please note that if a bonus is canceled, both the bonus itself and any winnings obtained while playing with it will be deducted from the account. Additionally, any wagers previously placed from the cash balance will not be refunded.
9.3. For example, if a player deposits 100 EUR and receives a 100 EUR bonus (total balance of 200 EUR) and then places five 10 EUR bets resulting in no wins, cancelling the bonus at this point would adjust the player's balances to 50 EUR cash balance and 0 EUR bonus balance, for a total of 50 EUR.
9.4. Any canceled bonuses and free spins, as well as bonuses and free spins that have expired, cannot be returned to the account.
- Could you please clarify whether you asked the casino's customer support to cancel your bonus before placing any bets, or whether you had already placed some bets while the bonus was active before asking for it to be removed?
- Am I correct in understanding that you subsequently continued playing with the remaining funds and eventually lost your entire balance through regular gameplay?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Translation
Hello. Yes, I asked casino support to void the bonus before placing my first bet. Their response was, "By voiding the bonus, you will also lose your cash balance." For this reason, I decided not to void it because I felt trapped: I had to lose my entire cash balance or try to wager it. So I chose to try to wager it, unaware that the winnings had been converted into bonuses, losing both my balance and my winnings. Basically, at this casino, if you choose to receive a bonus, your deposit will be almost 100% forfeited since you cannot cancel it.
Thank you for your reply, fonchytown. Unfortunately, I would like to inform you that since this casino has 35+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Golden Genie Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from Golden Genie Casino. I wish I could be of more help.
The casino can reopen this complaint at any time.
