Golden Genie Casino - Player's £1500 withdrawal is delayed.

Title: £1500 withdrawal delayed beyond stated timeframe – verified VIP player ignored

Casino: Golden Genie Casino

Amount: £1500

I am submitting a complaint regarding a delayed withdrawal that is now significantly overdue.

I requested a withdrawal of £1500 on 2.2.2026. My account is fully verified, and I have previously received a successful withdrawal from this casino, so there are no outstanding KYC or first-withdrawal checks required.

According to the casino’s own terms:

Withdrawals are processed within 24–48 hours

Bank transfers take approximately 3–5 business days

This means the total expected timeframe is around 5–7 business days at most.

However, my withdrawal is now over 10 days beyond this timeframe and is still marked as "processing."

I have contacted support multiple times and have not received any clear explanation. Additionally:

My VIP manager has stopped responding completely

I have not received my usual VIP cashback since requesting withdrawal

This change in treatment after requesting a withdrawal is concerning and suggests intentional delay or avoidance.

I am requesting:

Immediate processing of my £1500 withdrawal

A clear explanation for the delay

Confirmation that my account is not being unfairly restricted

I believe the casino is failing to honour its own stated withdrawal terms and is delaying payment without justification.

I am prepared to provide full evidence including screenshots of the withdrawal, communication, and account verification if required.

Thank you.

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Dear Sophiec93,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of the many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it, and I also genuinely hope that your winnings will be sent to you eventually.

• Could you please forward a screenshot of your withdrawal request to tomas@casino.guru as evidence of the incident?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas

Dear Player,

Unfortunately, I would like to inform you that since this casino has 10+ 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 died as the complaints grew in numbers. We strictly recommend staying away from Golden Genie Casino. I wish I could be of more help. The casino can reopen this complaint anytime.