Golden Genie Casino - Player's withdrawal has been delayed.

Hi, I withdrew £650 from golden genie casino on the 25th October, they initially said I needed to wait 21 working days which I have, and it’s now nearly a month later and have still not received my payment, I’ve spoken to their support team countless times but keep getting the same reply which leads me to believe they are not actually live agents, I’ve asked to speak to their finance team or team leaders but am told it’s not possible. This situation is really getting me frustrated as I really need the money, I’ve completed all of the verification processes and the winnings were from funds I deposited so I’m even further out of pocket, I really need some help in getting this sorted please

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Dear Doc219,

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 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?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas, thanks for your response, I’ve emailed the screen shots to you 👍

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 failed as the complaints have grown 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 anytime.