The player from France has been waiting over a month for a €550 withdrawal from Golden Genie, despite having a fully verified account and approved KYC. After canceling the initial request, he attempts to withdraw €450, which he urgently needs for his daughter's medical operation, but customer support provides only automated responses without a specific resolution.
Golden Genie Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for player to reply
6d 23h 41m 9s
Golden Genie Casino
Safety Index 0.6 Very lowCase summary
Discussion
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Public
20 hours ago
Translation
Good morning,
My name is Jean-François BRIAND, and I am filing a complaint regarding a blocked withdrawal from Golden Genie ( goldengenie92.com ).
On July 31, 2026, I requested a bank transfer withdrawal of €550. My account is fully verified and my KYC has been approved. Despite this, the withdrawal has remained pending for over a month. Customer support has repeatedly given me automated responses stating that withdrawals take 7–21 business days, but has never provided a specific payment date or a clear explanation.
I finally cancelled the €550 withdrawal and tried to withdraw smaller amounts of €100. I currently have €450 left in my account, which I urgently need to help pay for my 4-year-old daughter's medical operation.
I have screenshots of my withdrawal history and all conversations with support and I can provide them as proof.
I urgently request your help to recover my €450.
Sincerely,
Jean-François BRIAND
Automatic translation:
Public
Public
18 minutes ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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18 minutes ago
Hello,
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 have received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to take a no-reaction policy approach to all our attempts to negotiate any kind of issues. I can only imagine how frustrating it must be to wait for your money and not have 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 advise if you've ever received any winnings from this gambling establishment?
Thank you in advance for your cooperation and reply.
Best regards,
Kristina
