The player from Italy requested a withdrawal two weeks earlier on October 12th, but it had not been approved yet. He confirmed that it was his first withdrawal, his KYC had been completed, and the winnings had been accumulated with his real balance. We were unable to resolve the issue because the casino did not react to our repeated attempts to mediate, so the complaint was closed as unresolved.
Golden Genie Casino - Player’s withdrawal is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 44
Amount: €100
Golden Genie Casino
Safety Index 0.6 Very lowCase summary
Discussion
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4 days ago
Translation
Hi everyone, I have a problem with this casino: I requested a withdrawal on October 12th but it hasn't been approved yet.
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2 days 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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2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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14 hours ago
TranslationHI,
no, it's the first withdrawal I'm requesting
my kyc was completed regularly
no I have accumulated the winnings with my real balance
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13 hours ago
Dear Player,
Thank you for your reply. 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.
Best regards,
Attila
