The player from the United Kingdom withdrew £400 on January 26th, and despite her account being verified, she faced delays in receiving her winnings. The live chat support repeatedly stated a processing time of 7-21 business days, but no funds had arrived yet. The Complaints Team noted that the casino had adopted a No Reaction Policy regarding numerous complaints, leading to the closure of her case as "unresolved." It was emphasized that this ongoing issue reflected poorly on the casino's reputation, and players were advised to avoid Golden Genie Casino due to its lack of responsiveness.
Golden Genie Casino - Player’s withdrawal is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 123
Amount: £400
Golden Genie Casino
Safety Index:Very lowCase summary
Discussion
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11 months ago
I withdrew £400 on January 26th. It was later confirmed, Account is verified and accepted too.
Live chat keep saying 7-21 business days( which it has been)then ending the chat.
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11 months ago
Dear vicky0502,
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 cases that were submitted, the casino decided to adopt 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 [email protected]?
Thank you in advance for your cooperation and reply.
Best regards,
Veronika
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10 months ago
Thanks for the reply. I have sent the screenshots to your email.
victoria
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10 months ago
Thank you for your reply, vicky0502. Unfortunately, I would like to inform you that since this casino has 20+ 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.
