The player from the United Kingdom had requested a withdrawal of £1000 on July 4th and had yet to receive it. Despite multiple emails to support and attempts to communicate via live chat, their inquiries were ignored or met with automated responses, leading the player to feel scammed. The Complaints Team had acknowledged the player's situation and had attempted to engage with the casino, but the casino had not responded to mediation efforts. Due to the lack of communication from the player after multiple extensions, the complaint was currently closed, but the player could reopen it at any time for further assistance.
Golden Genie Casino - Player's withdrawal is significantly delayed.
Closed
Our verdict
Player stopped responding
Amount: £1,000
Golden Genie Casino
Safety Index:Very lowCase summary
Discussion
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5 months ago
Requested a withdrawal on the 4th July for £1000 and still waiting for it! I’ve emailed the support team and various other so say direct managers emails and every single one is being ignore. The live chat just sent automated messages telling you to be patient and wait it’s in a long queue and the finance department are busy. When you try and ask question about your withdrawal they just cut you off and block your live chat. Feel totally scammed by them and I would advise everyone to AVOID at all costs.
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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re facing with your withdrawal, and I completely understand how concerning this situation must be for you.
Unfortunately, we have received numerous complaints regarding delayed withdrawals from this particular gambling establishment. Despite our repeated attempts to engage with the casino and seek resolutions for affected players, they have chosen to adopt a No-Reaction Policy, meaning they do not respond to our mediation efforts.
I can only imagine how frustrating it must be to wait for your winnings without any clear updates. I sincerely hope that the casino will process your payment soon. In the meantime, could you please forward a screenshot of your withdrawal request to this thread? Have you accumulated your winnings with the help of bonus, please? This will help us document your case more thoroughly.
Thank you for your cooperation. I appreciate your patience and will do my best to assist you.
Best regards,
Katarina
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5 months ago
Dear Bien13,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
