GenieJackpot Casino - Pelaajien kotiutukset ovat viivästyneet.

I have applied for several withdrawals at this casino and have not received a withdrawal in almost a month.

Apparently similar complaints have been filed recently, so I am not alone in this problem.

I would like to call the person in charge and ask why it takes a month to simply transfer virtual currency.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about the long delay in receiving your withdrawal. To better understand your situation and assist you effectively, I’d like to ask a few questions:

• Have you completed the casino’s KYC (Know Your Customer) verification process successfully? If so, when was it approved?
• Were your winnings accumulated with or without an active bonus? If a bonus was involved, do you recall its terms and conditions?
• Which payment method did you choose for your withdrawal? Have you received any updates from the casino regarding processing times?
• Have you tried contacting the casino’s support team about this issue? If so, what was their response?
• If you have any relevant emails, chat transcripts, or screenshots, please forward them to petronela.k@casino.guru so we can review them.

Your cooperation is really important to help us move forward with this case. We’ll do our best to get to the bottom of this and seek a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

KYC was completed a month ago.

Virtual currency is used for withdrawals.

The casino has not contacted us.

Dear andandjonnyx,

Thank you for your response. However, you didn’t address all of my questions. To proceed with your complaint, I still need clarification on the following:

• Were your winnings accumulated with or without an active bonus? If a bonus was involved, do you recall its terms and conditions?
• Which specific payment method did you choose for your withdrawal? (You mentioned virtual currency—could you specify which one?)

Your cooperation will help us assess the situation and assist you more effectively.

Looking forward to your reply.

Yes, it does not matter if there is a bonus or not.

Withdrawals were made using USDT (TRC20).

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello andandjonnyx, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible. Could you please let me know what bonus have you used to win the money? If it is still available on the casino's website, of course.

Meanwhile, I’d like to invite a representative of GenieJackpot Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence. If such evidence contains sensitive data, it can be sent by the casino directly to me at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly on both e-mail addresses (the general one as well as the one designated for complaints reception in their T&Cs), but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Your complaint may help the authority to decide whether to license them or not, as the licensing process of this casino is still under review. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej