Genie Riches Casino - Player’s account has been blocked after withdrawal.

Deposited and won amounts totalling £9000 over a couple of days.

withdrew funds. Woke up the following day to find my account is blocked (no email to advise why)

live chat say they are reviewing my documents (however again no email asking for documents)

I just want to speak to someone who reviews documents, give them the required info and get this resolved but live chat are unable to assist or give any update.

Hello Duncan27890,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Genie Riches Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already forwarded to the casino since you are registered? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

It’s been 3 days since my account has been blocked 4 days since withdrawing

they have a copy of my driving licence, bank card proof, utility bill and a selfie.

the more worrying thing is reading reviews where people have won large amounts of money they have also been blocked and months later still no funds so I would like to try and avoid that.

I spoke to the em yesterday for an update as I’m not confident emails are actually coming to me from the site despite them confirming my emails, mainly due to the lack of contact about any of this, even my emails to support team on the day I realised I had been blocked have gone unanswered.

when I did speak to them when realising I was told it would be 1-3 days and I had already provided relevant documents.

still no contact back as of yet

Hello Duncan27890,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Duncan27890,

Can you please advise if there's been any update regarding the verification?

Dear Duncan27890,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.