Genie Riches Casino - Player's account has been blocked.

I have deposited thousands on my account. Then I had a big win. I withdrawn my money, they asked for verification. I sent all identification they requested. However my passport wasn’t signed. So they emailed me and told me all was accepted except my passport. So I sent my driving licence. I woke up the next morning, to my account being blocked. No replies to my emails, and still not recieved my withdrawal.

Dear Trina2237,

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? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Thankyou for getting back to me.

I haven’t made a withdrawal on this account before.

I accumulated these winnings without an active bonus.

and I will email you everything now.

I’ve still had no reply from genie riches.

I think this is absolutely ridiculous.

Dear Trina2237, have you received any response from the casino regarding the verification results?

I have still recieved no response. Constantly on live chat, being told different things different time scales. I still have not recieved my winnings. They blocked my account before they requested driving licence after my passport wasn’t signed.

i have screenshotted every email, every live chat, every communication and there is no excuse why this company is not replying or releasing my winnings. This is causing me huge stress, my anxiety is through the roof. And this is just not right, to treat your customers like this!!!

Dear Trina2237, have you completed the KYC verification process?

Has the casino unblocked your casino account?

Dear Trina2237,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We’ve reopened this complaint at the request of Trina2237. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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.