Golden Genie Casino - Player claims that payment has been delayed.

Hello I withdrew £650 and spoke to the administration they said I may have wait upto 21 days this is very strange, I think I have been scammed

Dear Jimmy8319,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jimmy8319,

Have you received your withdrawal from the casino yet?

Hello I messaged them them other day and they said I need to wait 7 to 21 days ,do you know if anyone who has received a pay out from them ? Seems like a scam site to me ?

Thank you for your reply, Jimmy8319. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Yes my verification has been excepted

I haven't had any successful withdrawals, this is my first attempt with them .

No bonuses were used ,I don't use the bonus options .

I just play with my own money.

It was the 9th of April when I withdrew the £650

Hello just asked golden genie what happening with my withdrawal,its been 23 days now , they just said no updates and cut me off before I could ask anymore questions.

Just spoke to them again they said this haha ?scandalous these guys

Thank you very much, Jimmy8319, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Jimmy8319, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Golden Genie Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear Jimmy8319, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Golden Genie Casino received a ‘1.9 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.