The player from Germany had initiated a withdrawal request from GoldenGenie Casino after making three deposits. The following day, the player's account was closed and support had not responded to the player's inquiries. The player had provided all necessary information and a screenshot to prove account verification. Despite our efforts, the casino had not responded to the complaint. As a result, we had closed the complaint as 'unresolved', which would negatively affect the casino's rating. The casino was unlicensed, which limited further action. The player had been advised to contact us if the casino reached out to him.
Golden Genie Casino - Player faces account closure after withdrawal request.
Black points: 91
Amount: €300
Golden Genie Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.0
Golden Genie Casino has a Safety Index of 1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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11 months ago
Translation
THIS INVOLVES THE GOLDENGENIE CASINO.
Yesterday, I initiated a withdrawal. Today, the account is locked. Support is not responding. Nothing. I made three deposits there, but only won something yesterday. The account verification was complete.
Please help.
Automatic translation:
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11 months ago
Dear Klaus91,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- Is this the correct link to the website https://www.goldengenie.com/?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Translation
Hello
1. the registration took place approx. 1 week ago.
2. Slot machines
3. Without bonus
4. That's the link, right.
What relevant information do you mean exactly?
Automatic translation:
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11 months ago
Hi Klaus91,
I was wondering if you could provide any supporting evidence indicating the success of your verification, such as live chat transcripts or any additional information that may help us better understand and resolve this issue.
Thank you.
Sensitive attachment
Sensitive attachment
11 months ago
Translation
Hello,
Here is the only screenshot I have that shows my account is verified.
The live chat does not send a copy by email etc.
Best regards
Automatic translation:
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11 months ago
Thank you very much, Klaus91, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello, Klaus91!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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10 months ago
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.
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10 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
