Golden Genie Casino - Player’s account closure request is delayed.

I’ve been trying to close my account for approx 3 weeks with this casino, I’ve explained and sent proof that I suffer with chronic pain and take morphine for this, the morphine makes me very low (mentally) then I deposit,I’ve been trying to exclude via live help & support email and I’ve been told to email Sebastian to whom is not answering any emails and I’m sending several and nobody from this site is responding.

im lucky if I get 2-4 hours of sleep within 24 hrs which alters my judgment and it tends to folding my gambling problem, I’ve kept all emails as I feel this site is not keeping me safe and is not protecting me as I have this problem, I’ve sent medical evidence to back up my pain and medication and my account is still live and I’m able to deposit …HELP! Am I now entitled to a refund on deposits since trying to exclude?

Dear Mschrome,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing while trying to close your account.

To help us understand your situation better and provide the most effective assistance, could you please clarify the following:

• When did you first request to close your account, and how many times have you tried since then?
• Could you specify the methods you used to contact the casino (e.g., live chat, support email) and if you received any responses?
• You mentioned emailing Casino without receiving any reply. Could you forward those emails to petronela.k@casino.guru so we can review the communication?
• Have you been able to use your account or deposit funds since you initially requested to self-exclude? If so, how often?

Your cooperation is essential for us to proceed with the case. The more details and documents we have, the better we can understand the situation and advocate on your behalf. We genuinely want to help you resolve this matter as swiftly and effectively as possible.

I hope we will be able to help you to 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

I first asked for my account to be closed 12th feb 2025 12.07am.

i have at least 10 emails requesting for me to exclude and close my accoun, I’ve come through support email, live help and a managers email (Sebastian) do 3 different points of contact and yes I have deposited but explained why what with medications and chronic pain and mental health, I would even be able to deposit now if I tried.

Hi Mschrome,

I’ve put together a timeline of your case based on the information provided. Please review it and let me know if everything is accurate:

• 12th February 2025 – You emailed sebastian@goldengeniesupport.bet requesting a permanent account closure (without mentioning a gambling problem).
• 12th February 2025 – Sebastian responded, stating that a refund could not be provided because your deposit had already been spent.
• 17th February 2025 – You emailed sebastian@goldengeniesupport.bet again, this time mentioning that you have a gambling problem.
• 19th February 2025 – You contacted support@goldengeniesupport.bet, informing them about your gambling problem.
• 19th February 2025 – Support replied, directing you back to sebastian@goldengeniesupport.bet.

• Additionally, I noticed that your complaint was submitted for Golden Game Casino, but all the forwarded communication appears to be with Golden Genie Casino. Could you confirm whether your complaint is for the correct casino?
• Also, has the casino responded to you after 19th February?

Looking forward to your reply.

My complaint is with golden genie casino

my account finally got closed after many emails, however they are refusing a refund as they state I did not request closure until the 22nd feb 2025, this is incorrect as I requested closure 12th feb 2025

Hi Mschrome,

Thank you for the clarification regarding the casino name. I've switched your complaint to Golden Genie Casino to ensure we're addressing it correctly.

• To help us resolve your issue more efficiently, could you please confirm when you placed your last deposit with the casino?

Once we have this information, we can proceed with investigating your case further.

Looking forward to your reply.

Thank you, all my emails are mostly being ignored

20th feb 2025

Dear Mschrome,

Thank you for your response and for providing the details regarding your last deposit on February 20th, 2025.

Unfortunately, I regret to inform you that due to Golden Genie Casino’s track record of 10+ cases closed under their "No reaction policy," we are forced to close your complaint as "Unresolved." This will impact the overall rating of the casino, and I hope this will influence their approach.

It seems to be a recurring issue with Golden Genie Casino, as they have consistently ignored our attempts to mediate any complaints. We have sent numerous emails, reached out through live chat, and even tried communicating with their affiliate team, but unfortunately, all of our efforts have failed. I strongly advise against continuing any dealings with this casino.

While we cannot resolve the matter for you at this time, please note that the casino can reopen your complaint at any point.

I truly wish I could offer a better solution, but at this stage, it seems we have exhausted all options.

Best regards,

Petronela

Casino.Guru