The player from Greece found their account closed just a day after registration, with the casino management providing no explanation for the decision. They had two withdrawal requests totaling 215 euros and an additional 40 euros left in the account, which the casino refused to return, allegedly targeting winning players. The Complaints Team was unable to resolve the issue due to the casino's lack of cooperation, as evidenced by multiple closed cases under a 'No Reaction Policy.' The complaint was closed as unresolved, and the casino's overall rating was affected, indicating a recommendation to avoid Golden Genie Casino.
Golden Genie Casino - Player's account has been closed.
Black points: 78
Amount: €245
Golden Genie Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 weeks ago
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3 weeks ago
Hello I made an account at the casino 24/10/2024 and for no reason 25/10/2024 they closed my account I talked to the casino chat and asked the reason but they don't tell me the reason only that it is a decision of the management without explaining why!!! Inside the casino I had two requests to withdraw the amount of 215 euros and I had another 40 euros in the account to play!!! My money, of course, they say they won't give it to me, but talking to other players on various casino sites, they told me that this company does this if they see that you're winning, so they don't give you the money you won!!!
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3 weeks ago
Hello xristinap380,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Genie Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Hello!!! I didn't do account verification because the casino tells you that your account doesn't need verification and won't let you do it!!! the money I won was without bonuses, so he didn't want me to do any turnover to get it out!!! I spoke on 10/25/2024 where they didn't answer either if they would give me the money I won or the reason they closed the account!!! !
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2 weeks ago
Dear xristinap380,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Golden Genie Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Golden Genie Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
