Golden Genie Casino - Player's account has been closed.

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!!!

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

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!!! !

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.