Golden Genie Casino - Player's payout has been delayed by unlicensed casino.

Been trying to get my winnings it’s been over 21 days online says just be patient and cuts you off all the time with all the negative reviews, spoke with CEG advised they have no license

Dear johntilley,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No withdrawal verified account and it’s not through bonus Thanks

Thank you very much, johntilley, for providing the necessary information. 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 johntilley, 

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.

They have now disabled online chat for me these people are 100% crooks they must be stopped

Dear johntilley, 

thanks for the update.

I understand your frustration, but please refrain from using profanity. Such a behavior is not tolerated.

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.

Hi this looks promising but we will see if the payment reaches me.

Dear John, 

I hope this email finds you well.

I want to personally extend my sincerest apologies for any inconvenience you may have encountered during your recent withdrawal process. Your satisfaction and seamless gaming experience are of utmost importance to us, and I deeply regret any delays or complications you've experienced.

Upon reviewing your recent withdrawal request, it has come to our attention that there were unforeseen delays with the bank transfer option you selected. As a result, your withdrawal was unfortunately canceled.

However, I am pleased to inform you that we have identified an alternative solution to expedite your withdrawal process and ensure you receive your funds promptly. You now have the options to withdraw using your VISA or MASTERCARD, which are available to you effective immediately. By opting for any of these methods, we can ensure a faster transaction, and you will see the funds reflected in your VISA or MASTERCARD account shortly after processing.

Once again, I sincerely apologize for any inconvenience this situation may have caused you. Rest assured, we are committed to providing you with the best possible gaming experience, and we are constantly striving to improve our services to meet your needs better.

Should you have any further questions or require assistance with your withdrawal, please do not hesitate to contact our dedicated customer support team, who will be more than happy to assist you, or you can contact me directly.

Thank you for your understanding and continued support.

Kind regards,

Lara

VIP manager

Golden Genie Casino

Dear johntilley, 

thanks for the update. Were you able to request another withdrawal in accordance with the Golden genie Casino instructions, please?

Yes i was however i am still waiting for the money and i have contacted Lara back just confirm has this money has been sent, but unfortunately again no reply.

Dear johntilley, 

thanks for the update.

Since it may take up to 14 days for withdrawals to arrive, let's now wait. In case there is any new development, please do not hesitate to contact us.

Ok will do

Hi Guys great news i have received the £230 so all good Thanks for your assistance 🙏

Thank you, johntilley, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.