The player from the United Kingdom had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout had not been received yet. The Complaints Team had informed the player that withdrawal processing could take up to 14 days and might be delayed due to KYC verification or a high volume of withdrawal requests. The player had been advised to wait and cooperate with the casino. The Complaints Team extended the response time by 7 days, but the player did not respond. As a result, we were unable to investigate further and had to reject the complaint.
Golden Genie Casino - Player’s winnings haven’t been received yet.
Amount: £150
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Hi this casino is stealing money from people point blank refusing to give me a reason for not giving me my withdrawal
Public
Public
9 months ago
Dear GSMITH96X,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
