HomeComplaintsGolden Genie Casino - Player’s withdrawal has been delayed.

Golden Genie Casino - Player’s withdrawal has been delayed.

Black points: 72

Amount: €220

Golden Genie Casino
Safety Index:Very low
Submitted: 07 Feb 2024 | Unresolved : 03 Apr 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 month ago

The player from Italy had a withdrawal pending since January 3rd. Despite having contacted customer service, he had received no progress updates. His account was verified, and the withdrawal didn't involve any bonus usage. It was his first time playing at this casino and he had not made any previous withdrawals. His account was not blocked. Despite our team's efforts to contact the casino and resolve the issue, there was no response from the casino. As the casino operated without a valid license and didn't refer to any ADR service, we were unable to take the issue to a gaming authority. The complaint was marked as 'unresolved' in our system which might have negatively affected the casino's rating.

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3 months ago
Translation

Hi, I have a pending withdrawal at the mentioned casino since January 3rd and sadly, I've received no updates. Worse, when I contact customer service through live chat, it feels as though I'm speaking with a bot. They keep giving me the same responses, no matter what I write to them. To quote, "You will be contacted via mail as soon as we receive feedback from our financial department."


Can you assist me? I have a verified account with them and it's a regular withdrawal, without any bonus usage or anything similar.

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3 months ago

Dear investorlub,

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?
  • When was the last time you were in contact with casino support?
  • Do I understand correctly your casino account is currently blocked?

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

Edited by a Casino Guru admin
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3 months ago
Translation

Have you made successful casino withdrawals in the past? It's the first time I've played at this casino, I've never made withdrawals until now

When was the last time you were in contact with casino support? This morning, but as already mentioned, they always reply to me using the same answer, that I will be contacted via email, but weeks have passed and no one has ever contacted me

Did I understand correctly that your casino account is currently blocked? My account is up and running

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3 months ago
Translation

This is my withdrawal

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3 months ago

Thank you very much, investorlub, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

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3 months ago

Hello investorlub,


This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible. Meanwhile, if you have any updates regarding your withdrawal, please let us know.


Now I would like to invite Golden Genie Casino representative to join this conversation and participate in the resolution of this complaint.


Kind regards,

Dominika

Casino.Guru

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3 months ago
Translation

Hi Dominika, unfortunately I don't have any updates, the casino in question never got in touch with me

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2 months ago

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.

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2 months ago
Translation

I was scammed right? Is there anything I can do to get my money back?

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2 months ago

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.


Best regards,

Dominika

Casino.Guru

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