The player from the United Kingdom had requested a withdrawal one month prior, but it remained unprocessed. Initial contact with the casino yielded a standard response to be patient, while subsequent inquiries received no replies. The player noted a lack of transparency regarding the status of the withdrawal request. The Complaints Team was unable to resolve the issue due to the casino's repeated lack of cooperation, leading to the closure of the complaint as 'unresolved.' The casino's unresponsiveness was noted as a common practice, and it was advised to avoid Golden Genie Casino.
Golden Genie Casino - Player’s withdrawal has been delayed.
Black points: 241
Amount: £1,000
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
Withdrawal not processed
first time I contacted the casino I got a standard copy and paste to be patient
second time there is no reply at all
please note that although it does say I have a pending withdrawal there is not actually anywhere on the site where you can see a record of your withdrawal request with amount and date
I think that this is on purpose I am relying on my memory as to date of withdrawal but they said that the withdrawal could take 21 days( not including weekends) and I had worked out when the time was up and it definitely is now
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2 weeks ago
Hello Lindaloola123,
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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2 weeks ago
Yes it is a verified account
winnings were with real money
I have asked for reasons for the delay in my last email but not received a reply
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2 weeks ago
Dear Lindaloola123,
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.
