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

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

Black points: 239

Amount: £1,000

Golden Genie Casino
Safety Index:Very low
Submitted: 07 Nov 2024 | Unresolved : 20 Nov 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

13 hours ago

The player from the United Kingdom had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had attempted to mediate with the casino regarding the delay but found that the casino had a pattern of not responding to complaints. As a result, the complaint was closed as 'unresolved,' and the player was advised to avoid Golden Genie Casino due to its lack of cooperation.

Public
Public
1 week ago

I been wanting on a £1000 withdrawal from golden genie when asked about the withdrawal they told me to be patient and blocked me from the live chat and the also don not respond to emails

Public
Public
1 week ago

Dear Mcqueen1314,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Public
Public
5 days ago

Dear Mcqueen1314,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Public
Public
5 days ago

There has been no payment as of yet and the casino still gives the same response the be patient

Public
Public
14 hours ago

Dear Mcqueen1314,

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. 

Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news