Golden Genie Casino - Player's withdrawal is delayed.

Hi,

I have been waiting for a withdrawal of £565 from goldengenie.com since the 26th of April.

my account is fully verified, I was not using bonus funds only my own money and I have never made a withdrawal from this site before.

I keep trying to contact through the live chat option but I am continuously cut of after asking a singular question and face extremely rude staff. How do I actually get this withdrawal as I have seen some people have managed to do so?

I have asked on the live chat option to for the withdrawal process to be explained to me but they just send an automatic response each time explaining it’ll take 7-21 days to progress, I pointed out it states on the site a bank transfer will take 24-48h to process but They responded saying it’ll take 48h for the withdrawal to be accepted then a further 21 working days to be processed, which makes no sense? Truly don’t understand this as I have had multiple casino sites before none with this issue.

have I been scammed out of my money or is their a way for me to receive the £565 I have withdrawn?

Hello Tommyg32019,

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 since when is your account fully verified? What kind of payment method did you use to withdraw your balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick!

my account has been fully verified since the start of April(estimate). I used a bank transfer to withdrawal the £565.

I spoke to the site last night through the live chat option, i had asked how my withdrawal was coming along and how much longer I should expect to wait as it’s been a while, I was told I need to be patient and that the withdrawal will take 7-21 days to be processed and ended the chat very suddenly. I went back onto the live chat feature and had said The live chat was cut off they replied ‘yes’ and ended it again.

Thank you Tommyg32019 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Tommyg32019,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Golden Genie Casino representative to join this conversation.

Dear Golden Genie Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi,

I have just received an email from Someone called Matt at golden genie saying:

"Due to an unforeseen issue with our banking services, we regret to inform you that temporarily we were unable to process your withdrawal through the bank transfer method".

In this email he had said he has cancelled my withdrawal request and I am to put a new one through as a visa payment and I will receive my withdrawal instantly. I have done what was asked and I still did not receive my withdrawal, I went onto the Live Chat option where I have been advised I need to wait a further 7-21 working days for my withdrawal to undergo processing AGAIN before I receive my withdrawal.

I am beyond furious!

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.

Okay, if the do not respond what should I do regarding my withdrawal? Is their anyway or any steps I can take to ensure I receive it?

Dear Tommyg32019,

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,

Mirka