The player from Germany attempted to withdraw 500€ via Litecoin and never received confirmation. Customer service initially advised them to wait, but there was eventually no record of the withdrawal while a chatbot still indicated it was in progress. We received information that the player had mistakenly identified the casino and intended to complain about a sister casino. The player apologized for the confusion and requested the complaint to be closed. The complaint was closed as per the player's request.
Golden Genie Casino - Player’s withdrawal is delayed and unrecorded.
Amount: €500
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
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
In mid-June, I made a withdrawal of 500€ via Litecoin. Even back then, I didn't receive any confirmation, which I found odd. Customer service said it wasn't a problem and that I should just wait. It also always indicated that a current withdrawal was in progress. Today, I wanted to ask about the status, and suddenly there was no record of a withdrawal ever being made. Now I understand why I never received a confirmation. Customer service was extremely unfriendly and not helpful at all. Additionally, the chatbot still states that my withdrawal is in progress.
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2 months ago
Dear Tobias.D,
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 before?
- Could you please advise if you have any other proof that you requested this withdrawal or accumulated these winnings (screenshot of withdrawal history, game history, etc.)?
- Did you accumulate your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Hello, I have never withdrawn from the site before. No, unfortunately I have no proof because I was told to just wait. The only proof would be the chat history with a service employee at the time who confirmed that everything was fine with my withdrawal. However, they refused to send me the old chat. I had a bonus but I had already played through it several hours before and it was €500 in real money. The withdrawal was also requested.
Kind regards
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2 months ago
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The 30-page gameplay should also prove that I still had €500 in my account at the end of the game. And that can't just disappear. Maybe that will help.
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2 months ago
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I have to apologize to everyone involved. I made a massive mistake. I mixed up the casinos. I meant a sister casino that has the same overlay.
I would like to expressly apologize for this. It was never my intention to wrongly accuse anyone.
I hope this case can be closed
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2 months ago
Thank you for your reply, Tobias.D. I can change the casino name here in this specific complaint if you wish. However, if you want to close this complaint, I can do so. Please let me know how you wish to proceed.
