Golden Genie Casino - Player's withdrawal is delayed.

I won 300 pounds and withdrew it exactly 21 working days ago from this point of me writing this complaint now

I had known the reputation of this casino I would have never used it and I’m kicking myself to death for using them

I have contantsly contacted them through the live chat to seek an update to constantly get the same answer

me thinking that I would receive the money I have got myself into financial problems now which are causing me a lot of trouble

can someone please help me

I’m not sure how all this works regarding help from yourselves so please get in touch with me however you can to help

thanks

Dear bradwebb100,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and I understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.  

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually. 

Could you please forward a screenshot of your withdrawal request to dominika.l@casino.guru?  

Thank you in advance for your cooperation and reply. 

Best regards, 

Dominika

Thank you so much for contacting me

i really appreciate your help massively

i sent over screenshots of all my correspondence with them over the last 3 weeks that’s you require and the withdrawal receipt email

let me know you have received please

and thanks again

Brad

Dear bradwebb100, do you have any updates regarding the withdrawal, please?

I keep getting the same response

this is disgusting that they can get away with it

5 weeks today I’ve been waiting

has anyone actually ever had a successful withdrawal from them ?

Dear bradwebb100,

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 casino's overall rating. 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 to resolve any kind of issue have died as the number of complaints grew. We strictly recommend staying away from Golden Genie Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.