The player from the United Kingdom had requested a withdrawal over a month ago and had completed the identity verification, but the funds remained pending. Attempts to escalate the issue through chat resulted in being cut off. The Complaints Team had closed the complaint as 'unresolved' due to the casino's consistent No Reaction Policy towards multiple complaints, indicating a lack of responsiveness. The player was advised to avoid Golden Genie Casino due to these ongoing issues.
Golden Genie Casino - Player’s withdrawal is delayed.
Black points: 249
Amount: £1,096
Golden Genie Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.2
Golden Genie Casino has a Safety Index of 1.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
6 days ago
Public
Public
2 weeks ago
I have submitted a withdrawal, i was asked to prove identity which i have done and has been accepted, I asked for the oney and it has been pending for 6 weeks, every time i try to escalate or ask a question in the chat i just get cut off
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Public
1 week ago
Dear Wiggler867,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and 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 tomas@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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6 days ago
Dear Wiggler867,
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" 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, it seems to be a common practice of Golden Genie Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous 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 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.
