The player from the United Kingdom had made a withdrawal over seven weeks ago but had not received any funds. The casino's representatives had repeatedly shut down the chat and offered no specific reason for the delay. The withdrawal remained pending on the player's account. Despite her account being verified, her documents had not been. This was her first withdrawal request and she had used an active bonus to accumulate her winnings. Her husband, who also had an account at the same casino, had successfully made withdrawals. We had attempted to contact the casino multiple times but received no response. As the casino operated without a valid license and did not refer to any ADR service, we marked the complaint as 'unresolved'. We had advised the player to choose casinos based on their reviews and ratings in the future.
Golden Genie Casino - Player's withdrawal is pending.
Black points: 129
Amount: £1,150
Golden Genie Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
I made a withdrawal on the 28th December and am still waiting for my money. When I go on the chat they tell me to be patient and shut the chat down. This has happened on several occasions. They won't tell me why I've not had my money and it is still on my account as a pending withdrawal. I've emailed thr manager over a week ago and had bo reply.
Dear Knighty80,
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 confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
This is my first withdrawal from golden genie.
My account has been verified but I don't think my documents have. When my husband made withdrawals they asked for his documents then.
I won the money on 2 different transactions both of which had a bonus attached, however I completed the required wagering. I made one withdrawal then cancelled that when I won again and combined the 2 amounts.
My husband has played this site and made 2 withdrawals after mine for roughly 500 each time and he has had his money. His included a bonus also that needed wagering. So I don't understand why mine is taking so long
Thank you for your reply, Knighty80. Do I understand correctly that you and your husband both have accounts at this casino?
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
I have emailed you photos of some of the conversations I've had with golden genie and emails I have sent.
My withdrawal is still pending, I have attached a photo of this also.
My husband does have an account with golden genie also and has had his withdrawals. I am unable to find the transaction history of my withdrawals.
Thank you very much, Knighty80, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Knighty80,
I'm Michal, and I have taken over your complaint. I have reviewed this case and just so you know Golden Genie Casino was not very cooperative with us in resolving player complaints in the past, so the outcome of your complaint is rather uncertain. I will still try to contact the casino to shed more light on this matter
We would like to invite Golden Genie Casino to join the conversation.
Dear Golden Genie Casino,
Could you kindly furnish details explaining the reason for the delay in processing the player's withdrawal?
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.
Dear Knighty80,
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,
Michal
Casino Guru
