Golden Genie Casino - Player's withdrawal was cancelled without explanation.

I put deposit about £450 and won some I requested withdraw on 29/12/2923 amount £550 and after that a week my withdrawal it’s said completed and than in the next day it’s said cancelled and returned so I requested a withdrawal again and till now still awaiting on status no live chat help just can’t even get connect to them. Sent them a several emails but no response at all read reviews about the casino and lot people said it’s scam site I just want my money back but doubt I’ll get it back now with fake license casino

Dear nomore98900,

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 from the casino in the past?
• 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,

Tomas

Hi yes my withdrawal one was said completed but than next day they returned it back to my account so I requested new withdrawal straight away

I deposit without any bonus or any code and never opt in any bonus at all.

Yes my account is verified.

thank you

Is there any record of your withdrawal request and of your correspondence with the casino regarding the issue?

Could you please share screenshots here, or send the information to my email at tomas@casino.guru?

Thank you very much, nomore98900, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear nomore98900,

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 more information about this case?

Thank you in advance,

Mirka

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 nomore98900,

I have tried to contact the casino through their support e-mail, 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