Every time I go to withdraw, they claim there is some sort of technical issue and funds are returned back to my account. This has happened 4/5 times over a few weeks. Their online chat support just regurgitates the same copy and pasted message with no real help at all.

I'm worried this is a fraudulent website that doesn't actually pay out winnings, I've tried all of these withdrawals through my bank account.

I've deposited a lot onto this website and played a lot here, this is my first time withdrawing, my account is fully verified and there is no real reason for them to actually block my withdrawals.

Support email has not been helpful at all and again just send the same copy and pasted email, I don't actually believe they are having technical problems at all and are just using it as an excuse to not pay out winnings and have people gambling their winnings again.

I've attached multiple screenshots from emails stating my withdrawal has been returned etc.

I've not really got any other choice than to make a complaint here as nothing is getting done, communication is awful and the live chat does not help at all and they end the conversation before you can finish talking to them.

Below are withdrawal IDs and reason for cancellation

34375158 Withdrawal (SymocoW Visa)14 May 2024 09:24 - 1200 Canceled Set by admin - Returned 1308.91

34114741 Withdrawal (SymocoW Visa)10 May 2024 06:56-800 Canceled Set by admin - returned 801.65

33947598 Withdrawal (SymocoW Visa)08 May 2024 11:54-500 Canceled Set by admin - returned 500.16

33798946 Withdrawal (SymocoW Visa)07 May 2024 07:37-610 Canceled Set by admin - returned610.58

I currently have a pending withdrawal again which I have made for the 5th time.

Dear jvvck300,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Could you please advise if you passed the full KYC verification?

Have you tried requesting your withdrawal through a different payment method?

Has the casino informed you when would the technical issue with the payments be fixed?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I am fully verified which the casino is aware of as its stated on my account, but no I have not been able to withdraw, I’ve seen reviews online that many people are experience this same issue with this casino.

there’s no reason for them to be lying about technical errors, I suspect it’s just a fraudulent site but I have no idea how they’re allowed to operate and take peoples money if that is the case

Thank you very much, jvvck300, for your cooperation. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Golden Genie Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear jvvck300, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Golden Genie Casino outside this complaint thread and let you know any new information once I receive it.

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 jvvck300, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Golden Genie Casino received a ‘1.8 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.