Hello.

I played at a casino called: Golden Genie, and I was told that withdrawals would take 7-21 business days (which is long enough as itself). Now my withdrawal has been "awaiting" for 32 business days and I feel like the live chat customer support is not willing to really do anything about it, despite me contacting them every day about my withdrawal. The only thing they have done is send "urgent emails" to the financial department about my withdrawal. But they have been sending those "urgent emails" for three weeks now and nothing has happened. I’m really concern about my withdrawal. My withdrawal amout is 978 euros, so A LOT of money (atleast for me). I have not been able to pay my rent because they have not paid me in time. Now my landlord is theatening me that if I don’t pay now, I will be homeless. And I don’t want to be homeless because a casino did not pay me back… could you help me with this please? You can contact me via this email address that I am contacting you. I would really appreciate you’r help with this since I feel really powerless and helpless with this matter. Thank you if you can help me!

Best regards: Ella E******

Dear Ellaalina97,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than one month is an unusually long time.

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

Best regards,

Petronela

Hello. Thank you for your answer. I will reply you point by point.

Here are my answers:

Do I understand correctly that the withdrawal is still pending inside your account without being processed? -Yes

Have you been advised why you can’t withdraw your winnings? -They said there is some delays with withdrawals, did not tell me why

Is it an internal casino system issue, or it’s related to your account only? -They claim that the are many withdrawals been delayed, again, they did not tell me why

Were your winnings accumulated with or without an active bonus? -I played with their welcome bonus (first deposit bonus)

Hello,

Its now been 37 business days and my withdrawal still is not completed. They just say "sometimes withdrawals take a little longer". I think 37 business days compared to 21 is not "little longer"...

Thank you very much, Ellaalina97, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Ellaalina97,

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 clarify, why the player hasn't received his winnings?

Thank you in advance,

Mirka

Hello,

In a week it has been two months since my withdrawal request and they STILL have not completed my withdrawal. I am starting to be REALLY worried about my money. 978 euros is A LOT of money for me and I need that money to pay my rent before they evict me and I will be homeless...

Dear Mirka,

Is it possible for you to try to contact Golden Genie Casino directly?

Now they are saying that the casino "has a right to prolong the withdrawal process"... at first before I made deposit they told me that 21 business days is maximum time for withdrawal, and they said NOTHING about possibly prolonging the process. Now its been double that 21 business days (42) and they still have not completed my withdrawal even though it has been TWO MONTHS since my withdrawal request but now they are only saying that they have a right to prolong the process (which they did not mention before I made my deposit). Guess they just wanted to take my money and not pay me my withdrawal of 978 euros. If they do not pay me soon I will be homeless because I have not been able to pay my rent (and other bills) because they have not completed my withdrawal. With that almost 1000 euros I could easily pay my rent and other bills but I need them to ACTUALLY PAY ME WHAT THEY OWE ME.

Please help me!

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 Ellaalina97,

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