Hi, I have a pending withdrawal at the mentioned casino since January 3rd and sadly, I've received no updates. Worse, when I contact customer service through live chat, it feels as though I'm speaking with a bot. They keep giving me the same responses, no matter what I write to them. To quote, "You will be contacted via mail as soon as we receive feedback from our financial department."

Can you assist me? I have a verified account with them and it's a regular withdrawal, without any bonus usage or anything similar.

Ciao, ho un prelievo in sospeso sul casino menzionato dal giorno 3 gennaio, purtroppo non ho mai ricevuto aggiornamenti. Anzi, quando contatto il servizio clienti in live chat, si ha l'impressione di parlare con un bot. Ti danno sempre le stesse risposte, qualsiasi cosa io gli scriva, la risposta è sempre la medesima, copio e incollo: "You will be contacted via mail as soon as we receive feedback from our financial department."

Potete aiutarmi? Ho l'account verificato con loro, è un prelievo normalissimo, senza uso di bonus o cose simili

Dear investorlub,

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?
• When was the last time you were in contact with casino support?
• Do I understand correctly your casino account is currently blocked?

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

Have you made successful casino withdrawals in the past? It's the first time I've played at this casino, I've never made withdrawals until now

When was the last time you were in contact with casino support? This morning, but as already mentioned, they always reply to me using the same answer, that I will be contacted via email, but weeks have passed and no one has ever contacted me

Did I understand correctly that your casino account is currently blocked? My account is up and running

Hai effettuato prelievi con successo dal casinò in passato? è la prima volta che gioco a questo casino, non avevo mai effettuato prelievi fino ad ora

Quando è stata l'ultima volta che sei stato in contatto con il supporto del casinò? Stamattina, ma come già detto, mi rispondono sempre utilizzando la stessa risposta, che verrò contattato via mail, ma sono trascorse settimane e nessuno mi ha mai contattato

Ho capito bene che il tuo conto casinò è attualmente bloccato? Il mio conto è attivo e funzionante

Thank you very much, investorlub, for providing the necessary information. I will now transfer your complaint to my colleague Dominika ([email protected]) 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 investorlub,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible. Meanwhile, if you have any updates regarding your withdrawal, please let us know.

Now I would like to invite Golden Genie Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

www.kpvfaw.com

Hi Dominika, unfortunately I don't have any updates, the casino in question never got in touch with me

Ciao Dominika, purtroppo non ho nessun aggiornamento, il casino in questione non si è mai messo in contatto con 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.

I was scammed right? Is there anything I can do to get my money back?

Sono stato truffato vero? non c'è niente che possa fare per ricevere i miei soldi?

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,

Dominika

www.kpvfaw.com