I have still not been paid out I keep getting told I will receive an email but never do, no one can explain to me why I've not received my money yet

Hello curtisblake1234,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Genie Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi yes my account is verified and has been verified for about 2-3 weeks I can't see exactly when. The money I won was using money I deposited without a coupon or bonus and I spoke to the casino yesterday, that was asking about my withdrawal and trying to get an answer as to why it hasn't been completed yet, it has been over 14 days as it was requested on the 26th of February 2024 a d my account was verified I believe on the same day

Thankyou for your help

Thank you curtisblake1234 for all the information provided. I will now forward your complaint to my colleague Dominika ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thankyou much appreciated

Hello curtisblake1234,

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 perfect thankyou much appreciated, and no worries hopefully we can get this sorted and paid out

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.

So what happens to me not getting paid if they don't reply? I can imagine they won't reply because they know they won't have to pay out? Do I just lose out?

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