GenieJackpot Casino - El retiro del jugador se ha retrasado.

Hello,

Im here to write a complaint to Genie jackpot casino.

I played here months ago and managed to wager the bonus and have a withdrawal active right now of 3300 USD.

The verification process have been long but I have finally finished all of the steps according to live chat.

Even though ive verified everything the withdrawal I have active is still not being processed !

Im being told by live chat to send email to the economy department directly but they never respond to me and now weeks have passed !

I dont think this is professional behavior from the site and therefore ask for help from Casino guru to help with this matter.

Dear Karrolina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards,

Kristina

Hello,

Ive made several withdrawals none have been paid out though.

The first withdrawal I made was 2024-11-20 which was declined and the latest withdrawal that is still pending I made 2024-12-29 and its not been paid yet. So this process has been going on for a long time unfortnately.

Hope this answered your questions and dont hesitate to ask more 🙂

/Karrolina

Thank you very much for your reply, Karrolina. When was the last time you discussed this issue with the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

The last time now I had any contact was 2025-01-30. I feel like talking to the live chat support dont lead anywhere as they just give the same answers all the time. At the same time weeks have past just to process a withdrawal.

Im sending all the screenshots I have.

Thanks!

Thank you very much, Karrolina, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@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.  

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

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

Hello Jana,

Thank you I will await your reply 🙂

/Karrolina

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.

Ok guys I will continue to wait for the reply, thank !

/Karrolina

Dear Karrolina,

I contacted live chat of GenieJackpot Casino and got another email which might be helpful in resolving the complaint. Please allow some time for the casino to react. I will inform you about any development.

Dear Karrolina,

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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Board Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana