Golden Genie Casino - El reintegro del jugador se ha retrasado.

I am based in the UK.

I requested a withdrawal of £850 on the 23rd.

My account is fully verified, and no bonus was used.

It has now been over 7 days, and the withdrawal has not been processed. The casino repeatedly stated that my withdrawal is "under review" but has not explained what is being reviewed and has not provided any timeline.

I contacted the casino again by email and received no response. Live chat support previously gave only generic replies and closed the chat without resolving the issue.

I have not received any email requesting bank details, which the casino claims is required before payout.

I am requesting assistance to resolve this matter.

Resolution you’re seeking

I am requesting that the casino either processes my withdrawal immediately or provides a clear explanation and a specific completion date.

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Dear Yohlandder,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino replied after I opened this complaint, stating that withdrawals can take 7–21 working days due to volume.

However, they did not address my specific withdrawal, did not explain what is under review, did not provide a date, and still have not requested my bank details.

This response appears to be a generic message and does not resolve the issue.

The casino replied again stating my withdrawal status is "Awaiting" and is still going through internal checks by their financial team.

They did not provide a reason for the delay, did not explain what checks are being performed, and did not provide any timeline for approval or for requesting withdrawal details.

The withdrawal remains unpaid.

Dear Yohlandder,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for checking in. Unfortunately, I have still not received my withdrawal and there have been no further meaningful updates from Golden Genie Casino.

My account remains fully verified, no bonus was used, and the withdrawal requested on the 23rd is still unpaid. The casino has not provided a clear explanation, timeline, or request for bank details since their last generic response.

I would appreciate any further assistance or intervention you can provide.

Kind regards,

Yohlandder Delecia

Dear Yohlandder,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for ${casinoName} to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Golden Genie Casino . I wish I could be of more help. 

The casino can reopen this complaint anytime.

Karla