Golden Genie Casino - A desistência do jogador está atrasada.

Complaint Description:

I am submitting a complaint regarding a delayed withdrawal of €2,000 from Golden Genie Casino (License 34389464EU, domain goldengenie35.com).

Timeline:

• December 11 – initial withdrawal request.

• January 20 – funds returned to my gaming balance without explanation.

• January 21 – new withdrawal request submitted with a transaction ID.

• More than 21 business days have passed with the withdrawal still under review and no transfer confirmation.

Additionally, after a platform update my transaction history prior to January 2026 is no longer visible, but the operator should be able to verify financial logs internally.

I request verification of all transaction logs and immediate release of my funds.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues. I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

• Could you please advise if you've ever received any winnings from this gambling establishment?

Thank you in advance for your cooperation and reply.

Best regards,

Kristina

Yes, of course, the withdrawal was the very next day, no problem. I've been using this site for a very long time. I understand everything, but this is not right. We make deposits, and if there are winnings, please pay them out. Isn't there any way to influence them? This is pure fraud. Thank you for your attention.

Да, конечно был вывод на следующий же день, без проблем. Я пользуюсь этим сайтом очень долгое время. Я все понимаю но так же нельзя, мы делаем депозиты и если есть выигрыш, будьте любезны их выплачивать. Неужели нельзя как то на них повлиять?Получается чистой воды мошеничество. Спасибо вам за ваше внимание

Thank you for your reply, Laliko77. Unfortunately, I would like to inform you that since this casino has 25+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. 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, it seems to be a common practice of Golden Genie Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous 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 to resolve 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.