Golden Genie Casino - Гравцю загрожує закриття рахунку після запиту на зняття коштів.

THIS INVOLVES THE GOLDENGENIE CASINO.

Yesterday, I initiated a withdrawal. Today, the account is locked. Support is not responding. Nothing. I made three deposits there, but only won something yesterday. The account verification was complete.

Please help.

ES GEHT UM DAS CASINO GOLDENGENIE.

Ich habe gestern eine Auszahlung veranlasst. Heute ist das Konto gesperrt. Support antwortet nicht. Nichts. Ich habe dort 3 mal einzahlt, aber erst gestern etwas gewonnen. Die Verfizierung des Kontos war vollständig.

Bitte um Hilfe.

Dear Klaus91,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• Is this the correct link to the website https://www.goldengenie.com/?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello

1. the registration took place approx. 1 week ago.

2. Slot machines

3. Without bonus

4. That's the link, right.

What relevant information do you mean exactly?

Hallo

1.die Registrierung erfolgte vor ca. 1 Woche.

2. Spielautomaten

3. Ohne Bonus

4. Das ist der Link, richtig.

Was für relevante Informationen meinen Sie genau?

Hi Klaus91,

I was wondering if you could provide any supporting evidence indicating the success of your verification, such as live chat transcripts or any additional information that may help us better understand and resolve this issue.

Thank you.

Hello,

Here is the only screenshot I have that shows my account is verified.

The live chat does not send a copy by email etc.

Best regards

Hallo,

Hier ist der einzige Screenshot den ich habe, der darlegt, dass mein Konto verfiyed ist.

Der Live Chat schickt keine Kopie per Mail etc.

Mit freundlichen Grüßen

Thank you very much, Klaus91, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much

Danke sehr

Hello, Klaus91!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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 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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team