Golden Genie Casino— player complaints: 6 in English

The player from Italy reported an unusual situation involving his €40 deposit and a €160 bonus at the casino. After requesting the cancellation of the bonus, he was informed that doing so would result in the loss of his entire balance. After playing and returning to the home page, he found that his real-money winnings were automatically converted to bonus balance, and he questioned the legality of this practice. We reviewed the bonus terms and confirmed that winnings obtained while a bonus was active were credited to bonus balance and that canceling a bonus also removed any winnings made with it, so the casino’s action was in line with its stated rules. As the casino did not respond to our mediation attempts, the complaint was closed as unresolved.The player from Italy reported an unusual situation involving his €40 deposit and a €160 bonus at the casino. After requesting the cancellation of the bonus, he was informed that doing so would result in the loss of his entire balance. After playing and returning to the home page, he found that his real-money winnings were automatically converted to bonus balance, and he questioned the legality of this practice. We reviewed the bonus terms and confirmed that winnings obtained while a bonus was active were credited to bonus balance and that canceling a bonus also removed any winnings made with it, so the casino’s action was in line with its stated rules. As the casino did not respond to our mediation attempts, the complaint was closed as unresolved. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 12 Sep 2026 | Unresolved : 22 Sep 2026Automatic translation:

The player from France had been waiting over a month for a €550 withdrawal from Golden Genie, despite having a fully verified account and approved KYC. After canceling the initial request, he attempted to withdraw €450, which he urgently needed for his daughter's medical operation, but customer support provided only automated responses without a specific resolution. He confirmed he had not received any winnings from this casino so far. We closed the complaint as unresolved because the casino followed a no-reaction policy and ignored our repeated attempts to mediate the withdrawal issue.The player from France had been waiting over a month for a €550 withdrawal from Golden Genie, despite having a fully verified account and approved KYC. After canceling the initial request, he attempted to withdraw €450, which he urgently needed for his daughter's medical operation, but customer support provided only automated responses without a specific resolution. He confirmed he had not received any winnings from this casino so far. We closed the complaint as unresolved because the casino followed a no-reaction policy and ignored our repeated attempts to mediate the withdrawal issue. Written by KristinaComplaint Resolution Center Team Lead Submitted: 06 Sep 2026 | Unresolved : 08 Sep 2026Automatic translation:

Player's withdrawal is delayed. [Withdrawal] — waiting_for_casinoguru

Player’s withdrawal is delayed. [Withdrawal] — no_react_reg_bad

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The player from the United Kingdom had a pending withdrawal of £702.75 requested on June 21, 2026, which had been pending for 23 days despite her account being fully verified. She had contacted customer support and her VIP manager but had only received generic responses without any specific timeframe for payment. We were unable to resolve the complaint because the casino was under a repeated No Reaction Policy and had ignored our attempts to obtain an explanation. As a result, the complaint was closed as unresolved and the casino’s rating was affected.