Complaint #1 Genie Jackpot Casino

One month struggling with verification

By Patrik L.

1 year ago

Message on forum

About one month ago i won 2355 USDC i want to withdraw. I started the verificationprocess immediatelly. They have 4 levels you have to pass. Every level is one document like adressproof and id etc. When you upload one document you have to wait some days to get it approved before you can upload next document. (at least i had to) Anyway ive gone after onr month to level 4. But now im totally stuck. The document they want now is proof of the deposit to the casino. Ive uploaded proof of the transaction in diffrent ways but they never accept it. Document directly from my wallet and document from blockchain etc. AND they dont tell me whats wrong with it. What can i do? I have absolutelly no idea anymore.

Disputed Casino Genie Jackpot Casino

Reason Verification issues

Amount $2355

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Genie Jackpot Casino

• Representative

1 year ago

Dear AskGamblers Team and Putriknr1,

Thank you for confirming that you have received your funds. We are glad to hear this matter has been resolved.

We would like to clarify that the extended timeline for this case was primarily due to delays in meeting KYC requirements. As a regulated platform, we are required to follow strict compliance procedures to ensure the safety and security of all users. Unfortunately, if KYC requests are not fulfilled promptly or if documents are submitted incorrectly multiple times, it can significantly lengthen the process.

We appreciate your understanding and cooperation as we worked to finalize this matter. If you have any additional concerns, we remain available to assist.

Kind regards,
Ian

Putriknr1

• Sweden

1 year ago

I have finally received my funds.

Thank you so very much askgamblers!

AskGamblers

• Support Team

1 year ago

Dear @Putriknr1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Genie Jackpot Casino Complaint Stats

Resolved 1 / 4

Avg. Amount $2,599

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Genie Jackpot Casino Complaints

See all complaints for this casino

Payment delay for 2 weeks

The casino has been delaying my payment by 2059 $ for two weeks, and the support service has not responded to emails or chat requests. My account has been verified and I have provided all the requested documents. I've been trying to figure out for two weeks when my withdrawal request will be processed, but no one at this casino has given me feedback. I do not know how to solve this problem, and therefore I Askgamblers to help me in this matter.

Unresolved

$2,059

Unable to withdraw despite wagering requirement being fulfilled

On May 21, 2025, I deposited 250.02 USD, equivalent to 936.915931 TRX, into my casino account, without receiving any bonus. Since then, I have wagered a total of 1987 USD within the casino. The casino's terms of service state in provision 5.6.: "As a prevention of money laundering, a deposit must be wagered at least 3X before a withdrawal can be made," without specifying restrictions on certain games or exclusions.

However, despite clearly fulfilling this 3x wagering condition, the withdrawal attempt continually triggers an error message stating that the requirement has not yet been fulfilled. I have contacted customer support via chat to clarify this issue. In response, they claimed that certain games do not contribute towards wagering requirements, although this aspect is not indicated or provided for in provision 5.6. of the terms of service or elsewhere.

Additionally, customer support via email has been unresponsive to my requests for clarification regarding this issue. Given the circumstances and my compliance with all listed wagering requirements in the terms of service, I simply seek to withdraw my current casino balance without further delay or impediments imposed by the casino’s system or customer service.

Unresolved

$1,987

Withdrawal pending for over 2 months

Dear AskGamblers Team,

I am seeking your assistance in expediting my withdrawal, which has now been pending for nearly three months.

In late November 2024, I registered an account with Genie Jackpot Casino, completed Level 1 to Level 3 KYC verification, and made a deposit of 10,000 USDT (ref: genie_deposit_history.png).

On December 1, 2024, I submitted a withdrawal request for $10,000 (ref: geniejackpot_withdrawal_history.png). However, it was rejected, and I was required to complete Level 4 and Level 5 KYC (ref: kyc_request_email_2024-12-02_redacted.png). I submitted the requested documents and waited.

I received no updates for weeks, so on December 26, 2024, I emailed the casino to inquire about the status of my KYC verification (ref: kyc_follow-up_2024-12-26_redacted.png). I received what appeared to be an automatic confirmation email acknowledging my inquiry (ref: autoreply_kyc_follow-up_2024-12-26_redacted.png).

After receiving no further updates, I contacted live support on December 30, 2024 (ref: live_support_kyc_follow-up_2024-12-30_redacted.png). I was informed that my case had been forwarded to the finance team for verification.

Again, I received no updates, so on January 11, 2025, I contacted live support once more. This time, I was told that my verification was complete and that I was free to withdraw my funds. Consequently, I submitted a withdrawal request for my remaining balance of approximately $3,995 (ref: geniejackpot_withdrawal_history.png), having unfortunately lost a significant portion of my initial balance in the meantime.

However, on January 12, 2025, this withdrawal request was also rejected. I contacted live support again and was once more told that I was free to make a withdrawal request. Following this, I submitted a final withdrawal request on January 12, 2025 (ref: geniejackpot_withdrawal_history.png).

Since then, I have received no payment and no updates, despite the casino's Terms and Conditions (Section 6.5) explicitly stating that "All withdrawals are usually instant."

On January 22, 2025, I contacted live support again (ref: live_support_withdrawal_follow-up_2025-01-22_redacted.png) to inquire about the delay. I was informed that my case had been escalated to the finance team.

After receiving no resolution, I reached out once again on January 27, 2025 (ref: live_support_withdrawal_follow-up_2025-01-27_redacted.png). Once again, I was simply told that my case had been reported to the finance team.

Another week passed with no updates or payment, so on February 3, 2025, I sent a follow-up email requesting the payout of my funds (ref: withdrawal_follow-up_email_2025-02-03_redacted.png). I have not received any response.

At this point, I find it completely unacceptable that my withdrawal has been subject to not only a month-long KYC delay but also an additional month of unjustified waiting. Despite multiple follow-ups, I am receiving no resolution.

I kindly request your assistance in contacting the casino to ensure the immediate release of my funds.

Best regards,
Manfred

Unresolved

$3,995