Unable to withdraw despite wagering requirement being fulfilled

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.

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

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.