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