GeniusWin Casino - general discussion

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hi...I made a withdrawal request about 1 week ago and it is still being processed despite having sent all the requested documents....I contacted support via chat but they don't give me any explanations or a timescale and I'm getting started to worry since it's almost 4000 euros....I've always read here that there have been other customers in the past who have had big problems with geniuswin.it...Can you do something? Thank you

Hey, I'm sorry to hear about your problem. I would like to start by saying that we give casinos 14 days to resolve a withdrawal and KYC process, but if you have no information why you have no money for a week or in what stage is your verification, that's not so good. 

However, when you say that you sent the documents, did you pass the verification or not ? Because until it is successful, you probably won't get the money.

Let me know how it is.

Hi, yes, I passed the verification by sending my identity card and the collection form via bank transfer.....the worrying thing is not knowing the timing of the payment and the total absence of information from customer service.. The only thing they told me was that they have problems and that I have to wait. And here I read that other people also had the same problem as me and months later they still hadn't received the money

Hi!

Such feedback is not very convincing, isn't it? At least the KYC is behind you. I'm not saying you've overcome the worst part, on the other hand, it's good to know you don't need to worry about that now.

If I'm not mistaken, it has been more or less a week since you asked for the withdrawal, am I right? Frankly, I'd say the patient is the key now. 🤷‍♀️

yes it hasn't been that long but the most worrying thing is that customer service doesn't give me a time frame and I've read here on this forum other people who haven't received the money after months.....🙁

Even though support hasn't written you any relevant information about your withdrawal, I wouldn't be skeptical yet, although I understand that it's not easy when it's your money. 

However, as Radka wrote, let's try to be patient for a while and if nothing changes and you don't get your money or the casino doesn't reply, we will try to help you. 🙂

Will that be possible ? 

ok let's wait until December 31st.... thanks

I think it is the right decision. I'll keep my fingers crossed that you get your money. If you have any update let me know. 

Good morning, I made two withdrawal requests on 3 and 25 September for a total of around 1600 euros however they are still being managed after months. The assistance continues to repeat that it requests the competent department but nothing moves. I have made several withdrawals in the past but they stopped paying a few months ago

Thanks for your attention

I see the situation as bleak for everyone...at this point the only thing to do is to get a lawyer involved and get paid directly by the state monopolies that act as guarantors when these bookmakers run away with the customers' money.... however, more months will pass before everything is resolved because the bureaucracy in Italy is very slow... in any case there is never an end to the disgust, not even when you win on .it you can rest assured

Hi, in this case I will immediately recommend you a complaint which you can file here. I don't think it's right if a casino can't pay a player for several months and we give casinos 14 days to resolve such a situation. 

Anyway, the casino only gives as a reason that it will move it to the department that deals with withdrawals ? I think it should have been done a long time ago. 

So you're gonna go ahead and file a complaint? 

Yes, for now I'll open a complaint and see how it goes, thanks

Thank you for your reply. If you have any questions don't hesitate to ask. 

I will also attach a guide so you know what to expect when you file a complaint. You can find it here. 

I hope the situation can be resolved and you will get your money. 

after a month I still haven't received any money....they don't have the money to pay the winnings....I will contact AAMS directly who will then hopefully take away his license

What about submitting the complaint here? I'd say it's also a good thing to do because if we find something unfair in your case, the casino will be penalized.

Need further information? Try out this guide 👈 please.

Or ask us here if you like. 🙏 The point is to help you if this is still possible.

yes yes thanks I would like to open a complaint...so at least other people won't play on this site

Good morning everyone, I made two withdrawal requests on geniuswin on December 26, 2023 and January 1, 2024. They also tell me that there are delays and that they don't know when they will resolve it. Is there anything to worry about?

unfortunately yes.... today AAMS replied to me and told me that they are carrying out checks... I think they have literally run out of money and are no longer paying anyone..... I advise you to send an e-mail to dir.giochi.gad-scommesse@adm.gov.it or dir.giochi.giocoadistanza@adm.gov.it describing your problem.

But did they pay you in the end? I assume not...