The player from Italy was unable to withdraw his winnings from Geniuswin Gaming as the site had been shut down. He had €75 in his account which he could no longer access. The Complaints Team had marked the complaint as 'unresolved' due to the casino's lack of cooperation and the fact that it was no longer operating. The player had been advised to contact the Italian Licensing Authority (Agenzia delle Dogane e dei Monopoli (ADM)) for further assistance.
GeniusWin Casino - Player cannot access funds as casino site is down.
Black points: 500
Amount: €75
GeniusWin Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
GeniusWin Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Unreasonable excuse
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good evening, I had money in my geniuswin gaming account but I think the site has been shut down. How can I retrieve my funds?
Automatic translation:
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1 year ago
Dear gbianchini175,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify why you submitted this complaint about Leon Casino (and even wrote the name down in the casino name box while submitting this complaint)? Do I understand correctly that you meant GeniusWin Casino (https://www.geniuswin.it/)?
Did you have €75 (dispute value) in your casino account?
Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Good morning, the problem is that I have money on the geniuswin gaming account but I can no longer access the site.
Automatic translation:
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1 year ago
Dear gbianchini175,
Since the casino is no longer operating and the casino representative refused to comment on any complaints in the past, it's unlikely that players will ever receive their payouts. I'm afraid there is not much we can achieve without cooperation from the casino side. I will mark the complaint as "unresolved" in our system. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Licensing Authority (Agenzia delle Dogane e dei Monopoli (ADM)). The licensing authority has better options and tools to help players. More information about submitting a complaint directly to the regulator can be found here. I am sorry I could not be of more help on this occasion.
Best regards,
Kristina
