The player from Italy had requested a withdrawal twice, once on 07/09/2023 and again on 02/10/2023, but both requests were still pending. The customer support hadn't provided any specific reason for the delay. The player had confirmed that he had passed the KYC verification and had made several successful withdrawals in the past. However, he had failed to respond to further queries from the complaints team, thus hindering the investigation. Consequently, the complaint was rejected due to the player's lack of response.
GeniusWin Casino - Player experiences delayed payouts.
Amount: €1,402
GeniusWin Casino
Safety Index:LowSafety Index
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3.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I submitted a first withdrawal request of €900.00 on 07/09/2023; a second withdrawal request of €502.10 on 02/10/2023.
As of today, 23/10/2023, both requests are still being processed and have not been fulfilled; customer support has repeatedly informed me that they are experiencing unspecified issues, deferring the payment week after week, without providing more comprehensive explanations.
Automatic translation:
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1 year ago
Dear mpcrypto76,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Dear mpcrypto76,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Good morning Kristina, sorry I didn't see the previous reply.
Until August I never had any problems with withdrawals from Geniuswin, I made several, all performed regularly.
I passed the KYC verification several months ago and the winnings in question are all without bonus.
I know of many other people who are having the same problem with the bookmaker in question and I know that some have already turned to ADM, the Italian authority that assigns licenses.
Automatic translation:
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1 year ago
Thank you for your reply, mpcrypto76. Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past? Please post a screenshot of the latest withdrawal history here in this thread. Thank you.
