The player from Italy had requested a withdrawal of 400€ in September 2023, but it had not been credited to her account despite multiple reminders. Her account had been fully verified and she had been in contact with the casino, which claimed to have had issues with their payment platforms. The player had closed her account in November, expecting to receive her funds within 15 days, but this did not occur. Despite our team's efforts to mediate the situation, the casino did not respond to the complaint. The issue remained unresolved, and the player had reported the case to the Italian gambling authority (ADM) for further investigation.
GeniusWin Casino - Player experiences delayed withdrawal.
Black points: 166
Amount: €400
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
No reaction, good regulator
UNRESOLVED
Case summary
9 months ago
Public
Public
10 months ago
Translation
In September 2023, I requested a withdrawal of 400€ which to this day has not been credited to my account despite numerous reminders.
Automatic translation:
Public
Public
10 months ago
Dear Anonima79,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Is the withdrawal request still pending in your account?
- When was the last time you were in contact with casino support and what did you discuss?
Looking forward to hearing from you.
Best regards,
Tomas
Public
Public
10 months ago
Translation
My account has been fully verified. They always say they have problems with payment platforms. During the day they should (I hope) reply to the email I sent last night asking what happened to my money and that I would file a complaint with the ADM (which I did in the morning after I wrote to you) I have my gaming account closed in November believing I would have the money within 15 days, but nothing.
The last time I contacted them was January 2 calling them scammers, they replied that they were handling the withdrawals before mine.
Automatic translation:
Public
Public
10 months ago
Please send me your most recent correspondence with the casino and a screenshot of your ongoing withdrawal request to my email at tomas@casino.guru
I'll await your reply.
Public
Public
10 months ago
Thank you very much, Anonima79, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
10 months ago
Hi Anonima79,
I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done if it replies.
Dear GeniusWin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Public
Public
10 months ago
Translation
Thank you all for the support, also because they don't even reply to my emails anymore. I trust in you. Thank you again
Automatic translation:
Public
Public
10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
10 months ago
Translation
I thank you, they don't reply to me anymore. I hope no one else has to stumble upon this GENIUS WIN gaming site again! Stay away.
Automatic translation:
Public
Public
10 months ago
Translation
The ADM replied to me this morning telling me that there are investigations into the matter concerning the supplier GENIUS WIN. Now all we have to do is wait for a positive outcome for everyone🤞🏻
Automatic translation:
Public
Public
9 months ago
Dear Anonima79, the casino representative refused to react to the complaint therefore we are unable to keep resolving your case. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, however, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.
Since you have already contacted ADM, I hope that the licensing authority will reply to you very soon and will be able to assist you more efficiently as it has more options and tools to investigate players' complaints. Feel free to contact me when you have the response from ADM, if you'd like to share the results of their involvement (natalia.b@casino.guru).
Best regards,
Natalia
