The player from Italy had an issue with his winnings from the Starburst slot game not being reflected in his account balance at GeniusWin Casino. Despite multiple attempts to contact customer service, he had received no resolution. The casino's site had been under maintenance for an extended period. The player provided evidence of the winning session, but the casino had not responded to our inquiries. We had marked the complaint as 'unresolved' due to the lack of cooperation from the casino. The player had been advised to contact the Italian Gaming Authority for further assistance.
GeniusWin Casino - Player's winnings are not reflected in his account.
Black points: 332
Amount: €1,079
GeniusWin Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Translation
On January 12, 2023, I played the NETENT Starburst slot game around 5:30 PM.
After loading up, I started with a balance of 250 euros, which within a few minutes escalated to 1079€. This led me to end my session, closing the slot via the finish button. However, the balance did not revert to my account, which continuously displayed a balance of 250€. All of these were non-withdrawable, as if I had never played that slot. Upon checking the transaction history, the recently closed session did not show up. Neither in credits nor deductions, only the recent deposit was recorded. I tried to enter another provider's slot with the 250€, which indeed allowed me to play with 250€. I didn't gamble a single penny and quickly exited, attempting to re-enter the previously closed slot. Yet, I continuously encountered an error, which blocked access to every other NETENT slot.
Fortunately, I have the complete recording from making the deposit to exiting the slot and all above mentioned actions. Therefore, I have the session code and all related data (https://www.youtube.com/watch?v=PR3_BbIogaY). Entering it on the ADM website, this is what appeared:
Right to Participate: N5DCC25CAF6C60VT
Session: M5DCC2418C9150IJ on 12/01/2024
Licensor: GENIUS SRL
Bet Amount: € 250,00
Played on the date: 12/01/2024 at: 17:33:23
Right to Participate: Collected
I reached out to customer service via chat, and the operator, very kindly, told me it was an issue with the provider, and the balance would be credited back shortly. However, 25 days have passed, and the balance still doesn't appear. Also, I haven't encountered any issues with NETENT on any other site. The game proceeded smoothly, and closure wasn't an issue either.
The strange thing, compared to many anomalies you've described, is the presence of the 250€ deposit on my account which I'm free to use on any slot. It’s as if the NETENT session never happened.
After about a week, the slot became accessible again, but my balance did not return. I can clearly see that I played successfully on January 12, and even won. The history shows it all.
I've contacted customer service multiple times but they keep deferring and failing to provide any information. Currently, the site has been under maintenance for the past 16 days, stating that they cannot review my case until the technical maintenance is completed.
I've tried sending certified emails to ADM but they get sent but not delivered, I'm at a loss for what to do next.
Automatic translation:
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2 months ago
Dear LivioAndronico,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with GeniusWin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you now see your Starburst session from January 12 in your gaming history? When did it become available?
Has the customer support specified how long will the technical maintenance take? Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
Greetings!
No, I don't see the session in my site game history, I see it in the provider history, entering the slot from GeniusWin. I see the session of January 12th with the related €839 won, as I can show you here !
Support did not specify how long the site will remain under maintenance, it has already been there for 18 days. From what I have learned by reading other posts they may not be solvent to pay the winnings and withdrawals and therefore they are taking time, but it is illegal for me not to have a regular session validated by both the provider and ADM. If I hadn't had screen recording turned on, that session would have disappeared into thin air, as I wouldn't be able to prove that it ever happened, and they would have pocketed my money.
They haven't responded for 5 days now.
Edited
Automatic translation:
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2 months ago
Before we proceed with the investigation, please forward any relevant communication between you and the casino regarding this problem to veronika.l@casino.guru. Thank you.
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2 months ago
Translation
Hi, I sent you the communication on Whatsapp with the dealer via gmail with the address [address hidden by Casino Guru] (censor it please).
The other communications were all by telephone, and in all cases the casino gave me no answers and tried to prevaricate. As you can see the last conversation dates back to January 29th, since then they stopped responding.
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Thank you very much, LivioAndronico, for providing all the necessary information. I’d like to invite a representative of GeniusWin Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the situation with the site maintenance and the player's winnings?
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1 month 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.
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1 month ago
Dear LivioAndronico,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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. 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 Italian Gaming Authority - Agenzia delle Dogane e dei Monopoli (ADM) (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards
Veronika
Casino Guru
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