The player from Italy had been waiting for a withdrawal request since October 19, 2023, despite having all documents validated. The player stated that the casino had not provided specific reasons for the delay, only mentioning an unspecified problem. After several attempts to contact the casino for clarification and resolution, we received no response. As a result, we marked the complaint as 'unresolved', which might have negatively affected the casino's rating. We advised the player to contact the Italian Gaming Authority for further assistance.
GeniusWin Casino - Player's withdrawal has been delayed.
Black points: 64
Amount: €100
GeniusWin Casino
Safety Index:LowSafety Index
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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
10 months ago
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10 months ago
Translation
Since October 19, 2023, my withdrawal request has been under management. All the documents have been validated. All previous requests have been processed, although always a few days late.
I also sent a complaint email to ADM, but received no response. Therefore, this website has become a legalized scam, as it can operate through state monopoly concessions. I contacted Geniuswin's assistance, both by email and through chat... but their response has always been the same... namely: there are problems and we will try to resolve them... or: we have sent your report.
Thanks
Automatic translation:
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10 months ago
Dear giobs71it,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that the withdrawal is still pending inside your account without being processed?
- 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?
- Were your winnings accumulated with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than two months is an unusually long time.
If there's any relevant communication, please forward it to petronela.k@casino.guru.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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10 months ago
Translation
It is still pending
They don't give specific explanations, they just say that they have to solve a problem, sometimes they reply that they report everything to the competent office.
Apparently it's their problem reading here...from their answers it's not clear what kind of problem they have so it's difficult to understand.
My winnings do not come from bonuses or accumulated winnings.
Thank you
Automatic translation:
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10 months ago
Thank you very much, giobs71it, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello giobs71it,
My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear GeniusWin Casino,
Could you possibly provide additional information regarding the delayed payment and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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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.
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10 months ago
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 (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 (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal, Casino.Guru
