The player from Italy had made a withdrawal on December 13, 2023, but had not received the funds. This had been his first withdrawal attempt after passing the KYC verification, and his winnings were not accumulated using any bonuses. Despite initial doubts about the casino's responsiveness, the player eventually received his money. The player's issue had been successfully resolved.
GeniusWin Casino - Player’s withdrawal has been delayed.
Amount: €3,960
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
Withdrawal made on December 13, 2023, money still not received.....
Automatic translation:
Public
Public
11 months ago
Dear montella85,
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.
Have you 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,
Veronika
Public
Public
11 months ago
Translation
Hi, this is the first withdrawal I've made... yes, I passed the KYC verification and I haven't accumulated any winnings using any type of bonus...
Automatic translation:
Public
Public
11 months ago
Thank you very much, montella85, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
Public
Public
11 months ago
Dear montella85,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GeniusWin Casino representative to join this conversation.
Dear GeniusWin Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
Public
Public
11 months ago
Translation
I now have serious doubts that they will answer
Automatic translation:
Public
Public
11 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
11 months ago
Translation
I finally received the money! Thanks for the support 😉
Automatic translation:
Public
Public
11 months ago
Dear montella85,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
Casino.Guru
