The player from Italy had two withdrawal requests totalling 1664 euros that had been in process since September. Despite continuous prompts from the support team, the withdrawal had not been completed. The player confirmed that he had successfully completed the KYC verification process and had made several withdrawals in the past. He also mentioned that he had contacted the casino, which cited issues with their payment platforms as the reason for the delay. We had tried to contact the casino multiple times for clarification but received no response. As a result, the complaint was marked as 'unresolved', which could have negatively affected the casino's rating. We had recommended the player to contact the Italian Gaming Authority for further assistance.
GeniusWin Casino - Player’s withdrawal is delayed.
Black points: 230
Amount: €1,664
GeniusWin Casino
Safety Index:LowNo reaction, good regulator
UNRESOLVED
Case summary
Good day, I made two withdrawal requests on the 3rd and 25th of September for a total of 1664 euros, however, they are still being processed after several months. The support team continues to say that they are alerting the relevant department but nothing is happening. I have made several withdrawals in the past but for the last few months, they have stopped paying.
Could you please assist me, thank you.
Dear alesuper9537,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GeniusWin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of bonuses?
- If there is any recent relevant correspondence between you and the casino, please forward it to my email at tomas@casino.guru
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,
Tomas
Hi, yes I have completed KYC verification and made several withdrawals in the past
I played with both real balance and bonus, mostly with my own balance.
I contacted geniuswin on whatsapp in November and they told me that they have problems with the payment platforms.. I don't know if it's true.. and they can't give me a timescale and they asked the relevant department as they always do.
A few days ago I wrote an email and they didn't reply
Thank you
Thank you very much, alesuper9537, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Hello alesuper9537,
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 withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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.
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
