The player from Italy was struggling to withdraw winnings from the Geniuswin platform. The withdrawal request, made on 29/12/2023, had been continuously delayed under the premise of verifications. Despite our attempts to mediate the situation, Geniuswin Casino had not responded to our queries. As a result, we had marked the complaint as 'unresolved', which may 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 severely delayed.
Black points: 812
Amount: €3,838
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
8 months ago
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9 months ago
Translation
Good evening, after reading through your reviews, I wanted to inform you that I am also having problems withdrawing winnings from the Geniuswin platform.
I have a withdrawal that's been pending since 29/12/2023 and whenever I contact support, they tell me that verifications are underway, constantly delaying this blessed credit. 😡😡😡😡
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9 months ago
Hello alexsab,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GeniusWin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Good morning Nick, this verification process was mentioned to me this Monday 01/29/2024, I don't know if it has been underway since last week already
The last time I contacted the casino was also Monday 01/29/2024 for the withdrawal.
As soon as I confirmed the withdrawal on 12/29/2023 via bank transfer, I was asked to complete and send the Affidavit of Ownership via email.
The documents and credit card are already loaded into my gaming account
Thanks for the reply
Good day
Edited
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9 months ago
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I've been trying to contact customer service via chat and calls for a week but no one answers 😡
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8 months ago
Hello alexsab,
As the recommended 14 days have now passed, can you please advise if there's been any update within the verification?
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8 months ago
Translation
No, no updates
I was no longer able to contact the casino and the amount was not credited to me!
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8 months ago
Hello alexsab and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Translation
Okay thanks for your availability
Good day
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8 months ago
Hello alexsab,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and just to let you know, GeniusWin Casino has so far ignored us in our attempts to mediate any kind of issue. However, I will still try to contact the casino to shed more light on the matter.
We would like to invite GeniusWin Casino to join the conversation.
Dear GeniusWin Casino,
Can you please provide some information regarding the long delay in the player's withdrawal?
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8 months ago
Translation
I also tried calling the casino but in vain
Other than giving you the phone number, I don't know how to help you
095 750 7319
Good evening
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8 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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8 months ago
Dear alexsab,
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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
