The player from Italy had requested a withdrawal from Geniuswin on September 4, 2023, but it was still pending more than four months later. Despite having a verified account, the player’s inquiries were met with inconsistent excuses in the chat. After the player had provided additional information, we had invited the casino representative to join the conversation. However, despite repeated attempts to engage the casino, we received no response. Consequently, we had marked the complaint 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 request is indefinitely pending.
Black points: 367
Amount: €1,218
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
9 months ago
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9 months ago
Translation
Good evening, I am having issues with the geniuswin website. I requested a withdrawal on September 4, 2023, but it still appears to be pending. My account is verified and the documents have been sent. In the chat, they keep making up senseless excuses (which change daily) and can't provide me with a helpful response. In practice, they have held my money hostage for 4 months now, and I don't know what to do anymore.
Automatic translation:
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9 months ago
Hello Bilegend,
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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Good morning, of course, my account has been fully verified since at least May. All wins with real money. I often talk to the operators in chat, but they can't give me any serious answers, the topic obviously was the withdrawal that is not being paid.
Automatic translation:
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9 months ago
Thank you Bilegend for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Dear Bilegend,
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
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9 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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9 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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9 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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Mirka
Casino.Guru
