GeniusWin Casino - Povlačenje igrača je odloženo.

Hello,

On 22/01, I submitted a withdrawal request on the GeniusWin site.

Almost a month has passed, but the site seems to be unreachable and I've noticed many other users have lodged a complaint.

What can I do?

Salve,

il 22/01 ho inviato richiesta di prelievo sul sito GeniusWin.

E’ passato quasi un mese, ma il sito risulta irraggiungibile ed ho visto che ci sono parecchi utenti che hanno inviato un reclamo.

Come è possibile muoversi?

Dear gonzogin,

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,

Kristina

HI,

I passed the verification process by sending all the documents and validating the gaming account.

This is the first time I have made a withdrawal on the site in question.

Winnings are derived from football bets and not made with bonuses.

Thank you

Ciao,

ho superato il processo di verifica inviando tutti i documenti e validando il conto gioco.

E’ la prima volta che effettuo un prelievo sul sito in questione.

Le vincite sono derivate da scommesse sul calcio e non effettuate con bonus.

Grazie

Thank you for your reply, gonzogin. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, if there is any. Alternatively, you can post it here. Thank you in advance.

Dear gonzogin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.