GeniusWin Casino - Povlačenje igrača je ozbiljno odloženo.

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. 😡😡😡😡

Buonasera leggendo le vostre recensioni vi segnalo che anche io sto avendo problemi di riscossione vincita con la piattaforma Geniuswin

Ho un prelievo in gestione dal 29/12/2023 e contattando l'assistenza mi dicono che ci sono delle verifiche in corso rinviando di volta in volta questo benedetto accredito 😡😡😡😡

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

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

Buongiorno Nick questo procedimento di verifica mi è stato accennato questo lunedì 29/01/2024 non so se è in atto da settimana scorsa già

L'ultima volta che ho contattato il casinò è stata sempre lunedì 29/01/2024 sempre per il prelievo.

Appena ho confermato il prelievo il 29/12/2023 tramite bonifico bancario mi è stato fatto compilare e mandare via email l'Atto notorio di titolarità .

I documenti e carta di credito sono già caricati sul mio conto gioco

Grazie per la risposta

Buona giornata

I've been trying to contact customer service via chat and calls for a week but no one answers 😡

È da una settimana che provo a contattare il servizio clienti tramite chat e chiamate ma non risponde nessuno 😡

Hello alexsab,

As the recommended 14 days have now passed, can you please advise if there's been any update within the verification?

No, no updates

I was no longer able to contact the casino and the amount was not credited to me!

No nessun aggiornamento

Non sono più riuscito a mettermi in contatto col casino e l'importo non mi è stato accreditato!

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

Okay thanks for your availability

Good day

Va bene grazie per la disponibilità

Buona giornata

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?

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

Anche io ho provato a chiamare il casino ma invano

Oltre a fornirti il numero telefonico non so come aiutarti

095 750 7319

Buonaserata

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.

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