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In September 2023, I requested a withdrawal of 400€ which to this day has not been credited to my account despite numerous reminders.

A settembre 2023 ho richiesto un prelievo di 400€ che ancora oggi non è stato accreditato sul mio conto dopo innumerevoli solleciti

Dear Anonima79,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Is the withdrawal request still pending in your account?
• When was the last time you were in contact with casino support and what did you discuss?

Looking forward to hearing from you.

Best regards,

Tomas

My account has been fully verified. They always say they have problems with payment platforms. During the day they should (I hope) reply to the email I sent last night asking what happened to my money and that I would file a complaint with the ADM (which I did in the morning after I wrote to you) I have my gaming account closed in November believing I would have the money within 15 days, but nothing.

The last time I contacted them was January 2 calling them scammers, they replied that they were handling the withdrawals before mine.

Il mio account è stato completamente verificato. Dicono sempre di avere problemi con le piattaforme di pagamento. In giornata dovrebbero(spero) rispondermi alla mail che ho mandato ieri sera chiedendo che fine hanno fatto i miei soldi e che avrei sporto reclamo all’ADM( che ho fatto in mattinata dopo che ho scritto a voi) il mio conto gioco l’ho chiuso a novembre credendo di avere i soldi nel giro di 15gg, ma niente.

L’ultima volta che li ho contattati è stato il 2 gennaio dando loro dei truffatori, mi hanno risposto che stavano gestendo i prelievi prima del mio.

Please send me your most recent correspondence with the casino and a screenshot of your ongoing withdrawal request to my email at tomas@casino.guru

I'll await your reply.

Sent, I hope it arrived

Inviata spero sia arrivata

Thank you very much, Anonima79, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Anonima79,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done if it replies.

Dear GeniusWin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you all for the support, also because they don't even reply to my emails anymore. I trust in you. Thank you again

Grazie a tutti del supporto, anche perché a me non rispondono neanche più alle mail. Confido in voi. Ancora grazie

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 thank you, they don't reply to me anymore. I hope no one else has to stumble upon this GENIUS WIN gaming site again! Stay away.

io vi ringrazio, a me non rispondono proprio più. Spero che nessun’altro debba incappare più su questo sito di gioco GENIUS WIN! Statene alla larga.

The ADM replied to me this morning telling me that there are investigations into the matter concerning the supplier GENIUS WIN. Now all we have to do is wait for a positive outcome for everyone🤞🏻

Mi ha risposto questa mattina l’ADM dicendomi che ci sono accertamenti sulla vicenda riguardante il fornitore GENIUS WIN. Ora non resta che attendere per tutti un esito positivo🤞🏻

Dear Anonima79, the casino representative refused to react to the complaint therefore we are unable to keep resolving your case. 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.

Since you have already contacted ADM, I hope that the licensing authority will reply to you very soon and will be able to assist you more efficiently as it has more options and tools to investigate players' complaints. Feel free to contact me when you have the response from ADM, if you'd like to share the results of their involvement (natalia.b@casino.guru).

Best regards,

Natalia