GeniusWin Casino - Hráč zaznamená zpožděné výplaty.

I submitted a first withdrawal request of €900.00 on 07/09/2023; a second withdrawal request of €502.10 on 02/10/2023.

As of today, 23/10/2023, both requests are still being processed and have not been fulfilled; customer support has repeatedly informed me that they are experiencing unspecified issues, deferring the payment week after week, without providing more comprehensive explanations.

Ho effettuato una prima richiesta di prelievo di € 900,00 in data 07/09/2023; una seconda richiesta di prelievo di € 502,10 in data 02/10/2023.

Ad oggi, 23/10/2023, le due richieste sono ancora in gestione e non sono state evase; l'assistenza mi ha più volte fatto presente che hanno dei non meglio specificati problemi, rimandando il pagamento di settimana in settimana, senza fornire spiegazioni più esaustive.

Dear mpcrypto76,

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. Do I understand correctly that you have not 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

Dear mpcrypto76,

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.

Good morning Kristina, sorry I didn't see the previous reply.

Until August I never had any problems with withdrawals from Geniuswin, I made several, all performed regularly.

I passed the KYC verification several months ago and the winnings in question are all without bonus.

I know of many other people who are having the same problem with the bookmaker in question and I know that some have already turned to ADM, the Italian authority that assigns licenses.

Buongiorno Kristina, scusami non avevo visto la precedente risposta.

Fino al mese di agosto non ho mai avuto problemi con i prelievi da Geniuswin, ne ho fatti diversi, tutti regolarmente eseguiti.

Ho superato la verifica KYC diversi mesi fa e le vincite in questione sono tutte senza bonus.

So di tante altre persone che stanno avendo lo stesso problema con il bookmaker in questione e so che alcuni si sono già rivolti ad ADM, l’autorità italiana che assegna le licenze.

Thank you for your reply, mpcrypto76. Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past? Please post a screenshot of the latest withdrawal history here in this thread. Thank you.

Dear mpcrypto76,

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.