HomeComplaintsGenting Casino ES - Player's withdrawal has been delayed.

Genting Casino ES - Player's withdrawal has been delayed.

Amount: €1,320

Genting Casino ES
Submitted: 23 Jan 2025 | Case closed : 11 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Spain faced withdrawal issues as the casino refused to pay the requested amount after verifying three credit cards. He suspected that the casino was inventing additional cards to delay the payment. The Complaints Team extended the response time for the player to provide the necessary documentation but ultimately rejected the complaint due to a lack of response from him.

Public
Public
Translation

Hello, the casino doesn't want to pay me the stated amount. I've verified 3 credit cards, and each time I verify them, they add a new card that I don't have. It seems like they are making up cards to avoid paying, and I want to file a complaint to recover my money. Any solutions?

Automatic translation:
Public
Public

Dear Javiastur_32, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Please note that the casino is eligible to verify all the payment methods you used for depositing.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Public
Public
Translation

Everything is verified, the Spanish ID, 3 credit cards in my name are verified and a last card that I do not have and they do not want to delete it since it is not activated and the bank does not give me the cancellation certificate because more than 2 months have passed.

Which makes it impossible for me to verify the card they are asking me for. And secondly, they are asking me to verify a card that I do not have.

Automatic translation:
Public
Public

Have you used the problematic card for depositing to the casino before?

Has the validity of this card expired or have you canceled it?

Have you visited your local bank to request a document proving that you were the owner of the card requested by the casino?

Public
Public

Hi There,


We checked the account and see that there are still 2 cards that have been used to make deposits on the account that have not yet been verified.


If you no longer have one or both of these cards, you will need to provide a full, official bank statement showing the deposits made to the casino with these cards to fully verify the account as advised in an email from our support team


For further assistance, please contact our support team on the chat option via your account or by sending an email to soporte@gentingcasino.es so they can give you the full details of the cards we still need to verify.


Thank you for understanding.

Public
Public

Dear Javiastur_32,

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.

Public
Public

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.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news