Genting Casino - Player believes that their withdrawal has been delayed.

Hello

I requested a withdrawal of £4,000 on 30/06/2024.

Since then, I have just been getting the same automated responses from both the online chat and email stating that the withdrawal request is still under review.

I am not sure what to do as it seems like the withdrawal is not being reviewed and haven’t received any further updates.

Dear sfzbp2sng4,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks for your reply.

i will wait for the 14 days to pass and if I haven’t received the money I will be back in touch.

regards,

Hey There,

We checked and see your withdrawal was processed shortly after you left this complaint and sent by Pay Pal. The funds should already be with you.

Congratulations on your winnings!

Dear sfzbp2sng4,

Have you received your withdrawal from the casino yet?

Dear sfzbp2sng4,

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.