Genting Casino - Player is struggling to complete account verification.

I have diligently provided Genting Casino with all the necessary screenshots and documents they requested. However, despite my earnest efforts, they have not granted my withdrawal request. It is important to highlight that this is my initial experience placing bets using the account, and the amount in question is merely $34.

Despite my best attempts to comply, they persistently reject the documents I upload, despite their accuracy and relevance.

Dear Valens50, 

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 takes 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? 

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

I sent all the documents they requested already including a photo of my ID, a screenshot showing my astropay ownership and my bank statement for the past 3 months. Including a picture of me with my ID near my face.

Could you please advise when exactly did you send the last document? Have you received any information about the reason why your documents have been rejected?

The only feedback I received was that my document was rejected, despite it being the correct one they had requested. To ensure clarity, it would be greatly appreciated if they could provide me with an example of the specific document they require. This way, I can better understand their expectations and provide the necessary documentation accordingly.

Hi There,

I have checked this for you and see that there are still some outstanding documents that are needed in order fro you to be able to place a withdrawal which have not yet been received.

We need Proof of your Astropay ownership and proof of income, this includes payslips for the last 3 months or an official Bank Statement showing your name, address, and all transactions for the last 3 months. Please upload these to your account at your earliest convenience so they can be verified by our payments team, once verified, you will be able to request a withdrawal.

Thanks for understanding.

Dear Gentingcasino,

I hope this message finds you well. I would like to discuss the recent submission I made in response to your request, which unfortunately was rejected. I kindly request your assistance in understanding the reason behind this decision, as I genuinely wish to avoid any mistakes in the future.

I firmly believe that the documents I provided were accurate and in accordance with the requirements. Nevertheless, it is disheartening to learn that they did not meet your expectations.

Could you please provide me with a detailed explanation regarding the grounds for rejection? Your feedback would be highly appreciated as it will enable me to rectify any errors and ensure that future submissions meet the necessary criteria.

Dear Genting Casino representative, thank you very much for getting in touch with us.

Dear Valens50, please provide the casino with the requested documents:

• Proof of your Astropay ownership
• proof of income, i.e. payslips for the last 3 months or an official Bank Statement showing your name, address, and all transactions for the last 3 months

Dear Veronica,

I want to express my sincere gratitude for your involvement in this matter. Your assistance in arbitrating this case is greatly appreciated. I am committed to providing them with the requested documents before the day concludes. Additionally, if it is feasible, I will upload them here as well. This way, in the event of another rejection, you can help me determine if the documents provided are indeed correct. Once again, thank you for your support.

I'm delighted to assist you, dear Valens50. Kindly keep me informed of any updates.

Hello Veronica,

I hope this message finds you well. I wanted to inform you that I have successfully submitted the requested documents to Genting Casino. I took a new screenshot of my Astropay account and obtained a fresh bank statement from my bank as requested.

Now, all that's left to do is wait for their reply. I appreciate your assistance throughout this process.

Hi There,

I contacted our payments team to see exactly what is needed in order to verify your account as they were unable to accept what you uploaded. They need source of funds as well as payment verification and your ID. Below is a list:

1) PaySlips for the last 3 months

2) A Bank Statement for the last 3 months showing salary received along with opening and closing balances in PDF files

3) Proof of astropay ownership (A screenshot from astropay showing your full name, address and email address)

4) Additional Proof of ID (passport/ID)

I understand that seems like a lot to provide. I am sorry about this, and I can assure you that we do not mean to be intrusive, however, it's just that once our players' accounts have reached a certain threshold, we have to make sure that they are playing within their means, and that the funds they are using for gambling are coming from a legitimate source.

Thank you for understanding.

Hello, Genting Casino,

I am deeply concerned about the current situation as it appears to be quite challenging or perhaps a misunderstanding. I want to emphasize that the documents I provided are accurate and genuine.

As a first-time depositor on your casino site, I'm unsure about the threshold you mentioned. Could you please clarify this for me?

Additionally, I would like to withdraw a modest amount of $34. I'm confused about the means you referred to in your previous communication.

Regrettably, it seems as though my presence on your casino platform is not desired. If that is the case, I kindly request that you allow me to withdraw my funds and proceed to close my account.

Thank you for your attention to this matter.

Hi There,

I have contacted our payments team and they need an official ID, I see you sent your driving license, but they would like a government-issued ID or Passport. In regard to the AstroPay screenshot that was uploaded, it did not show your full name, address details and email address so this will need to be sent again with all information.

They would also like the Pay Slips and Bank statement as advised above in order to fully verify the account and process your withdrawal.

I am extremely sorry to hear you would like to close your account and I understand the reason for this, however, this is what is required in order to complete the verification of the account.

All the options for limiting play (Close/Freeze/Cooling Off/Temporary Suspension/Self Exclusion) are available online on our Player Limitation page, so please check there and choose the option most suitable to you. As per our terms and conditions, this process must be completed online.

Thank you for understanding.

Dear Genting casino,

I hope this message finds you well. I would like to address a few concerns regarding the documents I submitted for verification.

Firstly, regarding the driver's license, I believe it is issued by the government. Could you please clarify this for me?

Secondly, I would like to discuss the astropay screenshot. As far as I know, it is not possible to capture all the information you listed on a single page of astropay. The information is spread across different pages, which is why I submitted the screenshot I did. If there is a specific way to capture all the required information in one page, I kindly request you to provide me with instructions or proof so that I can comply.

Lastly, I am curious about the bank statement I submitted. It is my accurate bank statement, covering a period of three months as required. I am puzzled as to why it has been rejected.

I genuinely do not understand why I am facing these difficulties. I hope this situation is not a result of any discrimination based on my origin from Africa. I trust that your organization values fairness and equality for all its customers.

Dear Valens50, please provide the casino with the requested documentation in the correct format, so your account can be successfully verified. We appreciate your cooperation.

Hi Veronica, thank you for your response. I apologize for any confusion caused. I assure you that I have indeed submitted all the requested documents in the correct format. I have taken great care to ensure that each document meets the specified requirements. However, it seems that there might be some misunderstanding or error in the verification process. Is there any specific feedback or additional information you can provide regarding the rejection? I would appreciate any assistance you can offer in resolving this matter promptly.

Hi There,

I want to reassure you that equality and fairness for all of our customers are deeply valued by our company. We work hard to make sure that everyone we serve has a satisfying and inclusive experience. Our procedures and policies are free of discrimination and our purpose is to ensure we are always paying out to the rightful owner.

To put your thoughts at ease, I have reviewed what has been uploaded thus far and see that the bank statement you sent over was dated the 26th of April however they request a bank statement for the last 3 months along with your most recent PaySlips for the last 3 months.

As the AstroPay information is separate sections, we will need a screenshot of each section showing your name, address and email address, and we also need in PDF (not a screenshot), an Astropay statement showing your name and also the deposit made to our casino.

Additional proof of ID has also been requested because, even if you provided your driving license, our internal security procedures require us to also ask for a copy of an official ID Card/Passport.

This is in order to adhere to Anti Money Laundering and Responsible Gambling obligations, and we are not asking for anything more than what is established in our terms, for the sake of clarity and transparency, which can be found here:

https://www.gentingcasino.com/en-ROW/terms/ 

I kindly urge you to upload the required documents to your account for a swift assessment by our payments team.

Thank you for understanding.

Dear Valens50,

please follow the instructions from the Genting Casino representative and send the requested documents, so that your account could be verified as soon as possible. Thank you.

Dear Veronica

I will send them the documents once again

Dear Valens50, have you submitted the requested documents to the casino? Please keep me updated.

Dear Valens50,

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.

We’ve reopened this complaint at the request of Valens50. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

Certainly, I am ready to reopen the case and actively participate in the investigation. I deeply apologize for the lack of response previously, as my health conditions had hindered my ability to engage effectively. However, I want to assure you that I am now in a better position to provide the necessary information that Genting Casino requires to process my withdrawal. Thank you for your understanding and patience.

Dear Valens50, could you please tell me if you sent the requested documents to the casino?

Absolutely, I sent the requested documents to Genting Casino as per their requirements, but unfortunately, they were rejected. However, that was the situation when I last filed this case. I want to inform you that I am in the process of obtaining new documents, and I am hopeful that this time they will be accepted by the casino. Thank you for your support and understanding throughout this process.

Dear Valens50, have you provided the casino with the requested documents? Please let me know.

Hello Veronica. I have been gathering the documents. I am waiting for ny bank to send me my statement so I can foward all the documents to genting casino at once.

Thank you for the update. Have you received the bank statement yet?

Hello Veronika

My bank will send the statement to me on Monday so I will intturn send them to genting casino I hope all this am passing through will be worth it.

Dear Valens50, have you sent the bank statement to the casino yet? Please keep us updated.

Dear Valens50,

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.

Hello Veronika,

I wanted to extend my sincere apologies for the delay in my response.

I've recently received the bank statement from my financial institution, and I'm currently in the process of awaiting a response from Astropay. Once they guide me on the specific steps to capture the screenshot as requested by Genting Casino, I will promptly provide it.

Dear Valens50, have you received your Astropay statement yet? Please keep us updated.

Hi there,

As the AstroPay information is separate sections on the account, we can accept a screenshot of each section showing your name, address, and email address, and we also need in PDF (not a screenshot), an Astropay statement showing your name and also the deposit made to our casino.

Thanks for understanding.

Hello Genting Casino,

I would like to inform you that I have already submitted all the required documents, including screenshots of Astropay in each section, displaying my name, email address, and address. Additionally, I provided the PDF of my Astropay statement, which verifies my name along with the deposit made to your casino. These were submitted in the designated section some time ago. I kindly request you to verify them promptly.

Thank you for your attention to this matter.

Hello Veronika,

I hope this message finds you well. I wanted to update you on the latest communication with Astropay. They have sent me the same proof of deposit that I previously submitted to Genting Casino. Astropay has mentioned that they do not issue statements and provided the deposit proof I made into the casino. This is the same documentation I shared with them earlier in this process.

I find it a bit puzzling as to what other proof of deposit they might be expecting. If you think it would be helpful, I'm more than willing to share these documents with you for your review.

Also the same thing applies to proof of ownership of the astropay. I have provided with all the screenshots earlier in this process and they rejected I don't know the reason they did so. I am willing to share all those documents here.

I'm eager to see this matter resolved once and for all. Thank you for your assistance in this.

I submitted my astropay ownership they rejected it again why was that ?. I am really tured of going back and fort with getting casino what do yhey really want. I can share my documents here so you will help and ask why they keep rejecting them.

Please forward the rejected document to me. My email address is veronika.l@casino.guru. Thank you.

I have forwarded some of the documents to your email address

Please forward me your Astropay statement in PDF as well. Thank you.

I have done that.

Thank you for your Astropay deposit proof. However, as the casino mentioned in one of the previous comments, you should also send a screenshot from your Astropay account, where your full name, address, and email address will be visible.

It is among the first documents I sent to your email.

I just resent the screenshot now to your email.

Thank you for the screenshots. However, your address is not shown there.

I will make a screenshot of the address section of astropay and send now

I have sent the screenshot to your email.

Thank you, Valens50. Have you sent the screenshot with your address to the casino as well? It is important to send them all the screenshots they ask for.

I sent it to them months ago. I will still send it to them now.

So you have seen all the documents they are asking for that I provided it with them. Then why are they rejecting them and not allowing me to withdraw

Dear Genting Casino representative,

can you please have a look at the player's verification documents one more time and let us know if they are sufficient? If not, please give us a detailed explanation of the missing information you require. Thank you in advance.

Hi There,

Please note that the only documents that have been uploaded to the account recently were 2 screen shots which were uploaded and checked on 15/09/2023. These were rejected and I am awaiting feedback from the payments team regarding these.

You have also mentioned in this thread you submitted all required documents 3 weeks ago, however, nothing has been uploaded apart from 2 screenshots, There have been no other documents uploaded to your account since our request 3 months ago in this thread and I would like to remind you that we require the following:

1) We see that the bank statement you sent over months ago was dated the 26th of April however they request a bank statement for the last 3 months along with your most recent PaySlips for the last 3 months.

2) As the AstroPay information is separate sections, we will need a screenshot of each section showing your name, address and email address, and we also need in PDF (not a screenshot), an Astropay statement showing your name and also the deposit made to our casino. (Awaiting feedback from our payments team regarding this)

3) Additional proof of ID has also been requested because, even if you provided your driver's license, our internal security procedures require us to also ask for a copy of an official ID Card/Passport.

Thank you for understanding.

Thank you, Genting Casino, for your prompt response.

Veronika, I have forwarded all the documents to you, although they were unfortunately rejected. Could you kindly consider forwarding these documents to them directly?

I have diligently complied with all their requirements throughout this process. Regarding the bank statement that Genting Casino mentioned, it bears the date of April 26th. I actually submitted this document in July, which is well within the three-month window they specified. It's important to avoid any misrepresentation that I only recently submitted the bank statement.

Additionally, I informed them that in my region, we don't have traditional pay slips, as I am self-employed. Specifically, I work as a web developer and engage in e-commerce activities.

I am uncertain as to why this matter has been prolonged to this extent. I have forwarded all necessary documents, which have unfortunately been rejected without any clear explanation.

Hi there,

Our customer support team has had no correspondence with you regarding documents apart from the screenshots you uploaded to your account on 15th September.

Prior to this, you submitted documents in June which were rejected. The bank statement you refer to is dated April 26th indeed, but they want a bank statement showing the last 3 months with opening and closing balances, not just for one day.

Regarding the pay slips, this is the first time you have responded about these and I will pass this information over to our payments team.

Please note that Additional proof of ID has also been requested because, even if you provided your driver's license, our internal security procedures require us to also ask for a copy of an official ID Card/Passport.

These documents cannot be accepted via a third party, you must upload these to your Account, or send them from your registered email address along with all the information provided above.

Thank you for understanding.

I am prepared to re-submit all the required documents through your website. If they are not accepted this time, I may have to consider moving on, knowing that I have made every effort to comply. It's possible that your platform may not be the right fit for me.

I'm grateful that Veronika has had a chance to review the documents that have been rejected without a clear exexplanations.

Dear Valens50,

please upload a copy of an official ID Card/Passport to your casino account.

Also, please provide the casino with a recent bank statement with your transactions for the past 3 months.

Hello Veronika,

I wanted to share with you that I've received an email from Genting Casino advising me to proceed with the fund withdrawal. I wanted to extend my gratitude to you for your assistance, and I'd also like to thank Genting Casino for facilitating this process.

Currently, the withdrawal is in a pending state and awaiting approval.

I'm happy to hear that! Please let me know when your withdrawal is approved and when you receive your winnings.

Please keep in mind that we recommend players wait up to 14 days for their winnings to appear in their bank account.

I will definitely let you know.

Thanks.

Hello Genting casino

Please I have placed withdrawer since the day I received the mail but I am yet to receive the fund up till now and it is over stipulated 48 hours in your site.

Dear Valens50, 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. We advise players to be patient, cooperate fully with the 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, please, let us know and we will intervene and try to help you.

Hello Veronika,

I hope this message finds you well. I wanted to inform you that Genting Casino has not yet processed the withdrawal, and it has considerably exceeded their usual timeframe for such transactions.

In an effort to expedite the process, I reached out to them through live chat and offered an alternative solution. I let them know that if they encounter any difficulties processing the payment to my Astropay E-wallet, I can readily provide my Skrill account or bank account details.

Dear Valens50,

could you please advise what the status of your withdrawal request is? You may post the screenshot of the withdrawal from your casino profile here. Thank you.

Here it is

Could you please confirm if you sumbitted your withdrawal request only yesterday? The date in the screenshot is 26 October 2023. Why have you cancelled your previous withdrawal request?

I did not cancelled my previous withdrawal.

I placed the withdrawal since 10th of October not yesterday.

Attached here is a screenshot of where I am supposed to be seeing the pending withdrawal and the actual date it was placed but I am seeing this instead

Hi

I have checked this and the withdrawal is still pending on your account.

I have contacted our payments team who are experiencing issues with completing the payment at the moment. They are aware of this and it is being currently looked into.

Once it is processed, you will get a confirmation email to let you know it is on its way to you.

Thanks for your patience while this is being resolved.

The widthrawal has remained pending since 10th of October not even that the amount is substantial. Why will a withdrawal of less than $40 take that long.

If you encounter any issues while processing the withdrawal to my Astropay account, I can offer an alternative method, either through wire transfer or my Skrill account.

Dear Genting Casino representative,

this case is taking too long considering the disputed amount the player requested for withdrawal. Could you please urge the relevant department to prioritize the payout to the player? Thank you very much.

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 Genting Casino,

Considering the prolonged nature of this matter, I am suggesting an alternative solution. I am willing to provide my Skrill account details for the withdrawal if that can facilitate a quicker resolution.

Dear Genting Casino,

Considering the prolonged nature of this matter, I am suggesting an alternative solution. I am willing to provide my Skrill account details for the withdrawal if that can facilitate a quicker resolution.

Hi There,

It appears there is a technical issue trying to process the withdrawal to the chosen method.

I have been in touch with our payments team regarding this and they are willing to accept the Skrill details in order to process this and close this complaint.

Usually, for withdrawals via this method, you would first have to make the minimum deposit with this method, however, as this has been going on for some time, please send the Skrill details via email to contact@gentngcasino.com along with proof of the Skrill Account ownership (Please note that this method must be in your own name) and we will pass this along to our payments team to complete this.

Thank you for your patience and cooperation.

Thank you for your prompt response.

I have sent my Skrill details to the provided email address, along with a screenshot demonstrating the ownership of my Skrill account.

I appreciate your assistance in addressing this matter and look forward to its swift resolution.

Hi there,

I am pleased to tell you this withdrawal has now been processed and the funds should arrive with you soon.

Thank you for your patience and understanding throughout.

Hello Genting Casino,

I want to express my appreciation for processing the withdrawal, which has taken months. Your swift responses demonstrate that your company holds its customers in high esteem.

I also want to extend my thanks to Casino Guru for helping ensure that everything goes as it should.

Also, I just noticed that when attempting to make another deposit, another document was requested. However, the name of the required document was not indicated. Could you please clarify which document is needed?

Hi There,

Please note that even though the withdrawal was processed, the account still needs to be verified as previously requested.

I have confirmed with the payments department that we need the following documents from you:

• PaySlips for the last 3 months in PDF.

• An official Bank Statement For last 3 months showing salary received along with opening and closing balances in PDF.

This is in order to adhere to Anti Money Laundering and Responsible Gambling obligations, and we are not asking for anything more than what is established in our terms, for the sake of clarity and transparency, which can be found here:

https://www.gentingcasino.com/en-ROW/terms/ 

I kindly urge you to upload the required documents to your account for a swift assessment by our payments team.

Thank you for understanding.

Hello Genting Casino,

I have just uploaded my bank statements for the last three months. I want to clarify that I am self-employed, working as a web developer and e-commerce merchant. Additionally, I have investments in the transportation business. As a self-employed individual, I do not possess a payslip.

Dear Genting Casino representative,

Could you please confirm if you received the documents you requested from the player?

Also, regarding the payslips, do you have a different option for the player as he claims that he does not posses any?

Hi There,

I have passed this information along to our payments team and also made them aware you have uploaded your bank statement. Once we have a response, we will update you.

Thanks for your cooperation.