The player from Ireland experienced difficulties withdrawing funds from the casino despite having uploaded the required documents. The casino confirmed that the player's documents were verified after he contacted them, which allowed for the processing of his withdrawals of 300 and 500. The issue was resolved successfully, and the player acknowledged that he had it sorted. The complaint was marked as 'resolved' in our system.
Genting Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €300
Genting Casino
Safety Index:Very highCase summary
Discussion
Public
Public
9 months ago
Dear Garrett69,
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 you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Have any of your documents been approved and verified yet?
- When was the last time the casino communicated with you, and what was the communication about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
9 months ago
Hi There,
We checked the account and saw that you had indeed uploaded documents to your account, however, these were not verified until after you contacted Casino Guru and you placed a withdrawal 10 minutes after the documents had been verified.
We check documents as quickly as possible, usually in less than 12 hours. It could take longer if extra verification is needed and we apologise for the delay.
The withdrawal of 300 has since been processed and you also placed another withdrawal of 500 which has also been processed. Both withdrawals we sent to the card that is registered on your account.
Thanks for understanding.
Public
Public
9 months ago
Dear Garrett69,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
