10 months after he had registered and verified his account, the player from India had been asked to re-verify his account, which was holding his withdrawal of 100700INR. The Complaints Team had explained the importance of the KYC process in online casinos. The issue was successfully resolved when the casino allowed the player to make his withdrawal.
Genting Casino - Player's withdrawal put on hold for re-verification.
Amount: 100,700 INR
Genting Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
12 months ago
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12 months ago
This time I really need your hands please help me out! I registered 10 months ago and I verified too early. Now they are asking me to verify again and I don't why. even yesterday they paid last withdrawal of 102800INR. Suddenly what happened again? Now they held of 100700INR. I won't ruin their reputation because my favourite casino site and trusted site. I suggested to my people and they really loved it. Please sort out my problem as you can! I believe you understand what my concern is. below I mentioned previously withdrawal and all screenshots about my genting casino. Please check thanks!! 💙
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12 months ago
Dear vamsidover,
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.
Were there any particular requirements for you to submit an identity document?
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,
Tomas
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12 months ago
You may close this case. They allowed me to withdraw. thanks to casino guru
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12 months ago
Dear vamsidover,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
