The player from the United Kingdom had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained until that day. The delay was initially due to the casino's standard verification process. The casino confirmed the withdrawal was processed and funds were sent. The player later confirmed receipt of the funds, and the complaint was marked as resolved.
Genting Casino - Withdrawal of player's winnings has been delayed.
Amount: £900
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
5 months ago
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5 months ago
After opening an account i deposited 2 payments of 100 and 300 pounds and i got lucky and made my balance 900 and requested a wd . Its been quite long now that its still pending without any update . Chat and emails not giving any straight answers but copy paste replies only
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5 months ago
Dear bulentabi,
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
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5 months ago
Hello , Their live chat told me payments are normally in few ours and most of the case in max 24 hours it is now almost been 24 hours since my wd and still pending without any explanation
Regards
Bulent
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5 months ago
Hi There,
I checked the account and the withdrawal was requested at 1pm GMT on 4th June 2024.
I have checked the account and see that the withdrawal is currently being checked by our payments team as all wins must be verified before the withdrawal is completed (via our game partners where relevant) and this can sometimes take a little longer.
There is nothing to worry about as it’s a standard process. Upon successful review and completion, you will receive an email accordingly to let you know it's been done.
Thank you for your understanding.
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5 months ago
Hi There,
I have checked this again and see the withdrawal was processed yesterday shortly after our last reply and the funds have been sent to the card registered on the account. The funds should arrive with you shortly.
Thanks for understanding.
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5 months ago
I received the funds , we can close the case thanks
thank you Casino Guru
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5 months ago
Dear bulentabi,
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,
Kristina
Casino.Guru
