Genting Casino - Withdrawal of player's winnings has been delayed.

I am raising this as I have seen a lot of talk around genting and their withdrawal times, which I have been told numerous times it's within 24 hours unless further verification is required, my account is fully verified, been using it since 2016 onwards and have deposited and withdrawn bigger amounts than this with more or less instant payment.

I have asked 3 times today 8am, 1pm and 4 pm regarding the withdrawal and all they say is it's currently due to a large amount of withdrawals currently going through and the team working through them.

I'm not too happy with this as they are willing to take money instantly but giving it back is taking a lot longer than it should.

Also every time I speak to them about the withdrawal they say I should put a limit on what I could spend of that withdrawal while the money is currently pending withdrawal, I've told them the funds and my bank are ok and have no issues.

Dear Ginger2k9,

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

Just to confirm, their withdrawal is within 12 hours and up to 24 hours, however it has now been 28 hours and counting and still not received an email saying the funds are currently in progress to be withdrawn

This can be closed, after contacting them again it's appeared in my account within a few hours

Dear Ginger2k9,

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