Genting Casino ES - El retiro del jugador se ha retrasado.

Hello, the casino doesn't want to pay me the stated amount. I've verified 3 credit cards, and each time I verify them, they add a new card that I don't have. It seems like they are making up cards to avoid paying, and I want to file a complaint to recover my money. Any solutions?

Hola el casino no me quiere pagar dicha esa cantidad ya verifique 3 tarjetas de crédito. Y cada vez que las verifico me ponen una tarjeta nueva que yo no dispongo de ella. Parace que se inventan las tarjetas para no pagar lo cual quiero poner denunciar para poder recuperar mi dinero alguna solución?

Dear Javiastur_32, 

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 did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Please note that the casino is eligible to verify all the payment methods you used for depositing.

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

Everything is verified, the Spanish ID, 3 credit cards in my name are verified and a last card that I do not have and they do not want to delete it since it is not activated and the bank does not give me the cancellation certificate because more than 2 months have passed.

Which makes it impossible for me to verify the card they are asking me for. And secondly, they are asking me to verify a card that I do not have.

Está todo verificado el DNI español 3 tarjetas de credito a mi nombre verificadas y una última tarjeta que no tengo ni me la quieren borrar ya que no está activada y el banco no me da el certificado de baja por qué ya pasaron más de 2 meses

Lo cual se me hace imposible verificar esa tarjeta que me piden. Y Lo segundo me están pidiendo verificar una tarjeta que no tengo.

Have you used the problematic card for depositing to the casino before?

Has the validity of this card expired or have you canceled it?

Have you visited your local bank to request a document proving that you were the owner of the card requested by the casino?

Hi There,

We checked the account and see that there are still 2 cards that have been used to make deposits on the account that have not yet been verified.

If you no longer have one or both of these cards, you will need to provide a full, official bank statement showing the deposits made to the casino with these cards to fully verify the account as advised in an email from our support team

For further assistance, please contact our support team on the chat option via your account or by sending an email to soporte@gentingcasino.es so they can give you the full details of the cards we still need to verify.

Thank you for understanding.

Dear Javiastur_32,

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.