Genting Casino からの回答

2026年10月6日

Hey Ronald,

We’re sorry to hear about the difficulties you’ve experienced with the verification process. We’ve checked the issue, and it appears that the document being used for verification has expired. Please note that we can only accept a valid, non-expired Passport or Driving Licence for verification.

Regarding contacting us, our live chat and email (contact@gentingcasino.com), services are available as normal, so you can use either option to reach our Support Team if you need any assistance.

We hope this helps clarify the situation and allows you to complete your verification successfully.

The Genting Casino Team

Genting Casino からの回答

2026年10月4日

Hi KIAN TAN,

We’re glad to hear the team made a positive impression and shared helpful advice.

The GentingCasino Team

Genting Casino からの回答

2026年10月4日

Hi Shakeel Ahmed,

Glad to hear you're enjoying the online features and had a strong experience with us. We also hear your point on promotions and will keep working to make them more comfortable for everyone.

The GentingCasino Team

Genting Casino からの回答

2026年10月5日

Hi Sebastian,

Thank you for sharing your feedback with us.

We understand that it can be frustrating when the results of your spins do not go as expected. Please note that casino game outcomes are determined by the game’s Random Number Generator (RNG), meaning each spin is random and independent of previous results.

The amount wagered does not influence whether a particular spin will result in a win, and unfortunately, wins cannot be guaranteed.

We appreciate your feedback and hope you have a better experience in the future.

The Genting Casino Team

Genting Casino からの回答

2026年10月5日

Hey Daniel,

Thank you for your feedback.

We’re sorry to hear about the difficulties you experienced while trying to verify your previous debit card.

If you no longer have the card, you can upload a bank statement showing a deposit made to us using that card. This can be used as an alternative way to verify the card.

Please also note that any cards used on your account may need to be verified at some point as part of our standard security checks.

We apologise for the inconvenience caused and appreciate your understanding.

The Genting Casino Team

Genting Casino からの回答

2026年10月3日

Hi James,

Glad to hear the deposit promotion landed well. We also appreciate the note on having more free promotional options — that’s useful feedback.

The GentingCasino Team

Genting Casino からの回答

2026年10月5日

Hey Richard,

Thank you for your review.

We have escalated your request to have the £10 deposit refunded, and the relevant team will review this accordingly.

Please note that we cannot take funds from a customer’s bank account without the customer initiating and successfully completing a deposit transaction. We therefore have no way of taking money from your bank account without your involvement in the deposit process.

Regarding your verification, we can see that the images of your ID provided were very blurry and the image quality was insufficient for the verification checks to be completed successfully. This is why your account could not be verified.

We recommend providing clear, high-quality images of your ID, ensuring that all details are fully visible and readable, so that the verification can be completed.

We apologise for any frustration caused and appreciate your understanding.

The Genting Casino Team

Genting Casino からの回答

2026年10月2日

Hi Kyle,

Glad to hear the site’s been easy to use and the servers are running smoothly. Nice to know our support chat stood out too.

The GentingCasino Team

Genting Casino からの回答

2026年10月2日

Hi Feraru Florin,

Glad to hear you're enjoying it!

The GentingCasino Team

Genting Casino からの回答

2026年10月1日

Hey Parviz,

Thank you for sharing your feedback. We’ve reviewed your withdrawal and can confirm that your requested amount has been processed successfully. An automated email was also sent to notify you that the payment had been completed.

As we haven’t identified any issues with the withdrawal on our side, we’d appreciate it if you could clarify what went wrong so we can better understand your concerns and assist you further.

Please feel free to share your username or email address with us here, or contact our team via live chat or email (contact@gentingcasino.com), and we’ll be happy to look into this further.

The Genting Casino Team

Genting Casino からの回答

2026年9月30日

Hi test_jaywon,

Glad to hear you’re enjoying the interface — thanks for the kind words!

The GentingCasino Team

Genting Casino からの回答

2026年9月30日

Hi Scott,

Sorry the slots weren’t kinder this time, but we’re glad you’re still giving us top marks.

The GentingCasino Team

Genting Casino からの回答

2026年9月30日

Hi there,

Thank you for sharing your concerns regarding the volatility and maximum win limits of the games mentioned. We understand why changes to game features may raise questions.

If you’d like us to look into this further and review the specific games and your experience, please give us your username or email address here, or contact us via live chat or email (contact@gentingcasino.com). We’ll be happy to check this for you.

The Genting Casino Team

Genting Casino からの回答

2026年9月30日

Hey Adam,

We’re sorry to hear that you believe you did not receive the winnings from your 200 free spins.

Please contact our Support Team via live chat or email (contact@gentingcasino.com), or provide us with your username or email address here. We’ll be happy to investigate and clarify what happened with your free spins and any winnings generated.

The Genting Casino Team

Genting Casino からの回答

2026年9月30日

Hey Gem,

Thank you for sharing your feedback. We believe this review may relate to a land-based Genting Casinos venue, rather than our online casino service.

Our online operation is not affiliated with the land-based Genting Casinos in the way described in your review, so unfortunately we are unable to investigate or comment on the experience you have mentioned.

We kindly ask you to contact the relevant land-based team through their dedicated Trustpilot page, where they will be able to assist you further:

Genting Casinos Retail Trustpilot page: https://www.trustpilot.com/review/www.gentingcasinos.co.uk

Thank you for your understanding.

The Genting Casino Team

Genting Casino からの回答

2026年9月29日

Hi Mayrissa, thanks for the lovely words — glad you’re enjoying it and feeling lucky!

The GentingCasino Team

Genting Casino からの回答

2026年9月28日

Hi Stuart,

Glad to hear you’re finding everything easy to use and straightforward.

The GentingCasino Team

Genting Casino からの回答

2026年9月28日

Hi Alex, glad to hear the withdrawals were smooth and the Big Bass wins landed well. Good to know the casino felt straightforward and hassle-free for you.

The GentingCasino Team

Genting Casino からの回答

2026年9月29日

Hi Graham,

Thank you for sharing your feedback. We understand that our responsible gaming checks may feel extensive, however, these checks are required as part of our regulatory obligations and are designed to help us identify and mitigate potential gambling-related risks.

The questions regarding affordability, gambling habits and the ability to meet financial commitments are part of this process. While we appreciate that this may not be the experience every player expects, these checks are an important part of our commitment to responsible gambling and player protection, based on the guidelines we have from our authorities.

The Genting Casino Team

Genting Casino からの回答

2026年9月27日

Hi customer,

Your five-star recommendation says plenty on its own — we’re grateful for the support.

The GentingCasino Team