Genting Casino からの回答

2026年9月21日

Hi Wayne,

We’re sorry to hear that you’ve been disappointed with your experience, particularly as you haven’t had a withdrawal for some time.

Game results are determined by chance, so unfortunately we can’t guarantee wins or withdrawals, regardless of how much is deposited or how long someone plays. We understand that experiencing a long run without the results you’re hoping for can be frustrating.

Thank you for taking the time to share your feedback.

The GentingCasino Team

Genting Casino からの回答

2026年9月21日

Hi There,

We appreciate your review and are sorry to hear you weren’t fully satisfied. To better understand your concerns and resolve the issue, we kindly ask for more information. Please contact our support team so we can assist you further.

We look forward to hearing from you and making things right.

The GentingCasino Team

Genting Casino からの回答

2026年9月21日

Hi Neil,

We are sorry to hear that you did not receive the spins with your deposit.

Upon checking the account, we see that you attempted to claim an offer with a deposit; however, the first deposit failed, and when you managed to make a successful deposit, the offer was not claimed with this deposit.

As you attempted to claim it with the failed deposit, as an exception, we have now added these for you and if you head over to your rewards or open Big Bass Bonanza, the spins should be there waiting for you!

Thanks for understanding,

The GentingCasino Team

Genting Casino からの回答

2026年9月21日

Hi Barry,

We’re sorry to hear you feel there were no free spins available without making a deposit. However, we’ve checked your account and can confirm that free spins were credited to you upon registration and that these were subsequently played.

We appreciate you taking the time to leave your feedback.

The GentingCasino Team

Genting Casino からの回答

2026年9月19日

Hi Giz,

Glad you had fun and enjoyed the experience.

The GentingCasino Team

Genting Casino からの回答

2026年9月18日

Hi Amanda,

Glad to hear you’re having fun.

The GentingCasino Team

Genting Casino からの回答

2026年9月17日

Hi Kirsth,

Glad to hear the quick deposits and withdrawals made for a smooth experience. Really nice to know you're happy overall.

The GentingCasino Team

Genting Casino からの回答

2026年9月17日

Hi johkyr_yh, glad you're enjoying the games, free play, and deposit free spins — nice to know the freebies are landing well too.

The GentingCasino Team

Genting Casino からの回答

2026年9月17日

Hi James,

We’re sorry to hear that you're having trouble with your account. To help resolve this issue, please try the following steps:

1) Use a different device or browser – We recommend using Google Chrome for the best experience.
2) Clear your browser history, cache, and cookies – This can help resolve potential conflicts.
3) Close any unnecessary apps or programs – Other applications running in the background may interfere with the process.
4) Uninstall and Reinstall the App.

If you’re still unable to play after following these steps, please send a screenshot or video of the issue to contact@gentingcasino.com and our technical team will investigate further.

The GentingCasino Team

Genting Casino からの回答

2026年9月14日

Hi Joe,

Glad to hear you're enjoying the Genting Casino app.

The GentingCasino Team

Genting Casino からの回答

2026年9月15日

Hey Ben,

Thank you for taking the time to leave your feedback. We’re sorry to hear that you feel you have had a negative experience with us. We genuinely appreciate constructive feedback, as it helps us understand what may have gone wrong and where we can improve.

If possible, please provide some more details about what happened and why you feel you were scammed. This will help us better understand your concerns and, where possible, look into the matter further.

The Genting Casino Team

Genting Casino からの回答

2026年9月15日

Hi Kevin,

Thank you for sharing your concerns. We understand your disappointment regarding the verification process and the restrictions on your account.

To complete the required verification, we specifically need payslips covering the last 3 months, or alternatively your most recent P60, together with 3 months of bank statements. Based on our records, all this documentation has not been uploaded from your end.

All requested documentation must be provided and successfully verified before we can review the restrictions currently applied to your account and determine whether you can continue playing and making deposits.

We appreciate your cooperation and understanding while these checks are completed.

The Genting Casino Team

Genting Casino からの回答

2026年9月14日

Hi Clive,

Happy to hear the payout came through so quickly — that’s exactly how it should be.

The GentingCasino Team

Genting Casino からの回答

2026年9月15日

Hey Georgina,

Thank you for taking the time to share your concerns. We completely understand how upsetting it would be to believe that winnings had been removed from your account, and we’re sorry for the frustration this situation may have caused.

We have carefully checked your account and can confirm that no real-money funds were ever used on your Genting Casino account. Our records also show that you did not make any deposits to the account. As a result, we’re unable to confirm the presence of the £369 in real-money winnings you mentioned or any corresponding real-money balance that could have been withdrawn.

We appreciate that this may not be the outcome you were hoping for, but we hope this clarification helps explain what we can see from the account records.

The Genting Casino Team

Genting Casino からの回答

2026年9月15日

Hey Eugene,

Thank you for taking the time to share such detailed feedback. We’re sorry to hear about the experience you described and understand why witnessing these interactions would have affected your overall impression and enjoyment of your visit.

However, based on the details in your review, it appears that your concerns relate to a land-based Genting Casino retail venue. We are an online casino and do not operate or manage the retail casinos, so unfortunately, we are not in a position to investigate or comment on the staff management and conduct you have described.

We would kindly recommend sharing your feedback directly on the Trustpilot page for Genting’s retail casinos, where the appropriate team will be able to review your concerns and provide any assistance or follow-up that may be required. Link: https://www.trustpilot.com/review/www.gentingcasinos.co.uk

Thank you again for bringing this to our attention, and we hope your concerns can be addressed by the relevant team.

The Genting Casino Team

Genting Casino からの回答

2026年9月15日

Hey Ryan,

Thank you for your feedback! We really appreciate constructive feedback, as it helps us understand where we can improve. Please feel free to let us know what we could do better, and we’ll be happy to take your suggestions on board.

The Genting Casino Team

Genting Casino からの回答

2026年9月14日

Hi niqniq_qi,

Glad to hear it's been easy to use and fun to play.

The GentingCasino Team

Genting Casino からの回答

2026年9月14日

Hi Steven,

Thanks for the kind words — great to hear you like the website.

The GentingCasino Team

Genting Casino からの回答

2026年9月14日

Hi Sean,

Glad to hear you're enjoying the site and our promotions.

The GentingCasino Team

Genting Casino からの回答

2026年9月14日

Hey Karen,

We understand your frustration. As a licensed operator, we are required to carry out responsible gambling checks in line with regulatory and government guidelines.

These checks are not based on your personal circumstances or lifestyle, but are part of the measures we have in place to help ensure gambling remains safe and sustainable.

The Genting Casino Team