Genting Casino からの回答

2026年8月30日

Hi Mr Royston Tyler, glad to hear you're having fun playing with us. Best, The GentingCasino Team

Genting Casino からの回答

2026年8月29日

Hi Sadza,

Glad to hear you're enjoying it! We’ll keep working on bringing even more jackpots to the tables.

The GentingCasino Team

Genting Casino からの回答

2026年8月29日

Hi Vs,

Glad to hear you’re enjoying the simple setup and getting straight to the gaming.

The GentingCasino Team

Genting Casino からの回答

2026年8月31日

Hey Neal,

We’re sorry to hear about the freezing you experienced while playing Fishing Frenzy and understand how frustrating this can be, especially when you feel your balance was affected.

Game freezes can sometimes be caused by an unstable internet connection, browser/device issues or temporary technical problems. We recommend playing with a strong and stable Wi-Fi or mobile data connection and keeping your device and browser updated.

For a smoother gaming experience, we also recommend downloading our app and playing directly from your phone. This may help reduce browser-related issues and provide a more stable experience.

Please remember that game outcomes are determined independently by RNG, and results are subject to chance.

The Genting Casino Team

Genting Casino からの回答

2026年8月31日

Hey Edward,

We’re sorry to hear that you’ve had a disappointing experience, particularly with bonus games and the results you’ve been seeing.

Game outcomes are determined by Random Number Generator (RNG) technology, meaning each spin is independent and unpredictable. Winning streaks and losing streaks can naturally occur due to chance, and RTP represents a theoretical long-term return rather than a guarantee of winnings in an individual session. RNGs and game performance are also subject to testing requirements to ensure games operate according to their stated probabilities.

We appreciate you sharing your feedback and understand that the results may not always be what you hoped for.

The Genting Casino Team

Genting Casino からの回答

2026年8月31日

Hey there,

We’re sorry to hear that you feel this way about your experience. We understand that losing streaks can be frustrating, particularly when you have been playing for some time without seeing the results you hoped for.

Our games use Random Number Generator (RNG) technology, meaning each individual game outcome is generated randomly and is not adjusted based on a player’s previous results, deposits or losses. RTP is a theoretical long-term percentage and does not guarantee a return or a specific result over an individual session.

We take game fairness seriously and the relevant games are subject to independent testing and ongoing performance monitoring.

We appreciate you taking the time to share your feedback.

The Genting Casino Team

Genting Casino からの回答

2026年8月28日

Hey Jean,

We’re sorry to hear that you feel the free spins offered to you were not credited as expected.

However, we have checked your account and can confirm that 10 free spins were successfully credited on 27/08/2026 at 01:07:21 UTC, and our records show that you successfully played them.

These spins were credited without any deposit requirement. We can also see that you have not made a deposit on your account so far.

Therefore, the promotional offer was credited to your account as advertised, and the 10 free spins were successfully used.

We hope this clarifies the situation, and we appreciate you taking the time to share your feedback.

The Genting Casino Team

Genting Casino からの回答

2026年8月28日

Hey Rosalind,

We’re sorry to hear about the difficulties you experienced when trying to upload your documents and complete the verification process.

Please note that your account needs to be successfully verified, including completion of the required liveness check, before you can use your deposited funds for real-money gameplay. This is part of our mandatory verification process.

However, we have reviewed your account and can see that after you contacted us via Live Chat, our agent responded to you and escalated your refund request to our Payments Department. We can confirm that your funds have since been refunded to you.

We apologize for any frustration caused during the verification process and appreciate your patience.

The Genting Casino Team

Genting Casino からの回答

2026年8月27日

Hi TESTING SERVICES UK LTD,

Great to hear you’re enjoying the game selection and quick payouts.

The GentingCasino Team

Genting Casino からの回答

2026年8月27日

Hey Grant,

We’re sorry to hear about the experience you describe. However, from your review, it appears you are referring to a retail casino location, rather than our online casino.

Our online casino is a separate entity. As a result, we are unfortunately unable to comment on or investigate matters relating to experiences at those venues.

We would recommend contacting the retail casino directly so that your concerns can be addressed by the appropriate team. Their TrustPilot page is: https://www.trustpilot.com/review/www.gentingcasinos.co.uk

The Genting Casino Team

Genting Casino からの回答

2026年8月27日 に更新

Hi RICHARD MCNEE,\n\nGlad to hear you're enjoying the easy experience and great content.\n\nThe GentingCasino Team

Genting Casino からの回答

2026年8月27日

Hi Kenneth,

We’re sorry to hear that you feel this way about your experience.

Game outcomes are determined by a certified Random Number Generator (RNG), meaning each spin is random and independent. While 0 and 00 can certainly be difficult to hit, every number has its assigned probability and previous results do not influence future outcomes.

Unfortunately, short-term results can sometimes include long periods without landing on particular numbers, which is a matter of chance rather than the outcome being predetermined.

We understand that this can be frustrating, and we appreciate you sharing your feedback.

The Genting Casino Team

Genting Casino からの回答

2026年8月27日 に更新

Hi Tom,

We’re sorry to hear that your experience did not meet your expectations. We completely understand that significant losses can be frustrating, especially when you feel you have experienced a prolonged run of losing spins.

All our casino games use certified Random Number Generators (RNG), meaning each game outcome is generated randomly and independently. Short-term results can therefore vary considerably, and unfortunately, there is no guarantee of a particular balance of wins and losses during gameplay.

We are a fully licensed and regulated operator, and our games are provided by licensed, independently audited game providers. The RTP is a long-term statistical figure and does not guarantee a return over an individual session or a specific number of spins.

We’re genuinely sorry that your experience was disappointing and appreciate you taking the time to share your feedback.

The Genting Casino Team

Genting Casino からの回答

2026年8月26日

Hi Robert_C,

Glad you had fun!

The GentingCasino Team

Genting Casino からの回答

2026年8月25日

Hi Mr. Sorof Uddin,

Good to hear you’re enjoying the games on our site! Your feedback is appreciated.

The GentingCasino Team

Genting Casino からの回答

2026年8月25日

Hi wlter berrycustomer,

Thanks for sharing your experience! We're glad to hear it was easy to join.

The GentingCasino Team

Genting Casino からの回答

2026年8月26日

Hey Kamal,

Thank you for taking the time to leave your feedback.

We’re sorry to hear that you feel this way about your experience with us. We always aim to provide the best possible experience for our players, and constructive feedback helps us understand where we may be able to improve.

If you’re willing, we would really appreciate it if you could share some more details about what went wrong or what you feel we could do better.

The Genting Casino Team

Genting Casino からの回答

2026年8月24日

Hi Atif Mahmood,

Thanks for the kind words! Glad you had fun with us.

The GentingCasino Team

Genting Casino からの回答

2026年8月24日

Hi customer,

Glad you had fun! Thanks for the kind words.

The GentingCasino Team

Genting Casino からの回答

2026年8月24日

Hey Rachel,

We are very sorry for the inconvenience and frustration caused by the issue you experienced with your account, especially as you had contacted us about this several times.

We can confirm that the issue you reported has now been resolved by our team. Your account should be working as expected, and you would be able to play as usual if you decide to rejoin us.

We sincerely apologize that this was not resolved sooner and understand your disappointment. We appreciate your patience and hope you may consider giving us another opportunity in the future.

The Genting Casino Team