GG.BET Casino - Pelaajan kotiutukset viivästyvät ja tili on lukittu.

Dear casino guru, I would need your help with GGbet.

They are delaying my payments and continue crazy verification process that I'm not sure is reasonable. I have provided multiple ID selfies with different papers on my hand, proofs of payment methods etc and still my account is not verified.

My account was fully verified long time before they suddenly started to ask new ID selfies etc. Can you please contact the casino and ask what is the issue? Live chat can't help me.

I have not used any bonuses and played sports and casino. I have also made several withdrawals before. This is very strange and I would like to continue playing here. But now they started to cancel my withdrawals that I have pending and locked me out of my account. Please help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GG.BET Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Which documents have you provided to the casino so far, and in which format?
• Could you please confirm that you provided the casino with the documents they requested? Are there any obstacles preventing you from submitting the documents the casino requested?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I did have not used any bonuses. I have provided every document they have requested.

Proof of my Skrill and Neteller accounts.

My ID.

Two time a selfie picture with my ID and two different hand written notes.

And then we had a verification call where I answered perfectly and truthfully to the questions about me and my gaming activity. But still they decided to claim I'm not the one using my account, even I responded correctly to their questions and they literally saw me. It's not even possible to someone else to use my account.

So there must be some misunderstanding or miscommunication here, because this makes no sense. Please help me reach out to them to solve this matter.

Thanks for your reply.

Could you please specify which games you have played in the casino? Which payment providers?

Which payment method have you used to deposit?

Which devices have you used to access your player's account?

Please let me know.

I have played slots and sports. Can't recall exact games tho. I play a loooot in different casinos.

I have only used Skrill and Neteller if I remember correctly.

I have probably used two different phones to log in to this casino.

Dear Olliriisi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Olliriisi,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite GG.BET Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

Thank you for giving us the opportunity to respond to this complaint.

Based on the answers provided during the interview, our Security Department concluded that the person participating in the verification process was not the same individual who had been regularly using the account.

We understand that this may not be the outcome you were hoping for. However, the decision was made following a thorough review of the information available to our specialists, and there are no grounds for further reconsideration of the case.

The interview consisted of standard account-related verification questions. Unfortunately, several of the answers provided did not match the information associated with the account, which led to the outcome of the review.

Our specialists always assess each case carefully and are prepared to give users the benefit of the doubt whenever possible. If there had been reasonable certainty that the account holder and the interview participant were the same person, the account would not have been permanently closed.

As a result of the review, the account has been permanently closed, and this decision is final. We kindly ask for your understanding and respect for this outcome.

Dear GG.BET Casino Team,

Thank you for the response.

I want to kindly ask you to send me supporting evidence to my email address (martina.b@casino.guru). Thank you in advance

Hello,

I feel that the interview interview was a trap. I play on dozens of casinos at the same time so it's impossible for me to remember everything. There was no doubt that I'm the one using the account. They literally saw me and I answered correctly to the questions I remember. There was also no opportunity even to explain myself if there was some misunderstandings or miscommunications. My account was locked long before the interview so I couldn't even check any details. They just took my legit winnings.

Dear Olliriisi,

Please note that verification interviews are conducted as part of standard security procedures designed to confirm account ownership and ensure compliance with the platform's rules. The final decision is based on the overall verification results and not on a single answer or question.

We also understand your concern regarding access to account information during the review process. However, certain restrictions may be applied while verification is ongoing to protect the security of the account and the integrity of the investigation.

Dear Martina,

We will contact you via email shortly to clarify all the details and review this case further.

Thank you for your patience and understanding.

Dear GG.BET Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We are currently awaiting additional information from our colleagues in the relevant department.

We kindly ask for a little more time so that we can provide you with a complete and accurate response.

Thank you for your patience and understanding.

We remain in contact and will update you as soon as we receive further information.

'' The final decision is based on the overall verification results''

I provided two different selfies with hand written notes, I provided ID photos, proof of my payment methods. And verification call where you literally saw me and I answered as best as I remembered. I play bit too much maybe on so many casinos so some things I cant just recall. Specially when I couldn't even log in because you blocked my account. After all this very thorough verification you took big amount of money from me. I can't understand how you can say that I didint pass the verification.

Dear GG.BET Casino,

if you can respond to my email I sent 19th June, I will very appreciate it

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This casino seems like a complete scam, how can it be promoted here with such a high ratings I'm wondering.

Dear GG.BET Casino,

I would like to kindly inquire about the estimated timeframe for when we might receive the supporting documents. Thank you in advance

Dear GG.BET Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We have already provided our response via email. Thank you.

Kind regards,

GG.BET Team

Greetings, all.

Thank you, GG.BET Casino, for providing all the information and the evidence about this case.

Dear Olliriisi,

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. As you have not pass the verification call, the casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.