GG.BET Casino - Pelaajien kotiutukset viivästyvät huomattavasti.

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.

Dear morpheus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Best regards

Petra

Hello Petra,

Amazingly fast response. Thank you so much. Let me answer your questions above:

1.In the screenshot above, you'll see my last successful withdrawal dated Feb 18 paid to my Gcash account. My last successful withdrawals were actually processed within 24 to 48 hours. After I request withdrawal, GGbet system tags it New, and after 12 hours its status changes to "In Progress" (deducts amount from my account balance) and within 48 hours its paid to my Gcash or Paymaya Account because their payment team takes care of sending out withdrawals. In the screenshots below you will see the 24 pending withdrawals that I have, the dates they were filed and they are still tagged as "NEW". No movement whatsoever.

2.For my 24 pending withdrawals, I asked for it to be sent to my Gcash and Paymaya accounts. These are also the methods I used for funding my account. Screenshot above shows previous successful withdrawal to my Gcash and screenshot below shows previous successful withdrawals to my Paymaya account. There should be no issues for both these ewallets to receive my withdrawals.

3. The current cash balance in my account includes some winnings from bonuses but the wagering requirements of these bonuses have already been fulfilled. What's nice with GGbet interface is that it shows your real cash balance and below that, it shows bonuses (where applicable). Bonuses are not credited to real cash balance until their wagering requirements are fulfilled. By the way, after I won the tournament, I noticed I could not access GGbet's bonus sections nor can I participate in their tournaments. So I definitely don't have any bonuses now. It's a bummer they don't give me access to bonuses anymore but I understand that is their prerogative.

4.As seen from screenshots above, all my 24 pending withdrawals are still tagged as new. The earliest pending withdrawal I filed on Feb 18 - still no change in status. The amounts are not even deducted from my account's real cash balance.

Let me know if you need further information. I'll be happy to share with you.

Thanks, Petra.

Thank you for your reply and for providing the previous details, morpheus.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Screenshots sent to your email. Thanks Petra.

Dear morpheus

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 Romi (romana.r@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,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the GG.BET Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear GG.BET Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello,

We have carefully reviewed your account and all withdrawal transactions. 

We would like to inform you that some of your withdrawal requests have already been successfully processed, namely:

13675ddc-4637-4897-bbad-a74c96598edb, 02881420-c84e-45ae-87df-0491525f3b5f, ec2afa68-962a-4a0f-a468-e859e893d5f3, 1c4a2a2c-1079-442b-ba9a-647124a394c8, 51fad7f2-554a-48f3-93f3-fec9317d0032, 46867dd1-88c3-4621-9850-17233c3fa819, b5e1606a-c685-4812-a7af-655ce6b8bc69, 7682b091-3587-4de5-9892-c14d36bf7a2b, ea30e989-8090-4063-8fc5-f8647c880e0a.

Additionally, our support team has informed us that some transactions were not successfully processed due to technical issues on the payment provider’s side. Therefore, we kindly ask you to recreate these withdrawal requests using an alternative payment method available in your Cashier.

Please note that withdrawal processing times may vary depending on verification procedures and internal regulations, as each transaction is reviewed individually to ensure security.

We sincerely apologize for the inconvenience and appreciate your patience.

Hello,

We completely understand your frustration regarding the rejected transactions and the delays experienced.

After carefully reviewing your case, we would like to clarify that the rejected withdrawals were not declined arbitrarily, but due to technical issues on the payment provider’s side. For example, regarding transaction cbcd4176-218b-4617-aa07-89ba6ac111d2, you were notified via email that it was marked as failed due to a technical error during processing.

Similarly, the following transactions:

36dcfb94-3a96-4cb8-9869-f7a7c746518b, 486d0471-b94b-4d27-b613-25cae4eb3398, 6315c291-3902-4c3f-8cb0-d8f7aab5534c, 9d6dce53-e2d8-423c-bc0b-4fe041aaa4b7, 9fe11f9d-e654-42f9-9c18-784fa49d0952, 06037140-c7ec-4c55-af4b-6a204b716280, 4282a9cd-cf9c-470c-9aab-106c3e6b6cf2, 862d3d44-e34c-4ae0-9d62-ee46049ef48f, 9543bae8-ab00-4500-8443-87dbb34f9ec8, aae1a7ed-8973-401b-962d-2327e24d7765, fec37e1f-8bbd-4400-808f-41940fd938cf were also unsuccessful due to technical issues during processing on the payment system side. You were advised to recreate these requests using an alternative withdrawal method.

Additionally, other transactions (including b708c1e8-34e6-4d81-a399-56f9e81f8c14 and several others) were canceled for the same reason, and corresponding notifications were sent with recommendations to use a different payment option.

We understand your concern about using the same method for both successful and failed withdrawals. However, such inconsistencies can occur due to temporary technical limitations, provider-side restrictions, or processing errors that are not always persistent but may affect multiple transactions intermittently.

To help ensure successful withdrawals moving forward, we strongly recommend following the guidance previously provided — specifically, trying an alternative payment method. If cryptocurrency options are available in your Cashier, they are often the fastest and most reliable, with a higher success rate.

Please also note that withdrawal processing times may vary depending on the procedures required to comply with regulatory standards, as well as the Company’s internal policies. The timeframes and order of processing are determined individually for each transaction. These measures are essential to ensure the safety and integrity of all transactions. Additionally, extra verification checks may be conducted without a fixed timeframe, as they are necessary to confirm all relevant details.

We truly appreciate your patience and understanding, and we remain committed to assisting you in successfully completing your withdrawals.

Dear user,

Is it possible for you to use the alternative payment method, please, as the casino representative offered above?

Even though I can understand your point, the casino has come forward with the alternative, and you should take it in order to receive your winnings.

Thank you for your understanding.

Respectfully,

Romi

There are no crypto options in my cash box account. However, I'm open to sharing my Bitcoin wallet here (with Casino Guru as witness) and ggbet can process the withdrawals thru btc deposits to my account and we verify the transactions here.

I would also like to point out that the withdrawal methods that I've given them are also methods that have worked successfully for past withdrawals which is why I don't understand why they claim majority of my withdrawals supposedly had errors. I'd like them to provide screenshot of the errors please.

Dear morpheus,

Thank you for your message and for sharing your perspective.

First of all, we would like to clarify that it is not possible to process withdrawals in the way you described (for example, by sending funds directly to a Bitcoin wallet outside of the platform). All withdrawal requests must be created and processed only through our website. This is a mandatory requirement to ensure security, proper tracking of transactions, and compliance with our procedures.

Please also note that all available payment methods for withdrawal are displayed in the cashbox section of your personal account. These options may change from time to time therefore we advise you to follow the updates in your cashbox.

Regarding your concern about inconsistent results with the same payment method: each withdrawal request is processed individually and goes through multiple checks. This is why it is possible that some requests using the same method are successful, while others may be declined due to different factors during processing mostly on the payment provider's side.

As for your request to provide screenshots of the errors - unfortunately, we are unable to share such information, as it is considered confidential and cannot be disclosed.

We understand how important this matter is for you and appreciate your patience. 

Dear morpheus,

Thank you for your detailed message.

We understand your frustration, especially given the waiting time and repeated rejections. However, we would like to emphasize once again that each withdrawal request is processed individually and independently from others. Even if the same payment method is used (such as GCash), different transactions may have different outcomes, as each one goes through its own set of checks and processing stages.

As mentioned earlier, technical issues that may lead to delays or rejections can occur on the side of the payment provider, and unfortunately, these are not something we can directly control.

That said, we have reviewed your account and can confirm that today one of your withdrawal transactions in the amount of 48,692.60 PHP has been successfully completed.

We kindly ask for your patience regarding the remaining requests and would like to reassure you that your funds will be processed accordingly. We are not interested in delaying payments, and all transactions are handled within the framework of our procedures.

We sincerely apologize for the inconvenience and the waiting time you have experienced. Your case is not being ignored, and we appreciate your understanding while the remaining transactions are being processed.

Dear morpheus,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru