HomeComplaintsGGBet Casino - Player believes that their withdrawal has been delayed.

GGBet Casino - Player believes that their withdrawal has been delayed.

Amount: €1,000

GGBet Casino
Safety Index:High
Submitted: 18 Sep 2023 | Case closed : 26 Sep 2023
Case closed Our verdict

Other

REJECTED

Case summary

1 year ago

The player from Germany requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected as per the player’s explicit request.

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1 year ago
Translation

Hello, I have been waiting for my payout since 06.09.2023. After the 5th day, I was assured that my money is with me. Now I'm being told that the money is with the payment provider and needs to be processed by them. This whole thing seems strange to me. I need help, please.

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1 year ago

Dear Mickstar,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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1 year ago

Dear Mickstar,

Have you received your withdrawal from the casino yet?

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1 year ago
Translation

Hello, no, I have not received a payout.

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1 year ago

Thank you for your reply, Mickstar. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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1 year ago
Translation

I am verified and payments were always made within 2 days. I didn't play with a bonus

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1 year ago

Could you please post here (or forward me) a screenshot of your withdrawal history? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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1 year ago
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as
the same statements are always made.

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1 year ago
Translation

The money was just credited back to my player account

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1 year ago
Translation

withdrawal was attempted afterwards. Was declined. The chat can't tell me why. Something is wrong there.

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1 year ago

Thank you very much, Mickstar, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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1 year ago

Dear Mickstar,


I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.


Now I would like to invite a GGBet Casino representative to join this conversation and participate in resolving this complaint.


Dear GGBet Casino,


Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?


Thank you in advance for providing the information.


Kind regards,

Stefan

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1 year ago
Translation

The case can be closed. I have already deleted my account with them. That's no way for me to deal with customers. Kind regards and thank you very much!

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1 year ago

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 



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