The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money hadn’t been received yet. The casino credited the withdrawal amount back to the player's account and suggested using an alternative payment method due to technical issues with the original method. The player insisted on using the same method despite the casino's warnings. Eventually, the winnings were paid out, and the complaint was marked as resolved.
GGBet Casino - Player believes that their withdrawal has been delayed.
Amount: €400
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Hi there,
Thirteen days ago, I requested a withdrawal, but I've been repeatedly told since then that the payment is with the payment provider for processing. I am fully verified, and I have complied with all the terms and conditions.
However, how is it possible that I now have to wait almost two weeks? According to the terms and conditions, the money should be paid out within 2-5 business days! The support team couldn't provide me with a more precise timeframe for the payout either. They just keep saying "as soon as possible"—and this after 13 days!
It would be nice to get a clear answer on how long I still have to wait, especially since I am verified. I believe that if one can deposit money immediately and also lose it immediately, the casino should be interested in paying out the money as quickly as possible as well. So far, I haven't had any issues with the casino, but after 13 days and vague responses from support, I feel like I'm being strung along.
I request the fastest possible resolution of my issue and more transparency for both the current situation and the future.
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5 months ago
Dear gosu666999,
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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5 months ago
Translation
Hello
No I haven't received anything yet!
They say it will be processed as quickly as possible. It has now been 15 days since the withdrawal request. They cannot give me a more precise date.
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5 months ago
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Hello
It's been 17 days now and support still says... your payout is normal and is being processed. But for technical reasons it's delayed.
What kind of technical problems? I'm not being told about them. And I'm not being told how long it will take either.
I've waited 14 days now. So what's the problem?
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5 months ago
Thank you for your reply, gosu666999. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Did you accumulate your winnings with or without an active bonus?
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
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5 months ago
Translation
Yes, there have been successful withdrawals. This is the last of 4 withdrawals.
And no it was not an active bonus.
The status is in progress.
And so far nothing has happened. It's been there for 17 days now. Support has been saying the same thing over and over for 17 days.
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5 months ago
Could you please advise when you made the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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5 months ago
Translation
The last payout was on June 3, 2024. The processing time was the same day in my account.
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4 months ago
Thank you very much, gosu666999, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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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4 months ago
Dear gosu666999,
I'm Kubo, 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 GGBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear GGBet Casino,
Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?
Thank you in advance for your response!
Best Regards,
Kubo
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4 months ago
Translation
The money has now been credited back to the player account. But unfortunately I was told that I should use a different payment method. The alternatives are not an option for me! So another payment request was made to the bank account. According to support, this should be processed by the payment provider within the next 5 working days.
But that was the same problem 30 days ago. I waited 5 working days and then I got the message that the payment was delayed indefinitely for technical reasons.
So in the end I'm back at the beginning of the problem. I've now reduced my payout from the original €400 to €299 in order to open a new case. But since my application on June 1st, 2024, no money has been paid out. It's now day 31.
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4 months ago
Dear gosu666999,
We would like to inform you that the amount for withdrawal has been credited to your account by our company as compensation, enabling you to withdraw using an alternative payment method. This information was communicated to you on another site where you also lodged a complaint, as well as in a chat with our support operator.
We have also informed you that we cannot guarantee a faster withdrawal if you use the same method that previously encountered issues. Currently, we are working on resolving these difficulties, and to avoid a prolonged wait, we have provided you with the option to choose a different method to expedite the receipt of your funds.
From our side, we have approached your situation with understanding and have taken steps to accommodate you in resolving this matter. Since you opted to use the same method, we regret to inform you that we cannot provide specific timeframes for the withdrawal process. We kindly ask for your patience as we continue to address this issue.
Thank you for your understanding.
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4 months ago
Translation
As I said, the alternative payouts are not an option for me. I also don't have an account for other payout methods. So what would the alternative have been for me?
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4 months ago
Dear gosu666999,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as 'resolved' in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
Best regards,
Kubo
