The player from Germany had requested a withdrawal less than two weeks before submitting the complaint. The payment had not been processed yet. The player was fully verified and had successfully withdrawn funds in the past. The Complaints Team had advised that delays could occur due to various reasons, including KYC verification and high withdrawal volumes. The issue was being investigated by the finance department, and the player was advised to wait as the payment was being processed. The casino had explained that the delay was due to technical difficulties with the third-party payment provider and credited an additional €501 to the player's account, which was subsequently lost due to betting. The complaint was ultimately rejected as the player had failed to respond to further messages.
GGBet Casino - Player claims that payment has been delayed.
Amount: €501
GGBet Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Dear Cashwig,
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
Still no receipt. I was told to call on Saturday and a case would be opened with the finance department. I did that, but today I was told it had been rejected because the deadline had apparently not passed.
still no money received.
Still no receipt. The finance department is apparently looking into it.
By the way, I am fully verified and had withdrawals in January/February, which actually went through without any problems.
Now it is day 12 and NOTHING has happened.
Thank you for your reply, Cashwig. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise us on which payment method you opted for? Was it the same one you used in the past?
- What is 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.
- Did you accumulate your winnings with or without an active bonus?
Hello, attaching screenshots is somehow not possible, it always says: Send reply.
the payment status is in processing.
I have already paid out hundreds of times via bank transfer.
I didn't play with a bonus either. I even had another €500 payout, but I lost it because it took so long.
Could you get a representative from @ggbet?
Thank you very much, Cashwig, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
Thank you for waiting! Although processing should take up to 5 business days, the whole process can be extended. Your request has been forwarded and we have received a response that the payment is being processed by the payment service. The withdrawal will definitely be processed, but unfortunately you will have to wait. We apologize that the whole process is taking longer than it should.
Dear Cashwig,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GGBet Casino representative to join this conversation.
Dear GGBet Casino,
Could you please provide clarification regarding the player's delayed withdrawal?
Thank you in advance,
Mirka
Only empty promises........
Support:
Yes, the usual time frame is 5 working days. Although the processing should take up to 5 working days, the whole process can be extended. I am very sorry that you have to wait.
Hello!
We apologize for any inconvenience caused. At the moment, we can see that your transaction is being processed by a third-party financial service provider. On our part, the payment was processed within the time frame specified by the rules. Unfortunately, we have no influence or access to the system of this third-party service, so we cannot influence the processing time. The finance department is aware of your situation and is actively communicating with them. We have been informed about some technical difficulties that may delay the transaction. We hope your withdrawal will arrive as soon as possible. We look forward to your understanding. Usually, transactions are processed fairly quickly, as your transaction history on our website even shows. We apologize again and ask you to wait a little longer. As soon as we have any news, we will inform you via our communication channels.
@GGBet this answer is not satisfactory and is the same one I received from support. As of this Friday, I have been waiting exactly 3! weeks for the payout.
I am a big league player, if it continues to take this long I will be forced to close the account.
I actually expect that players like me will be given special care.
I feel like I'm communicating with a robot..........
Dear GGbet Casino,
Would you be able to provide a specific timeframe, in which the player can expect to receive his withdrawal?
Thank you.
Hello!
There was a problem processing a previous transaction and we are currently trying to resolve it with our payment provider. We decided to treat you with understanding and loyalty. Therefore, we have credited an additional 501 EUR to your game balance so that you can withdraw this amount using an alternative method, and we would write off the money from the transaction that has problems.
At the same time, we sent you a warning that we were charging this amount and insisted that you create a withdrawal of these funds, indicating that they were charged for withdrawal.
You, in turn, used this money to place bets on several matches and lost them. We would like to emphasise once again that this amount was credited so that you could request a new withdrawal.
Nevertheless, we will not write off the withdrawal amount, and when the problematic withdrawal returns to your game balance, we will allow you to create a new withdrawal request.
I don't understand what you mean exactly.
I couldn't withdraw anything! I should have wagered money first, but that wasn't the case before, because my withdrawal had already been sent out!
I HAD to bet with it because I was asked to win X amount so that I would NOT have to pay a fee.
Of course I lost the money, but if we are honest it should have been in my account long ago.....!
@ggbet
That's very nice! But it's not entirely true. I couldn't withdraw my balance because I had deposited money in the meantime and would have had to either play before withdrawing or pay a 20% fee for the withdrawal.
At €501, 20% would have been €100.20. My payout would therefore have been only €400.80, which is why I played and lost the money.
When can I expect to receive the €501 on the transaction?
Thank you for understanding my situation. However, it was presented to me in such a way that I have to implement it.
Do you know why the transaction is taking so long? It's been more than 30 days. Otherwise, couldn't you transfer the money back to the account so that I can withdraw it?
Thanks.
Thank you for your reply, GGBet Casino.
Dear Cashwig,
Please notify me, when you receive the withdrawal.
