The player from Germany had had an issue with a delayed payout of €570 from GGBet, of which only €70 had been initially paid. An additional €700 in winnings had also been pending for 5 days. The player had been concerned about the split and delayed payments. The Complaints Team had explained that such delays could be typical due to various factors, including KYC verifications and high volumes of withdrawal requests. They had also clarified that splitting withdrawals into smaller amounts was a common practice for managing risks and complying with external regulations. The player later confirmed that all winnings had been received, leading to the resolution of the complaint.
GGBet Casino - Player experiences payment delays.
Amount: €1,200
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
Good day
On January 13th, 2024 I requested €570 to be paid out to my Jeton account from GG Bet. €70 was paid out directly. The remaining €500 was divided into 2x €250 and is still being processed today. Terms and Conditions 8.15 state that withdrawals of less than €300 will be processed on the next working day. Now 7 days and 5 working days are over. I'm just put off in the chat and the support doesn't even respond. It's the same with the €700 that I won on January 15, 2024, divided into 2x€250 and €200 and has been in processing for 5 days. Many thanks for your help.
[name hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
11 months ago
Dear Berthie02,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
11 months ago
Translation
Thank you, Veronica.
I was just wondering that the payout is always split and one part is there immediately and the other is delayed a week. The money has now been paid out and the case can be closed. So I know then. Even though I don't understand it because it's different every time. I've been verified for a long time.
Automatic translation:
Public
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11 months ago
There are several reasons why a casino may choose to divide a withdrawal request into smaller amounts. Smaller withdrawal amounts are processed more efficiently, particularly when managing a high volume of withdrawal requests. Additionally, specific requirements or restrictions on transaction sizes may be imposed by certain payment processors or banking institutions. Splitting withdrawals enables the casino to comply with these external regulations. Furthermore, dividing the withdrawal into smaller amounts serves as one of the risk management strategies to guard against fraud and money laundering. This practice is a precautionary measure aimed at monitoring and mitigating potential risks associated with larger transactions.
I'm glad to hear that you received all your winnings. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
