Player from Ecuador had their withdrawal denied due to a "system error." After providing all requested documents for verification, the casino blocked the account, citing violations of the verification process. The player is calling for a review and the implementation of a clearer verification process. The complaint was rejected as the player stopped responding.
GGBet Casino - Player faces account closure after verification issues.
Amount: $821
GGBet Casino
Safety Index:LowSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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9 months ago
Translation
It's unfortunate that this platform has a good rating.
In my case, they initially denied a withdrawal, claiming it was a system error and that I could retry without any issues.
When I did, they requested documentation, and upon receiving it, they asked for even more documents, which I provided.
Then, they proceeded to block my account, alleging verification process violations with no chance for review. This is ridiculous considering that it is their own system that is failing, and their inadequate data verification leads to clients losing everything. This leaves us totally defenceless. Therefore, it looks like a complete ruse on their part to keep users' funds.
I request a review, and also that they modify their verification process, perhaps by employing a biometric system like any other app.
They are arbitrary in their decisions and are the ones infringing on our rights.
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9 months ago
Hello Vale,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Is anybody else from your household owns an account in this casino or did you have any other account here in the past?
Looking forward to your answer.
Regards,
Nick
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9 months ago
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Good morning, I started the verification process yesterday, after I requested the new withdrawal of funds, that is, because the platform at that time requested it, which is embarrassing since once I created the account I wanted to fill in all the possible sections to verify the ownership of the account but they were not enabled.
Initially the ID and a selfie with the latter plus the user number were requested, and at night the same thing was requested again, which worried me, because if a filter is exceeded I understood that they should put different ones, I went up again the selfie photo highlighting the ID, I assumed that was the problem.
Just yesterday I contacted them, and that's when I found out that they blocked the account permanently with no room for review and worst of all no refund. They must take into account that if it is an account with funds, its process should be suitable for both parties and not unilateral.
I understand your policy of completely making sure that it is the main users who make the withdrawals, but a permanent block, without the user being able to put himself in and show that he is not trying to affect the system, simply wants to get his funds, because he obviously needs them. Their regulations must be strategically placed so that we can know everything we need and avoid making mistakes, unfortunately this is not the case, this may even be an omission on their part because they do not expose them as they should. Actually I did not think to go through something like this, I insist that their verification system should be improved, they would also have to be accessible, aware and logical when making the decision.
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9 months ago
Hello Vale,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru for further review?
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9 months ago
Translation
Good evening, unfortunately they have deleted the attendance record, I have the record of the request that was made to the corresponding email.
I hope you can at least help me to recover my funds, they allude that their users are the ones who have the responsibility, when they put unilaterally and without the correct dissemination of the information (being their obligation) a series of rules that benefit only the platform, and even cause errors to be made. Its terms and clauses are abusive and totalitarian since they do not allow the user to have the possibility of presenting opposition, for which reason they can be considered illegal, this, because it limits and violates the rights of the consumer.
It should not even be mentioned that when it comes to a deposit they give all the existing facilities and no reasons or technical problems are generated, only when it comes to getting hold of the funds do the obstacles begin, which even surely make some decide to withdraw without being able to have your money.
The review is necessary, since when looking at the complaints presented here it is evident that your verification system is obsolete and does not really meet its objective, it is the reason for so many problems that are evident. They should take all this as feedback, since it is necessary to implement a system that does not repeatedly ask for the same requirements and that actually has an adequate way of verifying the ownership of the account, I considered giving it frequent use due to the qualification that is granted, but, it is only when you use it that you realize that you are not worthy of it, which is a shame.
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8 months ago
I would like to ask GGBet Casino to join us and help us resolve the player's issue. Can you please clarify why did the player fail the verification process?
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8 months ago
Hello,
We understand your concerns and apologize for any inconvenience you've faced during the withdrawal process. It's important to clarify a few points to provide a clearer picture of the situation.
When a withdrawal is requested, it's our responsibility to ensure the security and legitimacy of the transaction. This involves verifying the identity of the account holder and ensuring that the payment methods used belong to the account owner. The verification process is a standard procedure designed to protect both our users and our platform from potential fraudulent activities.
Regarding the situation you mentioned, it appears that the initial denial of withdrawal might have been due to a technical glitch or system error. We sincerely apologize for any frustration this may have caused. We also understand that the request for additional documentation might seem inconvenient, but it's a necessary step to ensure the security of your account and the funds involved.
In reference to the account block, we take data security very seriously. The use of graphic editors or any form of photo manipulation in the verification process is strictly prohibited. This is to ensure the authenticity of the documents submitted and to prevent any potential misuse. While we understand that such measures might seem stringent, they are in place to protect both our users and our platform.
We are continuously working to enhance our verification process and streamline the user experience. Your feedback is valuable, and we'll certainly consider your suggestion about employing biometric systems or other methods that can enhance security and convenience.
Also, we want to assure you that we take all interactions with our customers seriously. We want to clarify that we do not delete any attendance records or conversations. Our system logs all communications, including email correspondence, chat sessions, and support calls.
If you believe there has been a misunderstanding or would like to further discuss your situation, we encourage you to reach out to our customer support. We are committed to addressing your concerns and finding a resolution that is satisfactory for you.
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8 months ago
We've unlocked your account and re-requested the necessary photos. Please do not use graphic editors and provide all photos in good quality.
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8 months ago
Hello Vale,
Please follow the casino's instructions and let us know the outcome of the verification as soon as possible.
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8 months ago
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Good morning, sorry for the delay, I actually wanted to exhaust all possibilities to be able to issue a correct update.
The issue of verification was the first thing I did, it took several attempts but it was finally achieved. A recommendation for users would be to try to make the selfie box as close to their face and to the documents they are requesting. They should even do it with the rear camera and not the front one.
Now, for withdrawals, the thing continues to be the same scenario, which for technical reasons are rejected, I'm just waiting for a withdrawal request that I made on August 29 at 1:11 p.m., which is still in progress, which is something encouraging but not at the same time, since supposedly in 24 hours it should have been made in my account, I hope it will not be rejected like the previous times. So far I have not been able to make any successful withdrawals.
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8 months ago
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Good morning dear Casino Guru, if you would be so kind as to help me resolve this problem, it has been too long and I can't find a way to solve it with the information they have given me in GGBet support.
Thank you for your time.
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7 months ago
Dear GGBet Casino,
Can you please advise what is the player's verification status and why is he still experiencing issues with withdrawals? Is there anything else the player needs to provide?
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
Hello!
Thank you for reaching out to us regarding the player's verification status and withdrawal issues. We can confirm that the player's account has been successfully verified.
The ongoing withdrawal issues are related to a technical problem on the payment method side, specifically with bank transfers to Ecuador. Due to this issue, all withdrawals made through this method had to be cancelled.
To resolve this matter, we kindly ask the player to consider using an alternative payment method for his withdrawal. This should allow for a smoother and more efficient withdrawal process. If the player encounters any further issues or has questions about the available payment options, please reach out to our customer support team for assistance.
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7 months ago
Translation
Good morning, actually of the methods available for withdrawal in my region, the bank transfer option is the only one available in my case, in addition to having been the way in which the deposit was made, and as they point out in their regulations it is It should be the right one for retirement.
When I contacted support, their response was always that although they transferred me to the financial department, which ended up telling me to generate a new request and that's it, they never mentioned the particular that the GGBet representative now points out. I made requests to please help me with assistance to achieve the withdrawal with another method (taking into account the background of my case and especially the region) and they told me that they cannot recommend any, since the user has their preferences.
On this occasion I would like you to kindly tell me which would be the best withdrawal option used for my region and, above all, that it be effective. This is because the options are limited, and in reality, apart from the bank transfer, the others are related to crypto platforms and only 2 are wallets, which I do not know how they work. I understand that there are more users who are located in my location and in their system they must have a record of what would be the method in which the withdrawal is successful. I hope to have a favorable reception to be the beneficiary of this information and I advance my thanks.
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7 months ago
Hello Vale,
Can you please advise which exact payment methods are currently available to you?
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7 months ago
Translation
Good afternoon, I am attaching a screenshot with the withdrawal methods that are reflected in my area.
Most of them are other applications which I have never used and obviously I have no idea what the withdrawal process through them would be like. For all this, I ask that GGBet mention which method is suitable for me, since there must be more users in my territory who are successfully making their withdrawals.
I appreciate your attention, I hope to be able to achieve a successful withdrawal after this latest update, because it has been 3 months since these problems arose and I have never been given a solution by the casino.
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6 months ago
Hello Vale,
As there is quite a lot options, I would recommend to make one of the wallets as the casino can't decide for you which one to create. Basically Skrill and Neteller works the same (similar to PayPal if you ever used it).
Regarding the crypto payments - we have little knowledge what regulations or laws each country has so I'm not sure if it's a good option to use.
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