The player from Germany provided documents for additional verification but the account still hasn’t been verified. After resubmitting the documents, the player's account was successfully verified. The player confirmed he had successfully withdrawn his funds. The complaint was closed as 'Resolved'.
GGBet Casino - Player is struggling to pass the KYC.
Amount: €181.58
GGBet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I recently won € 950 at GG Bet Casino. A payout in the total amount was not possible according to GG Bet. (Maximum € 250) So I had to split the payouts. With the first 3 withdrawals, which took over 3 weeks, this was not a problem for my verified account. During the last payout, I was suddenly asked to verify my account. And suddenly it is no longer possible to re-verify my player account with the associated documents. I don't know what else to do because I am not told what I'm doing wrong. I have now won another € 181 and would like to withdraw the amount but do not receive the amount. Please help me.
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2 years ago
Dear Robert,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few days to review all the details from provided documents.
Which documents have you already provided, please? Could you please confirm you provided all the required documents?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
thank you for your time. I have again attached a copy of my identity card, which may only be in JPG or PNG format according to GG Bet, as a confirmation of myself and a copy of my current reading of the meter reading on the electricity bill as a confirmation of my address. According to GG BET, this confirmation of my current address must not be older than 30 days.
I have attached the documents that I have sent to GG BET for verification. I either never received an answer to this or last received an email about 2 hours later that I had to resend everything without giving a reason.
Greetings Robert
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2 years ago
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Hello Kristina,
thank you for your time. I have again attached a copy of my identity card, which may only be in JPG or PNG format according to GG Bet, as a confirmation of myself and a copy of my current reading of the meter reading on the electricity bill as a confirmation of my address. According to GG BET, this confirmation of my current address must not be older than 30 days.
I have attached the documents that I have sent to GG BET for verification. I either never received an answer to this or received an email about 2 hours later that I had to resend everything without giving a reason.
Greetings Robert
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2 years ago
Thank you very much Robert for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Dear Robert,
I understand the situation. I’ll contact the casino and try my best to resolve the issue.
I would like to invite GGBet Casino to join this conversation.
Dear representatives of GGBet,
Could you please advise what seems to be the problem with verifying Robert’s account?
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2 years ago
Translation
Hello Andrej,
Thank you for your support. I hope that GG Bet Casino will respond to the offer to talk to.
Greetings Robert
Edited
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2 years ago
Hi everyone!
Thank you for contacting us. We would be happy to assist you in this matter.
Robert, to complete your identification process, please send us a photo or a scanned image of the document that confirms your identity along with the document that confirms your current residence. (For example, a photo of an electricity bill or your rental agreement). The document confirming your current place of residence must not be older than 30 days. We don’t need two separate photos, all the documents have to be in the same photo.
Kind regards,
Veronika
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2 years ago
Translation
Hello Veronika,
many thanks for your response. I have just resubmitted my verification documents to support@gg.bet after your comments.
Regards Robert
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2 years ago
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Hello dear Casino Guru team,
the verification of the player account was successfully completed yesterday. And the requested payout has just arrived in my account. I wanted to thank Veronika from GG BET for the help with the verification. Many Thanks.
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2 years ago
Hello!
Robert, this is great news, we are glad that you were able to successfully complete the verification and the withdrawal of funds came to your balance in such a short time. Glad we could help!
We wish you a great day and a happy New Year!
Best regards,
Veronika
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2 years ago
Thank you, Veronika and GGBet Casino, for your cooperation.
And thank you, Robert, for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
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