The player from Germany is dissatisfied with the verification process. The player managed to pass the verification and withdraw part of his winnings. We rejected the complaint because he wanted to ask for a refund of the second part of winnings that he lost while waiting for a withdrawal to be processed.
GGBet Casino - Player is struggling to verify his account.
Amount: €700
GGBet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
The Casino GG.Bet does not pay out because allegedly documents are not complete. But I have sent everything and also checked that it is legible. They always send me the same announcement. I've never had such bad problems verifying myself.
I have a VIVID app where I have a virtual credit card and IBAN, which I have to clearly understand.
I contacted the support and they don't really help.
I get that all the time even though I sent everything.
Dear Customer,
To complete your identification process, please re-create the following photos according to our comments:
1) Photo or scanned images of the bank card you are using 434970 ****** 9744. On the front of the card you can hide some numbers so that only the first 6 and the last 4 numbers are visible. The CVV2 code must be hidden on the back of the card (it is the three-digit number that is printed in the signature field). First and last name, if shown on your card, must not be obscured. You have to take this picture. Please take photos of the front (front) and back (back).
2) Photo or scanned image of your ID and the front of the bank card you are using 434970 ****** 9744. You have to take this picture. Please take a screenshot of the map if it is virtual.
3) Photo of your document (the document must be opened) and your bank card 434970 ****** 9744 in your hands near your face. Please note that all elements listed must be completely in the picture and all data must be legible. Please take a screenshot of the map if it is virtual.
Please do not change the subject of this e-mail and send the photos as an attachment in the reply to this e-mail. You will receive a response by email within three days. We thank you for your patience and cooperation.
Sincerely, Joseph
GG.bet customer service
If you have further questions,
you can always send an email to support@gg.bet
or send us an online chat
and contact us by phone at +49 (152) 277-75-698
Automatic translation:
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3 years ago
Dear Wibrak,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Do I understand correctly that providing the proof of a virtual card seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?
Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hello the verification is solved. But I would like to express the unfair behavior of the casino again and a compensation from the casino in the amount of 900 €.
When I tried to withdraw the amount, the amount was constantly declined. I asked why in the chat.
For technical reasons, the casino said I can only withdraw € 250.
Now to the real problem when I take off 250 it remains in the balance that you have no overview at all when you play it is then the game would simply be rejected and you think yes I have withdrawn 1000 but in the end it was the horror because that means you gamble everything even though you have withdrawn it is not immediately deducted from the balance it just remains in the player account which is a huge unfairly pissed off of this casino.
At other casinos, at least the processing remains immediately and you have to cancel the payout in order to be able to play with it. In my opinion, it is the fault of the casino that I went out with only 500 € instead of 1400 because I had absolutely no overview of what I only got out afterwards have found.
I would like to ask because I have registered with them that they write in bold what this casino uses for unfair means. Documents must be sent 100 pieces before it is verified. The gg.bet would like to comment on this. For me, the rip-off is when someone thinks you have paid out and it remains in the overview for playing but normally the amount must be processed immediately that it is no longer available for playing when the payout is made.
Incidentally, I asked several times in the chat to subtract the balance
Edited
Automatic translation:
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3 years ago
Thank you for your reply, Wibrak. I truly understand your frustration, and I also understand that such a system is not ideal. However, we are not in a position to force casinos to change their software (not to mention that usually, it wouldn't possible, even if they wanted).
I am afraid you are not entitled to any compensation. I can only recommend you be more careful next time and communicate with the casino, if necessary. Please, let me know if there is anything else I could do for you, otherwise, I will be forced to close this complaint. I wish I could be more of a help.
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3 years ago
Translation
It is an unfair means, I ask you to let the complaint run here and, if necessary, to take a position here.
It cannot be that I withdraw € 700 and then play with the rest of the money
Dear Customer,
For technical reasons, the maximum amount of a withdrawal request is up to EUR 250. In this regard, we ask you to recreate your withdrawal requests taking into account the specified conditions. The number of withdrawal requests is unlimited.
Thank you for your understanding.
Sincerely, Joseph
GG.bet customer service
If you have further questions,
you can always send an email to support@gg.bet
or send us an online chat
and contact us by phone at +49 (152) 277-75-698
I continue to play and I assume that it is in payment that borders on unfair and fraud
Automatic translation:
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3 years ago
As we explained previously, this isn't anything we could help with. The main issue of the complaint was that you couldn't pass the verification. Now your account is verified and you've also managed to withdraw part of your winnings, and lost the rest. I'm sure you were aware that when you asked to withdraw a certain amount, and that amount wasn't deducted from the overall balance, it didn't mean that you could continue playing with the whole balance and at the same time wait for it to be processed as withdrawal. Again, I understand your frustration, but there is not much more we can do. I can only recommend you find a new casino that would fulfill your needs better.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
