GGBet Casino - Player's casino claims non-receipt of reversal funds.

Hello , I made withdrawal in 11.11.2023 to skrill account via bank transfer , ggbet accepted it but it was not correct because you cant withdrawal to bank account in skrill , so skrill sent funds back to ggbet but ggbet says they havent recieved funds EVEN when i sent proof of bank transfer , now its been more than month and a half , i write ggbet support often and all they reply is they are working on it . I just dont understand , whats so difficult to sent funds back to my game account after i sent proof of payment from skrill to their bank? I will put proof here

its almost 2 months , this is not acceptable

Dear qvr7mtsmgk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GGBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that due to an incorrectly processed transaction, the withdrawal of your funds from the casino was not successful?
• Could you please forward the correspondence between you and the casino regarding the issue? Please forward the information to my email at tomas@casino.guru, or alternatively you can post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Yes , withdrawal didnt reach my bank account. Funds stuck in skrill account , they sent back to ggbet that money as you can see in screenshot

Thanks for your message.

However, I cannot see any screenshots being submitted or sent via email.

For clarity of the situation, could you please upload it here or send it to my email at tomas@casino.guru?

Now they say this , even tho if i didnt remind them that its 2 months now they would ignore me

Earlier you have contacted us about the withdrawal 8f63c2fd-6cb4-480a-bcc4-4d8d4d5c078b that was not credited to your bank account. In the attachments, there are the payment details that can be provided to J.P. Morgan Bank customer support to investigate the issue. We recommend that you contact J.P. Morgan Bank, to whose details the payment was sent.

Why should i contact them? Not my fault that funds havent recieved them and i dont wanna spend so much money callin them because it cost alot to call them from my country

Thanks for the update.

Could you please send me the proof of bank transfer you sent to the casino and the payment details the casino sent you? Please send the information to my email at tomas@casino.guru

Sent details to email . A file from skrill and ggbet

I went over the correspondence again and from my point of view, the casino informed you they sent the payment to your bank account, despite the request being to Skrill.

Are you sure the funds weren't sent to your bank account back in November? Is casino support referring to the correct transaction?

Could you please share a screenshot from the transaction history in the casino regarding these transactions?

Would you be able to provide a bank statement from 15/11/2023 onward showing the transaction hasn't arrived in your bank account? I apologize for the inconvenience.

No , even skrill said that was an failed payment because skrill only has e wallet and i send bank account number for withdrawal , please just ask ggbet to join this conversation because skrill sent those funds back as you can see in my provided screenshot but ggbet said they havent recieved them and i should contact jp morgan bank but i refuse to do that because

1. they say they have live support chat wich is lie
2. not my problem that funds are stuck , they hae ti contact jo morgan bank

I apologize,

From my point of view, the casino sent enough information for you to inquire about the transaction at his stage.

Kindly contact the bank using the means that are available to you. If you already did, but weren't successful in reaching a satisfying result please let me know how your bank responded. I apologize for the inconvenience.

I really cant find any contacts to chase bank any from calling them , its gonna cost me alot of money , email is only for chase bank members , help me

Would you be able to provide a bank statement from the bank showing a successful receipt of a withdrawal from November 12th? On the same bank statement, could you please demonstrate you haven't received funds from the disputed transaction?

I can prove you with this , thats all i can get from skrill , i got no money , i never recieved this 200 eur amount , please lets move on , i sent file to email

I was referring to your bank account, where supposedly the casino sent your money.

I'll await your reply.

But skrill is my account where i supposed to recieve funds , there is no bank account in skrill only ewallet but i put bank account number , thats why funds never came!!!!

I believe there was a misunderstanding.

When requesting withdrawals from the casino, have you chosen Skrill or a bank transfer as the option for withdrawals?

When depositing in the casino, have you opted for a Skrill deposit, or a bank transfer?

I opened bank transfer to skrill but i put bank account number wich should do i made faulty withdrawal so thats why funds are stuck ,

i tried bank transfer to skrill but its not possible i guess ,

Thank you very much, qvr7mtsmgk, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, qvr7mtsmgk,

I am sorry to hear about your problem, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, to be honest, it looks like your issue has nothing to do with Skrill. You were explained that you chose Bank Transfer for the payment in question and that the payment went to your account IBAN ending 7763. So, I strongly recommend you check your November/December bank statement of this account in your Internet Banking. It will be necessary to provide the casino with it anyway. Another question - where did you get your IBAN for Skrill, please? Can you please provide us with a screenshot of your Skrill IBAN?

Now I would like to invite GGBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear GGBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Where did the payment in question go, and what all does the casino need from the player to fully investigate the matter on its side?

If it suits you better, to provide sensitive data, you can use my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

here , i realised its only for me and 3rd party persons are not able to send me money to this account so transaction failed , thats why funds are stuck

Alright, let's wait for the casino's response.

However, it is not clear where the screenshot above was taken, and what are the details on it at all.

Screenshot is clearly taken in skrill app

I can send video of that screenshot if u need , but most logical way to end this 3 month terror is this - ggbet refunds money to my account and they resolve where my money has gone because skrill clearly sent back to ggbet’s account back . I already provided bank reciept from them . 3 months already guys

Alright, qvr7mtsmgk. Can you please send me a video from your Skrill app (after logging in to your Skrill account), of the way how you get your IBAN in your Skrill account?

In addition, provided that your GGBet account is still active and accessible, can you please provide me with a screenshot of your cashier from your casino account, section withdrawal, with all the withdrawal options visible in the screenshot?

However, let's please also wait for the casino's response and clarification.

To not overlook my last post and my questions, qvr7mtsmgk, just letting you know that my previous post was edited/updated.

Dear GGBet Casino Team,

The videos available on the link provided by the player should clarify the situation a bit, as well as the following screenshot of the returned payment to the casino/its payment provider or processor:

For some incomprehensible reason, the player used his Skrill IBAN which normally serves to top up the Skrill account while requesting the withdrawal via Bank Transfer, even if there was no option to withdraw via Skrill.

Although this is definitely not the correct way to request a withdrawal, and it is not a way how withdraw to a Skrill account works, it looks like Skrill returned the payment (basically a deposit to his Skrill account made by the casino) to the payer's bank account.

I sincerely hope that all the provided details and information will help us to resolve the issue.

Looking forward to hearing from you.

This is crazy , i contacted to ggbet team in email today to check this complain , they ignored that and just ask me to contact with JP MORGAN bank. FUNDS ARE SENT FROM SKRILL TO GGBET BANK ACCOUNT , whats the point me contacting them , . I provided that transaction reciept to them MONTHS ago and they just ignored it and still think that funds are sent to me and i gotta contact to bank , they ignore the fact that funds are sent back

But there are 2 problems, qvr7mtsmgk.

1. You requested a withdrawal in a completely wrong way, which was only your fault.
2. In the process of withdrawing funds, there may be more/several payment providers and processors (3rd party) involved, as well as more/several intermediary banks, through which the funds go until they hit the end user bank account, and it could be out of the casino's control (not directly a GGBet's bank account).

Let's please wait for the casino's response.

Yes , it was my mistake and i aknowledge that but right now those funds are back into ggbets bank

they said this

Regarding your last question, please be informed that without providing this document, we are not able to continue the payment investigation. To save time, just contact your bank and receive the specified bank statement. We understand your feeling and complaint but there is no way to process the payment issue without this itme, hope you will see our point.

they are doing everything to not solve this problem by themselves and they thing this bank receipt is not legit or something , they are just too lazy for normal excuses

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.

That screenshot doesn’t open

why do i have to contact them? Transacti happened between skrill and you guys

i contacted them like 5 days ago and they still havent replied to me , via email . It will be much easier for you guys to do that

Hello . I sent an email to Jp morgan bank in 17.02 and they still haven’t replied to me , its much easier to Big company like yours reach out and get that answer much much faster . And i wana adress this again - Skrill sent funds to ggbet , why do i have to reach out to jp morgan ?

So i just contacted to Chase bank via phone And they cant help me because i dont have chase account . And they ask me very logical question just like me . WHY DO I CONTACT TO THEM NOT GGBET ? They say if i had account and everything i cannot do anything to get answers BECAUSE IM NOT INVOLVED ANYHOW IN THIS TRANSFER . Oh my god this is ridiculous

Greetings all,

Thank you both for additional information. But I have a strong feeling that we are not on the same page, guys.

Dear qvr7mtsmgk,

Please, look at my explanation of the withdrawal process once again, and focus on point 2.

If you explained the situation to Chase Bank or J.P. Morgan as you understand it and keep repeating here - incorrectly - it is understandable they asked you such questions.

I will try to be as clear as I can now and provide you with an example. Please note it is only an example.

Let's say the casino uses 3rd party payment provider and/or processor for processing withdrawals, and to simplify it, let's say they have a normal bank account in bank A. Then there are 3 other intermediary banks (call them 1, 2, and 3) through which the withdrawals go unless they reach the end user's payment method (your Skrill account). The first bank is bank A in which GGBet has its bank account, and all the other transactions and processes are made by the casino's 3rd party provider. So, once the payment leaves the GGBet's bank account (bank A), the process on the casino's side is done, and it does not have anything to do with further actions.

But, the transaction went further, through banks 1, 2, and 3, and then reached your Skrill, where it was returned to bank 3 - because of your mistake.

Now, the funds are stuck in bank 3 (J.P. Morgan). It was not returned to bank A (GGBet's bank account).

So, you requested a withdrawal in a completely wrong way, which is only your fault, dragging the process out, while you expect the casino will investigate everything on their side with its payment providers/processors. Why should the casino be the one who does it if we are talking about the last part of the process, very likely completely outside of the casino's control since the funds left the casino's bank account?

It would be highly appreciated if you could contact J.P. Morgan again, explain the situation correctly, and ask them to investigate the case with the transaction details/statement you received from Skrill.

Please, try to get a statement/proof from J.P. Morgan showing the details of the received transaction returned from Skrill. Inform us whether it is possible, and if so, provide us with the statement in question.

Now, let's also ask the casino to look at the statement you provided above once again because I think all the necessary details are there.

Dear GGBet Casino Team,

First - your link does not work at all.

Second - you asked the player to contact J.P. Morgan and provide you with a statement or proof of the received payment in this bank. Did you even look at the screenshot I shared above?

It is a statement provided by Skrill after the user asked them to look into the issue. It should show all the necessary details about the returned transaction to J.P. Morgan Bank.

So, can you please contact your payment provider with this statement/proof of the returned payment (screenshot below), and provide us with an update if they can locate the lost funds using those details?

hello . Im sorry but im trying to contact them and they haven’t replied me almost two weeks . Email is my only option in my country to contact them , i sent them this statement that skrill sent me but as i said - no reply whatsoever.

Yes its my fault about failed withdrawal I understand that but if i cant contact Jp morgan bank then why ggbet is standing in corner in silence and not pushing this case forward at all? If i didnt even made this complain they wouldn’t give single f

Nevermind, qvr7mtsmgk. I understand. I only wanted to explain to you the processes behind it. It is not that easy, and the casino does not have those funds. Maybe J.P. Morgan will reply in the meantime. If it does, feel free to inform us.

In addition, of course, I can imagine how difficult it is if you even do not have an account there. It may be the reason why they are not answering your email(s).

However, as you can see, therefore, I turned back to the casino. It could be easier for them or their payment provider to investigate it. I think the statement you shared could contain all the necessary information.

So, let's wait for the casino's response.

Hello,

We are actively engaged in communication with our payment provider to obtain confirmation of the funds' return process. This includes details on how the funds were returned and to which account.

Please be assured that we are working diligently to resolve this issue and to ensure that the funds are returned to your game account promptly. We appreciate your patience and cooperation throughout this process.

Thank you very much for the update, GGBet Casino Team.

We highly appreciate your approach and willingness to repeatedly investigate the matter deeper on your side.

Feel free to let us know when there is any news or progress in the process.

Looking forward to hearing from you.

any news?

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.

Hi everyone,

Currently, we're still awaiting a response from our billing department regarding the matter. We understand the importance of keeping you informed, and we will be sure to update you as soon as we have any news or progress to share. Your patience and cooperation are greatly appreciated.

Dear GGBet Casino Team,

I understand the situation and know that in some cases, it may take longer than a month until such an investigation is completely performed.

Therefore, I will provide you with standard 2x7 days once again to provide something relevant.

Please note if there is no progress until 2x7 days pass, the complaint will be closed. However, we can talk about only a temporary closure since there will still be an option to request reopening in the future anyway.

Looking forward to hearing from you.

Dear qvr7mtsmgk,

Let's wait for something relevant.

Thank you for your infinite patience and understanding.

Dear Janis,

We have made the decision to reimburse you for the lost amount as the investigation may take even longer, and we cannot and do not want to ask you to wait until it is completed, understanding how concerned and tired you are. We deeply regret the inconvenience we have caused you, but we are very grateful for your patience and understanding in this matter. We highly value your loyalty and are immensely glad to have users like you who are willing to cooperate in any situation.

The money is already in your account, and we kindly ask you to use an alternative method for withdrawing funds to avoid a recurrence of the situation. We also strongly urge you to carefully choose payment methods in the future and provide correct details specifically for the method you choose.

Branislav, a special thank you to you for your cooperation and assistance in resolving this complaint!

Thank you very much for your response and the update, GGBet Casino Team!

Dear qvr7mtsmgk,

Can you please confirm the above-stated and that your issue has been resolved?

Do you plan to withdraw those funds? Would you like me to wait until your disputed funds are completely withdrawn, or can I consider the matter successfully resolved and close the case?

Yes funds are with me , thanks . You can close this case

Thank you, qvr7mtsmgk, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, GGBet Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru