GGBet Casino - Player’s criticizing complicated verification process.

GGbet are refusing to accept I am verified despite me supplying all requested and them stating I was verified.

Im being treated terribly by GGbet who have lied on email to me and are refusing to accept im verified despite me providing all information that meets criteria.

Ive won a little money with them (Less then 1k euros) and as soon as I tried withdrawing they asked for a Video call or whatsapp call where I share my screen with them so they can see skrill! I ABSOLUTELY REFUSED. I did not feel safe or secure doing this and anyway my laptop camera is not in use. So I sent in my Passport, posted bill (Luckily had pic of this from recent loan application as im paperless), bank cards, skrill page and selfie with ID.

They then asked for a selfie holding my passport with a handwritten note. I explained I don't have a camera and my camera phone doesnt work anymore. I stated the only way I could do this is to break restrictions in my country and have a friend take it. THEY DIDNT CARE! They just said once I provide this photo my account would be verified (I have email proof). SO i got a friend to break the rules, risk COVID and take them. I sent them in. Next day they ask for selfie with my proof of address and proof of address picture again?

I told them no. I don't have one posted as im paperless and im not breaking restrictions again for a picture. They had told me all they needed was the above picture and I would be verified. They have lied to me and seem to have no intention of giving me my money.

This is the second casino I signed up with via your site in the past two weeks and AGAIN im having really bad issues. Please help

Dear Richardabbiss,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly, and I am afraid you will have to go through this process, if you want to get your winnings. Each casino is unique and requires different documents, or types of verification from the player. Selfies and verification calls aren’t anything unusual.

I’d suggest cooperating with the casino and providing the required documents. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Best regards,

Kristina

I have completed KYC.

A Skype verification call where they ask for you to share your screen so they can see your Skrill account is not usual. Please do not try and say this is standard as I have gambled for 15 years.

I have provided the casino with my passport, selfie with my passport, Skrill screen shots, bank cards, printed proof of address and pdf proof of address. The casino then requested a selfie with me holding my ID and a handwritten note. They told me after this last picture I would be verified (you have the email evidence). I had to breach Covid restrictions to get a friend to do this which put my health and others at risk. I provided this picture and the casino then stated actually they now needed a selfie with my proof of address. They were previously aware I am paperless and do not have posted proof of addresses as a lifestyle and religious choice.

As you will see by the casinos own words I completed KYC and am verified and what the casino is now attempting is nothing short of theft.

I would hope what they are doing and what they have done with risking a players health and attempting to gain access to their computer is certainly against your fair gaming codex.

Please ensure this complaint is now processed accordingly.

Very disappointed with this service so far.

Would you be so kind and forward me all the relevant communication between you and the casino? In the screenshots you attached to this complaint I don't see any confirmation about successful KYC. My email address is kristina.s@casino.guru.

Hello,

There is nothing further to send via email.

If you look at the screenshots again GGBet states CLEARLY once I sent the selfie of me holding my passport with the hand written note KYC would be completed. They literally say in the email that is all they need.

To clarify again as to what has been sent:

-Passport

-Selfie with passport

Posted proof of address (utility bill)

Skrill screen shots

Card pictures

Passport selfie holding handwritten note.

This covers KYC imperially. A casino can only ask what is reasonable to complete KYC checks and I have gone above and beyond now what is required.

Im disappointed Casino guru have not been more chastising of this casino when I have provided evidence of them being deceptive on email and also putting players health and safety at risk.

To update the complaint GGBet came back yesterday and stated I can send in a receipt from a shop and a selfie of me holding it???? When has a casino ever asked for this for KYC? It’s ludicrous. They have access to my IP and location on their system so know exactly where I’m playing from and I have provided three pictures including myself and ID.

Please Expedite this complaint accordingly.

Richardabbiss, please understand, that casinos sometimes ask for this to confirm your location. The recepit would clearly indicate, in which country you are currently located, and by selfie you would confirm, that the receipt isn't just some photo from the internet (we had multiple cases in the past, where players tried to mislead the casino this way).

And since I can see, that you are logging to our website from various countries (Ireland and UK - Ireland only twice from all of your logins), honestly, I am not surprised, that the casino is asking this from you, if it shows similarly in their system. If there is any explanation, please provide it, so we can proceed with this case accordingly.

Additionally, I would like to point out, that when you submit the required document, it doesn't automatically mean, that your account is verified. It can take a few days to review all the documents and you have to receive a notification about successful verification, or have somewhere in your profile in the casino account stated, that it has been verified.

You are talking utter tripe. You simply come across as casino apologists here.

A casino cannot ask for pictures of receipts etc for KYC? I have gambled for 10 years, it's proof of address (bill, bank), passport or ID, cards and skrill, sometimes source of wealth.

I have provided bank cards from an irish bank with my name on it! Seflies with this card! YOU CANNOT GET AN IRISH BANK ACCOUNT UNLESS YOU HAVE A RESIDENCE IN IRELAND. I HAVE PROVIDED POSTED UTILITY BILLS! THESE ARE POST MARKED TO MY ADDRESS This is absurd.

I have had this complaint open 5 days and you haven't even escalated to the casino.

My son lives in the UK and has been replying to you for me as this has caused my anxiety to flare yo....IS THAT OKAY WITH YOU? You will see when I am repplying my static IP and gelocation.

I also find it disgusting in this time with my complaint live you saw fit to email me affiliate links to sign up so you get commission from my sign up and losses.

Richard again -

I stated to GGbet due to being paperless as a religious and ethical choice I would not be able to provide anymore posted POAs as I dont have them anymore (They have two already).

As a compromise I offered to take a pic of me holding my local paper (Cant cancel this to my home). They had asked for a shop receipt (ABSURD). Due to covid and not having a car most places near me aren't doing receipts and again, im paperless.

They have come back now saying my two poas didnt meet criteria (they did before) now they are again asking for more poas in the LAST 3 DAYS!!!! All I can do is the paper picture.

SURELY YOU MUST SEE HOW THIS IS COMPLETELY DISGUSTING AN UNREASONABLE. THIS IS NOW ABUSVIVE FROM THIS CASINO.

*Note they told me over a week ago after i sent in my ID holding and a note I was KYC complete. This is abuse.

Richard here -

You may as well close this. I opened it over a week ago and you haven't helped at all and just made the process complicated and ridiculous.

To say I am disappointed an understatement.

Richard, please understand that solving complaints is a time-consuming process, and it can take weeks (in some cases even months) for a complaint to get closed. Many complaints, unfortunately, haven't been resolved successfully. Your patience is highly appreciated.

In the meantime, I've managed to get in touch with the casino representative, so hopefully we will be able to move forward with this complaint soon.

We would like to ask the GG.bet Casino representative to join us, and help us solve this issue.

Hello Richard,

We’ve read your complaint and are ready to comment on the situation.

Verification is the standard procedure by which customer can confirm his identity, age, details and location.

This is a mandatory process that every registered user goes through. The package of requested documents is the same for everyone, we can always request additional documents depending on the circumstances, but all our actions are legal.

During registration, you are requested to read all the terms of the User Agreement.

Below I will quote the rules that give us the full right to check your account and request identity documents.

5.2. To verify your identity, the Company reserves the right to request, at any time, satisfactory proof of identity. Failure to supply such documentation may result in suspension of the account.

6.2. By agreeing to the Terms you authorize us to undertake any verification checks we may require or that may be required by the third parties (including regulatory bodies) to confirm your identity and contact details (the "Checks").

6.3. During these Checks we may restrict you from withdrawing funds from Your Account.

At the moment your account verification is still incomplete. All you have to do is provide the last two photos:

1.  Photo or scanned image of your identification document (You can hide part of the number or series of your document except for any two symbols) and a document that proves your current location (it can be a utility bill, a lease agreement for residential premises in your name, or a check with the address of the store and purchase date etc.). Both documents should be in one photo. The previous one you've sent didn't meet all the requirements.
2. Selfie where you are holding your identification document(You can hide part of the number or series of your document except for any two symbols) and a document that proves your current location (it can be a utility bill, a lease agreement for residential premises in your name, or a check with the address of the store and purchase date etc.).

Please don't change the topic of the letter you received on December 4th and send the photos attached to a reply on our email. 

We look forward to your cooperation.

Kind regards,

Veroniсa

Ridiculous response and shows they have not looked at my case at all. You have had the following from me:

Passport x2 pictures.

Selfie with passport.

Selfie with passport holding a note with email written on it.

x2 proof of address (posted to my home).

You stated once i sent the selfie holding my ID and handwritten email note KYC would be complete. You then renegaded on this and requested a proof of address in the LAST 3 DAYS or a receipt from a shop! I explained i was paperless as a religious and ethical choice so all I could provide with my local paper delivered to my home.

None of this is standard for KYC as if you had an MGA license ECOGRA would tell you I have supplied all required.

Also I already had two withdrawals from you prior to this so this is all absurd.

Richard, as I've mentioned before those previous photos you've sent didn't meet all the requirements, that's why we're asking you to send us 2 new photos.

During verification we have the right to request additional documents for confirmation of identity, payment details, location, etc. Our answer above has all the answers to your questions.

We understand your discontent, however, without the last photos we cannot complete the verification process, you know that.

We confirmed only 1 withdrawal and two days later you were sent a request for confirmation of identity. The next withdrawal of funds will be available after the successful completion of this procedure.

X2 proof of address were accepted by my bank and also by a loan company.

You are aware I have no other posted proof of address as I am paperless.

I can provide one more pdf proof of address and thats all I have.

To be clear my proof of addresses had been accepted and then after I sent the selfie holding a handwritten note detailing my email you opted to reverse on the proof of addresses being accepted and decided to state they didnt meet the requirements (absurd).

Are you now attempting to state the x2 pictures of my passport were not accepted and the x2 selfies were not accepted? As well as x2 proof of addresses and the scanned front and back of my bank cards?

*Casinoguru Is this in line with your fair gaming codex?

Richard we're talking about these 2 last photos, you've sent.

1. Photo or scanned image of your identification document (You can hide part of the number or series of your document except for any two symbols) and a document that proves your current location (it can be a utility bill, a lease agreement for residential premises in your name, or a check with the address of the store and purchase date etc.). Both documents should be in one photo. The previous one you've sent didn't meet all the requirements.
2. Selfie where you are holding your identification document(You can hide part of the number or series of your document except for any two symbols) and a document that proves your current location (it can be a utility bill, a lease agreement for residential premises in your name, or a check with the address of the store and purchase date etc.).

Other photos were fine and we accepted them.

The 1st one photo didn't meet all the requirements, it is dated October 17, but we need a newer one, with a date no later than 3 days. And we never received the 2nd one, that's why we're asking you to send this selfie.

Proof of addresses only needs to be in the last 3 months. I sent you the only two posted proof of addresses I have in November and they were dated October. These were accepted for my loan application and when opening a bank account with a second bank. There is no justification for an online casino not to accept these.

I have checked your terms and nowhere does it state you request POAs dated in the last 3 days. That is laughable to request that.

As you are fully aware I am paperless and will not be getting any POAs dated in the last 3 days. I only have PDFs.

On email you previously stated you wanted proof I was in the country I claimed (despite sending two POAs - Utility bills - and photos of my bank card - a bank account you cannot get unless you live here). So I offered to send a pic of my local paper and me holding it. You refused.

You have previously put through a withdrawal before you received ANY KYC docs so you have proven there is nothing stopping you doing this. There is no reason not to put through my account balance now and then close my account. We both know after this experience I will never play here again.

I have completed KYC and there is nothing else I can provide and no reasonable casino would attempt what you are attempting here. I hope Casinoguru see past the affiliation money and ensure the below is actioned.

Process my funds and close my account.

Thank you Veronica and GG.Bet Casino for looking into this issue for us.

Richardabbiss, I am sorry, but the casino has the full right to decide which documents it requires from players and this has nothing to do with fair gambling. If the documents don't meet the casino's criteria, it isn't anything unusual, that the player is asked to send them again, or asked for any other alternative documents. Players should provide them again in sufficient quality and meeting all the necessary conditions.

Since it seems that this isn't an option for you, and if both parties would agree with this, I would recommend making a verification (KYC) call. It looks like the easiest alternative here and I believe it is worth it, if it could help in this situation.

Kristina a casino has NO RIGHT Whatsoever to request copious amounts of KYC documents. If you knew about KYC guidelines you would be well versed on the guidelines. A player must submit a valid form of ID, a document verifying their address and payment method. A casino cannot act unlawfully nor withhold funds should they reject said documents. JUST TO RECAP WHAT I HAVE SENT -

• X2 passport pictures. (A passport which is fine for travelling the world...)
• x2 Selfies holding my passport and one holding a handwritten note with my email written on it (*I was told this would be the last thing required to complete KYC- LIE)
• X2 Posted proof of address documents (Utility Bills my bank accepted and a loan company....)
• Front and back of my bank card
• I also offered to send a picture holding a local paper that I am unable to cancel.
• I also offered to send PDF POAs of my internet etc.

I would be happy to do a phone call. Not a video call as GG is aware I don't have these facilities.

Allow me to just point out what was said in my other complaint in regards to the correct process if a casino refuses completely acceptable KYC documents -

' The problem is that every casino has a right to close the player account anytime. (they need to send the remaining balance back, of course) In your case, this happened ' - Matej Novota.

So if the casino refuses further I request the above be followed and the account closed and balance sent to my skrill. I will not be playing here again.

*To point out GGbet processed a withdrawal before I provided any KYC docs. So they were happy I was who I said I was before any verification....

FYI - This is not uncommon for GGBET see here - https://ie.trustpilot.com/review/gg.bet

I apologize, Richard, but you are not right. The casino CAN require documents repeatedly if the quality, format, or both aren't good enough. I am sure, that there are casinos that accept and are satisfied with only a few documents, but please note, there is nothing wrong if the casino asks for additional documents.

Of course, I was talking about a video call and not a phone call. Video calls are often used with problematic verifications. The player and the casino can see each other face to face, the player can show his/her ID and other documents, etc.

Regarding your other complaint - I am sure you understand it is about a completely different issue. The main problem in your second complaint is that you registered from a restricted country. Here the problem is that you haven't provided all the required documents yet, therefore your withdrawal cannot be processed.

We have 2 options here - to send the documents the casino is asking for (in the required format written by the casino in their previous message) or making a video call. The casino isn't asking for anything unusual, and I am sure that your winnings are worth it. Please let us know which option is more suitable for you, so we can proceed with this complaint accordingly.

I am right and your responses are incredibly inappropriate and show a complete lack of understanding of the issue at hand and/or intelligence on your part.

I request a manager contact me now and take over this complaint as I appear to be dealing with a casino apologist and no amount of evidence proving I am right or the casino is acting unlawfully seems to sway you in. In fact you seem to be blatantly ignoring any facts that prove the casino is wrong:

To recap the casino has received:

X2 passport pictures. (A passport which is fine for travelling the world...)

x2 Selfies holding my passport and one holding a handwritten note with my email written on it (*I was told this would be the last thing required to complete KYC- LIE)

X2 Posted proof of address documents (Utility Bills my bank accepted and a loan company....)(THIS IS ALL I HAVE)

x 2 Front and back of my bank card

I also offered to send a picture holding a local paper that I am unable to cancel.

I also offered to send PDF POAs of my internet etc.

A 400 euro withdrawal was processed before any of the above was provided.

I have gambled for 10 years and have never had to send SO MANY THINGS. THIS IS NOT USUAL as you have tried to lie about above. Everything that has been sent is of 1080 hd quality. I have also offered to send other things and as is blatantly obvious has bent over backwards to try and get this verified.

The casino is aware i do not have the facitilites for a video call but will offer a phone call on my second line.

As Casino guru have already quoted to me 'The problem is that every casino has a right to close the player account anytime. (they need to send the remaining balance back, of course) In your case, this happened ' - Matej Novota. -

Therefore your stance on this in terms of your fair gaming codex should be the money sent to me and account closed. It cannot be one rule for one casino and another rule for another casino.

I want a manager to take over this complaint now as you are simply wasting my time and we are going around in circles.

Disgusted with this service. You seem to literally agree with the caisnos even in the face of them attempting theft and borderline criminal activities....I know you do not want to harm your CPAs or revshare deals but the handling of this complaint is laughable.

Dear Richard,

We've got to the point where we are just running in circles. The casino representative said that most of your documents were accepted and required a few additional documents - which as I said previously, isn't anything unusual. Such additional documents are required more than often, and the only problem I see here is you refusing to provide them. The casino even agreed with the video call as an alternative option of verification, where you could show all your documents, talk to the casino representative, etc., which is also used frequently (and which you also refused to do).

Unfortunately, there aren't unified player verification procedures applicable to every casino (I don't know why you believe it is so), and we cannot force the casino to lower their standards for verification.

I am sorry Richard, but you are not even trying to cooperate, repeating the same thing over and over, and we aren't moving forward. We are more than happy to fight for our players if they are right and try to work things out, but I see only excuses from you and ways to avoid the necessary. We did what you asked for - we contacted the casino, and you were informed about what you should do to successfully finish the KYC. However, if sending a few documents isn't worth the money, there is nothing more we can do for you.

Unfortunately, without your cooperation, we aren't able to proceed further with this complaint, and I am forced to reject it. I assume you are not satisfied with our decision, therefore I recommend you contacting the licensing authority, but your issue still could be resolved simply by providing the documents.

By the way, the manager and our whole team have been involved in resolving this case, so transferring your complaint wouldn't help our decision.