The player from North Rhine-Westphalia requested a €130.00 withdrawal from GG.bet Casino on 19.06.24, which had not been credited. He sought clarification and assistance with the issue. The Complaints Team contacted the casino, which confirmed the delay was due to the involvement of several departments and a financial service provider. The casino credited the €130.00 back to the player's account as compensation. The player confirmed receipt of the funds, and the complaint was marked as resolved.
GGBet Casino - Player’s €130 withdrawal is delayed.
Amount: €130
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Dear dennisk,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you informed the casino, your processed withdrawals were probably returned by your bank?
- Did the casino launch an investigation based on the provided bank statement on your behalf?
- Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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5 months ago
Translation
Hi Thomas,
Yes, I have already contacted the casino and attached the relevant evidence.
The casino then informed me that the payout in question had already been made to me (as can be seen from the attached screenshot). My bank responded by email that the casino in question was an unlicensed betting office, so the money could not be accepted and would automatically be returned to the sender.
I provided the casino with the bank statement shown below and was informed that they had performed every check to ensure that the money had been successfully transferred to me.
Unfortunately, I have not received the money yet.
Best regards
Dennis****
Edited by a Casino Guru admin
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5 months ago
Thank you very much, dennisk, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.
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5 months ago
Dear dennisk,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the GGBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear GGBet Casino,
Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?
Thank you in advance for your response!
Best Regards,
Kubo
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5 months ago
Translation
Hello Kubu
Unfortunately, there is still no response from GG.Bet
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5 months ago
Hello everyone!
Dear dennisk,
We are sorry that you encountered such a situation. We see that our colleagues have previously addressed the issue and have been actively working to resolve this case. We apologize for the delay in our response, but this process required the involvement of several departments and, in particular, the financial service provider.
At this moment, we have credited the amount of €130 as compensation from our company to your GG.BET gaming balance. We also see that you have already created a new withdrawal request, which is currently being processed by the provider and will be credited to your bank account shortly.
We apologize once again for any inconvenience caused.
Dear CasinoGuru team, thank you for cooperation!
Best regards,
GG.BET
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5 months ago
Dear GGBet Casino,
I appreciate your response and the important update regarding this matter. Thank you for your cooperation as well!
Dear dennisk,
Kindly confirm if the lost withdrawal has been successfully credited back to your account. Moreover, please inform me once the withdrawal process is completed and the funds are successfully deposited into your bank account.
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5 months ago
Translation
Dear Casino Guru Team
I would like to confirm that the Casino GG.bet has transferred 130 euros to my account.
I would like to thank you very much for your help.
Best regards
Dennis K****
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Dear dennisk,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
