The player from Germany has requested withdrawal one week ago. It hasn’t been received yet. Player’s complaint has been resolved successfully.
GGBet Casino - Player’s experiencing difficulties withdrawing their winnings.
Amount: €299
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Esteemed guru team,
unfortunately it's about time again that I need your support.
About the facts: On 05/03/2022 I requested a payout (transaction no.: 8257a66e-32c3-442a-80aa-44da437bbd3f) to my Mifinity wallet from GGBet at around 2 a.m. for €299.
This hasn't arrived there yet. I am aware that a payout can sometimes take 14 days or longer. But the case here is a little different.
I regularly deposit and withdraw a few times at GGBet and am also fully verified there. Withdrawals under €100 were on my Mifinity account in less than 5 minutes. A €300 withdrawal takes 2 days. But this time everything is different.
When I asked twice in the chat (screenshots are attached), I was told both times that the casino was ok with my withdrawal request and that the delay was due to the payment provider...
I make 90% of my casino deposits and withdrawals through Mifinity. Never had any problems, except for one time: About 3 months ago, Vulkan Vegas had the exact same problem. The interesting thing is that both casinos belong together. Both GGBet and Vulkan Vegas are owned by Invicta Networks NV.
The problem with Vulkan Vegas was eventually solved with your help. I hope you can help me today too.
Many greetings
Thomas
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2 years ago
Dear hottemanne,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 years ago
Hello all,
Dear hottemanne
Sorry you've faced delay with the withdrawal. We can confirm that your request is being processed by the payment provider, and unfortunately we cannot influence the speed of money clearance, since ggbet approved the request in the timely manner, money "left" your gaming account. Afterwards - that is beyond our competence (
We kindly ask you to wait for your money to arrive onto your Mifinity account, we do agree it's quite atypical for Mifinity to take so long.
Sorry for the inconveniences caused.
Kind regards
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2 years ago
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Hello GGBet representatives,
wouldn't it be their responsibility to take care of solving the problem? After all, it falls back on their casino.
If I send you money and it doesn't arrive, it's my responsibility and I'll solve the problem with my bank or whoever.
If you send me money and it doesn't arrive, it is your responsibility to solve the existing problem promptly or at least to offer an alternative payment method.
I find the whole process very unfortunate, especially since I have enjoyed playing at GGBet often and up until now.
Many greetings
hottemann
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2 years ago
I fully understand your frustration, hottemanne. However, I will set the timer for additional 6 days allowing to payment provider two full weeks to process the payment and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
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Then we'll wait and see. Although I don't really understand the meaning given the facts, dear Petronela.
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2 years ago
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The money arrived yesterday, early evening. After 10 days.
So it ran more or less the same as it did about 3 months ago at the sister casino Vulkan Vegas. Whereby
Vulkan Vegas at least gave me a bonus for the inconvenience.
Nevertheless, Vulkan Vegas has not seen a penny from me since this action. This also applies to GGBet from now on.
I can't answer whether the error was with GGbet or Mifinity. That's not the decisive criterion either, mistakes happen. What is decisive for me is how the two casinos deal with the problem of the customers. Neither Vulkan nor GGBet have ever responded to my emails to support. Not even after 10 days! And this ignorance is ultimately the decisive point for me, dear GGBet representative.
Thank you, dear Petronela, for your support.
Regards
Hottemann
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, hottemanne, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
