The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The issue was successfully resolved and the winnings paid.
GGBet Casino - Player’s struggling to complete account verification.
Amount: €1,000
GGBet Casino
Safety Index:HighSafety Index
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8.8
GGBet Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi there ,
unfortunately I have to use your help again. I have on November 1st Played with a bonus at Casino GGBet. After the bonus was played, I cashed out my winnings of € 1000. Since that day I have been trying to verify my account. I have already sent a lot of documents as photos or scanned with and without a selfie, either I get a request again, which keeps asking for the same thing or I should be patient because the support is not allowed to open my documents. I don't know what to do.
Please help me.
Roswitha
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3 years ago
Dear Roswitha,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Have you deposited any funds into your account or your winnings have been accumulated from a Free/No Deposit bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
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Hello Petronela,
I was always sent a wide variety of requests. I was never told what was wrong with my documents. This has been going on for 14 days now.
I have made several deposits at this casino. This is the first time I've made a profit and now these problems.
I can gladly provide you with everything. I have already forwarded emails to your colleague Kristina. In addition, all these documents were immediately recognized in other casinos.
Many greetings
Roswitha
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3 years ago
Thank you very much, Roswitha, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Roswitha,
I have looked at your case and understand the situation. I will contact the casino and see if I can help with this one. I would like to invite GG. BET Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Hello!
Thank you for contacting us.
I would like to point out that the photos you sent didn't meet all the criteria. I’m sure you’ve been informed, and I understand you’ve already sent out the new photos with all the changes we mentioned in the letter, correct?
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3 years ago
Translation
Hello to the casino,
I've been waiting since October 1st. on my certification. During this time I received emails with a wide variety of requirements, sometimes I should send photos, sometimes I should scan or send screenshots. I didn't know what to send anymore, it was always wrong. On October 15, I finally got the right advice to photograph my ID and bank card together next to my face and both documents again without my face. I did that on October 15th. sent, whereby I had scanned my documents together, was wrong again, this time it should only be photos. I sent the whole thing to you again today.
Now nothing should stand in the way of my early payment. I hope I get my money this week.
Roswitha
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3 years ago
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Hi Peter,
11 days have passed again and no result yet. After I had sent all the required documents again, I was asked to send the scanned documents again. Now I took another photo of myself and ID and bank card and sent the scanned documents. Nothing happens. I have been waiting a total of 26 days. The casino wants to delay or prevent the withdrawal. I will now send you all the documents so that you can form an opinion about the quality. This is the state.
Roswitha
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3 years ago
Hello there, everyone!
We have received information from our verification department that you are sending photos without taking into account our comments to them.
You take a separate photo with a document, a card, a selfie with a document and so on, sometimes even with a document that completely covers your face.
We need one photo with the front of your document with the card you used, and the second photo is a selfie with the front of the document and the card. The document and the card must not overlap your face or each other.
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3 years ago
Translation
I have broadcast exactly what you are now describing several times. The last time was on October 25th at 6.47pm. I have the impression that you will not get all of the photos from support. Maybe I should send this to you directly. But for that I needed an email address. I am now sending this mail to Peter from GURU.
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3 years ago
Thank you Roswitha for the email.
Dear GGBet Casino,
What document exactly are we talking about? Roswitha sent me three pictures, one is a scan of the front page of her ID card and payment card where all information is clearly visible. The second picture is a selfie with the bank card and ID and the third is a photo of her bank card and her ID. All pictures are of good quality and everything is visible. Please elaborate on what's wrong with the pictures. Is it because the cards are too close to her face?
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3 years ago
Hello!
The account was successfully verified on October 27.
Roswitha now has full access to the account.
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3 years ago
Thank you GGBet Casino team for the update.
Dear Roswitha,
Can we consider the issue resolved?
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3 years ago
Translation
Hi there,
Many thanks to the casino, it finally worked and my 2nd installment of € 250 was transferred today. I hope it works the same with the other 2 installments.
I would especially like to thank the Guru team, especially Peter. As always, your support has been exemplary. Thanks.
Best greetings
Roswitha
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3 years ago
Hi Roswitha,
Thank you for the update and kind words. Please let me know when you receive the rest of your winnings.
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3 years ago
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Hi Peter,
my money is paid in full. That worked well. Thanks again to you for your very good support.
Roswitha
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3 years ago
Thank you, Roswitha.
I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you again for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
