The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
GGBet Casino - Player’s struggling to complete account verification.
Amount: €200
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
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2 years ago
Translation
Hello,
this is mainly about the verification (not for the first time) of my person. Had used a bonus and played but made no profit. Then deleted it. Used the associated free spins and then implemented the relevant sum. This resulted in about €201.50. I requested a payout where I was then told that a photo with ID and electricity bill or rental agreement is required for verification. A photo of ID and payslips submitted to the casino (in the meantime, in my ignorance, I used another bonus and played without success so that when I canceled the bonus I only had €177.xx. No problem then I said no matter, just make bonus purchases - Then I got back to €257.xx). Casino then replied that my submitted documents were not correct I should submit utility bill or rental agreement with ID on a photo together. This game then went back and forth several times with the same response from the casino over and over again. Then I wrote a longer answer why I can't submit an electricity bill and therefore resort to bank or payroll accounting. The answer on July 13, 2022 was that I should take a photo of the bank statement together with the ID. Did this and sent it by mail on 07/14/2022. Today, July 19th, 2022, I ask what the processing status is and get the answer that the submitted documents are not correct. I should submit a utility bill or rental agreement with a photo of the ID together. To me, this is all just a delaying tactic by the casino. If I hadn't written today, there probably wouldn't have been an answer from them either. In the time I was writing for several days, I increased the balance to €1050.xx with bonus purchases. Previous payout requests about 14 days ago were 2x €500 without any problems
Automatic translation:
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2 years ago
Dear slombi,
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 serious and 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? Could you please advise how long ago you completed the account verification in the past?
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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2 years ago
Translation
Hello, everyone,
that a verification must be carried out is completely clear and understandable to me.
An identity check was already carried out once in April 2022. After submitting photos of my ID and Mastercard everything was ok. The casino did not want a copy of my registration certificate of my place of residence or did not respond to it.
Now in July, the casino wants to do another identity check by taking a photo of my ID card and a utility bill or rental agreement (not older than 30 days).
I wrote to them that I don't have an electricity bill because I only ever get annual bills from the electricity provider (I don't get monthly electricity bills because the amount is automatically debited from my account) and a rental contract is of no use because I've had it since 2018 and not just within of the last 30 days this was signed.
Then I got the answer:
On 07/13/2022 at 06:28 support@gg.bet wrote:
Dear Customer,
It does not necessarily have to be a rental agreement, but another official document that confirms your place of residence - e.g. a bank statement, your radio or mobile phone bill, etc.
Regarding your question about the bank statement, you need to take a picture of it (on the same photo) along with your ID.
When I asked yesterday if everything was ok, I got the answer again regarding the electricity bill or rental agreement. After an explanation regarding the answer from them and the documents submitted, I then got this:
Dear Customer!
The Security Department has determined that the document proving your residency should be a utility bill. That's why we're actually waiting for a photo of your ID + electricity bill.
THAT cannot be that the electricity bill is the document of all documents. What is written on an electricity bill that is not written on other documents. For me personally, it's now just harassment.
Automatic translation:
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2 years ago
Dear slombi
Pardon for a delay.
We'd like to inform you, that the account is fully verified, and you may proceed with the withdrawal request.
Kind regards
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2 years ago
Translation
Thanks to Casino Guru and the casino for finally getting this matter off the table and everything back to normal. Many Thanks.
Automatic translation:
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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, slombi, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
