The player from Germany was experiencing difficulties passing the verification. After multiple unsuccessful attempts, he decided to lose all funds and close the casino account. Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint.
GGBet Casino - Player’s struggling to complete account verification.
Amount: €450
GGBet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
The support of gg.bet refused to pay out winnings for weeks because they did not accept the verification several times for arbitrary reasons.
When I won money (EUR 600), I requested a withdrawal of EUR 450. I then received the catalog of requirements by email, showing how to verify oneself.
requirement was:
1) A photo or scan of proof of identity. The entire document must be within the borders of the photo or scan and must be shown in close-up with all four corners showing. You can cover parts of the document number/serial number except any two characters.
Was not accepted because the credit card was visible in the same photo because it was next to it. But the ID wasn't covered. Then I scanned the ID. Was not accepted because this one was not in a "natural setting".
Then, on the third try, I cropped the photo from the first time so that the credit card is no longer on it. Was not accepted because the photo was "edited".
2) A photo or scan of both sides of your bank card 490638******4817. You can obscure the card number so that only the first 6 and last 4 digits are visible. On the back of the card, cover the CVV2 code (3 numbers in the middle of the card). You do not have to cover your name (if it is visible on the card) and the expiry date.
First photo was not accepted because the ID was on the same photo. Second photo was not accepted because I only held the CVV2 code, but should have held the card so that only the first 6 and last 4 digits are visible.
3) A photo of you with the document and card next to your face, information clearly visible. The document and cards must not cover your face or each other.
The first photo was not accepted because not all corners of the ID card were visible and the ID card was minimally covered by my fingers in the corners. The second photo was not accepted because I covered the CVV2 code on the credit card. With my KK, all the information is on the back, the front is simply black. And because the cards overlapped minimally. How are you supposed to hold two cards without your fingers or each other covering them, hold the CVV2 code and then take a photo of yourself?
End of the story: various support staff were not willing to accept the 14 different recordings, on which everything was clearly legible and the identity confirmed beyond a doubt, for incomprehensible reasons. Money was lost, I had the account closed.
gg.bet has stayed true to its scam, refusing and delaying the payout until the money is gone.
Automatic translation:
Public
Public
2 years ago
Dear m1312,
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 and sometimes even a few attempts to complete this thorough process.
However, I am afraid that if you lost your funds and closed the casino account, there is not much more we could do here. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you in advance for your understanding.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello,
it would be nice if there was a partial refund of the 450 euros and other users were informed that there will be difficulties with payments, as this has already occurred several times.
There are several other users here who also have problems with the verification, which for me is an indication that this is a gg. Bet tactic. Suspiciously many cases are described there that are very similar to mine.
https://de.trustpilot.com/review/gg.bet
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, m1312. Although I understand your frustration, as long as you lost your winnings willingly, we are not in a position to ask the casino for a refund. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
