The player from Germany had been experiencing difficulties withdrawing his winnings from the casino due to additional account verification. After allegedly successfull withdrawal player has stopped responding, so the complaint has been rejected.
The player from Germany had been experiencing difficulties withdrawing his winnings from the casino due to additional account verification. After allegedly successfull withdrawal player has stopped responding, so the complaint has been rejected.
The player from Germany had been experiencing difficulties withdrawing his winnings from the casino due to additional account verification. After allegedly successfull withdrawal player has stopped responding, so the complaint has been rejected.
Hello,
originally wanted to pay out 2x 300€ so a total of 600€. According to the casino, a one-off payout is not possible, but only a maximum of €300 for whatever reason. Unfortunately, the amount has changed to €400 because I played 🙁 but that's not the problem either. After I received confirmation of a withdrawal request, I was informed by the casino that they wanted this information from me.
I submitted everything. For point 3, I submitted my payslip as a scan. My address (first name, last name, street, city) was visible. I even left my gross earnings open, which I actually shouldn't have done. I don't think the casino has anything to do with how much money I make a month. The scan also contains my bank details or the IBAN. It also says who my employer is. BUT there is NO SEAL on it and NO SIGNATURE of an employee. I have never had or seen that here in Germany on payslips. That's why I won't give anything else to the casino. The places I have blacked out are information that the casino does not need (information on how my salary is made up).
I'm asking for your support here so that whatever verification it is (the last one wasn't even 12 months ago) get completed and I get my money paid out. Didn't owe me anything. Always paid with the same Mastercard. And again: In my opinion, a casino is not interested in where I get my money from. And if I show it then the information is sufficient as far as my identity and gross salary is concerned.
FYI I live in Germany and not in Puerto Rico as shown here.
Thanks very much.
Hallo,
ursprünglich wollte 2x 300€ auszahlen also insgesamt 600€. Eine einmalige Auszahlung ist laut dem Casino nicht möglich sondern nur maximal 300€ warum auch immer. Leider hat sich der Betrag geändert auf 400€ weil gespielt hatte 🙁 aber das ist auch nicht das Problem. Nachdem ich die Bestätigung einer Auszahlungsanfrage bekommen hatte wurde ich vom Casino informiert das diese Informationen von mir haben will.
Ich habe alles eingereicht. Zu Punkt 3 habe ich meine Gehaltsabrechnung als Scan eingereicht. Meine Adresse (Vorname, Nachname, Straße, Stadt) war sichtbar. Sogar meine Bruttoverdienst habe ich offen gelassen was ich eigentlich hätte nicht tun müssen. Ich finde das es das Casino NICHTS angeht wieviel Geld ich im Monat verdiene. Es steht auf dem Scan auch die Bankverbindung von mir darauf bzw. die IBAN. Es steht auch darauf wer mein Arbeitgeber ist. Es gibt ABER KEIN SIEGEL darauf und KEINE UNTERSCHRIFT eines Mitarbeiters. Das habe ich noch nie gehabt bzw. gesehen das hier in Deutschland auf Gehaltsabrechnungen ist. Deshalb werde ich auch nichts anderes dem Casino geben. Die Stellen die ich verdunkelt habe sind Angaben die das Casino nicht braucht (Angaben wie sich mein Gehalt zusammensetzt).
Ich bitte hier um Unterstützung das diese, was auch immer es ist, Verifizierung (die letzte ist noch nicht mal 12 Monate zurück) abgeschlossen wird und ich mein Geld ausgezahlt bekomme. Habe mir nicht zu schulden kommen lassen. Habe immer mit der selben Mastercard eingezahlt. Und nochmal : Ein Casino hat es meiner Meinung nicht zu interessieren woher ich mein Geld beziehe. Und wenn ich es aufzeige dann sind die Angaben ausreichend was meine Identität und Bruttogehalt betrifft.
Zur Info ich lebe in Deutschland und nicht in Puerto Rico wie hier angezeigt wird.
Vielen Dank.
Dear slombi,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GGBet Casino.
I checked the casino terms and conditions and I found this:
6. VERIFICATION OF YOUR IDENTITY; MONEY LAUNDERING REQUIREMENTS
6.7. We may request proof of where your fund have come from. To verify your source of the funds, we may ask you to provide us with additional information and documents that confirm that you have sufficient funds to conduct your gambling activity. This may include information such as your salary or occupation, supported by relevant documentation such as a copy of your bank statement, etc.
Do I understand correctly one or more of the documents you submitted weren't accepted? Were you given an explanation about how to proceed from the casino support?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Dear slombi,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GGBet Casino.
I checked the casino terms and conditions and I found this:
6. VERIFICATION OF YOUR IDENTITY; MONEY LAUNDERING REQUIREMENTS
6.7. We may request proof of where your fund have come from. To verify your source of the funds, we may ask you to provide us with additional information and documents that confirm that you have sufficient funds to conduct your gambling activity. This may include information such as your salary or occupation, supported by relevant documentation such as a copy of your bank statement, etc.
Do I understand correctly one or more of the documents you submitted weren't accepted? Were you given an explanation about how to proceed from the casino support?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Hello and thanks for the answer
Yes, it is correct that 1 document was not accepted. I had given my previous text 3 points what was required by the casino. Points 1 and 2 were accepted but point 3 was not.
I submitted the following document which was not accepted. I don't have anything else and don't understand what else is supposed to be shown. The document shows where I live, who my employer is and how much gross I earn. The bank details are shown below where the money should flow to. This is the same bank account that I use to make withdrawals from the casino and the same bank that I use to make deposits to the casino with my Mastercard debit. If I were to launder money, I would certainly not always pay in with the same Mastercard and also not always have it paid out to the same bank account.
I don't know what else to show here. First of all, such documents are not provided with a seal or an employee's signature. Maybe in other countries but in Germany I haven't noticed that pay slips are equipped with it.
Thanks very much.
Hallo und Danke für die Antwort
Ja es ist richtig das 1 Dokument nicht akzeptiert wurde. Ich hatte meinem vorherigen Text 3 Punkte angegeben was vom Casino gefordert wurde. Punkt 1 und 2 wurden akzeptiert aber Punkt 3 nicht.
Das folgende Dokument hatte ich eingereicht was nicht akzeptiert wurde. Was anderes habe ich nicht und verstehe auch nicht was sonst noch gezeigt werden soll. In dem Dokument wird angzeigt wo ich wohne wer mein Arbeitgeber ist und wieviel Brutto ich verdiene. Weiter unten wird die Bankverbindung angezeigt wohin das Geld fliesen soll. Das ist die gleich Bankverbindung über welche ich Auszahlungen beim Casino mach und die gleich Bank über welche ich die Einzahlungen auf das Casino mit meiner Mastercard Debit betreibe. Würde ich Geldwäsche betreiben würde ich bestimmt nicht immer mit der gleichen Mastercard einzahlen und auch nicht immer wieder auf das gleiche Bankkonto auszahlen lassen.
Ich weiss hier nicht mehr was noch gezeigt werden soll. Vor allem werden solche Dokumente nicht mit einem Siegel versehen oder einer Unterschrift eines Mitarbeiters. Vielleicht in anderen Ländern aber in Deutschland habe ich das noch nicht mitbekommen das Lohnabrechnungen damit bestückt sind.
Vielen Dank.
Thank you very much, slombi, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
Thank you very much, slombi, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
Hello, slombi!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Hello, slombi!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Hi everyone!
Dear Michael,
Thank you for reaching out to us and sharing your concerns regarding the verification process and withdrawal request. We understand your frustration and would like to provide you with an explanation.
The reason for the requested verification was to confirm the new payment details that were used in your user profile. We conduct these checks to ensure the security of our users' accounts and to verify that the payment information belongs to the account holder.
Regarding the document proving the legality of your source of income, our financial department requires this information. We need to validate the source of your earnings and personal details to ensure that the funds being deposited are part of your legitimate income. While we understand your concerns about privacy, it is important for us to verify the authenticity of the document and the alignment between your personal details and the income source.
Unfortunately, the document you submitted was rejected because more information was concealed than necessary. We only require the document to confirm your personal details, the nature of the document itself, and the flow of your funds as stated earlier. Feel free to hide any transaction IDs, recipient personal details, and other sensitive information. However, it is crucial that the document still provides the necessary information to confirm the points mentioned above.
We apologize for any confusion or inconvenience caused by the verification process. Our aim is to ensure a secure and compliant environment for all our users. If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your understanding and cooperation.
Hi everyone!
Dear Michael,
Thank you for reaching out to us and sharing your concerns regarding the verification process and withdrawal request. We understand your frustration and would like to provide you with an explanation.
The reason for the requested verification was to confirm the new payment details that were used in your user profile. We conduct these checks to ensure the security of our users' accounts and to verify that the payment information belongs to the account holder.
Regarding the document proving the legality of your source of income, our financial department requires this information. We need to validate the source of your earnings and personal details to ensure that the funds being deposited are part of your legitimate income. While we understand your concerns about privacy, it is important for us to verify the authenticity of the document and the alignment between your personal details and the income source.
Unfortunately, the document you submitted was rejected because more information was concealed than necessary. We only require the document to confirm your personal details, the nature of the document itself, and the flow of your funds as stated earlier. Feel free to hide any transaction IDs, recipient personal details, and other sensitive information. However, it is crucial that the document still provides the necessary information to confirm the points mentioned above.
We apologize for any confusion or inconvenience caused by the verification process. Our aim is to ensure a secure and compliant environment for all our users. If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your understanding and cooperation.
Thank you for your reply and explanation, GGBet Team!
Slombi, please, let us know when there will be any progress on the verification process.
Thank you for your reply and explanation, GGBet Team!
Slombi, please, let us know when there will be any progress on the verification process.
Hello everyone,
after a few more attempts and the filing of yet more documents, the matter was finally brought to a conclusion. My withdrawal has been confirmed and verification completed.
Thank you for supporting Casino Guru as well as GGBet Casino
Hallo zusammen,
nach noch einigen Versuchen und der Einreichung von noch weiteren Dokumenten konnte die Angelegenheit endlich zu einem Abschluss gebracht werden. Meine Auszahlung wurde bestätigt und die Verifizierung abgeschlossen.
Vielen Dank für die Unterstützung von Casino Guru sowie auch von GGBet Casino
Slombi, have you already received your funds?
Slombi, have you already received your funds?
Dear slombi,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear slombi,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.
The player can reopen this complaint anytime.
It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.
The player can reopen this complaint anytime.
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