GGBet Casino - Player’s struggling to complete the account verification.

hello casino gurus , english is not my major language but i ill try to make it clear and simple . During the verification of kyc , i have submitted the documents they need (online banking details with card number and full name in the screenshot) , but after I submit they keep asking for the same thing again and again . I even send them the real photo of my debit card , obviously the last 4 digit number is match but they re not accepting and ask me to send again! This is suppose not a service should provided by a big platform like ggbet! Please help me casino guru i have try to communicate with them but obviously they re not listening

Dear chongkethau,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi! Thank you very much for your reply! So this is the situation,

I have been registered on this platform for almost a year, and the early bets were all about losing more and winning less. At that time, I did not encounter any problems in withdrawing cash. But recently I predicted and bet on Argentina to become the champion in the World Cup, so I won plenty of bonuses, but when I tried to withdraw cash, I was required to complete the kyc verification. Of course, I also understand that this is a normal process, and I am very cooperative on providing all the requested documents.

The documents I was asked to provide included bank card photos, hand-held ID, etc. . The problem I encountered was one of the documents (the online banking screenshot containing the card number and name), of course I did provided the document, but no matter how many times I provided it, the document was rejected in the end, and they asking for the same information again and again. Anyway im sorry for wroting so long, I felt very helpless and dissapointed, I have already provided all the information I should provide, and I can't provide any other. I also try to contact ggbet support through the email (can refer to the picture below) but i didn’t receive any response yet . So I need help, I hope you can help me 😞

Hi

Currently GGbet has been asking me to provide the information that is impossible to provide. They asked me to obtain a bank statement with a debit card card number on it from the bank, but the statement of Maybank Malaysia will not provide nor include the debit card number on the statement, it will only show the account number not the card number. I also tried to explain to them and also provided plenty of proof including the screenshots of my online banking containing my full name and card number, but apparently they don't intend to accept it! Can you tell me what to do? I have provided everything I could and now they're asking me to provide files that doesnt exist at all!

Thank you, chongkethau, for the clarification. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to the complicated verification of the payment method, we will try to assist you.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Noted , kindly assist as i also played in their casino as well

Hello, chongkethau,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite GGBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear GGBet Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account? Are there any alternative documents that could be used to verify the player's payment method?

Thank you in advance for providing the information.

Hello chongkethau, Branislav,

The last request that the support sent was:

"You still need a document that confirms the ownership of a bank card. This document must show the first 6 and last 4 digits, as well as the name and surname of the cardholder."

We believe that's what causing the delay.

Kind regards

Thank you for your reply, GGBet Team.

Dear chongkethau,

Are we talking about a virtual card or a physical card? Can you please ask your bank for help and let us know if you are able to provide the casino with the required document? It is not a special request, and the bank should be able to provide you with a document confirming ownership of the payment method in question.

Dear chongkethau,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Hello, I have explained it several times in above, but I will try to explain it again

Banks in Malaysia will not provide a bank statement with a card number. The bank statement they provide will only contain a bank account number. I have reported this issue to ggbet several times. I believe many Malaysian customers have also reported it, but obviously ggbet does not intend to Accept, but in addition to what you requested, I also provide screenshots of my online banking, and e-statement and other information sufficient to prove my bank identity

If you still don’t accept it, please close the entertainment channel for Malaysian users because I believe that no Malaysian customer can fulfill your request at all

Finally, I am very grateful to the casino guru for their help and wish you a happy new year. Thank you

Dear chongkethau,

Thank you very much, to you too.

However, I am afraid you have not answered one of my questions.

Are we talking about a virtual card or a physical card?

Did you try to check Maybank's FAQ for "Bills & Statement" and use this option? If you have not done it yet, could you please read it (available by clicking HERE), follow the instructions, and let us know if it was possible to find a relevant document/bank statement?

Looking forward to hearing from you.

Hello Branislav ,

We re talking about a physical card , GGbet need to confirms the ownership of my Maybank debit card that i had bound into my GGbet account .

So i provided a copy of my virtual bank statement that i downloaded from my Maybank app's ''Bills & Statement'' and submitted to GGbet but they rejected it . I also provided a screenshot of my Maybank online banking account that contains my real full name and last 4 digit numbers of my debit card and also a picture of my physical debit card but they rejected as well . If you dont mind i am able to send you the copy of every documents that i had submitted to GGbet to your email as your reference . Just give me your email thank you!

PS:  The reason they told me that my documents was rejected is because they need the physical statement from the bank that includes the first and last 4 digits of my physical maybank debit card , I couldn’t provide because the physical statement from bank malaysia WILL ONLY PROVIDE THE ACCOUNT NUMBERS NOT CARD NUMBERS

Hello,

Happy to inform, that the account has been verified, the player may request the withdrawal.

Best regards

Hi! My account has been verified! Thank you Casino Gurus and GGbet!

Have a blessed day

Greetings all,

Thank you both for the updates.

Dear chongkethau,

Great news!

Since your verification has been completed, can I consider your complaint resolved? Is there anything else I could help you with? Should I keep the complaint open until a successful withdrawal (if it has not been fully processed yet)?

Hello Branislav!

Yes i had successfully withdraw from my account! Although they hold my previous withdrawal for few days but after i talk to their cs support for few times , i had finally received the money from my withdrawal (they said its from third parties side to hold the money from process) Anyway, yes you may consider my complaint as resolved and close it .

Again , thank you for helping me and i am truly appreciate it!

Great, chongkethau!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, GGBet Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru