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

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

Amount: €1,000

GGBet Casino
Safety Index:High
Submitted: 13 Jan 2023 | Case closed : 02 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Austria is struggling to complete the account verification in the casino. We rejected the complaint because the player stopped responding.

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1 year ago
Translation

Hello,


I won 1000 euros with my deposit and when I paid out I was told to do the KYC.


Good 6 files had to be sent.


1) ID

2) bank card

3) Skrill acc e***at@gmail.com

3.1) Skrill acc at***s@gmail.com

3.2) Neteller acc e***at@gmail.com

4) A selfie with ID and ggbet accountID


Now I had uploaded everything correctly, but no document was accepted from it. But I'm sure that I did everything right and that everything was recognizable.


Then I asked customer support why the documents had not been accepted.


Answers were as follows:

1) All four corners cannot be seen on the ID photo and some information is hidden.

However, all four corners are clearly visible in the photo and I covered the serial number except for two characters because it said so!


2) Collages are not accepted for bank card photos, some info is hidden.

I made a back and front collage because you only uploaded one document. And according to the statement, I have hidden some information correctly! After this answer, the support wrote me (screenshot available) that one page of the card is enough. But the specification says FRONT AND BACK.


3) no information, although everything was clear and uploaded as specified.


4) not specified, although everything was clearly recognizable.



So I don't know what to do, I feel like they're playing with me..

Automatic translation:
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1 year ago

Dear enesat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I better understand the situation.

Do I understand correctly that verifying your ID and a bank card is the main obstacle in completing the verification in the casino? Did you make sure there is no glare visible when you took picture of your ID? Could you explain which information you hid in your photo of the bank card?

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,

Tomas

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1 year ago
Translation

1) No, not a single document was accepted.

2) Yes, I paid attention.

3) For the card number and IBAN, I left the first 6 and the last 4 digits open and hidden the rest.

Automatic translation:
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1 year ago
Translation

I contacted support about this 2 and 3 days ago and asked why it was not accepted. I was then told they would email me but didn't.

Automatic translation:
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1 year ago

Dear enesat,

Would you be able to provide us with the documents you provided for the verification? Please, forward them to tomas@casino.guru

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1 year ago

Dear enesat,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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