GGBet Casino - Player’s withdrawal has been delayed.

Dear Guru casino,

I hope you could help me with this situation.

I'm struggeling with verification process at GGbet casino since 6 september.

I'm quite new there. I made few deposits which first was on 20th August and in quite short period of time I surprisingly won a big amount in gaming. Amount that I would not be able to safe in years!

I was extremely happy to see this amount in my casino wallet but my joy didn't last long because from day to day I started loosing hope that I will never get my winnings and that is because of the verification process.

When I decided to withdrawal very small amount of it I received an email about verification procedure I needed to complete in order to proscess with my withdrawals.

In the past I played in other reliable casinos and I have been through ID confirmation I know how it works and it always took place at the registration not at the moment of withdrawing funds.

I was requested few documents which I successfully passed:

1st photo of the document and photo me holding my document

2nd skrill screenshot

3rd photo of my ID with document confirming my adress

Now the last one that I was requested was to provide legality of my income.

I wrote to casino that i don't have an income at the moment and I can only provide proof of trasactions of giffted money to my account from my husband and my mother or old salary incoming to my bank from 2months ago.

They wrote I can send these documents and bank statement showing trasactions before and while I was doing deposits.

So I did enclose all of the above- bank statement showing my old salary booked on my account on 28th July.

I just received another email saying the same again about providing proof of income and it cannot be older then 30days! Im thinking how?

I comply to all theirs requests and still is not enough.

It feels like never ending story.

They only proof from 30days ago are only money from my relatives.

I dont know this casino well I only hope that they are trustworthy casino and they don't want to confiscate my winnings.

It just feels like back and forth communication without any progress.

Please help me to te resolve this problem because I feel really hopeless and don't know what else I can do about it.

Thank you in advance! I appreciate any step you going to take in this matter

Dear naiacom7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply with and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible. However, every case should be assessed individually.

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Thank you for looking at this case. I really didn't know that practice of money laundering can take place at the casino and that source of wealth confirmation is requested for this reason. You learn new things every day :)

I do my best to cooperate and try to send all necessary documents. Money which I used for deposits came from two sources. My old salary which I already proofed with the bank statement and money which I also received from my relatives. I can also send payslip or bank statement of my husband salary and my mother's pension to proof that money recived from them and used for deposits come also from legal source and that I obtained it legally. By the way I did propose that to the casino.

I guess there is nothing wrong to gamble with gifted money when I have a confirmation that they are legal, am I right? 

Thank you very much, naiacom7, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello naiacom7, 

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite GGBet Casino to join the conversation and participate in the resolution of this complaint.

Dear GGBet Casino,

Can you please provide an update on the status of the player's verification and what is required to complete the process, given the player's circumstances?

Kind regards,

Adam

Dear naiacom7, 

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask GGBet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear Adam,

Thank you for your update. Unfortunately there wasn't any contact attempt since this case is open.

Hello,

According to the information from anti-fraud dept. - the player is unable to provide the last requested document - an extract from work on the issuance of salaries or an extract from a bank with transactions, where on one sheet there will be a full name, address, salary transaction and a seal with a signature (According to 8.2.1. all money that you deposit in Your Account is untainted with any illegality and, in particular, does not originate from any illegal activity or source; )

Thank you for cooperation!

Kind regards

Hello GGBet,

Thank you for replying.

In messages from you it wasn't mentioned that on the extract from a bank needs to be a seal with signature. I hear that for the first time.

In this case I'll try to arrange that. I just don't how long it will take me to arrange that because of personal issues.

Thank you all for your responses.

Dear naiacom7, 

I will extend the timer, please do keep us updated regarding the outstanding document.

Kind regards,

Adam

Dear naiacom7,

Could you please provide an update on the situation? Has there been any progress with the document from your bank?

Kind regards,

Adam

Hello,

Sorry I couldn't reach to anybody out yet. I'm going to that coming days. As soon as I know anything I'll provide an update. Thank you.

Dear naiacom7,

Thank you for letting us know. I will extend the timer for a further 7 days.

Kind regards,

Adam

Hallo,

I did contact the bank about the bank statement with seal and signature. They said they don't provide such a document. Hier I enclose proof of this conversation. Futher I was told that statement downloaded from my account is an official document and doesn't require any signatures.

I also wrote to the company if they can provide me with salary certificate for that period but I haven't heard anything back from them yet.

Hello naiacom7,

Thank you for the update on the situation.

Dear GGBet Casino,

It seems that the player's bank is unable to provide a document with a seal and/or signature. Can you please advise as to how the player should proceed in this case? Is the document provided not sufficient?

Kind regards,

Adam

Hello all,

the following options are available:

1) We are ready to accept the extract from work on the issuance of salaries or an extract from a bank with transactions, where on one sheet there will be a full name, address, salary transaction without the seal or stamp (as long as we see the source of income of the player)

2) If the player is unable to provide the source of income, in that case the withdrawal via bank transfer will no longer be available.

Kind regards

Hello GGBet Casino,

Thank you for the information provided.

Dear naiacom7,

Are you able to supply the document as mentioned?

Kind regards,

Adam

Hallo,

I can provide extract from a bank straight away. Where can I uploaded?

Dear naiacom7

You may provide it via live support or by e-mail.

Kind regards

Thank you, GGBet Casino.

Dear naiacom7,

Have you successfully submitted the document? Please provide an update on the situation.

Kind regards,

Adam

Yes, same day on 11november I have sent an email.

Thank you for the information, naiacom7.

Dear GGBet Casino,

Please let us know if the document matches the requirements and if anything else is needed.

Kind regards,

Adam

Dear Adam,

Small update from my side.

I just checked my email box and I have recived an email from GGBET casino on Sunday informing that I have successfully passed verification process!

This is fantastic news and I'm very grateful for all your help!

Thank you and best regards to all parties involved,

Natalia

Hello naiacom7,

Thank you for the update, I am glad to hear that you have now successfully completed the verification.

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam