GGBet Casino - Player’s withdrawal has been delayed.

Hi Team,

Please help me to resolved my issue regarding "sucessful payment not credit to my card".

as per ggbet, the payment process on their side was already processed. As ive check on my transaction it was already a status of "sucess" So i waited a day, a weeks, until then they already escalated to finance department for further investigation. but my problem is the money is a small amount for this issue. so its very frustrating on my end at the same time no defenite timeframe to resolve this issue just wait for an email to us -ggbet.

Hopefully they can make this issue a priority. I know its a rare case but your players needed the money for some important purposes.

I can attched some screenshot on my transaction. that its already been success,

I Think they needed to call the payment channel where i process my withdrawal.

withdrawal via mastercard.

Kindly help me on this issue.

Best Regards,

GY

Dear marceloborgy9,

Thank you very much for submitting your complaint and forwarding the relevant screenshot:

I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received transaction tracking numbers from the casino? I understood that you have opted for a bank wire transfer, is that correct?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

However, 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,

Petronela

Hi Team,

No I havent receive any transaction no. or tracking no. as of now, I always follow up to the support 24/7 but same thing the response : "we already forwarded this conern to our financial dept. just wait for the feedback on your email no defenite timeframe". I Think this is to see further the transaction coming from ggbet and they want to tell me that ggbet done their transfer. The problem is not on their hands, the problem is the pending transaction is on the payment channel (mastercard).

I dont know what else can i do besides from following up everyday.

I hope it can be resolved by the help of ggbet or within this site or any follow ups to the payment channel that i can see their transaction same as ggbet.

The withdrawal I've done is within Master Card(payment channel). I put my details via gcash card. (mastercard given by globe telecom here in the PH). I think the transaction failed. So I am trying to convince ggbet that can i transfer my money to another payment channel, local bank transfer(payment channel) is known to be good for my withdrawal.

And mostly, Gcash is a global application when you can deposit as fast within 5 mins.I Think within 24hours withdrawal or transfer as well.

Thank and Regards,

Wonderborge

I hope i can receive a feedback to GG.bet that the payment provider rejected the transaction. and deposit back my money on my account. so I can make a new withdrawal request.

Thank you very much, marceloborgy9, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hi Petronela,

Thank you for helping. Hopefully I can have a fast response regarding this case. The money is quite helpful to me once i receive it.

Hello marceloborgy9,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and would like to invite GGBet Casino to join the conversation and participate in the resolution of this complaint.

Dear GGBet Casino,

Could you please provide us with an explanation of the player's situation in more detail? Are there any developments with the investigation?

Thank you.

Best wishes,

Tomas

Dear marceloborgy9

Can you please specify the disputed transaction ID (you may copy & paste it from the withdrawal history section).

Thank you in advance!

Kind regards

Dear all,

Thank you for your cooperation.

I will now extend the timer for an additional 7 days for the casino. Please continue to keep us updated on any developments.

Kind regards,

Tomas

Hello all,

We are checking internally.

Sorry for the delay in reply.

Kind regards

Dear GGBet Casino,

Please let us know once there is any news regarding the internal check.

Thank you.

Kind regards,

Tomas

Hello all,

As the matter of fact, the player was provided with the details on the transaction, since the transaction is completed from the Casino side. The player needs to contact their bank and try to find the payment by specifying the ARN.

Kind regards

Dear GGBet Casino,

If the player has been paid, could you please provide us with proof of the payment? I'd very much appreciate it if you could send any supporting evidence to my email address tomas.k@casino.guru.

In the meantime, I would like to ask the player to contact their bank and try to locate the payment by specifying the ARN.

Thank you both.

Kind regards,

Tomas

Hi Im still waiting for the email of the provider (bank) on the details of the transaction. I have no screenshot at the moment but i already called the bank that the transaction was failed. It not went through or receive the payment of gg.bet coming from the provider.

I'll comment back once my request send to my email for this issue.

Thanks,

WonderBorge

Hi Team

As per bank what payment transaction was made? is it pesonet instapay what is the transaction was made by gg.bet?

please specify the details because on the email you sent me is just details. cannot see specifically the ARN provided.

Please see attached file that you send by gg.bet on your end (gg.bet)

so we can verify where is the money is it on your side or on the bank(payment receiver)

Thanks!

Hello,

Please kindly refer to the screenshot below:

Kind regards

Hello marceloborgy9,

The ARN number is clearly visible on the screenshot provided by the casino. In this case, could you please contact your bank and try to locate the payment by specifying this ARN?

Please let us know then of any developments.

Thank you both for your cooperation.

Kind regards,

Tomas

Hi Team,

I already file a ticket regarding the issue.

Its for investigation and the status is already escalated.

Ill get back to you guys if there is any feedback or a necessary details given by the bank.

Thanks,

Wonderborge

Thank you for the information, marceloborgy9.

I will now extend the timer for an additional 7 days, please continue to keep us updated on any developments.

Best wishes,

Tomas

Hi Team,

As per bank, how was the transaction done? via transfer? InstaPay or PESOnet

Yes i can see the ARN number. But the Bank wanted to know how did gg.bet (casino betting site) did the process to transfer to mastercard?

Please give more details how was the payment process done on your side gg.bet so then can find the transaction.

Btw, The mastercard that i used for withdrawal is linked to my Gcash app.

And the mastercard is given by gcash.

Thanks,

Borge

Dear GGBet Casino,

Would you be able to confirm the payment method used for the transaction? I believe that it could help the player to locate the funds with his bank.

Thank you.

Kind regards,

Tomas

hi Team,

I have the first ticket that I contacted them through support call. And this is another ticket that i try so we can track my concern and conversation to my provider proof that i raise a ticket regarding the concern. Hopefully they can find the transaction or ARN provided by gg.bet on my issue.

Thanks,

Borge

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello marceloborgy9

We've contacted the payment provider regarding your question.

As soon as we receive an answer - we will post in here.

Kind regards

Dear GGBet Casino,

Thank you for providing the information.

I will now extend the timer for an additional 7 days, so please let us know once there is anything new.

In the meantime, could you please update us, marceloborgy9, if there is any progress regarding the investigation with your payment provider?

Thank you both.

Kind regards,

Tomas

Hi Team,

Good day as per checking on the bank side. Please see attched screenshot.

Possible on gg.bet side was refunded on thier end. Not all successful transactions can be debit then credit all the time. Please check on this. I already escalated the concern and thats the feedback regarding my Bank.

This is the transaction history of my bank.

Please see screenshots oct 27- nov 28

Thanks,

Wonderborge

Dear marceloborgy9

Please report this to live support, kindly provide all the details and evidence.

In that case, the investigation will start all over.

Thank you for cooperation!

Kind regards

Dear marceloborgy9,

Could you please confirm once you have provided all the necessary evidence to live support?

Thank you.

Kind regards,

Tomas

Hi team,

Already update the live support earlier this day.

Please see attached screenshot:

Thanks,

Wonderborge

Dear GGBet Casino,

Could you please confirm that you received the evidence and that the matter is now under investigation again?

Thank you.

Kind regards,

Tomas

Hi Tomas,

I'm tired to explain this to gg.bet all of this investigations is on my part. I've given all the necessary screenshots and i also advice that there were no bank involve to my mastercard. the mastercard that i use was given by GCASH, gcash is a virtual wallet i sent all the details requested to me. I'm done my work. I Think the money will not be return to me. Once I cannot give the exact evidence that they needed.

Thank you for the time casino guru.

see the screenshots they advice to me again and again. Im done!! Its f****** waste of time and effort.

The issue is. They dont know where to check on their side. No finance team. No proof was given or screenshot within their side. Just an email that "transaction successful", Sorry I'm very frustrated today. I have been to stress to this issue.

Hello marceloborgy9

Have you provided the requested statement/document ?

Thank you in advance!

Hi Team,

I already provided to your support gg.bet even the exact email given by gcash support and forwared to support if gg.bet via email. the password to open my requested transaction between oct 27-nov 28 on gcash.

please see pictures below.

to confirm if the screenshot of transaction that i already submitted to gg.bet is literally under my account.

I think this is enough evidence to confirm if the transactions that i send is under my account.

You can open the pdf file and check it

thanks.

Dear GGBet Casino,

Could you please confirm that you received the evidence and that the matter is now under investigation again?

Thank you.

Kind regards,

Tomas

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

There is a conversation going on between the support and the player.

We confirm, we have not received the requested document from the player.

Dear marceloborgy9

Please kindly refer to the latest e-mail, sent by the support.

Kind regards

Dear marceloborgy9,

Could you please update us on the situation? Which document was requested by the casino?

Please let us know of any developments. Thank you.

Kind regards,

Tomas

Dear marceloborgy9,

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.

Hi Tomas,

Its underinvestigation i already sent the request transaction on my bank (Gcash account) please see screenshot below.

waiting for their investigation.

Thanks,

Borge

Dear GGBet Casino,

Please update us on the result of the investigation once it's done.

Thank you.

Kind regards,

Tomas

Hello,

As far as we see, the extra information by the player re the conversion was provided. The info is now being analyzed by the billing dept.

Kind regards

Dear GGBet Casino,

Thank you for providing the information. Hopefully, we'll be hearing back from you soon.

I will now extend the timer for an additional 7 days. Please keep us updated on any developments.

Kind regards,

Tomas

Hello,

The support dept. has provided the player with the final answer:

Please speak to claims dept. of the bank, since it looks like the bank's support is of no help.

Also, we believe that the amount in your local currency should be a bit larger than you requested, since the processing currency was EUR.

Sorry, we were not able to help you this time.

Best regards

Dear marceloborgy9,

Could you please confirm if you have received the payment?

Thank you.

Kind regards,

Tomas

Dear marceloborgy9,

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 all,

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.

Kind regards,

Tomas