GGBet Casino - Player’s withdrawal has been delayed.

I had requested a withdrawal payment of around 530 EUR from an online casino to my Revolut virtual card on February 2nd. But even after almost two weeks, I hadn't received the payment. When I contacted the casino they were not able to give me complete transaction details or a clear explanation for the delay. After emails back and forth, they asked me to contact the receiving bank. Recieving bank replied that they would like to help, but they need more information about the payments (which were understandable as all the casino gave was RRN number, no details of who is sending the money to whom or any official document that would say that the transfer was made).

So I sent an email to the casino asking for more information on the status of my withdrawal payment. They replied saying that the payment had been sent for processing and that they would contact me with updates.

After eight days without hearing anything back, I sent another email expressing my concern and urgency.

The only thing that the casino did was that they requested my bank statement from the date of my withdrawal request until the present, they looked at it and said they were still investigating the issue. Already a week from the latest email from them.

I have to stay this is super frustrating, there is no transperancy on what is happening, I have not received my withdrawal for 8 weeks already and have serious doubt that I ever will.

Dear kFreidenfelds,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal was sent to you but never reached you? Have you received any previous payments from this casino via Revolut before?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

If there's any relevant communication or supporting evidence that you'd like to share, my email address is petronela.k@casino.guru.

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

Dear Petronela,

Thank you for looking into this case.

To answer your questions:

• Yes, I have received the withdrawal funds previously to my Revolut account (Had no problems or delays longer than couple of days)
• I do not know whether the payment has been transferred, have tried to ask that to the casion, but they are not very transparent or do not have full understanding themselves on where are the funds now.. I beleive that they have not been sent as I have not seen a document supporting that the transfer have happened from them.

I also sent you an email with all the proof and communication with the casino.

Hope this helps and gives clarity from my side

Thank you,

Kristians

Thank you very much, kFreidenfelds, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.  

Dear kFreidenfelds,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of GGBet Casino to join the conversation and participate in the investigation of the case. Could you please update us on the review of the player's withdrawal request?

Dear kFreidenfelds

Please kindly specify the disputed transaction ID.

Thank you in advance!

Best regards

Dear GGBet Casino representative, please take a look at the disputed transactions and let us know about updates in the case.

Hello all,

We'd like to confirm all the withdrawals were successfully completed.

Kind regards

Thank you for the information.

kFreidenfelds, can you please confirm that you've received your winnings?

No, it has not been received.. Its beyond my comprehension on how can they even state that? Did the representative even look at the case? I mean - what is the logic in defining "all the withdrawals were succesfully completed"? Based on what? And does this mean that these 2 ID transactions are not even marked as "under investigation" in their ticketing system?

The fact that a representative can say it was successfull without even looking, just shows that this is a "normal type of situation"

I just asked (right after I saw this message from ggbet) what is the status of my case via email to them, got the same auto-message as always: "as far as we know finance department is looking into it and will updated you as soon as possible".

Honestly, I am always very polite and professional in these types of situations, but this is just too much. I have wasted a lot of time on this and it seems that it is impossible to resolve anything with contacting the GGbet casino. What are you recommendation on these type of situations, Veronika? Is it worth to escalate this further to NBA of Cyprus or what could be the next step?

Thanks,

Kristians

How does the withdrawal status look in your account? Is it pending, processed, or approved? Is there any change in the withdrawal status since your last reply? The casino states that the withdrawals were successfully completed, so it's possible that you'll receive the money in the next couple of days.

Of course, there is also a higher authority you can turn to. GGBet Casino operates with a valid Antillephone License, so you could contact the Antillephone Gaming Authority at certria@gaminglicences.com.

Hi,

The status in my account is "success" as of beginning of Feb, so nothing has been changed.

Can the casino provide some proof of transfer or anything that could guarantee that withdrawal is on its way?

And thanks for the authority details

Kristians

Dear GGBet Casino representative, we'd like to ask you to kindly provide proof that the withdrawal was processed and paid.

Dear kFreidenfelds,

Please address this request to our support. They will collect the necessary evidence and raise a ticket to PSP.

Regards

Dear kFreidenfelds,

have you tried contacting customer support as the casino representative suggested?

Dear Veronika,

Yes, I have tried. That is the reason why I am writing the complaint here.. there has been no proof with payment transfer from GGbet side and no clarity on where the funds are "stuck". I have sent more than 10 emails asking about the proof of payment and any update on what is the status of this case to GGbet casino with no result. I attached all the email conversations via email sent to CasinoGuru - the email address that Petronela from Casino Guru indicated.

Did you have look at those email conversations? Or what was the point of sending them to you?

I said this in the very begining of my complaint:

"When I contacted the casino they were not able to give me complete transaction details or a clear explanation for the delay."

Kristians

Of course, I looked at the email conversations between you and customer support. I was wondering whether the support provided you with any new information since the GGBet Casino representative suggested in their most recent reply here that the support should be contacted again. The last email that I read was from March 10, where customer support claimed the case was still being reviewed.

I guess there is no update from the casino's side yet, so I'd like to ask GGBet Casino representative to take a closer look at the case again, contact the responsible department if necessary, and provide us with proof that the payment was made.

Hello kFreidenfelds

Sorry you've faced issues. We can see the ticket was created to PSP, we've escalated the issue.

Thank you for your patience.

Regards

Hello,

Could I get some more details on this?

I have been hearing about this for weeks now.

Whats exactly means "escalated the issue"?

Could I get more transparancy on why the delay has happened and to whom the ticket was escalated?

Also, what is the limit on how long the withdrawal can take from the request date?

Regards,

Kristians

GGBet Casino, please provide a valid explanation about why the player's withdrawal is taking so long. It is our stance that players should not have to wait for over a month to receive their winnings.

Dear Veronika

An online casino is a highly complex system that incorporates numerous modules and collaborations with various entities to ensure a seamless gaming experience. Addressing payment-related issues is often time-consuming due to the intricate nature of the infrastructure and the necessity for thorough verification processes. 

In relation to collaboration with Payment Service Providers (PSPs) online casinos work in partnership with various PSPs to offer players a range of secure and convenient payment options. Each PSP has its own set of protocols, security measures, and operational guidelines that must be adhered to. Coordination between the online casino and the PSP is essential to resolve any payment-related issues.

So once the issue has been identified and verified, the online casino must raise a support ticket with the relevant PSP. This may involve providing various information. PSP support teams may have their own set of procedures and response times, adding to the overall time it takes to resolve the issue.

The PSP support team will investigate the issue, which may require them to access their own systems, databases, and transaction records. This process can be time-consuming, especially if the issue is complex or unprecedented. Moreover, they may need to communicate with other financial institutions or third-party service providers to gather additional information.

Once the issue has been resolved, the PSP support team will communicate the outcome to the online casino, which must then update the player's account and inform them of the resolution. This may involve processing refunds, updating transaction records, or making adjustments to the player's account balance.

As you can see, resolving payment issues in online casinos is a complex and time-consuming process that involves multiple modules, collaborations with PSPs, and strict verification procedures. The time it takes to resolve such issues is necessary to ensure the security and integrity of the transactions and to maintain a high level of service quality for players.

Hope this clarifies a little bit. 

Kind regards

I fully understand that the PSPs have their own databases and systems and that the check of the transactions may take some time. That's why I'd like to ask you to kindly forward me proof of payments made by the casino regarding the player's transactions. Please send them to my email: veronika.l@casino.guru

Hello all,

Just a quick update on the status.

Casino has provided the proofs (ARN numbers) that the transaction were in fact successful.

The player turned to Bank support and they were unable to help the player.

The player provided more screenshots. The screenshots were delivered to the billing dept. and being investigated.

Regards

Hello,

An update from my side - I have received the funds!

The ticket and complaint can be closed.

In the end, it was receiving banks fault, they were not able to identify the transactions although they were sent on 2nd Feb (no delays from GGBet side). After multiple conversations with them, they did manage to find them and credit to my account.

Thank you for the effort and managing this case

Kind regards,

Kristians

Dear kFreidenfelds,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Veronika

Casino.Guru