The player from Germany, who had a verified account and Diamond League status, faced delays with a withdrawal submitted on June 13th. Despite contacting support multiple times, she received vague responses without any clear resolution or timeframe, making her feel inadequately supported. After the Complaints Team requested further communication records, the player reported that the issue was resolved as the payment had been received. The complaint was then marked as resolved by the Complaints Team.
GGBet Casino - Player’s withdrawal has been delayed.
Amount: €400
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello Guru Casino Support,
I enjoy playing here, and I have already made some withdrawals, including resolving unsuccessful ones due to technical problems of the payment service providers with the help of GG.BET support. These issues, albeit with slight delays, have usually been resolved either through successful withdrawals or cancellations.
I even managed to successfully complete a withdrawal several weeks later. However, even though my standard withdrawals to my account have been successful about 90% of the time, this one seems to have hit a snag. I submitted the withdrawal on June 13th. It was already out of my player account by June 14th, and typically (rarely on the same day but usually within 2 business days) it would be credited to my account, but nothing has happened to date. Naturally, I contacted support via online chat and email to report this failed withdrawal according to the standard terms and conditions for withdrawal processing time. Despite my appreciation and affection for the casino, I feel I have not been adequately helped. In short, the email and chat support simply advised me to wait for day X, then day Y, and finally offered the hopeful but vague response that something was wrong and it was being investigated with the payment service provider. But there was no clear resolution or time frame given. This is unacceptable. There needs to be more action and a more defined timeline to resolve this. Time is money and the customer is king; this should be a fundamental principle. I am (even twice) verified through KYC, and I have a player profile with Diamond League status (tending towards High Roller). I don't want any special treatment, but I find it regrettable that I am not being adequately supported here.
I have documented proof in the form of email correspondence and chat logs.
If it is determined that I am being overly sensitive and this situation is actually not unusual, I am, of course, the first to be willing to apologize.
That's my unbiased view of the situation so far.
Best regards,
R.Y.
Automatic translation:
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5 months ago
Hello reypat75,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Hello Nick,
A big yes to both questions.
I am writing and in contact with support via email. I can gladly forward this to you.
For verification. I've been there since I registered there. Over 2 years, I think.
On June 22nd, a new, extended verification question was sent to me after a large win. And within a day of my answer and proof submission (source of my income), it was classified as fully verified again. (Part of the payout was quick and smooth, my mistake was that I continued playing...)
But this payout that is being demanded here just seems to have no end.
greeting
Recep Yil****
Edited by a Casino Guru admin
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5 months ago
Dear reypat75,
Please forward the communication between you and the casino to nikolas.b@casino.guru.
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5 months ago
Translation
Has been paid since today ... please close case
Automatic translation:
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5 months ago
Dear reypat75,
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.
Best regards,
Casino.Guru
