GGBet Casino - Player's withdrawal has been delayed.

Hello. The casino is holding my payout of 890 USD for a long time. Each time they say that the payment was made on their part and all the fault for the delay on the payment system, but I have never seen payments to the card take so long, plus before that they paid me smaller amounts very quickly without problems. The first part of the payment was ordered on April 8th and so far I have not received a penny. I was polite with them and tried to understand if there might be some technical error and they should deal with it, but apparently they just don’t care, because they promised me TWO times that they would send an answer about the investigation by mail and deceived me. Most likely it was a way to get rid of me. I was very patient, but such a disregard and disregard from the support leaves me no choice. Please help me to solve the problem.

Dear Глеб,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise when exactly you received your last withdrawal? Approximately how many days did the last withdrawal take?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Christina. Thank you very much for your help with the complaint. The last successful withdrawal was on 27.02 and took a couple of hours.

Thank you very much for your reply, Глеб. Have you accumulated your winnings with or without an active bonus? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

I used the bonus, but the winnings were from real money. For deposits, I used only a card, the same method for withdrawals.

One last thing - could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account, please?

The essence of the complaint changes a little, as the money was returned to the account and verification was requested, although I am withdrawing the same funds that were already sent earlier. In verification, they ask me for a photo of the card that I used 4 years ago and a selfie with it. Of course, I don't have this card. Maybe I could find a photo of her, but selfies are kind of absurd. Any documents from the bank can be obtained only by personal contact to the branch (another city) where the card was issued and it is paid. I explained all this to the support, but (unexpectedly) they just don't care. Obviously the casino is just looking for ways to get rid of me and not pay anything. Again I ask for your help on a new problem.

They also ask to take a selfie, holding a passport and 3 cards at once, so that everything can be seen. Everyone I showed this message to laughed and noted that only Bruce Lee would be able to pass verification. Obviously, the verification procedure is just another obstacle to the withdrawal of funds, and not a fight against scammers.

Upd. What’s more, I just found out that due to the damn war that Russia has unleashed, my bank will not be able to accept payments in foreign currency from the beginning of May, which means if the casino continues to ignore me, then I will lose my money forever. I am devastated, and my planned entertainment at the casino results in health problems and loss of funds. I beg you, speed up the decision process.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

I sent screenshots, but I don’t think that you can see much there, since they simply reject my documents by mail with the same tags, and for any of my arguments they offer to receive an official documented response from the bank, which of course is ridiculous. I provided them with a photo of the card, an agreement on the account of this card and an extract where the agreement number, card number and my name are visible. Any decent casino would accept such documents, not to mention they wouldn't ask for a card that a player used 4 years ago. It cost me a lot of effort to find these documents, but they continue to ignore me and force me to go to another city to ask the bank employee to print out an official document that says that the card number is not indicated in the contract. They understand that this is just ridiculous and I probably don’t want to embarrass myself in front of the bank employees by asking such ridiculous things, even if I manage to get there. Thanks again for helping me

Thank you very much Глеб for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Tews96,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite GGBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear GGBet Casino Team,

Could you please state the reason why the player's account has to be re-verified? What documents are problematic? What steps does the player need to take to successfully verify their account?

Thank you in advance for providing the information.

Tews96, are you able to provide the casino with the required documents, please?

There is no information that you should hold all documents in one hand or that it should be only one selfie.

Hello Branislav. I have already sent all the documents that I could get. The selfie was taken with two of my cards and an ID, because statement on the problem card only in electronic form. Should I re-upload them here for you to check too, or send them to the casino?

By the way, as I mentioned above, transfers to my USD card are no longer available and, in order to avoid further problems and delays, I would like to resolve the withdrawal issue here immediately. How can I receive my funds now under these conditions? My second BYN card is still active and is a priority.

Hello,

I recommend you send them directly to the casino for verification.

Regarding a payment method appropriate for withdrawal, it depends on the available payment methods in the cashier of your casino account. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers and it depends on many external factors.

Firstly, I would like to focus on your verification (KYC). Once you have any news from the casino related to all newly sent documents, please let us know about it. Then we could look at the withdrawal options.

Okay, I sent them the requested documents and am awaiting a response.

Thank you for the information, feel free to let us know when you have any news.

Good afternoon Tews96

Please do not mislead the Casino Guru team.

The letter requested exactly the same documents and selfies with them as above in this complaint.

As soon as the documents are provided, your withdrawal will be processed instantly.

Thanks for understanding.

Sincerely

Gg.bet

Dear Tews96,

It does not matter now. We have details. From my experience, I recommend you to follow the casino's instructions to get fully verified. Unfortunately, there is not any other option for how to move forward with your issue.

Are you able please to provide the casino additionally with the required documents?

I feel like we're back where we started. I have already described the problem several times and that I cannot provide an extract in the form in which the casino asks. Either write what is wrong with my documents, or let's immediately transfer the complaint to the license if you are unable to help me

You claimed that you sent them the requested documents. What document did you send for verification of the mentioned older bank card, please?

If, for example, there is a suspicion any of the documents (in electronic form) was edited or something is not clearly visible in the document, there is only one way for the casino how it could verify your document - see it in its physical printed form.

Even if you contact the authority directly, it is highly likely that these documents will be required of you.

If you have been able to send any documents to the casino for verification of the mentioned bank card, it should not be a problem to request the necessary documents from your bank.

I sent a statement with my name and card number in .pdf format, as the bank sent me. The document is old and was received when the account was active. If there is any doubt about the authenticity of the document, I can record a video for you as I download it online from a message sent by the bank. It’s also easy for me to go back to the bank’s support chat and take a screenshot of the message where they say "Personal presence is required to receive any document on a closed account"

This is just ridiculous.

Dear Tews96

Thank you for the documents provided, your account is now verified and transactions approved.

Thank you for cooperation!

Kind regards

This is great news, but as I mentioned above, transactions on this card are no longer available. Therefore, I would like to immediately resolve this issue here. Can I order payouts to my other card?

Dear Tews96

In case the transactions fail, you may withdraw the winnings to a different card/alternative payment method, but it must be prior verified.

Please speak to live support in case of any issues.

Thank you!

Kind regards

Thank you for all information and updates. I am glad we moved forward.

Dear Tews96,

Once you have any news regarding a withdrawal, please let us know about it.

Tews96, is there any progress on your issue, please? Could you provide us with an update?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, the money was returned to the account.

Dear Tews96

Sorry, but you confirmed on your own, that it's impossible to withdraw winnings to the card specified.

Please use the alternative withdrawal method.

Kind regards

Dear Tews96,

Are you please able to request a withdrawal with an alternative payment method?

Please note you will be required to verify this alternative payment method.

I already requested for two different cards, but the payment was still returned. Unfortunately, e-wallets or cryptocurrencies will not work, because. there is currently no convenient and affordable way to use them in my country. Can I order a payout to my card that I did not deposit with if I do it and upload a photo?

Dear Tews96

You will have to make a minimum deposit from a new card and verify it.

Thanks

Dear GGBet Casino,

Should the player also wager the minimum deposit made by an alternative payment method or is it alright if he only makes a deposit and verifies this payment method? Will he be able to withdraw his funds without wagering the deposit?

By the way, my bank can again accept payments from abroad and I would like to try again the withdrawal to the card with which I made the deposit. But now the casino has removed the ability to withdraw to this card for me, instead it transfers me to a bank transfer, where you can’t even select my country.

Dear sir,

You did not make any withdrawal requests. Please kindly navigate to a cashier and make one.

Thank you!

(Not) respected casino representative, please read the question from Branislav and my post above before writing nonsense things and give an answer.

Greetings all,

Calm down, guys. Let's look at the whole situation objectively.

The player is experiencing an issue with withdrawing his funds. But, the casino is still willing and keeps trying to cooperate with us in resolving the issue.

Dear GGBet Casino Team,

What is your proposal for a solution to the player's situation, please? In case of a deposit with a new and alternative payment method, is the casino able to process the withdrawal to this payment method without wagering the newly deposited funds?

We accept the AML rules, but it is clear if a new deposit is made just based on the casino's request, we do not talk about money laundering.

Hello,

Previously, the player specified the following:

"By the way, my bank can again accept payments from abroad and I would like to try again the withdrawal to the card with which I made the deposit. "

That is why we kindly requested to make a withdrawal request. Not sure what caused a confusion here.

Re the wagering of minimum deposit - we will void the requirement, as long as the player provides the documents proving, the payment method belongs to him.

Kind regards

Alright, I understand. But, he also mentioned, in the same post, that the casino has removed the ability to withdraw via this card.

Dear Tews96,

Can you please clarify the situation regarding the original payment method used for the deposit? What is the issue? Could you describe the problem in more detail? Did you try to make a withdrawal request to this card?

Of course, I will describe in more detail. I used two cards of the same bank for a deposit and later for a withdrawal. Then, as I warned, the bank temporarily stopped accepting payments from abroad and the payment was returned to the casino account a couple of days after the withdrawal request. The bank recently resumed payments again and I wanted to try using these cards again. But in the casino, after choosing any of my cards, I am immediately redirected to the Bank Transfer, where I need to specify the bank account details for withdrawal, but this method does not have my country as an option. So actually I don't have any available withdrawal methods right now (as I mentioned, crypto wallets and e-wallets are not options)

Did you try to enter a completely new withdrawal request and re-add one of the previously used bank cards?

Yes, nothing has changed

Dear GGBet Casino Team,

Could you please look at the player's issue on your side and allow him to withdraw his funds using one of the previously used cards?

Dear Tews96

Please turn to live support for assistance.

Thank you

Tews96, could you provide us with an update? Have you been in contact with the casino's Customer Service? Is there any news regarding your issue, please?

Unfortunately, online support leaves much to be desired. I didn't get a concrete answer, but according to them, I will most likely have to put in my deposit if I decide to add another card.

There is no clear answer on the issue of withdrawing to the same card with which I made the deposit: template nonsense, about the fact that the available methods change all the time for different countries, etc.

By the way, my winnings have increased a lot and I'm already very worried if I can get it with such an attitude of the casino to the problem.

Dear GGBet Casino,

Who could help us in resolving the player's issue?

If he tries to use a payment method used for deposit, he is redirected to a bank transfer where his country is not listed.

So, again - could you please look at the player's issue on your side and allow him to withdraw his funds using one of the previously used cards? Or, what is your proposal, please? Would be using a new payment method an option? If he makes a deposit with a new card, will he also be automatically redirected to a bank transfer?

As we see, turning to live support is not enough. Contacting the casino's Customer Support via Live Chat obviously does not lead anywhere.

Dear Tews96

Please refer to the alternative withdrawal methods available within the cashier.

If you want to withdraw to a different card - please verify the new card, by making a new deposit (the x2 wager will be forfeited upon request)

Otherwise - please speak to support.

Kind regards

Tews96, what are the available payment methods for withdrawals in your casino account cashier, please?

Can you follow the instructions above and use an alternative payment method?

As I mentioned, there are no other methods available right now. Therefore, I ordered a card from another bank and am now waiting for it to be ready in order to make a deposit and withdraw my winnings to it. It will be ready in about 4-5 days.

Alright, I understand.

I am extending the timer by 7 days and will wait for your update.

Please, let us know about any news.

I made a deposit with a new card and nothing has changed. When ordering a payout, I am redirected to a bank transfer. More of my money is now locked up in the casino. The new bank perfectly accepts payments from abroad. I am more than sure that the casino itself has disabled card withdrawals for my country. I'm tired of enduring it, almost 2 months without result

What’s more, as it turns out, they don’t even have responsible gambling. When asked to set a limit, they said that they did not have such functions. Therefore, I would like them to close my account and send the winnings manually if they do not allow the money to be withdrawn to the card.

Dear GGBet Casino Team,

I asked you about this situation above.

Why did you recommend the player request a withdrawal with a different card? Did you know it will be not possible to make a withdrawal with it?

Can you please explain why the player is still not able to withdraw his funds? Will the withdrawal be manually made if the player has already asked to close his account?

Dear Branislav,

Why did you recommend the player request a withdrawal with a different card?

-- the reason for that is because the player claimed that the card no longer supports the withdrawal.

Did you know it will be not possible to make a withdrawal with it?

-- if we'd known, why would we recommend it?

Most likely all these "issues" are caused by the aggression from Belarus towards Ukraine, some banks get sanctioned, etc.

The PSP has just confirmed, that the following withdrawal options are available for Belarus:

bitcoin, muchbetter, neteller, piastrix, skrill. Please kindly use one of those. No deposit is required.

Will the withdrawal be manually made if the player has already asked to close his account?

---there is no technical option for that, sorry.

Kind regards

First, how many times do I have to repeat that Skrill, Neteller, etc. inaccessible to my country, because it is impossible to withdraw money from there, and it has never been possible to pay for something? You are not the first casino with which I have such a problem and these methods have already been tested with a sad result. This option is convenient only for you, so that I withdraw money from you and suffer with it already.

Secondly, cryptocurrencies have never been in the withdrawal methods.

Thirdly, I have already tried out my new card in another foreign casino and the money came through perfectly. This bank was chosen as it has no problems with swift.

If the problem is that you THINK that the money will not go through for technical reasons (as they answered me in the mail), then turn on card transfers or bank transfers back to me and I will prove you wrong.

Hello Tews96

Just checked the stats, as per today, there are 115 successful withdrawals to Skrill (for players from Belarus)

around 31 withdrawals to Neteller, and appr. 70 via Piastrix.

A gambling limit was imposed. The player will not be able to lose any amount.

Looking forward to a successful player's withdrawal.

Kind regards

I repeat, with Skrill and Neteller there is no way to withdraw anywhere, because there you can’t even select my country, therefore it’s impossible to verify. Am I writing in an incomprehensible language or what? Just because you cheated your players by offering to trade one shit for another doesn't mean you can fool everyone. And how interesting that you suddenly have limits.

Branislav, I will ask you to help with the translation of the complaint about the license, because the conversation is getting nowhere. Only attempts to deceive me

Dear Tews96

Please explain, " offering to change one shit for another"!

Again, we have provided you with the possible withdrawal options, we are more than interested in withdrawing your winnings. Open a Piastrix account, what's the problem?

By the way, here is a list of countries that are not supported by Skrill: https://www.skrill.com/en/footer/terms-conditions/non-serviced-countries/

Once again, your countrymen calmly withdraw via Skrill/Neteller.

Where is the deception?

Well, if you don't have 5 minutes to try to create accounts in these wallets and check, then I'll sign for you.

At the moment, Skrill and Neteller have removed the Russian Federation and Belarus from the available countries and cannot be selected during registration. Creating an account under another country leads to instant blocking. I have no idea how other players get there if you're not lying. The only thought is that they already had accounts before the country restrictions

In the Piastrix wallet, only crypto wallets are available for withdrawal, which means that my winnings will also not be available to me there, just like now on the casino balance. By the way, it is impossible to legally cash out the balance of a crypto wallet in our country. That's why I wrote "one shit on another"

Dear Tews96

We do our best to withdraw your winnings as quickly as possible.

I repeat, the money is completely safe on your game balance.

We are ready to compensate for the percentage difference when converting to cryptocurrency.

Sincerely

GG.bet

I managed to transfer money to a crypto wallet through piastrix, but due to the conversion, only 81 dollars remain from 100 dollars, this is too high a percentage of the amount that I withdraw

I see that the problem is that the casino sent me money in Russian rubles at the selling rate. And due to the fact that the rate of sale and purchase is very different, almost 20% is lost during the conversion. I made deposits in pure dollars. What is another attempt at deception?

Dear Tews96

Can you please confirm the money was received.

Can you specify (and provide the screenshot) of how much exactly you have received onto your Piastrix account?

Thank you in advance!

First transfer 100 USD, received 5674 RUB. Second transfer 50 USD, received 2812 RUB

Greetings all,

Tews96, the casino wrote that they "are ready to compensate for the percentage difference when converting to cryptocurrency", and they are willing to pay you your funds. Why are you still talking about deception?

Dear GGBet Casino,

How do you please imagine the player's next payment(s)?

I'm not sure what they meant by compensation when converting dollars into rubles. It was written about cryptocurrency, where the conversion price is 3%. Otherwise, they would have to compensate for about 23% of my balance if they decide to continue to give away the winnings in rubles.

Dear Tews96

Please kindly clarify the currency of piastrix wallet.

Finally we've found a way to deliver the winnings to a player, and we are indeed looking forward to delivering all the amount.

Thanks.

As I see it, I can't choose the main currency. Several currencies are active in the wallet, including usd. According to piastrix support, when transferring by account number, the sender chooses the currency, and the recipient cannot influence in any way

Hello

We will check with the payment provider.

Regards

Hello,

According to the payment provider, the processing currency for Piastrix is rub.

I am afraid there is nothing we can do about it. We are looking forward to a swift withdrawal.

Kind regards

In this case, I will not use piastrix for output. Or are you suggesting that I lose 20% of my winnings? Look for other options.

Sorry, we cannot influence the exchange rates.

Thank you for understanding.

Kind regards

Hello,

I am sorry for my delayed reply. Thank you both for the updates.

Dear GGBet Casino Team,

Is Piastrix the only available alternative payment method for the player except for a credit card that did not work for him?

Hello Branislav,

Things do change quite rapidly. Many game providers even close their content for Belarus.

So, as per the moment being - yes, Piastrix is the only option atm.

Kind regards

Thank you for your confirmation.

Dear Tews96,

Your account was successfully verified and the casino found a way how to pay you your remaining balance. Also, as was already said above, the casino is ready to compensate for the percentage difference caused by converting to cryptocurrency. I guess that's why the casino needed the screenshots with the received amounts.

So, are you please able to request a withdrawal of the remaining funds via Piastrix?

If the casino refunds the 20% that is lost during the conversion, then I will withdraw the winnings through Piastrix.

I am also interested in hearing comments about the fact that the casino refused to set a limit for the game when I contacted support, saying that there was no such possibility, but when I lost part of the winnings and wrote about it here, the limits miraculously appeared.

Dear Player,

Support staff were not aware of the option and do not have an access to it.

Secondly, if you decide to buy e.g. bitcoin/shares/etc should the casino cover your extra expenses?

We strongly suggest using the available withdrawal methods and proceed with the withdrawal.

Can you also share the screenshot of the cashier, please. We'd like to see what withdrawal methods are currently available to you.

Thank you in advance!

Kind regards