The player from Switzerland faced a prolonged and complicated verification process for a withdrawal of over €800. The casino kept rejecting the player's documents. The issue remained unresolved as the player did not respond to our inquiries, which led to the rejection of the complaint due to lack of information.
GGBet Casino - Player's withdrawal is delayed due to verification issues.
Amount: €825
GGBet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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5 months ago
Translation
The casino is making the withdrawal process for over €800 unnecessarily complicated through an endless verification process.
So far, I've sent 12 high-quality photos with the requested information for verifying my identity:
Selfie with ID and handwritten account number on a piece of paper
Initially, my photos were rejected because the information on the ID was blurry. Then, the photos with my driver's license (larger text) were rejected because it was not an accepted form of ID.
The verification process takes up to 24 hours each time, so I have to wait another day every time I attempt a new submission.
Automatic translation:
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5 months ago
Dear thomasbeschwerde,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Is the verification of your ID the only obstacle in completing the verification process? Were your other documents accepted?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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5 months ago
Dear thomasbeschwerde,
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.
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5 months ago
Translation
Good day,
I had requested withdrawals of over €3,000. However, I had to verify my account first, which took about a week. After that, I could only request partial withdrawals of €200 each, which could take up to two weeks to be paid out.
While I was waiting, I lost the money I had requested for withdrawal. Since the amount of €3000 was not deducted directly from my account, I am requesting a subsequent refund of this sum. I accumulated the amount without the help of a bonus. The account has now been verified.
Best regards
Automatic translation:
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5 months ago
Could you please share screenshots of your withdrawal history and your active balance?
Do I understand correctly the 3000€ weren't played down?
Share screenshots here, or send the information to my email at tomas@casino.guru
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4 months ago
Could you please share your communication with the casino, including your refund request and response from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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4 months ago
Dear thomasbeschwerde,
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.
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4 months ago
Translation
I am still waiting for withdrawal requests from August 13, 2024. They have not even been processed yet. The amounts are still in my account balance.
Automatic translation:
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4 months ago
Could you please indicate what is your current balance in the casino and which withdrawal requests have been processed so far?
Thanks for your response.
