GGBet Casino - Player’s withdrawal review and investigation delay.

hello, I have a question, I am a winner of 5000 euro,they stopped the withdrawal of money and started an account review verification investigation, I submitted all the KYC as they asked. The winning amount was 16.09.2023, the investigation is still ongoing, I wanted to know how long the investigation can last, because i to such a question, they answer that there is no time limit.

Dear TomasK,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise if this was your first attempt to withdraw any winnings from this casino?

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

Hello again. Everything is fine with KYC, I have submitted what they asked for and I received an answer that everything is fine, I can make withdrawals, but now they have started checking my account due to a big win that has been going on for 22 calendar days, I wonder how long the check will take it will take some time, they reply that there is no set time limit for such checks, it is not the first time I make money withdrawals from them. I just wanted to know if there is a time limit for such checks, because a lot of time has already passed and I don't know how long I will have to wait until I can withdraw my winnings.

I see. Thank you for the clarification.

• Could you please advise if your winnings were accumulated with or without an active bonus?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

there were no accumulated bonuses, just money was brought in and played on the gaming machine, there was a win in the amount I named, then I made a withdrawal and they just stopped it and said that an investigation has been started on my account due to a big win, which has lasted for 24 calendar days. ..

Thank you very much, TomasK, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 in the near future.  

HelloTomasK,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite GGBet Casino to join the conversation and participate in the resolution of this complaint.

Dear GGBet Casino,

Can you please clarify the situation regarding the investigation of the player's account?

Kind regards,

Adam

Hello,

I understand your concern regarding the delay in your withdrawal process. I apologize for the inconvenience you're experiencing.

To address this issue, I have already inquired about the details of your account review verification investigation. I will do my best to expedite the process. Please note that, as you've been informed, there isn't a specific time limit for this type of investigation. However, rest assured that I will work to ensure your case is processed as efficiently as possible.

Your patience is greatly appreciated, and we will keep you updated as soon as we have further information or a resolution. If you have any more questions or need assistance with anything else, please feel free to ask.

GGBET, if you do this type of inspection, shouldn't you specify a time for such an inspection? It's been 32 days since you were tested and there is still no result, how much longer do I have to wait? and please tell me what you call such a check? I've been playing with you for a long time, it's not the first time I've made a deposit and it's not the first time I've withdrawn money.

Hello!

I apologize for the delay, and thank you for your patience. The inspection has now been completed, and your account has been successfully verified. Your round is confirmed, and you should receive the results soon. If you have any further questions or concerns, please feel free to reach out. We appreciate your continued support and understanding.

Hello, I see that your check is finished. Although I had to wait a long time, I'm glad that it's over, I'll finally be able to enjoy my winnings. Many thanks to Casino Guru for the help.

Dear TomasK,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, TomasK, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam