GGBet Casino - Player struggles to place a withdrawal request.

Hello,

I've tried to made a withdrawal on gg.bet on December 6th 2022, I can't even open the cashbox to place a deposit or a withdrawal.

I keep getting the same error that I've attached in the screenshots, I spoke to support for multiple occasions but they keep saying its a technical issue that should be resolved soon, and that we haven't forgotten about you. They also mentioned that this is a "global" problem affecting all users.

I find it quite odd that the site hasn't made any announcements on twitter or anywhere for the matter about such a ground breaking problem they're experiencing.

I've been quite patient with gg.bet but the issue isn't being resolved at all, and I'm not given any explanation or reason as to why its happening. I've been very patient for 3 days ever since first contact occurred with them.

Can someone from Casino guru please contact them and find out what's going on?

I really like this site for all odds they provide, but if I can't deposit or withdraw anything for no apparent reason or explanation. Then something is just not right.

Thanks and awaiting your response.

Dear Esco,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello,

There has been a misunderstanding, I didn't place a withdrawal yet.

There is something blocking me from placing a withdrawal, when I click on withdraw no payment option are available at all, I can't choose anything. Please check the screenshots I provided for reference , the error message appears which prevents me from entering any amount or placing any deposits or withdrawals.

I've spoken to customer support multiple times, they confirmed my account is fully verified as I've been a loyal customer for over 3 years, and there are no restrictions on my account.

Thanks

Hello,

Ggbet cashbox system is preventing me from placing a withdrawal, the option to place withdrawals is blocked for my account. I wanted to clarify, I haven't placed a withdrawal yet as ggbet system is not allowing me to withdraw or deposit on the site at all.

I've spoken to gg.bet customer support again today, I still cant deposit or withdraw at all, their cashbox system is not allowing me to pick any payment methods for anything. Its as if my account is frozen with funds in it since I cant do anything at all.

They told me the same generic response that you will get notified but its been almost 5 days now since the occurrence happened. I dont find it normal at all that such a ground breaking bug to occur a day after i deposit on the 4th of december, it just makes no sense.

They confirmed again that there are no restrictions on my account and that its fully verified but it feels like my account is completely blocked from doing any payments , I cant place any requests for anything.

So my request is the following, how can I place a withdrawal if ggbet system is not allowing me to choose a payment method.

Ive sent screenshots showing the error preventing me from placing a withdrawal in the first place.

Thanks

Thank you very much, Esco, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Esco

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite GGBet Casino to join the conversation.

Dear GGBet Casino

Can you please provide some information on why there is no payment option for the player to submit a withdrawal in their casino account? Is there any other option for how the player can request a withdrawal?

Hello all,

First of all it's worth mentioning the player is solely a sportsbook/esports player.

Secondly, dear Esco, can you please provide a screen of the error you are getting into here?

Thank you in advance!

Kind regards

Hello,

Thanks for your response gg.bet, may I ask what difference does it make if I'm an esports/sporksbook player or casino or both? I'm still a customer at your website for a long period of time, and this is an issue that can affect any user using your website so that's why I thought I should bring it up here. It's a payment processing issue , not a game related issue or something.

The error that keeps happening is when I press on the cashbox, there are no payment options available and it just says Payment Process Status! and nothing happens, I can't enter an amount or anything at all.

This deposit/withdraw issue has been on going for seven days now, and I honestly would hope this issue to get resolved soon.

I tried playing casino on your site sometimes but it always said maintenance check again later so I never really bothered.

Thanks

Dear Esco

Please report this to the live support, including the screenshots.

We would also like to confirm, that there were no limits applied whatsoever onto your account.

Kind regards

Hello ggbet,

I have reported this issue for the past seven days to live support and opened multiple requests with no avail.

I posted here due to the fact that I got no updates from live support nor by email for the past 7 days.

I have provided ggbet email support and live chat with all the screenshots requested, and have gotten no response for the past 7 days other than please wait we are fixing this.

The only reason I created a complaint with casino guru, is after waiting 7 days and speaking to live chat on a daily basis without getting any fix or updates on my issue.

Out of curiosity why am I being asked to contact them again if I already have done so? As you can see in an email I sent two days ago as well.

It's starting to feel like I will never be able to deposit or withdraw again here since nothing is really fixed yet , and I'm just being told to wait, but I think I've been patient since I've been waiting 7 days for this issue to resolve.

Thanks

Dear All

As GGBet Casino rightfully pointed out, if your complaint was sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons. 

However, in your case, it doesn't really matter if you bet on sports or casinos as there is an issue with the payment options, so I would like to see this sorted.

Just so you know, Esco, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Despite that, the casino should be able to offer at least some withdrawal options. At the moment, based on the screenshots the player has provided, it looks like a software issue that needs to be sorted by the casino.

Dear GGBet Casino

I can understand that no system is perfect and sometimes errors happen, can you please let us know where the issue with the payment option was and when it will be sorted?

Alternatively, can you offer any payment option for a withdrawal directly to the player?

Hey Michal,

Yes I agree with what you said that casinos don't manage payment methods etc. However I would like to point out, that a day prior to this incident I could deposit with a variety of different payment methods that don't require any banks, I could also withdraw with payment methods such as Crypto which don't require any banks as well , but all that was suddenly removed from my account.

I just find it kind of odd that a big company such as ggbet that existed for years and that I've been a customer for about 3 years for the payment methods to suddenly vanish over night a day after I make a deposit and wager on some bets.

I agree that casinos are sometimes "powerless" as you mentioned in offering payment methods, but I already had over 10 different methods to use and a majority were cryptocurrencies as well. So how can a website as massive as gg.bet in the esports scene suddenly have such extreme complications over night? I would find it more reasonable if we we're mentioning a brand new casino site or a company that isn't this immersed in the esports scene.

This happened without any prior notifications from the company, usually from my experience when companies experience such problems like you mentioned, players are given a time frame to withdraw their funds before it happens, but in my experience using other reputable sites this specific scenario that I'm experiencing has never occurred once.

After speaking to a live agent he mentioned the following "Your account is not blocking, looks like it's some technical issues with the payment provider" so indeed the payment provider suddenly decided to block payments for my account without any prior notifications, I shouldn't be held liable for such things. Also, why is this issue only happening to my account? No one else seems to be complaining about this problem on reddit or other forums. Seems like an isolated problem for my account from my perspective.

Thanks for the response though, hopefully they can figure it out

Dear Esco

We believe we have good news for you. The issue should be resolved within 48 hours.

Kind regards and pardon for inconveniences caused.

Hello ggbet

Thanks hopefully it get's resolved I miss playing on your site.

Dear Esco

I understand your concerns, but as mentioned previously, no system is perfect.

As GGBet Casino stated, your account is not blocked, and the payment options issue will be sorted soon.

Let's stay positive, and I'm sure once this is sorted you can enjoy GGBet Casino as before.

Keep me updated, please.

Hello,

I was able to place a withdrawal , once its processed I will write here again for updates.

Thanks

Good news, Esco.

Let me know once you successfully receive your withdrawal, please.

Hello,

I would like to confirm that I successfully received the withdrawal, you can mark this complaint as resolved.

Thanks for the help from Casino Guru team and gg.bet casino reps for quickly helping me resolve this issue.

Great news, Esco. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal