The male player's verification had been delayed for over a month after he had won over $2,000 at GGBet Casino. The player had claimed all documents were verified and he had been expecting approval of his winnings within 14 days as per the casino's policy. However, the casino had informed him that his account was undergoing additional verification. The player had then deposited a small amount and won $1,000 but faced a similar issue with withdrawal approval. We had invited a GGBet Casino representative to join the conversation, who clarified that the delay was due to a routine check on the player's recent game rounds. The casino had confirmed the successful completion of the verification and the player was able to access his winnings. The player had confirmed receipt of his winnings and thanked us for the assistance.
GGBet Casino - The player's verification is delayed.
Amount: $1,000
GGBet Casino
Safety Index:LowCase closed
RESOLVED
Case summary
the casino blocks withdrawals under the pretext of additional verification - which takes over a month!!!
They have been checking since September 28 and do not provide any specific answers
Hello ciawaros33,
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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
So far, I have had no problems with payments, all documents have been verified
in September, there was a bigger win over $2,000, so it's time for approval in accordance with point
"8.17. The withdrawal amount of USD 2,000 to USD 20,000 will be approved within 14 days from the date of request, except for weekends and holidays.
On the 14th business day, I asked if my withdrawals would be approved today - I received information that my account is undergoing additional verification - which is not known how long it will take.
it was September 28
I have not received any information so far - I withdrew my payment and lost it
A few days ago I made a small deposit to check what happened to my account and I won $1,000. After three days without approval (mifinity withdrawals up to $300 - I submitted one application - they were always received in a few minutes)
after contacting support, I receive a reply that the account is being further verified by another department
the support department will not provide details
the same pattern of withdrawing the payment - he withdrew his winnings once and lost, he will do it again
Maybe the casino representative will explain what verification is and that it takes over a month
Hello ciawaros33 and thank you for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru| who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear ciawaros33,
I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a GGBet Casino representative to join this conversation and participate in resolving this complaint.
Dear GGBet Casino,
Could you please state why the player's account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
Dear Lukasz,
Thank you for reaching out, and we understand your concerns regarding the withdrawal process.
I'd like to clarify that the initial verification was successfully completed on 06.01.2023. However, our security team is currently conducting a routine check on your recent game rounds. This is not an additional verification, but rather a standard procedure to ensure the legitimacy of the winnings.
Once this check is successfully completed, and your winnings are confirmed as legitimate, you will be able to proceed with your withdrawal. We appreciate your understanding in this matter and assure you that we are working diligently to expedite the process.
If you have any further questions or need additional assistance, please don't hesitate to contact our support team.
The verification of game rounds has been successfully completed. You now have full access to the site's functionality, including withdrawals.
Dear GGBet Casino,
Thank you for your response and the information provided.
Dear ciawaros33,
Could you request a withdrawal and let me know once you do that?
I am looking forward to your response.
Kind regards,
Stefan
Dear ciawaros33,
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,
Stefan
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