The player's verification is stuck as the casino is rejecting her documents. We contacted the casino and it confirmed that the account was finally verified, but the player lost the whole balance while waiting for the procedure to be completed so we rejected the complaint.
GGBet Casino - The player's verification is stuck.
Amount: €13,000
GGBet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I have a problem regarding verification.
All data that I have uploaded so far will not be recognized.
It's about proof of assets.
At all other casinos I played at, a current BWA was sufficient. This is not recognized here. I'm self-employed with renting and leasing but I can't prove what the casino demands here in any other way. Can you please help me here.
1
proof of assets
Please upload proof of assets. Ensure that your first and last name, source of wealth, organization name and a stamp and signature of an employee of said organization are visible
Automatic translation:
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1 year ago
Hello Dshinimaus03,
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?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
many thanks for your response.
The verification has been running since April 2023, when I uploaded my identity card for the first time.
so far this has been approved, the selfie and my proof of location here I had to submit a new proof again because the old one was said to be too old. The only thing they just won't allow me is proof of the origin of the funds.
I sent my last current BWA, which was not recognized, but was already recognized by all other casinos.
Then I sent a bank statement from which I made my transfers, which was also rejected and finally I submitted an evaluation of the sales tax from my tax office, but they didn't want that either and now I don't really know what else I can submit .
The last time I was in contact with an employee was yesterday, but no one could help me that directly. They said I should send proof, then I'll see if you accept it or not. I really do not know anymore...
Can you help me???
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1 year ago
Thank you Dshinimaus03 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hi Dshinimaus03,
I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear GGBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please explain why you have been rejecting the document from the player?
In case you have any relevant evidence on the matter, please feel free to attach it here or send it to my email at natalia.b@casino.guru.
I'm looking forward to hearing from you.
Kind regards,
Natalia
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1 year ago
Hello all,
Dear Dshinimaus03, I'm sorry to hear that you experienced problems with verification. After rechecking the documents provided, the account was verified.
Thank you
Kind Regards
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1 year ago
Dear GGBet casino, thank you for sharing this good news. We really appreciate your cooperation!
Dear Dshinimaus03, could you please confirm that your account is now verified?
Regards,
Natalia
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1 year ago
Dear Dshinimaus03,
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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1 year ago
Translation
Hello dear Casino Guru team.
Yes, my account is now certified, but unfortunately it took so long that I lost everything again. I also noticed that since my account was certified, I haven't had any major gains. Maybe that's exactly what you want.
I'm very depressed, maybe other players have had similar experiences.
I am very very grateful for your help.
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1 year ago
Dear Dshinimaus03,
Thank you for the reply. I'm sorry that you already lost your balance while waiting for the verification to be completed. Unfortunately, we'll be forced to reject your complaint since it was your own decision to play with your balance. I understand it was frustrating for you but we always advise players to wait, there're some cases when players wait even more for 3 months until their verification is done.
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Regards,
Natalia
