The player from Germany was experiencing difficulties withdrawing their winnings due to ongoing verification. The casino responded to say that they were still waiting for some documents that had been requested. The player then stated that they had decided to play all of their balance and that there was nothing left to withdraw, so the complaint was rejected.
GGBet Casino - The player was struggling to complete account verification.
Amount: ??
GGBet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, it's about my verification.
I have a payment from 05/06/22 that will not be paid due to the "missing" verification after my electricity bill was rejected because it is older than 30 days.
It is from 03/01/22 and I get the statement once a year, I also informed the live chat.
I then uploaded a bank statement from May 2022 with a full address on May 12, 2022. Nothing has happened so far.
I get no response to emails to support.
Automatic translation:
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2 years ago
Dear Uwe,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello,
yes, only proof of address is missing.
I have uploaded a current bank statement with my full address from my bank.
This was always accepted at every other casino I had to verify myself at.
And that my electricity bill is now a few days longer than the required 30 days is just bad luck.
Usually the casinos ask for documents that are not older than 3 months.
Kind regards
Uwe D***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Thank you very much for your reply, Uwe. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Thank you very much Uwe for your reply. 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 soon.
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2 years ago
Hello Uwe,
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 provide an update on the status of the player's verification?
Kind regards,
Adam
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2 years ago
Translation
Hello, I just want to complete the verification. Due to the weeks delay, got
I decided to gamble my unpaid money before depositing good money at another casino.
So there is nothing left to cash out.
But I'm still not verified!
As a result, I will probably not deposit anything again in such a casino.
Automatic translation:
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2 years ago
Dear Uwe
The reason you are not yet verified is that you have not provided the requested within the e-mail documents.
Sorry, we will miss you 🙁
Kind regards
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2 years ago
Translation
Excellent! After all, there is such a thing as communication!
All requested information is very well in my documents!
But forget it, I won't miss you 😁
Automatic translation:
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2 years ago
Dear Uwe,
As you have stated that there is no longer anything to cash out and that you will not be making further deposits, there is no issue left for us to investigate and this complaint will now be rejected. It can be reopened at any time.
Please do not hesitate to contact us should experience any further issues.
Kind regards,
Adam
