GGBet Casino UA - Player’s winnings have been delayed.

About a month ago, I registered on GG Bet. I placed a few bets on Euro 2024 and played some slots. Everything was great while I was losing money and withdrawing small amounts. Then, my lucky day came. I went back to play slots and won 200,000. And that's when the trouble started. Let me start by saying that I only play from one device and fully verified my identity through Diya. I'm 29 years old and have not violated any of the site's rules regarding deposits or using other cards. Everything is registered in my name, and the cards are also in my name, and I have provided all the necessary statements and sent them in for verification. I am not subject to any sanctions or anything that contradicts the site's rules. However, my document review has been dragging on for a very long time, and I keep getting told that my documents are under review by the security department. They are stalling because, as I mentioned before, I have not violated any rules. When I ask when my review will be completed, I get no clear answer. We all want to trust our betting companies, but it's disappointing that this is happening because I've been in the gaming industry for a long time and have never encountered such slow and reluctant processing.

Dear huraaleksadr,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Dear huraaleksadr,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.