The player from Thuringia has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked the complaint as resolved.
GGBet Casino - Withdrawal of player's winnings has been delayed.
Amount: €100
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
After my winnings were reduced, I wanted to withdraw 100 euros from my remaining winnings. So far it hasn't been paid out yet. When I asked support, they said I had to verify myself. I have been for a long time and have already made several withdrawals. The last payment was in January 2023. Nevertheless, as requested, I uploaded a document showing my address. I haven't received an infomail that my verification is being checked or if there is a problem with the document. Also the 50 free spins I received for the system error (Multi Joker) are not available. And a credit of 50 euros on 01/19/2023 are not available and can not be called up anywhere.
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1 year ago
Dear unschubladisierbar,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Dear unschubladisierbar,
Have you received your withdrawal from the casino yet?
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1 year ago
Translation
No, I haven't received the payout yet.
As requested, I have already uploaded a document (health insurance company, bank statement) on which my address is visible several times in order to verify myself again. They claim that my documents are older than 30 days. That's not true. In addition, it is required that the purpose of payment should be visible on the document. It's none of the casino's business. Reason: data protection.
I am not willing to disclose personal transactions that have nothing to do with the payout or the casino to the casino.
The saved chat histories of gg.bet are also processed retrospectively. In the following chat they wrote me something about a fine. This statement was subsequently deleted from the history.
Chat from 02/11/2023
Chat from 02/15/2023
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1 year ago
Hello unschubladisierbar
According to our records, all the withdrawal requests have been paid out. There are no active/pending withdrawal requests.
If the issue is still actual, please specify the disputed transaction IDs.
Thank you in advance!
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1 year ago
Hello everyone,
Thank you both for your replies.
unschubladisierbar, could you please confirm that you have received your winnings?
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1 year ago
Translation
Yes, after 14 days of delay and unnecessary verification processes, the payment has finally taken place.
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1 year ago
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Now, as mentioned at the beginning, I only need the credits or the free spins.
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1 year ago
I am happy to hear that the withdrawal has been processed successfully.
Could you please provide more information regarding the other issue mentioned in your last message? Were you supposed to receive a bonus?
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1 year ago
Dear unschubladisierbar,
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
Dear unschubladisierbar,
Although we would usually mark this complaint as 'player stopped responding' at this point, you confirmed in one of your last messages that the main issue - delayed payment, was resolved, therefore 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,
Kristina
Casino.Guru
