GGpoker Casino - Player’s winnings haven’t been received yet.

On December 24, 2022, he registered and passed verification on the website ua.GGpoker.com, under the nickname kickass177 (registered at the email address K***12@gmail.com) made the first deposit of 15 dollars, for verification, everything worked, after which several more made a deposit for a total of $935! Periodically playing slots on the GGpoker application, he was able to win $1,400, after which on December 28, 2022, at 2:01:23 p.m., he bet $1,400, and on December 31, 2022, the money was returned to the balance without explanation! After that, on 12/31/2022 at 5:20:36 a.m., I again bet $2,079 for withdrawal, periodic calls to the support service did not yield any results, the money is not withdrawn, relying on some problems that are being worked on, they ask to wait without giving any dates or guarantees! Although before that I contacted the support service with the question of how long it takes to withdraw funds, to which I was told that all requests take up to 3 days, or up to 6 days for large amounts! 9 days have passed since December 28 (I am writing this on January 6, 2023)

Fraudsters, I did not expect such from an international site, the leader of online poker, which is advertised by world poker stars!

I am attaching all screenshots of correspondence and requests for output

Dear Vadgars777,

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

The rules of the site state that the withdrawal takes a maximum of 6 days, more time has already passed since the first withdrawal, so I ask you to get involved in this matter, since in addition to this payment, I still have $4,000 on my balance, which I also want to withdraw.

Dear Vadgars777,

Have you received your withdrawal from the casino yet?

Good day, it's been 14 days, can we expect your help in solving this problem with the withdrawal of funds?

I did not receive any withdrawal, the money has not yet been withdrawn by the company!

I have been waiting for the withdrawal of funds for more than 18 days!

Thank you very much for your reply, Vadgars777. Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good evening, I have accumulated winnings without an active bonus. I sent the screenshots to the email you specified.

Good day, it's been almost a month, no one has withdrawn my funds, please tell me if I can count on your help?

Thank you very much, Vadgars777, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Vadgars777,

I've just reviewed your case and am sorry to hear about your struggles with withdrawing your winnings. I will try to help you by contacting the casino. We'll see what can be done if they reply.

Dear GGpoker Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you provide any specific reason why the player has been experiencing problems with the withdrawal of his funds?

I'm looking forward to hearing from you.

Kind regards,

Natalia

I want to note that I have already lost the additional $4,000 that was on the balance, the company is specially delaying the withdrawal so that the player cannot withdraw anything! I am asking the company to immediately withdraw $2,079, which has been pending for almost a month!!!

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Vadgars777,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Isle of Man Gambling Supervision Commission (gaming@gov.im) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia