GGBet Casino - O levantamento dos prémios dos jogadores está atrasado.

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.

Nachdem mir mein Gewinn gekürzt wurde, wollte ich mir von meinen verbleibenden Gewinn 100 Euro auszahlen lassen. Bis jetzt wurde immer noch nicht ausgezahlt. Auf nachfragen beim Support hieß es, ich müsste mich verifizieren. Das bin ich schon lange und habe bereits mehrere Auszahlungen getätigt. Die letzte Auszahlung war im Januar 2023. Trotzdem habe ich wie gefordert, ein Dokument hochgeladen auf dem meine Adresse ersichtlich ist. Ich habe weder eine Infomail bekommen, das meine Verifizierung geprüft wird, oder ob es ein Problem mit dem Dokument gibt. Auch die 50 Freispiele, die ich für den Systemfehler (Multi Joker) erhalten habe, sind nicht verfügbar. Und eine Gutschrift in Höhe 50 Euro am 19.01.2023 stehen nicht zur Verfügung und sind nirgends abrufbar.

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

Dear unschubladisierbar,

Have you received your withdrawal from the casino yet?

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

Nein, ich habe die Auszahlung noch nicht erhalten.

Ich habe bereits mehrmals, wie gefordert, ein Dokument (Krankenkasse, Kontoauszug) auf dem meine Adresse sichtbar ist, hochgeladen um mich erneut zu verifizieren. Man behauptet das meine Dokument älter als 30 Tage sind. Das stimmt nicht. Zudem fordert man das auf dem Dokument der Zahlungszwecks ersichtlich sein soll. Das geht dem Casino nichts an. Begründung: Datenschutz.

Ich bin nicht gewillt dem Casino persönliche Transaktionen, die nichts mit der Auszahlung bzw. dem Casino zu tun haben, offenzulegen.

Es werden auch die gespeicherten Chatverläufe von gg.bet rückwirkend bearbeitet. Im folgenden Chat schrieb man mir etwas über ein Bußgeld. Diese Aussage wurde nachträglich aus dem Verlauf gelöscht.

Chat vom 11.02.2023

Chat vom 15.02.2023

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!

Hello everyone,

Thank you both for your replies.

unschubladisierbar, could you please confirm that you have received your winnings?

Yes, after 14 days of delay and unnecessary verification processes, the payment has finally taken place.

Ja, die Auszahlung ist nach 14 Tagen Verspätung und unnötigen Verifizierungsprozessen, nun endlich erfolgt.

Now, as mentioned at the beginning, I only need the credits or the free spins.

Nun fehlen mir nur noch, wie anfangs erwähnt, die Gutschriften bzw. die Freispiele.

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?

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.

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