GG.BET Casino - A retirada do jogador está severamente atrasada.

Since October 14, 2023, I've been trying to withdraw my money and I haven't been paid. I made a complaint on an internet site and GGbet very kindly responded, offering a thousand apologies and nullifying my previous request, asking me to make a new one, and that I would be paid shortly. Well, I did just that two months ago and I still have not received my money. I find it disrespectful and a mockery of the seriousness with which the casino disregards its responsibility to its customers. I am hoping that someone will be able to help me collect my money, thank you in advance.

Desde el 14 de Octubre de 2023 estoy tratando de hacer un retiro de mi dinero y no me han pagado, realicé una queja en un sitio de Internet y me respondieron de GGbet muy amablemente pidiendo mil disculpas y dejando nula mi solicitud anterior que realizara una nueva y que le pagarian en breve plazo, bueno, lo hice así hace ya 2 meses y aún no recibo mi dinero, me parece una burla y una falta de respeto la poca seriedad con la que el casino de desentiende de su responsabilidad de cumplir con sus clientes. Bueno espero alguien le pueda ayudar para poder cobrar mi dinero de antemano gracias

Dear mmzelada61, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello, yes I have indeed made a successful withdrawal, my account is verified and what I have won has not been with bonus money

Hola, si efectivamente he realizado un retiro exitoso, mi cuenta se encuentra verificada y lo que he ganado no ha sido con dinero de bonos

Thank you for your reply. Could you please specify what games you played? Were it slots, live casino games, or did you participate only in sports betting?

Hello, good afternoon, I only played slot machines.

Hola buenas tardes, jugué solamente en tragamonedas

Thank you very much, mmzelada61, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 in the near future.

Dear mmzelada61, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite GGBet Casino representative to join this conversation. 

Dear GGBet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Manuel,

We apologize for any inconvenience you may have experienced regarding your withdrawal request. After reviewing your account history, it appears that previous withdrawal attempts using the bank_cards_visa or bank_transfers_chile payment methods were unsuccessful. Therefore, we kindly ask you to consider using an alternative payment method for your withdrawal request.

Good afternoon, these are the only means I have and I have never had problems with them. Can you please enlighten me with what other means I could try?

Buenas tardes, es que son los únicos medios que cuento y nunca he tenido problemas con ellos. Me pueden ilustrar con que otro medio podría intantarlo por favor

Dear GGBet Casino,

thank you for your answer.

Could you please advise what payment method would be appropriate to use?

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.

Hello.

Unfortunately, I do not have access to users account cashier, so I cannot see which payment methods are available for him specifically. However, in general, we offer a variety of payment methods for withdrawals.

He can explore the available payment options by visiting the cashier section of his account.

He can try any payment method except bank_cards_visa or bank_transfers_chile, as these options may not be suitable for his current situation.

The withdrawal options I used are the ones offered by the casino and are the ones I have with my cards. If I can't use those, I don't know how to do it since I don't have any others.

Las opciones de retiro que utilicé son las que ofrece el casino y son las que tengo con mis tarjetas. Si no puedo utilizar esas no se como hacerlo ya que no tengo otras

And it took them 6 months to tell me that.

Y se han demorado 6 meses para decirme eso

Dear mmzelada61, 

please explore the options available to you via your account and pick the solution that best fits your needs and apply for a new withdrawal. In case anything goes wrong, do not hesitate to contact me.

Hello Katarina, good afternoon, there are several payment options, I used the ones I have and they don't work for me, I'll see what I can do. I'll let you know what I do, to keep you informed.

Hola Katarina buenas tardes, hay varias opciones de pago, yo utilicé las que tengo yo y no me sirven, veré que puedo hacer. Te aviso lo que haga, para tenerte informada

Dear mmzelada61, 

have you tried to withdraw via digital wallets? For example AstroPay, payz or maybe MuchBetter?

Dear mmzelada61,

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.

Hello, sorry for not answering sooner, but I must tell you that I tried a digital wallet and ggbet transferred the funds to me immediately. I thank you especially for Katarina's help and I express my gratitude for achieving something that I already saw lost. A hug

Hola, disculpen por no contestar antes, pero debo decirles que probé con una billetera digital y ggbet me traspaso los fondos inmediatamente. Les agradezco la ayuda sobretodo a Katarina y les manifiesto mi gratitud por conseguir algo que ya veía perdido. Un abrazo

Dear mmzelada61,

I am very glad you received your funds! After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, mmzelada61, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina