GGBet Casino - Играчът твърди, че плащането към него е забавено.

Dear Cashwig,

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

Still no receipt. I was told to call on Saturday and a case would be opened with the finance department. I did that, but today I was told it had been rejected because the deadline had apparently not passed.

still no money received.

Weiterhin kein Eingang. Man sagte ich solle mich Samstag melden, dann wird ein Fall bei der Finanzabteilung öffnen. Hat man dann getan, heute sagte man mir der wurde abgelehnt, weil angeblich die Frist nicht abgelaufen war.

weiterhin kein Geldeingang.

Still no receipt. The finance department is apparently looking into it.

Weiterhin kein Eingang. Die finanzabteilung prüft es angeblich.

By the way, I am fully verified and had withdrawals in January/February, which actually went through without any problems.

Now it is day 12 and NOTHING has happened.

Ich bin übrigens vollständig verifiziert und hatte im Januar/Februar noch Auszahlungen, welche eigentlich ohne Probleme abliefen.

Nun ist Tag 12 und es ist NICHTS passiert.

Still no money received.

Immer noch kein Geldeingang.

Thank you for your reply, Cashwig. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise us on which payment method you opted for? Was it the same one you used in the past?
• What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

Hello, attaching screenshots is somehow not possible, it always says: Send reply.

the payment status is in processing.

I have already paid out hundreds of times via bank transfer.

I didn't play with a bonus either. I even had another €500 payout, but I lost it because it took so long.

hallo Screenshots anhängen ist irgendwie nicht möglich, es steht dauerthaft: Antwort senden.

die Zahlung ist Status in Bearbeitung.

ich habe schon 100erte Male über banktransfer ausgezahlt.

ich habe auch mit keinem Bonus gespielt. Ich hatte sogar eine weitere 500€ Auszahlung, welche ich aber aufgrund der Dauer verspielt habe.

Could you get a representative from @ggbet?

Könntet ihr einen Vertreter von @ggbet dazuholen?

Please? 🙂

Bitte? 🙂

@kristina ?

When will I receive a response? 🙂

Wann erhalte ich eine Rückmeldung? 🙂

Thank you very much, Cashwig, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Thanks!

Danke!

Thank you for waiting! Although processing should take up to 5 business days, the whole process can be extended. Your request has been forwarded and we have received a response that the payment is being processed by the payment service. The withdrawal will definitely be processed, but unfortunately you will have to wait. We apologize that the whole process is taking longer than it should.

Danke, dass Sie gewartet haben! Obwohl die Bearbeitung bis zu 5 Werktagen dauern soll, kann das ganze Verfahren verlängert werden. Ihre Anfrage wurde weitergeleitet und wir haben eine Antwort bekommen, dass die Zahlung bei dem Zahlungsdienst in der Bearbeitung ist. Die Auszahlung wird unbedingt bearbeitet, aber leider müssen Sie noch warten. Wir bitten um Entschuldigung, dass das ganze Verfahren länger dauert, als es sich gehört.

Dear Cashwig,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GGBet Casino representative to join this conversation.

Dear GGBet Casino,

Could you please provide clarification regarding the player's delayed withdrawal?

Thank you in advance,

Mirka

Thank you.

Danke Ihnen.

Only empty promises........

Support:

Yes, the usual time frame is 5 working days. Although the processing should take up to 5 working days, the whole process can be extended. I am very sorry that you have to wait.

Nur leere Versprechen........

Support:

Ja, die gewöhnliche Zeitfristen sind 5 Werktagen. Obwohl die Bearbeitung soll bis zu 5 Werktagen dauern, kann das ganze Verfahren verlängert werden. Es tut mir sehr leid, dass Sie warten müssen.

Hello!

We apologize for any inconvenience caused. At the moment, we can see that your transaction is being processed by a third-party financial service provider. On our part, the payment was processed within the time frame specified by the rules. Unfortunately, we have no influence or access to the system of this third-party service, so we cannot influence the processing time. The finance department is aware of your situation and is actively communicating with them. We have been informed about some technical difficulties that may delay the transaction. We hope your withdrawal will arrive as soon as possible. We look forward to your understanding. Usually, transactions are processed fairly quickly, as your transaction history on our website even shows. We apologize again and ask you to wait a little longer. As soon as we have any news, we will inform you via our communication channels. 

@GGBet this answer is not satisfactory and is the same one I received from support. As of this Friday, I have been waiting exactly 3! weeks for the payout.

I am a big league player, if it continues to take this long I will be forced to close the account.

@GGBet diese Antwort ist doch nicht zufriedenstellend und die selbe die ich vom Support erhalte. Am jetzigen Freitag warte ich genau 3! Wochen auf die Auszahlung.

Ich bin Groß Liga Spieler, wenn es weiterhin so lange dauert sehe ich mich gezwungen das Konto schließen zu lassen.

I actually expect that players like me will be given special care.

Ich habe eigentlich die Erwartung, dass sich um so Spieler wie mich auch besonders gekümmert wird.

Day 21 and still no money received.

Tag 21 und immer noch kein geldeingang.

I feel like I'm communicating with a robot..........

Ich komm mir vor, als würde ich mit einem Roboter kommunizieren..........

Dear GGbet Casino,

Would you be able to provide a specific timeframe, in which the player can expect to receive his withdrawal?

Thank you.

Hello! 

There was a problem processing a previous transaction and we are currently trying to resolve it with our payment provider. We decided to treat you with understanding and loyalty. Therefore, we have credited an additional 501 EUR to your game balance so that you can withdraw this amount using an alternative method, and we would write off the money from the transaction that has problems.

At the same time, we sent you a warning that we were charging this amount and insisted that you create a withdrawal of these funds, indicating that they were charged for withdrawal. 

You, in turn, used this money to place bets on several matches and lost them. We would like to emphasise once again that this amount was credited so that you could request a new withdrawal.

Nevertheless, we will not write off the withdrawal amount, and when the problematic withdrawal returns to your game balance, we will allow you to create a new withdrawal request. 

I don't understand what you mean exactly.

I couldn't withdraw anything! I should have wagered money first, but that wasn't the case before, because my withdrawal had already been sent out!

Ich verstehe nicht, was Sie genau meinen.

Ich konnte nichts abheben! Ich hätte erst Geld umsetzen sollen, dies war vorher nicht der Fall, weil meine Auszahlung ja rausging!

I HAD to bet with it because I was asked to win X amount so that I would NOT have to pay a fee.

Of course I lost the money, but if we are honest it should have been in my account long ago.....!

Ich MUSSTE! Damit wetten, da ich aufgefordert wurde Summe X zu erspielen, damit ich KEINE! Gebühr zu zahlen habe.

Natürlich hab ich das Geld verspielt, aber wenn wir ehrlich sind hätte es längst auf meinem Konto sein sollen.....!

@ggbet

That's very nice! But it's not entirely true. I couldn't withdraw my balance because I had deposited money in the meantime and would have had to either play before withdrawing or pay a 20% fee for the withdrawal.

At €501, 20% would have been €100.20. My payout would therefore have been only €400.80, which is why I played and lost the money.

When can I expect to receive the €501 on the transaction?

@ggbet

Das ist sehr nett! Stimmt aber nicht so ganz. Ich konnte mein Guthaben nicht abheben, da ich zwischenzeitlich Gelder eingezahlt hatte und hätte vor der Auszahlung entweder spielen müssen, oder 20% an Gebühr für das abheben bezahlen müssen.

Bei 501€ wären 20% 100,20€ gewesen. Demnach wäre meine Auszahlung nur bei 400,80€ gewesen, aus diesem Grund habe ich gespielt und das Geld verloren.

Wann kann ich denn mit den 501€ auf der Transaktion in etwa rechnen?

Thank you for understanding my situation. However, it was presented to me in such a way that I have to implement it.

Do you know why the transaction is taking so long? It's been more than 30 days. Otherwise, couldn't you transfer the money back to the account so that I can withdraw it?

Thanks.

Danke, dass Sie meine Situation verstehen. Es wurde mir aber so dargestellt, dass ich diese umzusetzen habe.

Wissen Sie warum die Transaktion so lange dauert? Es sind ja inzwischen mehr als 30 Tage. Könnten Sie sonst nicht das Geld noch einmal auf das Konto buchen so dass ich dies auszahlen kann?

Danke.

Thank you for your reply, GGBet Casino.

Dear Cashwig,

Please notify me, when you receive the withdrawal.

Dear Cashwig,

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.