GGBet Casino - 選手の退会が遅れました。

On the 15th of september i made a series of withdrawals from gg.bet (10 to be exact and the total is 2425€) the reason for 10 withdrawals instead of 1 is that smaller withdrawals (if i remember correctly under 300euros) are quicker, i've withdrawed like that multiple times before and gotten my funds a lot faster.

The withdrawals were approved by gg.bet within 4 days (the first ones were approved on the same day, last 2 were approved on 19th of september) so it has been 2 weeks now since the first withdrawals were marked as 'success' by gg.bet which according to them means that they're sent to the payment provider.

I have not received a single payment so far and according to them crypto withdraws under 300€ i believe are supposed to only take up to 24 hours, altho later i've found conflicting information about this one as one of the supports said up to 2 days.

I initially wrote to gg.bet about it 3 days after my withdrawal (on the 18th of september) and they told me they created a ticket for it and i'll get a response via email, it has now been 11 days since that and i have not received a single update, i ask them every 2 days on average for an update but that hasn't lead to anywhere (I just get responses saying that i'll need to wait for an email response and that i'll 100% get the funds) i am fairly patient and understand if a withdrawal takes longer than usual but over 7/14 times the normal time is already really frustrating especially with no updates at all.

I have made multiple withdrawals before on gg.bet (the amounts were usually a bit under 1000€, in €250 payments) and I always received them, in most cases it took under 24 hours, in one specific case it took 2.5-3 days)

The one time i got somewhat promising information was last friday or saturday (i forgot when exactly i wrote to support) when i asked if they could at least provide an approximate timeframe for an update and the support said that it was 'likely' that i would get an update within a few business days, since then it has been 4 or 5 business days and i have not received any updates at all.

I am fully verified on gg.bet since August 19.

Dear Risto,

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. Could you please advise when exactly you made your last successful withdrawal? Did you use the same withdrawal method in the past?

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

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello, I have accumulated my winnings without an active bonus (and i have never taken part of any bonuses)

My last successful withdrawal (well 2 of them, both 250 eur ones) were both on 11st of September

Sent all the proof of live chat messages between me and gg.bet to the email you've provided, let me know if anything else is needed.

Edit: forgot to answer to one question: yes i've always used the same withdrawal method (etherum)

I've gotten some more news from gg.bet after chatting with them yesterday, I asked them if they could give me an estimate once again because this has taken so long with 0 updates and the support told me this:

'Hello. Your payout issue is under review. We have sent the request to the payment method to check why you didn't receive the payout processed from our platform. Please, give us up to several business days for the finance checking and tracking your transaction. We will inform you by email as soon as the response is received.'

Then i asked:

'do you think it's likely i'll finally get a reply within the next few business days?'

and got the answer

'Yes, we shall receive ther reply next business week, because the checking terms is already close to finish.'

So hopefully i'll finally get this solved within the next few days altho i am somewhat doubtful because last time i was also told i would 'likely' get a reply within a few business days and it's been 7 or 8 business days since that.

If i need to send the full chat to you guys again let me know.

Update: all of my withdrawals got rejected by the payment provider according to gg.bet support and i got my money back to my gg.bet account, they said it was because of a wrong wallet address but i don't really see how that's possible as my wallet has a 'copy' option, however they said i can just withdraw again now. really hoping that this time i actually get the funds and get them far faster.

I have made the withdrawals again, the same way as last time (all amounts are 250€ except the last which is 175) and according to the support & gg.bet TOS (and i know it is the case from my previous successful withdrawals) all withdrawals up to 300€ are processed on the same day so im hoping i can provide you with an update tomorrow whether i received the withdrawals or at least some of them (really hope i will)

Just to give an update here once again, i made the withdrawals again at 7pm yesterday, 4 out of the 10 were approved basically instantly (within 10mins), three more were approved later on, 2 are still marked as 'new' and my last 175 one was rejected for some reason (waiting for support email about that one) the 7 that are marked as 'in progress' which according to support means that the withdrawal is confirmed on their side and i just have to wait the payment side/provider to send me the payment.

So if everything goes well i should be receiving my first 4 withdrawals by 7 pm today (as according to gg.bet that's how long it takes for withdrawals up to 300€ (mine were 250 each except the last one which was 175) but i'll be very happy even if i receive one of them as that'd still give me a lot of hope.

Will be updating once again here later today.

Update: four of my withdrawals (250 each) were marked as 'success' about 20mins ago, asked support about it and they said i should now be receiving the money in my account/crypto wallet within 24 hours, going to update once i get the payment (or if not, i'll post an update after 24 hours)

Update: it has now been 24 hours since it was marked as 'success' in gg.bet which indicates that it was sent to the payment provider and i should receive the funds within 24 hours, that time is now over.

I still have not received any funds at all, when i asked about it on live chat the support told me to wait and then sent me 4 transaction hash links but these were old ones from over a month ago which i mentioned, the support understood that quickly fortunately and wanted me to wait again, after a bit of time once again i got pretty much the same message as last time where the support said that he forwarded it to financial department and i'd have to wait for a reply via email.

I then said that this is literally the same thing as last time and i had to wait 18 days just to get my balance refunded just so i could withdraw again because of a faulty address (which i honestly doubt cause as i said my wallet has a 'copy' button and i just copy/pasted it)

Could you please add gg.bet to this chat because it seems like this is starting all over again and i'll have to wait for a while.

I have all the proof necessary, ever since i got my balance back and had to withdraw again i've recorded absolutely everything (when i made the withdrawals, it even includes me updating the complaint status on this website) and also recordings of all the live chats (just in case)

If i need to send any of that, please do let me know (it's all raw footage and involves a bunch of personal info but i don't mind sharing it with casino.guru since it's a legitimate site)

I've been very patient but it's been 20 days now with a bunch of promises and still absolutely nothing so this is extremely worrying for me now (i've been trying to be calm since the beginning but at this point it's already quite scary and it's hard to stay calm & patient)

Hoping to receive a reply from you guys soon, thanks in advance.

I would also like to include that it has now been over 24 hours (almost 31 hours to be more precise) since my other 3 withdrawals were approved/completed by gg.bet and sent to the payment provider, i have not received any of these payments (and just to update, i haven't received any of the ones i should've received yesterday either) not really sure what im supposed to do here as this delay is quite insane, would love to get this solved as soon as possible as it's been 3 weeks now.

If necessary i can provide all the proof i have which includes:

Live chat messages (most of these i already sent a week ago tho) that clearly show that i should've received my withdrawal a while ago now and that it's a problem on their side and i've done nothing wrong.

Recordings of all the live chats (I made these because you no longer can view all of ur previous chat messages but only the last 10), all of my new withdrawals (i did this just to prove that the address i withdrawed to is completely valid and it's the same one i withdrawed to over a month ago (and these withdrawals were successful) they also show all of my withdrawals, bets, account details, emails from gg.bet saying that my withdrawal was successful (from their side and that i now have to wait for the payment operator to send me the payment which takes up to 24 hours)

Thank you for keeping us updated, Risto. Feel free to forward everything that could help us proceed with this case to my email address (kristina.s@casino.guru) so we can gather as much information as possible. Thanks.

Thank you for your reply Kristina, i have sent the proof to the email you provided.

Just an update: I still have not received any of my withdrawals

Another update: I still have not received a single payment it has now been 25 days since my initial withdrawals and 7 days since most my latest withdrawals (except one out of 10, which was made a few days later)

I ask support every 1-2 days for an update but all I'm told is that i have to wait for an email and they're already checking it and i understand that this takes time but 25 Days now and this happening two times in a row (huge delays after withdrawals) is just unreal.

Thank you very much Risto for your reply. I will now transfer your complaint to my colleague Stefan (stefan.m@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 soon.

Dear Risto,

I am sorry to hear that your withdrawal has been delayed. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a GGBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear GGBet Casino, could you please state the reason why the player's withdrawals have not yet been paid out and when can he expect the payments?

Thank you in advance for providing the information.

Kind regards,

Štefan

Just an update that i still have not received anything.

On 7th of october i was told that three of my withdrawals that still had the 'in progress' status on gg.bet got stuck in the processing system and these would be canceled, here's the exact words of the support i was talking to:

'Ok

Now I see what's the reason

these 3 withdrawals:

566b383e-3b8e-4d08-9e1b-eb8ecc5867bd

a366ae97-f819-4f93-b4d0-cc150cdf8864

2d35ae52-5cf4-406d-9d70-820f39707141

stuck during processing by a payment provider

I’ll try to contact them now, most likely the money will return to your account, and then you’ll need to create a new withdrawal'

Then on the 10th of october i was told this after asking again:

'About those 3 withdrawals that got stuck, we've got a response from the processing system, promised to cancel them any day (deadline - Thursday)'

It is now friday and i haven't received a single payment or gotten the money back for these 3 transactions

Dear Risto

The withdrawals got just cancelled. Please, kindly make the new ones.

Kind regards

Only three got canceled, i still have 7 that are marked as 'success' (6 of them are 2 weeks old already) and these haven't been canceled and i haven't received the payments for these 7 either.

Dear Risto,

Did you manage to make new withdrawal requests?

I am looking forward to your answer.

Kind regards,

Stefan

Yes i made 2 new withdrawal requests(two 250 euro ones) and these were paid out quickly.

However i am still yet to receive my money for the other 7 withdrawals (that make up 1675 euros) or a refund for them so i could re-withdraw

Dear Risto,

Thank you for the provided information.

Dear GGBet Casino,

Could you please state why the player's rest of the withdrawals have not yet been paid out and when can he expect the payments?

I am looking forward to your response.

Kind regards,

Stefan

Dear Risto

Please kindly specify all the disputed transaction IDs.

Thank you in advance!

Kind regards

406fa1b4-b1e1-4756-8147-34e733e30cdd

32fc75c4-c8f2-4295-9e89-a66c9549d560

960af8bd-655b-42f0-84fb-9ab430e02a8d

da82e385-0811-45fc-a741-f548cea73fc0

e88d2b37-023c-494e-a63c-2c0ccb704928

88fe6b2a-2904-455c-93db-8d3fdac54369

9813b6c2-9d2d-4e6b-9fa7-72c64c0ded4f

All of them except the last one was made & approved by gg.bet(i.e. marked as success) 2 weeks ago, the last one was slightly under 2 weeks ago as i made that withdrawal a bit later.

Hello,

According to our records

406fa1b4-b1e1-4756-8147-34e733e30cdd - successful withdrawal, 04.10.2022 15:15:38 (UTC)

32fc75c4-c8f2-4295-9e89-a66c9549d560 - successful withdrawal, 05.10.2022 00:16:21 (UTC)

960af8bd-655b-42f0-84fb-9ab430e02a8d- successful withdrawal, 05.10.2022 00:16:18 (UTC)

da82e385-0811-45fc-a741-f548cea73fc0- successful withdrawal, 04.10.2022 15:15:24 (UTC)

e88d2b37-023c-494e-a63c-2c0ccb704928- successful withdrawal, 04.10.2022 15:15:24 (UTC)

88fe6b2a-2904-455c-93db-8d3fdac54369- successful withdrawal, 04.10.2022 15:15:24 (UTC)

9813b6c2-9d2d-4e6b-9fa7-72c64c0ded4f- successful withdrawal, 06.10.2022 05:59:00 (UTC)

If you have not received the funds, please report this to live support, and provide all the necessary information to them. They will create a ticket for the PSP and start investigation.

Thank you!

I have reported this to live support almost 2 weeks ago now and they said they created a request for it, but this has taken far too long now, overall I've been waiting for over a month and only received a small portion of my withdrawals (the 2 withdrawals i made after these 3 payments got canceled) so if you in fact claim that I've received these payments then please provide the etherum transaction hashes as proof or cancel these so i can withdraw using skrill which i know actually works... Hope to receive an answer soon as it's taken so long already.

Hey, Risto

We've escalated the issue. Hope to get the responses soon.

Kind regards

Dear Risto,

Let me know once you receive the payments.

I am looking forward to your message.

Kind regards,

Stefan

Thank you, i will post any sort of an update i get here(will check gg.bet, my email a few times per day)

@GGBet has there been any updates? or can you at least tell me some kind of an ETA? because i've waited for so long already 😕

also, i don't understand how it can take so long, you can even verify yourself that i haven't received the payments without needing a reply from the payment provider because all etherum transactions are public so you can just check the wallet address i withdrawed to whether i've received 6x €250 payments, 1x €175 payment or not (i haven't) and instead of waiting for the payment provider to check this out which i'll assume will take ages knowing how long it has taken you could just refund the moeny from these withdrawals to my gg.bet account and tell the payment provider to stop working on it, then i could just withdraw again using skrill which takes no time..

Of course i would prefer to receive the crypto withdrawals but i don't mind re-withdrawing using skrill at all because it's really quick(at least was last time)

Dear Risto,

Thank you for your response.

Dear GGBet Casino,

Could you please respond to the player? Thank you in advance.

Kind Regards,

Stefan

Just an update that i still have not received the other 7 withdrawals(which account to about 70% of the money i still haven't received) and in total it has been 1 month and 9 days and 3 weeks since these withdrawals were initiated

Update: I have received 4 out of the 7 withdrawals(4x 250€) now im only missing two €250 ones and a €175 one

received another 2x €250, only missing the 1x €175 one now

Dear Risto,

That's wonderful news. Let me know once you receive the last payment.

I am looking forward to your message.

Kind Regards,

Stefan

Dear Risto

We were informed that all the transaction were received.

Can you kindly confirm? If not, please kindly specify the transaction ID that was not yet received.

Thank you in advance!

Kind regards

The transaction ID i haven't received is: 9813b6c2-9d2d-4e6b-9fa7-72c64c0ded4f

all the others i've received indeed.

Dear Risto

We are kindly asking you to report the issue to live support, thus the person responsible will address teh request to PSP.

Thank you for cooperation!

Kind regards

i already mentioned that transaction together with the rest to the live chat 3+ weeks ago but okay i sent them a message again..

Dear GGBet Casino,

Let us know once you send the payment to the player.

I am looking forward to your response.

Kind Regards,

Stefan

Hello, we'd like to confirm that the ticket was raised to the PSP 2 days ago.

We are looking forward to its resolution.

Kind regards

Dear GGBet Casino,

Thank you for the provided information.

Let us know once you have any news regarding this complaint.

I am looking forward to your response.

Kind regards,

Stefan

Dear Risto

Have you received the payout yet?

(We haven't yet received any update from the PSP, unfortunately)

Thank you for your patience.

Kind regards

Hello, i still haven't received the payment unfortunately

Dear Risto

We are pushing the PSP to resolve the issue ASAP.

Please kindly inform us when you get the money (or get a rejected transaction).

Kind regards

Okay will do

as of now i still haven't received my money or gotten a rejected transaction on gg.bet

Dear Player,

You currently do not have any active/pending withdrawals.

Can you kindly let us know if the issue is resolved?

Kind regards

It's not solved, the transaction id is: 9813b6c2-9d2d-4e6b-9fa7-72c64c0ded4f

The amount is 175€ (the other 2k i've received but this one i still haven't received)

Dear Risto

Can you kindly request the withdrawal via Skrill?

Kind regards

Hello, i have requested the withdrawal via Skrill now.

I have received the payment, this complaint can be marked as solved now. thanks gg.bet support and casino.guru staff for helping.

Dear Risto,

I'm glad to hear that your issue has been resolved successfully. 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,

Stefan & Casino.Guru