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Hello, I have been waiting for my payout since 06.09.2023. After the 5th day, I was assured that my money is with me. Now I'm being told that the money is with the payment provider and needs to be processed by them. This whole thing seems strange to me. I need help, please.

Guten Tag, ich warte seit dem 06.09.2023 auf meine Auszahlung. Nach dem 5. Tag wurde mir versichert, dass mein Geld bei mir ist. Nun wird mir gesagt, das Geld liegt bei den Zahlungsanbieter und muss von diesem bearbeitet werden. Mir kommt das Ganze komisch vor. Bitte um Hilfe.

Dear Mickstar,

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 Mickstar,

Have you received your withdrawal from the casino yet?

Hello, no, I have not received a payout.

Hallo, nein ich habe keine Auszahlung erhalten.

Thank you for your reply, Mickstar. 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 am verified and payments were always made within 2 days. I didn't play with a bonus

Ich bin verifiziert und Auszahlung wurden vorher immer innerhalb 2. Tage durchgeführt. Mit Bonus habe ich nicht gespielt

Could you please post here (or forward me) a screenshot of your withdrawal history? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

The money was just credited back to my player account

Das Geld wurde so eben auf mein Spielerkonto zurückgebebucht

withdrawal was attempted afterwards. Was declined. The chat can't tell me why. Something is wrong there.

auszahlung wurde danach versucht. Wurde abgelehnt. Der Chat kann mir nicht sagen wieso. Irgendwas läuft da falsch.

Thank you very much, Mickstar, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Mickstar,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try 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 resolving this complaint.

Dear GGBet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

The case can be closed. I have already deleted my account with them. That's no way for me to deal with customers. Kind regards and thank you very much!

Der Fall kann geschlossen werden. Ich habe mein Account bei denen bereits gelöscht. Das ist für mich keine Art mir Kunden umzugehen. Liebe Grüße und vielen Dank !

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.