GGBet Casino - Затримка зняття коштів

First of all, I want to say, I don’t know if it is necessary to write in English, but if this is preferable, then I can easily switch to it. Before that, I communicated with support in English.

The casino delays the payment and violates its own clause of the rules 8.14 according to which all payments up to 300 usd must be executed no later than the next day from the date of the request "8.14. A withdrawal amount up to USD 300 will be paid to the customer's account for the next day from the date of request, except for weekends and holidays". The casino claims that all transactions on their part were completed on time, and they cannot say when I will receive my money.

Transaction number - a2251abd-49ee-4e3f-9e8d-568b6105ebdb

В первую очередь хочу сказать, не знаю нужно ли писать на английском, но если это предпочтительно, то я легко могу перейти на него. До этого я вел общение с поддержкой на английском.

Казино задерживает выплату и нарушает собственный пункт правил 8.14 согласно которому все выплаты до 300 usd должны быть исполнены не позднее следующего дня с момента подачи запроса "8.14. A withdrawal amount up to USD 300 will be paid to the customer’s account for the next day from the date of request, except for weekends and holidays". Казино утверждает, что все транзакции с их стороны были выполнены точно в срок, и не могут сказать когда я получу свои деньги.

Номер транзакции - a2251abd-49ee-4e3f-9e8d-568b6105ebdb

Dear mrromanusdraco,

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

Hello mrromanusdraco

Can you kindly specify the disputed transaction id? Since we do not see any active/pending withdrawals.

Thank you in advance!

Kind regards

Hello,

According to our records, the specified above transaction was failed.

The new ones - successful. Currently, there are no pending/new requests.

Best regards

I approve that, and i got message from your support that transaction was cancelled and i got all money back on the balance, and they offered me to try different payout system. Today i tried to withdraw a small part of money and it was succesfull, so i can say that the problem was resolved. But I hope you will do something to fix such problems in the future.

p.s Thanks to both GGBET support team and Kristina for your help and cooperation.

Awesome news, mrromanusdraco. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.