GGpoker Casino - Запит гравця на зняття коштів відхилено.

This casino sells the ability to deposit in virtual currency, payz, or other wallets and withdraw in a bank.

I used that to make deposits and withdrawals.

The terms and conditions do not state how many times more than the deposit amount you need to wager, and I always wager about 1x to 3x.

I have been able to withdraw several times with no problem, but this time I am being denied.

The person in charge insists that a larger amount must be wagered to prevent money laundering, but there is no mention of exactly how much must be wagered.

As long as there is no mention of it in the Terms of Service, they cannot force you to bet more than 1x, and they should not be allowed to keep the required bets secret.

Requests immediate withdrawal and addition of withdrawal terms and conditions to the Terms and Conditions.

Dear andandjonnyx,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Withdrawal Policy of GGpoker Casino and this is what I found:

We have the right to cancel the withdrawal and return funds in the account when:

• The customer has not yet provided requested documents;
• The customer identification documents have expired;
• There are fraud/cheating/collusion/money-laundering concerns;
• The customer attempts to withdraw without participating in game-play at least once;
• The customer attempts to withdraw following a player transfer; and
• The payment method to which the withdrawal has been requested is not the same as the depositing method

The highlighted point suggests that all deposits must be wagered at least once before withdrawing.

Could you please clarify how much your last deposit was and how much you wagered? Additionally, could you let me know which games you played?

Please forward all communication between you and the casino customer support regarding the issue of insufficient wagering to veronika.l@casino.guru.

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

Best regards

Veronika

I deposited $5,000 and played over $1,0000 in the live casino.

The game is EVOLUTION and I can also check the game history.

All correspondence is in Japanese, so submissions are meaningless.

We can use translation software to assist with any communication, so please forward all correspondence to me, even if it may not seem relevant or clear. It could still provide important information.

Additionally, if there is a progress bar showing your wagering status in your casino profile, kindly send me a screenshot of it as well. This could help us better understand your situation.

Not a transmittable medium. 

Although not present in the casino itself, Evolution's live casino has a feature that displays the date and the amount of money written.

I am sorry, but I have not yet received any evidence that would assist us in progressing with the investigation.

Could you kindly provide any screenshots from your casino profile that confirm you have sufficiently wagered your deposit to be eligible for a withdrawal?

Additionally, please forward any communication with customer support regarding your wagering to veronika.l@casino.guru.

Can you also confirm that you accumulated your winnings without an active bonus?

Thank you in advance for your patience and cooperation.

After depositing $5,000, submit evidence of at least 3x your wager.

No correspondence was left and support continues to ignore us.

Thank you for the screenshots. You mentioned that a person in charge insisted that you did not wager your deposit enough times to be withdrawable. Could you please at least forward me the communication with this person?

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello andandjonnyx,

It's Michal again and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite GGpoker Casino to join the conversation.

Dear GGpoker Casino,

Could you kindly furnish us (michal.k@casino.guru) with any documentation indicating that the player has not met the required wagering for their deposit? While it appears that we are discussing real money wagering, and thus all games should contribute equally to the wagering requirements. However, does the live game played by the player have a different wagering contribution compared to other games?

Dear andandjonnyx,

I've successfully reached out to the casino team, however, they have not really provided any responses to me that could clarify the situation. I've been informed of this:

"due to security reasons, we will only be able to discuss the player questions directly with them"

and

"The player should contact our support team and they will respond to them".

Please inform me if the casino support was able to offer you adequate clarification.

No answers have been received.

I am submitting this complaint because the support team ignored me in the first place.

The casino has been ignoring me for a long time.

The withdrawal method that the casino refused to use is no longer available, and they said they would allow me to withdraw money by another method, which I am now unable to do.

The support team stated that I would submit the documents to raise my withdrawal limit and that they would email me after confirmation, but I noticed that the documents were not submitted and I have not heard anything from them.

Translated with DeepL.com (free version)

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.

Dear andandjonnyx,

Although I am in touch with the casino representative, they cannot provide me with any specific details because of their privacy policy. I have been assured that their Japanese support team will handle your case accordingly.

Has there been any progress in the right direction?

Nothing has improved.

Please get the person in charge here as I am the party in charge of security and I will authorize it.

If you refuse to do so, please lower the rating of this casino significantly.

Apparently, they are already not going to operate properly and they don't listen to their license.

Negotiations were terminated.

This grievance should be terminated as unresolved.

Dear andandjonnyx,

Please forward me your communication with the GGpoker support team to review the situation at michal.k@casino.guru. I'm not able to make a decision based solely on your assumptions

The casino has been ignoring me for a long time.

Furthermore, they do not respond to the casino guru's calls.

What more do you want me to do?　It's a waste of time.

Dear andandjonnyx,

I have been informed by the casino representative that your situation is handled adequately by their support team, but as mentioned, they cannot share any specific information with us due to their privacy policy and GDPR regulations. That's why I have asked you to forward me any communication you have with the support team. I'm not able to make a decision based solely on your assumptions.

I have told you before that I am submitting a complaint like this because I was unable to contact the support team in the first place.

Please let me know how I can submit an exchange that does not exist.

Since information cannot be shared, communication is not possible, and the casino is uncooperative, the complaint must be left unresolved.

I am not going to go along with the casino's stalling, lying that the support team is handling the situation properly, but not providing any evidence.

If the casino support is really communicating with me, they should be able to provide evidence of this.

Please allow them to submit it as I give my permission for security. If casino refuse to do so, please assume that they are lying and the complaint is unresolved.

Dear andandjonnyx,

You previously wrote the casino support team is ignoring you, so have you contacted them directly via email or via LINE? If so, when?

Are you saying you have not received a response from them?

Have you tried these channels?

Additionally, I have received this message from the support team:

"Hello ,

Thank you for contacting GGPoker Support.

Are you able to have the customer contact us directly since we require them to reach out to us and we will explain in great the issue that is occurring and providing the resolution for this withdrawal decline.

Kind Regards,

GGPoker Support"

So it looks like they have not received any communication from you, that's why I have asked you to forward me the communication you have with the support team when you say they are ignoring you.

I have contacted casino support numerous times and have been ignored.

So I am not going to negotiate any more.

Any more is a waste of my time.

Dear andandjonnyx,

I have addressed your recent post with the casino team, and I have received the following response from them:

Hello ,

Thank you for contacting GGPoker Support.

We ourselves will personally reach out to the customer to break down the entire events of the issue and provide steps on how to resolve this.

Please inform the player that our Cashier team will be reaching out to him shortly.

Kind Regards,

GGPoker Support

If casino don't come here and deal with us in the presence of a third party, a casino guru, I'm not going to negotiate any further.

I am the party in charge and I will give you permission for security, so please get the person in charge here.

Dear andandjonnyx,  

I appreciate your perspective on this matter. We share your preference for casinos to engage directly in the resolution process within the complaint thread. However, the decision to participate through our platform ultimately lies with the casino team. They are currently in communication with me via email and will reach out to you as well if they have not done so already in the meantime. I can only recommend you to collaborate with the casino team to resolve your concerns. Should you feel that your concerns are not being addressed satisfactorily by the casino team, I am prepared to step in as a mediator to help identify an appropriate course of action.

It hasn't been resolved and I don't intend to spend any more time on it.

Please get the person in charge here. If they refuse, I give up and you can treat it as unresolved.

Dear andandjonnyx, 

I have received this message from the casino team:

We addressed his complaint on 2024-10-23 and on 2024-10-24 by breaking down the events that took place and informed them that the withdrawal was approved.

He felt he was not satisfied with this information even though all the details were correct.

Kind Regards,

GGPoker Support

It looks like you've received your withdrawal. Are there any other issues that still need attention?

The casino team kept refusing to withdraw my money on the grounds that my bets were not enough, but it turned out that the casino team was mistaken.

Also, while the casino was refusing to allow withdrawals, the withdrawal method was removed, so I had to withdraw to a wallet I don't use and currently can't redeem that.

As a result, I ended up making a lot of bets that I should not have had to, but the casino is not going to apologize or compensate me in any way for that.

If they have no intention of resolving the issue, then the complaint should remain unresolved, correct?　I have sent an email to the company, but have not received a response as of yet.

I will wait a week for a response.

Dear andandjonnyx,

I agree with you that from a user experience point of view, the situation is far from ideal, and the casino team could have handled the situation better, however, you have received the funds right? I'm not quite sure if I or my other colleagues have mentioned this to you already, but the payment methods available in each casino for any region can vary and they can be discontinued at any time.

The range and availability of payment methods are not solely determined by the casino. Various elements, including the Licensing Authority, geolocation, agreements with payment providers, and banking regulations, play significant roles in this process.

The most important thing for the casino is to offer a payment method where they can send their customers the funds, and this was upheld. What you later do with the funds is solely up to you.

Btw. I would appreciate it if you could share your recent email correspondence with the casino team so that I can review how they addressed your inquiries. Please forward it to me at michal.k@casino.guru

This time, however, I had to make a withdrawal to a virtually unavailable withdrawal destination.

No funds were received in the sense that they were not available.

(as in frozen because they can't send it to the Japanese bank in the end)

Also, let's not forget that the casino denied the withdrawal because of a misunderstanding in the first place.

If the casino had handled the situation properly, no funds would have been lost.

We are not going to wait any longer either.

This email was submitted on the 25th, and it has been almost a week.

If you do not receive a response within 3 days, please treat it as unresolved.

Dear andandjonnyx,

I was informed by the casino team, that your withdrawal could not be processed to your Ecopayz account due to your deposit being made via crypto (USDT) Consequently, the casino team can only process withdrawals back to the same payment method, which is a standard practice in the industry.

As you have received the funds successfully to your payment method, I am struggling to understand your rationale for why this case should be treated as unresolved? Yes, maybe the casino team could have handled the situation better, but I think there is basically nothing else that can be done here.

To begin with, the casino sold itself as enabling withdrawals by other means.

So they told me to make a deposit and play, as it was possible to make withdrawals at the bank.

I did as I was told and deposited via virtual currency from my bank and played at this casino, but the casino repeatedly made a mistake and made it impossible to withdraw money to my bank.

If you are depositing from your bank, it should make sense to withdraw to your bank.

The casino also imposed huge wagering requirements on me, and as a result I have lost a lot of money.

The wagering requirements have also turned out to be a complete misunderstanding on the part of the casino.

The casino seems to be fine with the matter being left unresolved now, so there is no need for further correspondence.

Dear andandjonnyx,

I understand that from a user experience point of view, the situation is short of ideal, but as the casino mentioned and I as well your withdrawal could not be processed to your Ecopayz account due to your deposit being made via crypto (USDT) Consequently, the casino team can only process withdrawals back to the same payment method, which is a standard practice in the industry.

The payment methods available in each casino for any region can vary and they can be discontinued at any time.

The range and availability of payment methods are not solely determined by the casino. Various elements, including the Licensing Authority, geolocation, agreements with payment providers, and banking regulations, play significant roles in this process.

The most important thing for the casino is to offer a payment method where they can send their customers the funds, and this was upheld.  You have confirmed you received the funds successfully to your payment method.

The casino’s wagering requirements are generally set to industry standards, though they may differ from one casino to another. It might not be to your liking, but it is important to note that by creating an account with the casino, you have accepted these wagering conditions. I understand that there was initially some confusion regarding your fulfillment of the minimum wagering requirements. However, this was clarified, and you ultimately received your funds, so this case cannot be closed as unresolved.

Since you have already received the funds and, based on our previous interactions, further discussion may not yield additional value, I will now proceed to close this case.

I would like to thank the casino team for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center and we will try our best to help.

Best regards,

Michal

Casino Guru