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Dear Monse,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please confirm that you have sent all the requested documents in correct format?

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

Best regards,

Petronela

if it is an identity verification problem to send the money to my account.

They ask me to send my identification and the front of my bank card with my data in image or scan mode, I do it, a day goes by and they send me the message again with the verification.

si es un problema de verificación de identidad para enviar el dinero a mi cuenta.

Me piden enviar mi identificación y el anverso de mi tarjeta bancaria con mis datos en modo imagen o escaneo, lo hago, pasa un día y me vuelven a enviar el mensaje con la verificación.

Dear monse

Kindly provide us with the requested document. We are more than eager to pay you out after completion of KYC.

Should you have any more questions or concerns - please do not hesitate to contact live support.

Best regards,

GG.bet

Dear Monse,

Have there been any developments since our last conversation?

They asked me for the last identity confirmation and now I'm still waiting for the payment. I hope it can be solved soon since I'm a mom and I need a little money

me pidieron la ultima confirmación de identidad y ahora aun estoy esperando el pago. espero que se pueda solucionar pronto ya que soy mama y me hace falta un poco de dinero

Thank you very much, Monse, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello monse,

I looked at your complaint and will do my best to help you. I would like to invite GGBet Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Thank you very much I will be attentive to the response of the casino

Muchísimas gracias estaré atenta a la respuesta del casino

Hello,

We would like to confirm that we have not yet received the requested document.

Dear monse,

Can you please confirm you'd sent an email with the requested document?

Thank you in advance!

Kind regards

Dear monse

According to our records, your withdrawal requests via bank transfer were approved.

Would you kindly confirm?

Thank you in advance!

Kind regards

Yes, the identity was finally confirmed, now I'm just waiting for the deposit. How many business days are there from confirmation of identity?

'

si, se confirmo por fin la identidad ahora solo estoy a la espera del deposito. cuantos días hábiles hay desde la confirmación de identidad?

'

Dear monse

Your requests for withdrawal were declined by your bank.

Please kindly try to use alternative payout methods, provided in the cashier or contact support.

Thank you!

Dear monse,

follow the Casino's instructions and let me know about your progress, please.

What types of options would I then have to occupy?

Qué tipos de opciones entonces tendría que ocupar?

I will try through NETELLER

Lo intentaré a través de NETELLER

I am still waiting for the deposit to be accepted by NETELLER two days ago I placed the option and there is still no response

I did what they told me to change the method, how much longer should I wait?

Sigo en la espera de que me acepten por NETELLER el depósito ya hace dos dias coloqué la opción y aún no hay respuesta

hice lo que me dijeron de cambiar el método ¿cuanto tiempo más debo esperar?

Dear monse,

last two days was the weekend, probably they didn't work. Wait a little bit longer and let me know about your progress in the next few days.

Thank you for understanding.

Hello, I've been waiting almost a week more than all the time I've been waiting before, how much longer will I have to wait for them to deposit me?

I have been trying to withdraw the money for more than a month

hola ya llevo esperando casi una semana más de todo el tiempo que antes llevaba esperando cuanto tiempo más tendré que esperar para que me depositen?

Llevo intentando sacar el dinero más de un mes

Dear Casino,

where is the problem now, please?

Now I am waiting again for them to send me the money through NETELLER and it has been more than a week, I need a quick response from the casino because the transfer appears to be in progress but in case I have to wait a month again, it would be a joke

Ahora estoy en la espera nuevamente para que me envíen el dinero a través de NETELLER y ya va más de una semana, necesito una respuesta rápida del casino por que me aparece en curso la transferencia pero a caso debo esperar un mes denuevo, sería una burla

Dear monse

Please kindly understand we (casino) cannot influence the speed of money clearance/processing.

We can see the withdrawals via Neteller were cancelled, though two new requests are being processed since Mar 15. We do hope they will go through.

Thank you for your patience.

Best regards

Dear monse,

Please confirm the winnings were received on 16.03.2022 and the complaint may be closed.

Thank you!

Best regards,

GG.bet

Dear monse,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear monse,

even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can ask to reopen this complaint anytime.