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Good day

On January 13th, 2024 I requested €570 to be paid out to my Jeton account from GG Bet. €70 was paid out directly. The remaining €500 was divided into 2x €250 and is still being processed today. Terms and Conditions 8.15 state that withdrawals of less than €300 will be processed on the next working day. Now 7 days and 5 working days are over. I'm just put off in the chat and the support doesn't even respond. It's the same with the €700 that I won on January 15, 2024, divided into 2x€250 and €200 and has been in processing for 5 days. Many thanks for your help.

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Guten Tag

Ich habe am 13.1.24 bei GG Bet 570,-€ zur Auszahlung beantragt auf mein Jeton Konto. 70,-€ wurden direkt ausgezahlt. Die restlichen 500,-€ wurden in 2x 250,-€ aufgeteilt und stehen heute noch in Bearbeitung. In AGB 8.15 steht, Auszahlungen, die unter 300,-€ sind, werden am nächsten Werktag bearbeitet. Jetzt sind 7 Tage und 5 Werktage um. Ich werde im Chat nur vertröstet und der Support antwortet gar nicht erst. genauso verhält es sich mit den 700,-€ die ich am 15.1.24 gewonnen hatte, Aufgeteilt in 2x250€ und 200,-€ und seit 5 Tagen in der Bearbeitung. Vielen Dank für Ihre Hilfe.

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Dear Berthie02,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Thank you, Veronica.

I was just wondering that the payout is always split and one part is there immediately and the other is delayed a week. The money has now been paid out and the case can be closed. So I know then. Even though I don't understand it because it's different every time. I've been verified for a long time.

Vielen Dank, Veronika.

Ich habe mich nur gewundert, dass die Auszahlung immer aufgeteilt wird und ein Teil sofort da ist und der andere eine Woche verzögert wird. Das Geld ist nun ausgezahlt und somit kann der Fall geschlossen werden. Ich weiß dann also Bescheid. Auch wenn ich es nicht verstehe, da es jedes Mal anders ist. Verifiziert bin ich schon lange.

There are several reasons why a casino may choose to divide a withdrawal request into smaller amounts. Smaller withdrawal amounts are processed more efficiently, particularly when managing a high volume of withdrawal requests. Additionally, specific requirements or restrictions on transaction sizes may be imposed by certain payment processors or banking institutions. Splitting withdrawals enables the casino to comply with these external regulations. Furthermore, dividing the withdrawal into smaller amounts serves as one of the risk management strategies to guard against fraud and money laundering. This practice is a precautionary measure aimed at monitoring and mitigating potential risks associated with larger transactions.

I'm glad to hear that you received all your winnings. 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,

Veronika

Casino.Guru