GGBet Casino - El jugador enfrenta el cierre de la cuenta después de problemas de verificación.

It's unfortunate that this platform has a good rating.

In my case, they initially denied a withdrawal, claiming it was a system error and that I could retry without any issues.

When I did, they requested documentation, and upon receiving it, they asked for even more documents, which I provided.

Then, they proceeded to block my account, alleging verification process violations with no chance for review. This is ridiculous considering that it is their own system that is failing, and their inadequate data verification leads to clients losing everything. This leaves us totally defenceless. Therefore, it looks like a complete ruse on their part to keep users' funds.

I request a review, and also that they modify their verification process, perhaps by employing a biometric system like any other app.

They are arbitrary in their decisions and are the ones infringing on our rights.

Es una lastima que sea una plataforma que se califique de buena manera.

En mi caso me negaron un retiro inicialmente, me supieron decir que fue un error del sistema y que puedo intentar nuevamente sin problema.

Lo hice me pidieron adjuntar documentos, se hizo, y, volvieron a pedir más documentos, los cuales se facilitaron.

Posteriormente proceden a bloquear la cuenta, sustentando violación en el proceso de verificación sin posibilidad de revisión, lo cual es absurdo, puesto que, su mismo sistema es el que falla y su deficiente verificación de datos hace que sus clientes pierdan todo. Esto deja en completa indefensión a nosotros. Por lo tanto, es una completa astucia de su parte para quedarse con los fondos de sus usuarios.

Solicito una revisión, y además, que modifiquen sus verificación, pudiendo hacerlo con una biométrica cómo cualquier otra aplicación.

Son arbitrarios en sus decisiones y son ellos los que violan los derechos de nosotros.

Hello Vale,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Is anybody else from your household owns an account in this casino or did you have any other account here in the past?

Looking forward to your answer.

Regards,

Nick

Good morning, I started the verification process yesterday, after I requested the new withdrawal of funds, that is, because the platform at that time requested it, which is embarrassing since once I created the account I wanted to fill in all the possible sections to verify the ownership of the account but they were not enabled.

Initially the ID and a selfie with the latter plus the user number were requested, and at night the same thing was requested again, which worried me, because if a filter is exceeded I understood that they should put different ones, I went up again the selfie photo highlighting the ID, I assumed that was the problem.

Just yesterday I contacted them, and that's when I found out that they blocked the account permanently with no room for review and worst of all no refund. They must take into account that if it is an account with funds, its process should be suitable for both parties and not unilateral.

I understand your policy of completely making sure that it is the main users who make the withdrawals, but a permanent block, without the user being able to put himself in and show that he is not trying to affect the system, simply wants to get his funds, because he obviously needs them. Their regulations must be strategically placed so that we can know everything we need and avoid making mistakes, unfortunately this is not the case, this may even be an omission on their part because they do not expose them as they should. Actually I did not think to go through something like this, I insist that their verification system should be improved, they would also have to be accessible, aware and logical when making the decision.

Buenos días, el proceso de verificación lo inicié el día de ayer, después que solicité el nuevo retiro de fondos, esto es, porque la plataforma en ese momento solicitó la misma, lo cual es penoso ya que una vez que me cree la cuenta quise llenar todos los apartados posibles para comprobar la titularidad de la cuenta pero no estaban habilitados.

Inicialmente se solicitó el ID y una selfie con este último más el número de usuario, y en horas de la noche se volvió a solicitar lo mismo, lo cual me preocupó, pues si un filtro se supera entendiera que deben poner otros diferentes, subí nuevamente la foto selfie resaltando la cédula, supuse que ese era el problema.

Justamente ayer me puse en contacto con ellos, y fue cuando me enteré que bloquearon la cuenta permanentemente sin que haya lugar para una revisión y lo peor sin reembolso. Deben tener en cuenta que si es una cuenta con fondos su proceso debería ser adecuado para las dos partes y no unilateral.

Entiendo su política de asegurarse completamente que sean los usuarios titulares quienes hagan los retiros, pero un bloqueo permanente, sin que el usuario pueda ponerse y demostrar que no intenta afectar al sistema, simplemente busca obtener sus fondos, porque obviamente los necesita. Sus reglamentos deben estar colocados estratégicamente para que podamos conocer todo lo necesario y evitar caer en errores, lamentablemente no es así, esto incluso puede ser una omisión de su parte porque no los exponen como deberían. En realidad no pensé pasar por algo así, insisto se debe mejorar su sistema de verificación, también tendrían que ser accesibles, conscientes y lógicos al momento de tomar la decisión.

Hello Vale,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Good evening, unfortunately they have deleted the attendance record, I have the record of the request that was made to the corresponding email.

I hope you can at least help me to recover my funds, they allude that their users are the ones who have the responsibility, when they put unilaterally and without the correct dissemination of the information (being their obligation) a series of rules that benefit only the platform, and even cause errors to be made. Its terms and clauses are abusive and totalitarian since they do not allow the user to have the possibility of presenting opposition, for which reason they can be considered illegal, this, because it limits and violates the rights of the consumer.

It should not even be mentioned that when it comes to a deposit they give all the existing facilities and no reasons or technical problems are generated, only when it comes to getting hold of the funds do the obstacles begin, which even surely make some decide to withdraw without being able to have your money.

The review is necessary, since when looking at the complaints presented here it is evident that your verification system is obsolete and does not really meet its objective, it is the reason for so many problems that are evident. They should take all this as feedback, since it is necessary to implement a system that does not repeatedly ask for the same requirements and that actually has an adequate way of verifying the ownership of the account, I considered giving it frequent use due to the qualification that is granted, but, it is only when you use it that you realize that you are not worthy of it, which is a shame.

Buenas noches, lamentablemente han eliminado el historial de asistencia, tengo el registro de la solicitud que se hizo al correspondiente correo electrónico.

Espero puedan ayudarme al menos a conseguir la recuperación mis fondos, aluden que sus usuarios son los que tienen la responsabilidad, cuando ponen de forma unilateral y sin la difusión correcta de la información (siendo su obligación) una serie de reglas que benefician únicamente a la plataforma, e incluso, ocasionan que se incurra en errores. Sus términos y cláusulas son abusivas y totalitarias puesto que no permiten que el usuario tenga la posibilidad de presentar oposición, por lo que pueden considerarse como ilegales, esto, porque limita y vulnera los derechos del consumidor.

No hay que ni mencionar que cuando se trata de un depósito dan todas las facilidades existentes y no se generan razones o problemas técnicos, solo cuando se trata de hacerse con los fondos comienzan las trabas, que incluso seguro hacen que algunos decidan retirarse sin lograr tener su dinero.

La revisión es necesaria, puesto que al ver las quejas presentadas aquí es evidente que su sistema de verificación es el obsoleto y realmente no cumple con su objetivo, es la razón de tantos problemas que se evidencian. Deberían tomar todo esto como una retroalimentación, ya que, es necesario que se implemente un sistema el cual no pida reiteradamente los mismos requisitos y que en realidad tenga una adecuada forma de comprobar la titularidad de la cuenta, consideraba darle un uso frecuente por la calificación que se le otorga, pero, es solo cuando uno la usa que se da cuenta que no es merecedora de la misma, lo cual es una pena.

I would like to ask GGBet Casino to join us and help us resolve the player's issue. Can you please clarify why did the player fail the verification process?

Hello,

We understand your concerns and apologize for any inconvenience you've faced during the withdrawal process. It's important to clarify a few points to provide a clearer picture of the situation.

When a withdrawal is requested, it's our responsibility to ensure the security and legitimacy of the transaction. This involves verifying the identity of the account holder and ensuring that the payment methods used belong to the account owner. The verification process is a standard procedure designed to protect both our users and our platform from potential fraudulent activities.

Regarding the situation you mentioned, it appears that the initial denial of withdrawal might have been due to a technical glitch or system error. We sincerely apologize for any frustration this may have caused. We also understand that the request for additional documentation might seem inconvenient, but it's a necessary step to ensure the security of your account and the funds involved.

In reference to the account block, we take data security very seriously. The use of graphic editors or any form of photo manipulation in the verification process is strictly prohibited. This is to ensure the authenticity of the documents submitted and to prevent any potential misuse. While we understand that such measures might seem stringent, they are in place to protect both our users and our platform.

We are continuously working to enhance our verification process and streamline the user experience. Your feedback is valuable, and we'll certainly consider your suggestion about employing biometric systems or other methods that can enhance security and convenience.

Also, we want to assure you that we take all interactions with our customers seriously. We want to clarify that we do not delete any attendance records or conversations. Our system logs all communications, including email correspondence, chat sessions, and support calls.

If you believe there has been a misunderstanding or would like to further discuss your situation, we encourage you to reach out to our customer support. We are committed to addressing your concerns and finding a resolution that is satisfactory for you.

We've unlocked your account and re-requested the necessary photos. Please do not use graphic editors and provide all photos in good quality.

Hello Vale,

Please follow the casino's instructions and let us know the outcome of the verification as soon as possible.

Good morning, sorry for the delay, I actually wanted to exhaust all possibilities to be able to issue a correct update.

The issue of verification was the first thing I did, it took several attempts but it was finally achieved. A recommendation for users would be to try to make the selfie box as close to their face and to the documents they are requesting. They should even do it with the rear camera and not the front one.

Now, for withdrawals, the thing continues to be the same scenario, which for technical reasons are rejected, I'm just waiting for a withdrawal request that I made on August 29 at 1:11 p.m., which is still in progress, which is something encouraging but not at the same time, since supposedly in 24 hours it should have been made in my account, I hope it will not be rejected like the previous times. So far I have not been able to make any successful withdrawals.

Buen día, disculpen la demora en realidad quería agotar todas las posibilidades para poder emitir una actualización correcta.

El tema de la verificación fue lo primero que hice, fueron varios intentos pero finalmente se logró. Una recomendación para los usuarios sería que traten de que en el cuadro de la selfie esté lo más cercano a su cara y a los documentos que solicitan. Incluso deberían hacerlo con la cámara posterior y no con la frontal.

Ahora bien, para los retiros la cosa continúa siendo el mismo escenario, que por razones técnicas se rechazan, justamente estoy esperando una solicitud de retiro que hice el 29 de agosto a las 13:11, la cuál continúa en curso, lo cuál es algo alentador pero al mismo tiempo no, puesto que supuestamente en 24 horas tendría que haberse efectivizado en mi cuenta, espero que no sea rechazado como las veces anteriores. Hasta el momento no he podido realizar ningún retiro con éxito.

Good morning dear Casino Guru, if you would be so kind as to help me resolve this problem, it has been too long and I can't find a way to solve it with the information they have given me in GGBet support.

Thank you for your time.

Buenos días estimado Casino Guru, si fueran tan amables de ayudarme para lograr resolver este inconveniente, es demasiado tiempo el que ha transcurrido y no encuentro forma de solucionarlo con la información que me han dado en soporte de GGBet.

Gracias por su atención.

Dear GGBet Casino,

Can you please advise what is the player's verification status and why is he still experiencing issues with withdrawals? Is there anything else the player needs to provide?

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.

Hello!

Thank you for reaching out to us regarding the player's verification status and withdrawal issues. We can confirm that the player's account has been successfully verified.

The ongoing withdrawal issues are related to a technical problem on the payment method side, specifically with bank transfers to Ecuador. Due to this issue, all withdrawals made through this method had to be cancelled.

To resolve this matter, we kindly ask the player to consider using an alternative payment method for his withdrawal. This should allow for a smoother and more efficient withdrawal process. If the player encounters any further issues or has questions about the available payment options, please reach out to our customer support team for assistance.

Good morning, actually of the methods available for withdrawal in my region, the bank transfer option is the only one available in my case, in addition to having been the way in which the deposit was made, and as they point out in their regulations it is It should be the right one for retirement.

When I contacted support, their response was always that although they transferred me to the financial department, which ended up telling me to generate a new request and that's it, they never mentioned the particular that the GGBet representative now points out. I made requests to please help me with assistance to achieve the withdrawal with another method (taking into account the background of my case and especially the region) and they told me that they cannot recommend any, since the user has their preferences.

On this occasion I would like you to kindly tell me which would be the best withdrawal option used for my region and, above all, that it be effective. This is because the options are limited, and in reality, apart from the bank transfer, the others are related to crypto platforms and only 2 are wallets, which I do not know how they work. I understand that there are more users who are located in my location and in their system they must have a record of what would be the method in which the withdrawal is successful. I hope to have a favorable reception to be the beneficiary of this information and I advance my thanks.

Buenos días, en realidad de los métodos disponibles para el retiro en mi región la opción de transferencia bancaria es la única disponible para mi caso, además de haber sido la forma con la cual se ha hecho el depósito, y como señalan en sus reglamentos está debería ser la adecuada para el retiro.

Al ponerme en contacto con soporte su respuesta siempre fue que si bien me transfieren al departamento financiero, el cual terminaba señalando que genere una nueva solicitud y listo, nunca mencionaron el particular que ahora señala el representante del GGBet. Hice peticiones para que por favor me ayuden con asistencia para lograr el retiro con otro método (teniendo en cuenta los antecedentes de mi caso y sobretodo la región) y me dicen que no pueden recomendar ninguno, ya que el usuario tiene sus preferencias.

En esta ocasión me gustaría que de la forma más amable me indiquen cuál sería la mejor opción de retiro que se utiliza para mi región y sobretodo que resulte eficaz. Esto porque, las opciones son limitadas, y en realidad, aparte de la transferencia bancaria las otras están relacionadas con plataformas de cripto y solo 2 son de cartera, mismas que desconozco su funcionamiento. Entiendo que hay más usuarios que se ubican en mi locación y en su sistema deben tener registro de cuál sería el método en el cual resulte exitoso el retiro. Espero tener una favorable acogida para ser beneficiaria de esta información y anticipo mis agradecimientos.

Hello Vale,

Can you please advise which exact payment methods are currently available to you?

Good afternoon, I am attaching a screenshot with the withdrawal methods that are reflected in my area.

Most of them are other applications which I have never used and obviously I have no idea what the withdrawal process through them would be like. For all this, I ask that GGBet mention which method is suitable for me, since there must be more users in my territory who are successfully making their withdrawals.

I appreciate your attention, I hope to be able to achieve a successful withdrawal after this latest update, because it has been 3 months since these problems arose and I have never been given a solution by the casino.

Buenas tardes, adjunto una captura con los métodos de retiro que se reflejan en mi zona.

La mayoría son otras aplicaciones las cuáles nunca he dado uso y obviamente no tengo idea de cómo sería el proceso de retiro a través de ellas. Por todo esto, ruego que GGBet mencioné que método es el adecuado para mi, ya que, deben haber más usuarios en mi territorio y que hacen satisfactoriamente sus retiros.

Agradezco su atención, espero poder lograr un retiro exitoso luego de esta última actualización, porque ya son 3 meses desde que se presentaron estos inconvenientes y nunca se me ha dado una solución por parte del casino.

Hello Vale,

As there is quite a lot options, I would recommend to make one of the wallets as the casino can't decide for you which one to create. Basically Skrill and Neteller works the same (similar to PayPal if you ever used it).

Regarding the crypto payments - we have little knowledge what regulations or laws each country has so I'm not sure if it's a good option to use.

Dear Vale,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.