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Fraud!!!

Hello, on June 1st, I requested a withdrawal of 550€. The first 250€ came through immediately, but I have been waiting in vain for the remaining 1× 50€, 1x150€, and 1x 100€ ever since. Customer support keeps giving me the runaround, telling me to just wait! No response at all from email support! I find this absolutely outrageous.

Betrug!!!

Hallo,am 1.6. Habe ich 550€ zur Auszahlung angefragt.die ersten 250€ kamen sofort und auf die 1× 50€, 1x150€ und 1x 100€ warte ich seit dem vergebens. Ich werde von dem ku densupport immer nur vertröstet mit der Aussage ich solle einfach warten! Vom email Support keine Antwort! Ich finde es absolut unverschämt

Dear Mariannhan,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your withdrawal from the online casino.

To help us better understand your situation and work towards a resolution, could you please provide us with the following additional information:

• Have you received any communication or updates from the casino since your initial request on June 1st?
• Did the casino provide any reasons for the delay in processing the remaining amounts?
• Could you provide screenshots or copies of the email communications with the casino regarding this issue?
• Were your winnings accumulated with or without an active bonus?

If you have any additional relevant communication or documentation regarding this issue, please forward them to petronela.k@casino.guru.

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

Hello, yes I have written often, but I was always put off. First it was supposed to take 5 days, after the 5th day was over it would take a little longer, then it was a technical error and now I should just wait, it would come...

Hallo,ja ich habe oft geschrieben,aber wurde immer wieder vertröstet. Erst sollte es 5 Tage dauern,nachdem der 5te Tag um war würde es noch eine kleine Weile länger dauern,dann war es ein technischer Fehler und nun sollte ich einfach warten, es würde schon noch kommen...

Thank you very much, Mariannhan, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 Mariannhan,

My name is Romi, and I will be in charge of your case from now on. I would now like to invite the GGBet Casino representative into this conversation.

GGBet Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Romi

Hello Romi, it's very nice of you to take on my case.

And I’m excited about what’s to come.

Thanks in advance

Hallo Romi,das ist sehr lieb das sie sich meinen Fall annehmen.

Und bin gespannt auf den weiteren Werdegang.

Vielen Dank im voraus

Dear Mariannhan,

The transactions are currently stuck with the payment provider. We are observing several such cases at the moment and cannot cancel or expedite the transaction, as the funds have been successfully sent from our side. There are two possible solutions:

1. Wait for the final status of the transaction. Unfortunately, we cannot provide exact timeframes, as the issue is not on our end.
2. We can credit the amount that is currently being processed back to your gaming account. You can then withdraw this amount using an alternative payment method, not via bank transfer. For this, you will need to contact our customer support so we can disable any fees that may appear in the cashbox section. Please note that any active bonus will be forfeited upon withdrawal in accordance with the bonus terms and conditions. We will deduct the amount of the original transaction later, either when it is credited back to your gaming account or when the original transaction is successfully completed and the funds are credited to your payment method to avoid double crediting.

Please let us know which option you prefer.

Best regards,

GG.BET

I'll take the second option. Thank you

Ich nehme die 2. Variante. Dankeschön

Hello! We have made the necessary request to the department. Please wait for the amount to be credited to your gaming account. Once you receive the amount, please contact customer support and our colleagues will provide further instructions. It's important to note that you should use an alternative method to avoid further delays.

Thank you for your patience.

Hello Mariannhan,

could you provide an update on your case, please.

Greetings,

Romi

Dear Mariannhan,

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.

Dear all,

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.

Kind regards,

Romi