GG.BET Casino - Igrač veruje da je njegova isplata odložena.

I am filing a complaint against GG.BET regarding unjustified delays with my withdrawals. I am a regular, verified user of this platform. Recently, I requested withdrawals of my balance. However, the casino has put my payouts on hold and is refusing to process them.

When I contacted the live chat support, the agent informed me that my transactions are undergoing 'internal checks' by relevant specialists, citing rule 8.3.1. When I asked for a specific timeframe or a concrete reason for these checks, the support repeatedly provided me with generic, copy-pasted responses, stating only that I 'just need to wait for the final status in my profile' and that they have no timeframes.

In my latest conversation, when I pressed for an update, the agent literally told me: 'You have the right to post your complaints on other platforms, we’ve no right to stop you.' After this defensive statement, I gave them a final deadline until tonight to process my funds and ended the chat.

It is completely unacceptable for a casino to hold a player's funds indefinitely without providing any explanation, proof of wrongdoing, or even an estimated processing time. This is a clear stalling tactic designed to make players cancel their withdrawals. Furthermore, under the new LOK regulatory framework in Curaçao, casinos are held to much stricter standards regarding player protection and transparent dispute resolution, which GG.BET is currently violating.

I have fully documented the entire communication. I am attaching the screenshots of the live chat proving their refusal to provide a timeframe and their defensive stance.

I kindly ask the Casino Guru team to intervene, contact the casino management, and help me get my funds released.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear baranaiko,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

okay, I will keep you updated. Thanks for your quick response

Dear baranaiko,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear baranaiko,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru