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Dear PAVEL92,

Thank you very much for submitting your complaint. Please allow me to ask you a few questions so I can understand the whole situation completely.

• If I understand correctly, the withdrawals shown in your withdrawal history have been cancelled and are no longer pending or awaiting approval. Is that correct?
• Have you experienced such a situation with this casino before?
• How long have the withdrawal methods been unavailable in your account?

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

Karla M.

Dear PAVEL92,

Thank you very much for your detailed clarification and for providing the screenshots.

I would like to clarify two additional points:

• Were the funds included in your two pending withdrawals accumulated through casino games, sports betting, or both?
• Since your KYC and SOW verification were successfully completed, has the casino informed you that your account or withdrawals are undergoing any additional security, payment, or compliance review?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Thank you for approving my previous reply.

1. Funds origin - CASINO only:

All 28000.90 PLN was won in casino slots (Diamentowa Liga - I have 10458/15000 points, 601337 coins, rank 236 as per screenshot 18/08 22:10). No sports bets. The 25 free spins was expired on 17/08.

2. Was I informed about additional verification after KYC/SOW was marked as completed on 14.08?

YES, but only in live chat and with contradictory information, no official email:

- 14/08: Received "Verification completed successfully! You can now use the full GG.BET offer and submit withdrawal requests." (screenshot 18/08 09:14). KYC section disappeared.

- 18/08 00:28 (screenshot with Kamil) - Agent Kamil says: "At this point, please wait for verification from the security department."

- 18/08 22:07-22:10 (screenshot with Marta) - Agent Marta says: "the finance department will not review the transaction" and "the transaction is at the stage of confirmation on our part... procedures necessary to maintain regulatory standards"

- 18/08 22:15 (previous screenshot) - Same Marta: "I do not share confidential information"

- Withdrawal methods became empty and shows "Feature unavailable - You cannot currently use this feature" since 12/08 (screenshot 18/08 09:46).

No email from security@gg.bet - it bounces 550 5.1.1, support@gg.bet no reply since 18/08

So after KYC/SOW was completed, they put account again under "security department" and "financial department" verification without any timeline.

Account ID 74959718, balance 28000.90 PLN, both withdrawals still New since 12/08/2026.

Best regards,

PAVEL92

Thank you for approving my previous reply.

1. Funds origin - CASINO only:

All 28000.90 PLN was won in casino slots (Diamentowa Liga - I have 10458/15000 points, 601337 coins, rank 236 as per screenshot 18.08 22:10). No sports bets. The 25 free spins was expired on 17.08.

2. Was I informed about additional verification after KYC/SOW was marked as completed on 14.08?

YES, but only in live chat and with contradictory information, no official email:

- 14.08: Received "Weryfikacja została zakończona pomyślnie! Możesz teraz korzystać z pełnej oferty GG.BET i przesyłać żądania wypłaty." (screenshot 18.08 09:14). KYC section disappeared.

- 18.08 00:28 (screenshot with Kamil) - Agent Kamil says: "W tym momencie proszę czekać na weryfikacje ze strony działu bezpieczeństwa."

- 18.08 22:07-22:10 (screenshot with Marta) - Agent Marta says: "dział finansowy nie sprawdzi transakcji" and "transakcja znajduje się na etapie potwierdzenia z naszej strony... procedury niezbędne do zachowania standardów regulacyjnych"

- 18.08 22:15 (previous screenshot) - Same Marta: "nie udostępniam informacji poufnych"

- Withdrawal methods became empty and shows "Funkcja niedostępna - Aktualnie nie możesz użyć tej funkcji" since 12.08 (screenshot 18.08 09:46).

No email from security@gg.bet - it bounces 550 5.1.1, support@gg.bet no reply since 18.08.

So after KYC/SOW was completed, they put account again under "security department" and "financial department" verification without any timeline.

Account ID 74959718, balance 28000.90 PLN, both withdrawals still Nowa since 12.08.2026.

Best regards,

PAVEL92

Dear PAVEL92,

Thank you for the detailed information provided.

Could you please send us any communication you have had with the casino regarding your pending withdrawals, including emails, live chat conversations, or any other messages you have received from the casino concerning the withdrawals or the additional security/financial review?

Screenshots or forwarded copies of the communication would be greatly appreciated.

Thank you very much in advance for your cooperation.

Karla M.

Dear Karla M.,

Thank you for your message 2 Sept.

Please find attached all correspondence I have regarding my 2 pending withdrawals from GG.BET Casino, account ID 74959718 / pashank***, balance 28000.90 PLN:

Withdrawal 1: ae324ce5-9023-4b50-aad9-60ec399a671a - PLN 7,000 - New since 12/08/2026 02:20

Withdrawal 2: 6f1f0148-a024-4b7e-8cde-2c080813d1a4 - 21000 PLN - New since 12/08/2026 02:20

Total pending: 28000.90 PLN - now 21 days pending.

CHRONOLOGY with screenshots attached (1-6, time in the screenshots is Warsaw time, Safari top bar 14:08-14:14 on 2 Sept shows when I captured them):

1. 14/08/2026 - Verification completed: "Verification completed successfully! You can now use the full GG.BET offer and submit withdrawal requests." KYC section disappeared. No active bonus.

2. 17/08/2026 21:18 UTC - Bonus 25 free spins expired. Confirmed by support on screenshot 2: "There was a 25 fs bonus, but it expired on 17/08/2026 at 21:18 (UTC)." So balance is real money only. I played casino slots (Diamentowa Liga 10458/15000, 601337 coins).

3. Since 12/08/2026 - Withdrawal methods are empty and Kasa shows "Function unavailable" / methods empty. Visible on all 6 screenshots in the chat window: "25 lottery tickets bonus does not disappear, withdrawal methods empty" and "bonus disappear)ok)but withdrawal methods still empty".

4. 18/08/2026 00:14-00:28 - Live chat. Agent says: "Please wait, the security department is now checking your account, after this verification you will be able to withdraw" and "At this point, please wait for verification from the security department."

5. 18/08/2026 21:55-22:10 - Live chat, my escalation: "Good morning, please escalate. Applications ae324ce5 and 6f1f0148 New from 12/08, verification completed successfully on 14/08, KYC disappeared, bonus expired on 17/08 21:18 UTC, withdrawal methods empty. Please forward to the payments department. ID 74959718"

Agent reply: "Hello. Please wait while I clarify the information in your question." and "Thank you for waiting. I need a few more minutes until the finance department reviews the transaction." and "As I see, the transaction is currently being confirmed on our end... The processing time for withdrawal requests varies depending on procedures necessary to maintain regulatory standards, as well as the company's internal policies."

6. 18/08/2026 22:13-22:15 - My specific question: "Please be specific: at what stage are transactions ae324ce5 (PLN 7,000) and 6f1f0148 (PLN 21,000) from August 12? The withdrawal methods are empty, the status is New for 6 days. Verification completed on August 14. Please provide the report number for the financial department."

Agent reply: "Unfortunately, I do not share confidential information; I have provided all the current information" and "If I can be of any further assistance, please let me know."

7. Emails - security@gg.bet and upport@gg.bet bounce 550 5.1.1 The email account does not exist, p upport@gg.bet no reply since 18/08

Summary: After KYC/SOW was marked completed on 14/08 and bonus expired 17/08, casino first says "security department verification", then "financial department check", then "confirmation stage / regulatory standards", and finally refuses to provide any ticket number, saying "confidential information". No official email about additional verification was ever sent.

I am attaching 6 screenshots as proof in chronological order.

Thank you for your help.

Best regards,

PAVEL92 / ID 74959718

Dear Karla M.,

Thank you for your message 2 Sept.

Please find attached all correspondence I have regarding my 2 pending withdrawals from GG.BET Casino, account ID 74959718 / pashank***, balance 28000.90 PLN:

Withdrawal 1: ae324ce5-9023-4b50-aad9-60ec399a671a - 7000 PLN - Nowa since 12.08.2026 02:20

Withdrawal 2: 6f1f0148-a024-4b7e-8cde-2c080813d1a4 - 21000 PLN - Nowa since 12.08.2026 02:20

Total pending: 28000.90 PLN - now 21 days pending.

CHRONOLOGY with screenshots attached (1-6, time in the screenshots is Warsaw time, Safari top bar 14:08-14:14 on 2 Sept shows when I captured them):

1. 14.08.2026 - Verification completed: "Weryfikacja została zakończona pomyślnie! Możesz teraz korzystać z pełnej oferty GG.BET i przesyłać żądania wypłaty." KYC section disappeared. No active bonus.

2. 17.08.2026 21:18 UTC - Bonus 25 free spins expired. Confirmed by support on screenshot 2: "Był bonus 25 fs, jednak stracił ważność dnia 17-08-2026 godzina 21:18 (UTC)." So balance is real money only. I played casino slots (Diamentowa Liga 10458/15000, 601337 coins).

3. Since 12.08.2026 - Withdrawal methods are empty and Kasa shows "Funkcja niedostępna" / methods empty. Visible on all 6 screenshots in the chat window: "Bonus 25 losów nie znika, metody wypłaty puste" and "bonus znik)ok)tylko nadal metody wypłaty puste".

4. 18.08.2026 00:14-00:28 - Live chat. Agent says: "Proszę czekać, teraz dział bezpieczeństwa sprawdza Pana konto, po tej weryfikacji zmoże Pan wypłacić" and "W tym momencie proszę czekać na weryfikacje ze strony działu bezpieczeństwa."

5. 18.08.2026 21:55-22:10 - Live chat, my escalation: "Dzień dobry, proszę o eskalację. Wnioski ae324ce5 i 6f1f0148 Nowa od 12.08, weryfikacja zakończona pomyślnie 14.08, KYC zniknął, bonus wygasł 17.08 21:18 UTC, metody wypłaty puste. Proszę o przekazanie do działu płatności. ID 74959718"

  Agent reply: "Witam. Proszę oczekiwać, wyjaśniam informacje w Pana pytaniu." and "Dziękuję za czekanie. Potrzebuję jeszcze kilku minut, dopóki dział finansowy nie sprawdzi transakcji." and "Jak widzę, transakcja znajduje się na etapie potwierdzenia z naszej strony... Terminy rozpatrywania wniosków o wypłatę różnią się w zależności od procedur niezbędnych do zachowania standardów regulacyjnych, a także od wewnętrznych regulaminów firmy."

6. 18.08.2026 22:13-22:15 - My specific question: "Proszę o konkret: na jakim etapie są transakcje ae324ce5 (7000 PLN) i 6f1f0148 (21000 PLN) z 12.08? Metody wypłat są puste, status Nowa od 6 dni. Weryfikacja zakończona 14.08. Proszę o numer zgłoszenia do działu finansowego."

  Agent reply: "Niestety, nie udostępniam informacji poufnych; przekazałam wszystkie aktualne na ten moment informacje" and "Jeśli mogę jeszcze w czymś pomóc, proszę dać znać."

7. Emails - security@gg.bet and upport@gg.bet bounce 550 5.1.1 The email account does not exist, support@gg.bet no reply since 18.08.

Summary: After KYC/SOW was marked completed on 14.08 and bonus expired 17.08, casino first says "security department verification", then "financial department check", then "confirmation stage / regulatory standards", and finally refuses to provide any ticket number, saying "confidential information". No official email about additional verification was ever sent.

I am attaching 6 screenshots as proof in chronological order.

Thank you for your help.

Best regards,

PAVEL92 / ID 74959718

Dear PAVEL92,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya,( munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear PAVEL92

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from GG.BET Casino to join this discussion and provide their comments regarding the matter.

Dear GG.BET Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.