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Date: December 14

I am submitting a dispute regarding GG.BET’s failure to process my withdrawal request in a reasonable timeframe and their refusal to provide a clear explanation.

I initiated a withdrawal on November 29. It has now been 15 days, and GG.BET has still not released my funds. My account has been fully verified for a long time, and I have previously deposited and withdrawn multiple times without any issues. GG.BET has not requested any new documents, nor have they indicated any problem with my account or the transaction. Instead, I receive the same vague, repetitive replies claiming:

The withdrawal is "being processed."

They cannot provide a timeframe.

"Technical checks" or "irregular intervals" are causing delays.

Some withdrawals can take "more than a few weeks."

These explanations do not appear anywhere in GG.BET’s official Terms & Conditions or Withdrawal Policy, which I reviewed in detail. Their published rules only require:

audited payments,

completed account verification,

ID verification for withdrawals over $1,000,

and no fraudulent activity.

I meet all requirements.

GG.BET has not identified any issue, has not requested further verification, and has not provided a legitimate reason for the prolonged delay.

At this point, the 15-day withholding of my funds — combined with contradictory, non-transparent replies — appears unprofessional and potentially intentional. I am seeking third-party assistance to resolve this matter and ensure my withdrawal is processed promptly.

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Dear AlVaillancourt,

Thank you very much for submitting your complaint.

I’m sorry to hear about the prolonged delay in processing your withdrawal and the lack of a clear explanation from the casino.

To assess whether the timeframe and the casino’s handling of your withdrawal are in line with their stated rules and standard industry practices, I would like to clarify a few specific points:

• What was the exact amount of the withdrawal you requested on November 29, and which payment method did you use?
• Was this withdrawal marked as "pending," "processing," or given another status in your account, and has that status changed at any point?

Your cooperation in providing these details will help us investigate and work towards a resolution. With a clear timeline and supporting communication, we can approach the casino with specific questions regarding the delay and the absence of a stated timeframe in their policies.

Please feel free to forward any relevant correspondence or screenshots 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 Petronela,

Thank you very much for taking the time to look into this case. The exact withdrawal amount is 1032.61 via Interac e-transfer. The status is pending and has never changed. I’ve attached a screenshot for you

Hi AlVaillancourt,

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, Martina (martina.b@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.

Dear AlVaillancourt,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite GGBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello everyone,

Thank you for giving us the opportunity to respond to the mentioned complaint. First of all, we would like to express that we are sincerely sorry that your experience did not meet expectations. Currently, one of your transactions is still being processed, and we are awaiting its completion as soon as possible.

Withdrawal times depend on several factors, including necessary checks to comply with regulatory standards and internal security procedures. Our finance department makes every effort to process requests as quickly as possible. The exact confirmation period cannot be specified, but the finance team will confirm the transaction immediately once it is ready.

We would also like to note that previous transactions have been successfully processed and credited to your account multiple times, so there is no reason to doubt the integrity of our platform. One of the earlier transactions was automatically canceled due to a discrepancy between the requested withdrawal amount and the available account balance. Therefore, we recommend waiting until the full withdrawal is completed.

We remain available here and in the live support chat until your funds are fully processed and this complaint is resolved.

Dear GGBet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Thank you for allowing me to respond.

I appreciate GG.BET’s acknowledgment of the complaint, but their statement still fails to address the core issue: an unreasonably prolonged withdrawal with no concrete explanation, no timeline, and contradictory information provided to me throughout the process.

1. "Being processed" vs. actual status

GG.BET repeatedly states that the withdrawal is "being processed." However, on December 16, live support explicitly informed me that the withdrawal was still in "new" status, meaning it had not entered active processing at all.

This directly contradicts the claim that the transaction has been under active review.

This contradiction has never been addressed.

2. Rule-based justification remains vague

GG.BET again references "regulatory standards and internal security procedures," but still does not explain:

• what specific check is being performed,

• why this withdrawal triggered it,

• or why no additional documents were requested if checks were required.

Citing internal rules without applying them to the facts of this case does not constitute transparency.

3. Length of delay remains unreasonable

The withdrawal was initiated on November 29.

As of today, the delay has exceeded two weeks.

While Rule 8.3.1 allows for variable processing times, it does not justify indefinite delays, nor does it explain why a withdrawal would remain idle for such an extended period without escalation, clarification, or action.

4. Prior successful withdrawals are not in dispute

GG.BET notes that previous withdrawals were successful. I agree — and that is precisely why this delay is concerning.

A history of successful withdrawals does not justify:

• the current prolonged delay,

• inconsistent explanations,

• or the absence of a timeframe.

If anything, my history should support faster resolution, not prolonged uncertainty.

5. Mention of a previously canceled transaction is irrelevant

GG.BET references an earlier transaction that was canceled due to a balance discrepancy. That transaction was resolved and is not the subject of this complaint.

The current dispute concerns a separate withdrawal that remains unpaid. Introducing unrelated past events does not explain the present delay.

6. Core issue remains unresolved

To summarize, the unresolved issues are:

• A withdrawal outstanding since November 29

• Conflicting information about whether processing has even begun

• No clear explanation tied to specific checks

• No timeframe provided

• Repeated reliance on vague internal procedures

I am not alleging bad faith. I am requesting reasonable, transparent handling of my funds, which has not yet occurred.

I respectfully request that mediation encourage GG.BET to:

1. Confirm whether the withdrawal has entered active processing

2. Identify any specific check currently preventing release

3. Provide a reasonable timeframe for completion

4. Process and release the withdrawal promptly if no issue exists

I remain willing to resolve this amicably and appreciate the mediator’s assistance in bringing clarity and closure to this matter.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AlVaillancourt,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina