GG.BET Casino - Povlačenje igrača je odloženo zbog problema sa identifikacijom.

Considering the date of issue indicated on the document, it has expired for more than a year, since the 15-year period you mentioned has passed.

My identity is legal in Greece and they don't accept it.

Considering the date of issue indicated on the document, it has expired for more than a year, since the 15-year period you mentioned has passed.

Η ταυτοτητα μου ειναι νομιμη στην ελλαδα και δεν τη δεχονται

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 manos654,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re having with the verification of your identity.

To understand your situation better, could you please clarify a few details?

• Which specific document did the casino reject (ID card, passport, residence permit, etc.)?
• Did the casino explain why they consider it expired, even though it is still legally valid in Greece?
• Have you already sent them additional documents or a second ID?
• Could you also let me know what exactly the casino requested from you during the verification process?
• If you have any screenshots or emails showing the casino’s explanation, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Identity, I don't know why the casino considers it expired since it is in Greece, it is legally valid, I have neither a passport nor a diploma, I don't drive nor travel to send them another document

Ταυτοτητα, δεν γνωριζω γιατι το θεωρει το casino ληγμενο εφοσον ειναι στην ελλαδα ισχυει νομικα, δεν εχω ουτε διαβατηριο ουτε δηπλωμα δεν οδηγω ουτε ταξιδευω για να τους στεειλω αλλο εγγραφο

Hi manos654,

Thank you for the clarification.

To better understand the situation and verify what the casino is referring to, could you please send me a copy of the ID you submitted to them? You can forward it directly to petronela.k@casino.guru.

Once I have the document, I’ll be able to review it and determine the next steps.

Thank you in advance.

I sent you the ID.

Σας εστειλα τη ταυτοτητα

Hi manos654,

Thank you for sending over your ID. I’ve reviewed the details and also checked an online source regarding Greek ID validity: AFP Factcheck article.

According to Greek regulations, standard ID cards are valid for 15 years from the date of issue. Since your ID was issued on 4 September 2009, it would have expired on 4 September 2024. That’s why the casino is unable to accept it for verification purposes, even though it is technically a legal document in Greece.

• If you have any additional documents or official information showing that your ID is still considered valid beyond that period, please feel free to share them with us. We can then review the details and see if there’s any way to assist further.

Thank you.

"Hello,

Thank you for the update. Unfortunately I do not have any other document at the moment. The Greek ID card I sent you is still a legal document according to the Greek authorities. I would like to ask if there is an alternative way of verification or any additional document that I can provide to complete the process.

Thank you very much."

«Γεια σας,

Σας ευχαριστώ για την ενημέρωση. Δυστυχώς δεν διαθέτω άλλο έγγραφο αυτή τη στιγμή. Η ελληνική ταυτότητα που σας έστειλα εξακολουθεί να είναι νόμιμο έγγραφο σύμφωνα με τις ελληνικές αρχές. Θα ήθελα να ρωτήσω αν υπάρχει εναλλακτικός τρόπος επαλήθευσης ή κάποιο πρόσθετο έγγραφο που μπορώ να προσκομίσω ώστε να ολοκληρωθεί η διαδικασία.

Ευχαριστώ πολύ.»

Hi manos654,

Thank you for your message.

I understand your situation, but since the ID you provided is already past the 15-year validity period, most online casinos will not be able to accept it for verification. Even though it is still considered a legal document within Greece for certain domestic purposes, gambling operators must follow stricter international KYC requirements, which is why this issue is appearing.

• Would you be willing to renew your ID?

This would be the most reliable solution, and it would prevent similar problems with other casinos in the future — because sooner or later, you are likely to face the same verification obstacles elsewhere as well.

If you manage to obtain a renewed ID or any other valid identity document, please feel free to share it with us, and we will be happy to continue helping you.

Thank you for your understanding.

You informed me that my ID is expired.

Before I submit any new documents, I need a clear confirmation of the following:

What exact documents do you require?

How long does the verification process take once the documents are submitted?

Will my account be unfrozen immediately after verification?

Will my withdrawal request be processed right after the verification?

I need this information in writing before sending any new personal documents.

Please provide a clear and official response so I can proceed.

Thank you.

Hi manos654,

Thank you very much for your message.

I understand why you would like to receive clear answers before submitting any new documents. However, please note that I cannot guarantee any of the points you listed. The verification process is entirely under the casino’s control, and only the casino can confirm which documents they will accept, how long their internal checks will take, and when your account will be unfrozen or your withdrawal processed.

What I can say is the following:

• Once you submit a valid and up-to-date identity document, the casino will review it and inform you directly about the outcome.
• If everything is in order with your renewed ID and there are no other issues on the account, there should be no problem completing the verification and releasing your winnings afterward.

My role is to assist the communication and ensure the process is handled correctly, but the decisions regarding document requirements and account actions belong solely to the casino.

If you obtain a new valid ID, please feel free to share it with Casino so that we can continue with the case.

Thank you for your understanding.

Dear manos654,

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.

Everything is fine, they paid me!

ολα οκ με πληρωσαν !

Dear manos654,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru