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Hi there ,

unfortunately I have to use your help again. I have on November 1st Played with a bonus at Casino GGBet. After the bonus was played, I cashed out my winnings of € 1000. Since that day I have been trying to verify my account. I have already sent a lot of documents as photos or scanned with and without a selfie, either I get a request again, which keeps asking for the same thing or I should be patient because the support is not allowed to open my documents. I don't know what to do.

Please help me.

Roswitha

Hallo ,

leider muß ich Euere Hilfe schon wieder in Anspruch nehmen. Ich habe am 1.11. im Casino GGBet mit Bonus gespielt. Nachdem der Bonus abgespielt war habe ich meinen Gewinn von 1000 € zur Auszahlung gebracht. Seit diesem Tag versuche ich mein Konto zu verifizieren. Ich habe schon sehr viele Dokumente als Foto oder gescannt mit und ohne Selfie gesendet, entweder bekomme ich wieder Eine Aufforderung , welche immer wieder dasselbe verlangt oder ich soll Geduld haben da der Support meine Dokumente nicht öffnen darf.Ich weiß mir keinen Rat mehr.

Bitte helft mir.

Roswitha

Dear Roswitha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Have you deposited any funds into your account or your winnings have been accumulated from a Free/No Deposit bonus?

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,

I was always sent a wide variety of requests. I was never told what was wrong with my documents. This has been going on for 14 days now.

I have made several deposits at this casino. This is the first time I've made a profit and now these problems.

I can gladly provide you with everything. I have already forwarded emails to your colleague Kristina. In addition, all these documents were immediately recognized in other casinos.

Many greetings

Roswitha

Hallo Petronela,

mir wurden immer die unterschiedlichsten Anforderungen geschickt. Man hat mir nie mitgeteilt was falsch an meinen Dokumenten ist. Das geht jetzt schon 14 Tage so.

Ich habe schon mehrfach in diesem Casino eingezahlt. Jetzt habe ich das erste Mal einen Gewinn gemacht und nun diese Probleme.

Ich kann Ihnen gerne alles zur verfügung stellen. Ich habe bereits Mails an Ihre Kollegin Kristina weitergeleitet. Außerdem wurden alle diese Dokumente in anderen Casinos sofort anerkannt.

Viele Grüße

Roswitha

Thank you very much, Roswitha, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Roswitha,

I have looked at your case and understand the situation. I will contact the casino and see if I can help with this one. I would like to invite GG. BET Casino to the conversation to participate in the resolution of this complaint.

Hello!

Thank you for contacting us.

I would like to point out that the photos you sent didn't meet all the criteria. I’m sure you’ve been informed, and I understand you’ve already sent out the new photos with all the changes we mentioned in the letter, correct?

Hello to the casino,

I've been waiting since October 1st. on my certification. During this time I received emails with a wide variety of requirements, sometimes I should send photos, sometimes I should scan or send screenshots. I didn't know what to send anymore, it was always wrong. On October 15, I finally got the right advice to photograph my ID and bank card together next to my face and both documents again without my face. I did that on October 15th. sent, whereby I had scanned my documents together, was wrong again, this time it should only be photos. I sent the whole thing to you again today.

Now nothing should stand in the way of my early payment. I hope I get my money this week.

Roswitha

Hallo an das Casino,

ich warte nun schon seit dem 1.10. auf meine Zertifizierung. In dieser Zeit bekam ich Mails mit den unterschiedlichsten Anforderungen, mal sollte ich Fotos schicken, mal sollte ich scannen oder Screenshot senden. Ich wußte schon nicht mehr was ich schicken sollte, immer war es falsch. Am 15.10 bekam ich dann endlich den richtigen Hinweis, da sollte ich meinen Ausweis und die Bankkarte zusammen neben meinem Gesicht fotografieren und beide Dokumente nochmal ohne mein Gesicht. Das habe ich dann am 15.10. geschickt, wobei ich meine Dokumente zusammen gescannt hatte, war wieder falsch , diesmal sollten es nur Fotos sein. Das ganze habe ich heute nochmal an Sie geschickt.

Nun dürfte meiner baldigen Auszahlung nichts mehr im Wege stehen. Ich hoffe das ich mein Geld noch in dieser Woche bekomme.

Roswitha

Hi Peter,

11 days have passed again and no result yet. After I had sent all the required documents again, I was asked to send the scanned documents again. Now I took another photo of myself and ID and bank card and sent the scanned documents. Nothing happens. I have been waiting a total of 26 days. The casino wants to delay or prevent the withdrawal. I will now send you all the documents so that you can form an opinion about the quality. This is the state.

Roswitha

Hallo Peter,

es sind schon wieder 11 Tage vergangen und noch kein Ergebnis. Nachdem ich nochmals alle geforderten Dokumente geschickt hatte kam eine Aufforderung ,jetzt wieder die gescannten Dokumente zu schicken. Nun habe ich nochmal ein Foto von mir und Ausweis und Bankkarte gemacht und die gescannten Dokumente Dokumente geschickt. Es tut sich nichts. Insgesamt warte ich jetzt 26 Tage. Das Casino will damit die Auszahlung hinauszögern oder verhindern. Ich werde Ihnen jetzt alle Dokumente schicken damit Sie sich eine Meinung über die Qualität bilden können. Das ist der Stand.

Roswitha

Hello there, everyone!

We have received information from our verification department that you are sending photos without taking into account our comments to them.

You take a separate photo with a document, a card, a selfie with a document and so on, sometimes even with a document that completely covers your face.

We need one photo with the front of your document with the card you used, and the second photo is a selfie with the front of the document and the card. The document and the card must not overlap your face or each other.

I have broadcast exactly what you are now describing several times. The last time was on October 25th at 6.47pm. I have the impression that you will not get all of the photos from support. Maybe I should send this to you directly. But for that I needed an email address. I am now sending this mail to Peter from GURU.

Genau das was Sie jetzt beschreiben , habe ich mehrfach gesendet. Das letzte Mal am 25.10 um18.47 Uhr. Ich habe den Eindruck , dass Sie nicht alle Fotos vom Support bekommen. Vielleicht sollte ich diese direkt an Sie schicken. Dafür brauchte ich aber eine Mailadresse. Icch schicke diese Mail jetzt an Peter von GURU.

Thank you Roswitha for the email.

Dear GGBet Casino,

What document exactly are we talking about? Roswitha sent me three pictures, one is a scan of the front page of her ID card and payment card where all information is clearly visible. The second picture is a selfie with the bank card and ID and the third is a photo of her bank card and her ID. All pictures are of good quality and everything is visible. Please elaborate on what's wrong with the pictures. Is it because the cards are too close to her face?

Hello!

The account was successfully verified on October 27.

Roswitha now has full access to the account.

Thank you GGBet Casino team for the update.

Dear Roswitha,

Can we consider the issue resolved?

Hi there,

Many thanks to the casino, it finally worked and my 2nd installment of € 250 was transferred today. I hope it works the same with the other 2 installments.

I would especially like to thank the Guru team, especially Peter. As always, your support has been exemplary. Thanks.

Best greetings

Roswitha

Hallo,

vielen Dank an das Casino, endlich hat es geklappt und meine 2. Rate von 250 € wurde heute überwiesen. Ich hoffe das es mit den anderen 2 Raten genauso funktioniert.

Besonders möchte ich aber dem Team von Guru, insbesondere Peter, danken. Wie immer war Euere Unterstützung vorbildlich. Danke.

Die besten Grüße

Roswitha

Hi Roswitha,

Thank you for the update and kind words. Please let me know when you receive the rest of your winnings.

Hi Peter,

my money is paid in full. That worked well. Thanks again to you for your very good support.

Roswitha

Hallo Peter,

mein Geld ist vollständig ausgezahlt. Das hat gut funktioniert. Nochmals vielen Dank an Euch für die sehr gute Unterstützung.

Roswitha

Thank you, Roswitha.

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you again for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter