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They have never refused to pay me, but I have been trying to withdraw 902.00 MXN since September 8th, which just 1 day before the end of their 5 business day withdrawal period, it is canceled and they tell me that it could not be done due to technical failures and that I have to request it again, I send it again and on the fourth day it is canceled again and this is how they have been since September 8th, waiting for me to spend the money rebetting it.

Nunca se han negado a pagarme, pero llevo desde el dia 8 de septiembre intentando retirar 902.00 mxn los cuales justo 1 dia antes de terminar su plazo de 5 días hábiles para el retiro, se cancela y me dicen que no pudo realizarse por fallas técnicas y que tengo que solicitarlo de nuevo, lo vuelvo a mandar y al cuarto dia otra vez se cancela y así me traen desde el 8 de septiembre, esperando que me gaste el dinero reapostandolo

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Hello,

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

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time.

Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• After you attempted to withdraw using crypto, have you received any explanation why your payout was canceled?
• Have you used crypto for deposits or withdrawals in this online casino previously?
• Was your account verified successfully in the past?

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

Best regards,

Tomas

My account is verified but my withdrawal is not approved by cryptocurrency or any other payment method.

Mi cuenta está verificada pero no por criptomonedas ni por ninguna metodo de pago aprueban mi retiro

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Well, I still haven't received the money.

Pues sigue sin llegarme el dinero

Dear Jonathan7766,

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.

The waiting time to receive my funds has already expired for the 4th time and I still haven't received them. They already canceled the 4th withdrawal attempt and told me that it was canceled because some of the information was incorrect. I checked and nothing is wrong, everything is correct. They are just holding my funds so that I can play them again and lose.

Ya se volvió a vencer por 4ta vez el tiempo de espera para recibir mis fondos y sigo sin resivirlos ya cancelaron el 4 intento de retiro y me salieron con que se canceló porque alguno de los datos era erróneo, revisé y nada está mal todo esta correcto, solo retienen mis fondos para que me arte y los vuelva a jugar y pierda

Dear Jonathan7766,

I completely understand how frustrating this must be for you, and I sincerely sorry for the inconvenience.

Dear GGBet Casino Team,

Could you kindly clarify which specific details on the player’s documents are considered incorrect? This will help him provide the corrected and sufficient documents promptly.

Thank you very much for your cooperation.

Dear all,

We have carefully reviewed the information regarding this case and would like to provide clarification:

at the moment, the user has an active withdrawal request which is in the status "Processing". Please note that once a withdrawal reaches this stage, it can take up to 5 business days to be completed. We kindly ask you to allow this timeframe for the funds to be successfully credited.

Regarding the previous withdrawal request, it was canceled because the user entered incorrect details. Since this process is handled entirely by our finance department, we do not receive specific information about which exact field was filled in incorrectly. However, we strongly recommend always double-checking the data entered when submitting withdrawal requests to avoid such issues in the future.

As for other withdrawal attempts, as previously communicated by our support team, some of them were affected by technical errors. In addition, one request was canceled due to insufficient balance on the account - this occurred because while the withdrawal was pending, part of the funds were used for gameplay, which automatically caused the cancellation.

In summary, we kindly ask the user to wait for the current withdrawal request in "Processing" status to be finalized. Rest assured that the funds will be received once all standard procedures are completed.

Thank you for your patience and understanding.

Best regards,

GG.BET Team

All withdrawals have been for the same amount and with the same information and whenever I make them I always ask them if everything is okay and they tell me that if they wanted to they would have sent my money a long time ago.

todos los retiros han sido por la misma cantidad y con la misma información y siempre en cuanto lo realizo les pregunto que si todo está bien y me dicen que si si quisieran ya hubieran mandado mi dinero desde hace mucho

Dear Jonathan7766,

I totally understand how frustrated it must makes you feel.

I was wondering if the financial department have sent you some more information regarding the fields that were filled in incorrectly.

If there was no information about that, I suggest we wait for the withdrawal to finalize, however I understand that it´ s not ideal solution.

Please keep me updated about changes. Thank you

I asked them for the information that according to them was wrong but they never wanted to tell me, I can send you a transcript of the chat I had with them where they can never answer me that and they only tell me to request it again and to wait patiently after almost a month they want me to remain patient

Les pedí la información que según ellos era errónea pero nunca me quisieron decir, le puedo mandar transcripción del chat que tuve con ellos donde jamás me pueden contestar eso y solo me dicen que lo vuelva a solicitar y que espere pacientemente después de casi un mes quieren que siga paciente

Dear Jonathan7766,

I can imagine how frustrated you must be..

Yes , please feel free to send me the transcript of the chat .

In a meanwhile, we will wait..Thank you for being so patient!

I send them here or wherever

Los envío por aqui o a donde

Dear Jonathan7766,

you can sent it here or to martina.b@casino.guru

Can you please give us an update? Have you received your withdrawals?

I am so sorry to hear that Jonathan7766.

Can you please try to use another payment method and let me know, how it turned out.

Thank you

Finally after a month I am satisfied, thank you.

Por fin después de un mes quedo gracias

Dear Jonathan7766,

Wonderful! I'm so glad to hear that your money has arrived! I'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 https://www.trustpilot.com/evaluate/casino.guru. 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.