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Most withdrawal options are not available for Swiss players. It is not possible to withdraw 12'000 EUR at once. The payouts are always processed in 400 EUR increments (i.e. 30 transactions of 400 EUR each). 3 withdrawals were "in process" for almost 1 week and then canceled by the casino. You can't give me any reason other than "it's for technical reasons".

A new payout attempt is now in progress.

Support recommends withdrawing EUR 600 every day (i.e. withdrawing EUR 600 for 20 days).

If this doesn't work again, I urgently ask for your help.

Payout option: Mastercard

There must be precise reasons why a transaction is cancelled.

I'll leave the complaint open here until the problem is resolved. I am concerned that the amount will not be paid out.

An active bonus has long since disappeared, so that can't be the reason.

Thank you very much for your help.

With kind regards

Alec F***

Die meisten Auszahlungsoptionen sind für Schweizer Spieler nicht verfügbar. Es ist nicht möglich 12'000 EUR auf einmal auszuzahlen. Die Auszahlungen werden immer in 400 EUR Schritten bearbeitet (also 30 Transaktionen à 400 EUR). 3 Auszahlungen waren fast 1 Woche "in Bearbeitung" und wurden dann vom Casino storniert. Sie können mir keinen Grund nennen, ausser "es handelt sich um technische Gründe".

Es ist nun ein neuer Auszahlungsversuch in Bearbeitung.

Der Support empfiehlt 600 EUR jeden Tag auszuzahlen (also 20 Tage lang 600 EUR auszahlen).

Wenn dies wieder nicht klappt, bitte ich Sie dringend um Hilfe.

Auszahlungsoption: Mastercard

Es muss doch genaue Gründe geben, warum eine Transaktion storniert wird.

Ich lasse die Beschwerde hier solange offen, bis das Problem gelöst wurde. Ich mache mir Sorgen, dass der Betrag nicht ausbezahlt wird.

Ein aktiver Bonus ist schon lange nicht mehr vorhanden, daran kann es also nicht liegen.

Besten Dank für Ihre Hilfe.

Freundliche Grüsse

Alec F***

Dear KingAlec,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please clarify how many pending withdrawals you currently have?

Did you pass the verification before you started requesting withdrawals?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina

Yes of course. No, so far no successful payout has taken place. I originally wanted to withdraw EUR 12,000 (but now only EUR 10,000). After this attempt, my monthly withdrawal limit was capped at 5000 EUR and daily withdrawal limit at supposedly 150-165 EUR. First the alleged daily limit was 600 EUR, a day later it was 400 EUR and now it's only between 150-165 EUR.

Yes, the verification was successful.

I'm now expecting a payout of 150 EUR in the next few days, I'll keep you posted as to whether it works this time. The last 4 withdrawals were set to "in progress" by the casino and then canceled.

With kind regards

Alec F***

Hallo Kristina

Ja klar. Nein, bisher fand keine erfolgreiche Auszahlung statt. Ich wollte ursprünglich 12'000 EUR abheben (Sind inzwischen aber nur noch 10'000 EUR). Nach diesem Versuch wurde meine monatliche Auszahlungsgrenze auf 5000 EUR beschränkt und das tägliche Auszahlungslimit auf angeblich 150-165 EUR. Zuerst war das angebliche Tageslimit auf 600 EUR, einen Tag später auf 400 EUR und jetzt eben nur noch zwischen 150-165 EUR.

Ja die Überprüfung wurde erfolgreich durchgeführt.

Ich erwarte nun eine Auszahlung von 150 EUR in den nächsten Tagen, ich halte mich auf dem laufenden, ob es dieses Mal klappt. Die letzten 4 Auszahlungen wurden vom Casino auf "in Bearbeitung" gesetzt und anschliessend storniert.

Freundliche Grüsse

Alec F***

New status:

Total balance -> 14'500 EUR

So far 4 successful transactions via Tether TRC20 (4x 150 EUR)

Support claims I don't have a daily withdrawal limit. However, they directly reject transactions over 160 EUR. They claim it is a technical issue. It seems to me that the casino is not solvent. Why else limit withdrawals to 150-160 EUR per day?

If I pay out the amount of 14,500 EUR in 160 EUR increments, I have to wait at least 90 working days (i.e. approx. 4.5 months). The only withdrawal method that finally worked was via Tether TRC20. In this way, at least 4% of the total amount is lost again due to the conversion.

Please clarify with the casino why withdrawals have been capped at EUR 160 per day.

With kind regards

Alec F

Neuer Zwischenstand:

Gesamtguthaben -> 14'500 EUR

Bisher 4 erfolgreiche Transaktionen via Tether TRC20 (4x 150 EUR)

Der Support behauptet, dass ich keine tägliche Auszahlungslimite habe. Sie lehnen aber Transaktionen über 160 EUR direkt ab. Sie behaupten, dass es sich um ein technisches Problem handelt. Mir scheint eher, dass das Casino nicht zahlungsfähig ist. Warum sonst beschränkt man Auszahlungen auf 150-160 EUR pro Tag?

Wenn ich den Betrag von 14'500 EUR in 160 EUR Schritten auszahle, muss ich mindestens 90 Werkstage warten (also ca. 4.5 Monate). Die einzige Auszahlungsmethode, die endlich funktioniert hat, war vie Tether TRC20. Auf diese Weise gehen auf Grund der Umrechnung nochmals mindestens 4% vom Gesamtbetrag verloren.

Bitte klären Sie mit dem Casino ab, warum die Auszahlungen auf 160 EUR pro Tag begrenzt wurden.

Freundliche Grüsse

Alec F

Thank you very much for your reply, KingAlec. Have you received any explanation from the casino regarding this issue? Or have you tried contacting them? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I had 17'000 EUR at some point

I would have withdrawn everything if I could. Actually already when I won 13'000 and tried to withdraw 12'000 EUR the problems started. There are no options to limit my losses or anything at all. The other customers were right. They lure you to play by not letting you withdraw your whole money.

I would have never been able to lose 10'000 EUR if they would let me either withdraw my money or let me limit my losses or bets. It's only possible to ban your account permamently and lose all your money along with it.

The only way the let me withdraw is via Tether TRC20 or ERC20 which makes me lose money automatically too.

I am really disappointed in the way they treat their costumers. I tried countless Online Casinos and all had options to put limits to your account or withdraw everything.

I wrote with the customer service multiple times a day for more than a week and no one was being helpful.

Please warn other players about their shady conditions so the same won't happen to them.

The casino again rejects my transactions. No specific reason was ever given as to why the transactions are being declined. You always talk about technical problems.

There are no options for player protection, such as setting daily limits or weekly limits.

Das Casino lehnt erneut wieder meine Transaktionen ab. Es wurde nie ein konkreter Grund genannt, warum die Transaktionen abgelehnt werden. Sie reden immer nur von technischen Problemen.

Es gibt keinerlei Möglichkeiten für Spielerschutz um z.B. Tageslimiten oder Wochenlimits zu setzen.

Could you please clarify how much money is currently in your casino account?

Furthermore, unfortunately, there aren’t unified regulations that would be applied to all casinos and player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory and sadly, some casinos operate without them completely. I am afraid, we cannot penalize the casino for not offering a cool-off period as one of their player protection tools.

In the meantime still approx. 750 EUR, money was paid out to me in 150 EUR increments.

Total about 3500 EUR left from the original 12'000 EUR I wanted to withdraw. I find it questionable that my account was suddenly restricted just because I tried to withdraw all my winnings.

Since trying to withdraw my withdrawal limit has been restricted to 5000 EUR per month and 150-160 EUR per day.

That's just not serious.

Inzwischen noch ca. 750 EUR es wurde mir in 150 EUR Schritten Geld ausgezahlt.

Total etwa 3500 EUR übrig von den ursprünglichen 12'000 EUR die ich abheben wollte. Ich finde es fragwürdig, dass mein Account plötzlich eingeschränkt wurde, nur weil ich versucht habe meinen ganzen Gewinn abzuheben.

Seit dem Versuch abzuheben, wurde mein Auszahlungslimit auf 5000 EUR im Monat und 150-160 EUR am Tag eingeschränkt.

Sowas ist einfach nicht seriös.

Thank you very much, KingAlec, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi KingAlec,

I've just reviewed your case and fully understand your struggles with the way you need to request your withdrawals. I will contact the casino and we'll see what can be done to help you when it replies.

Dear GGBet Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? What were the reasons to limit the player's daily withdrawal limit from 600 EUR to 150 EUR daily? Why some of the withdrawal requests have been rejected?

Looking forward to hearing from you.

Best wishes,

Natalia

Hello all,

Currently, we do not see any limitations of the withdrawals. Also, there are no currently active/pending withdrawal requests.

Regards

Dear GGBet Casino, thank you for the reply.

Dear KingAlec, can you please check again if you're able to request a withdrawal of more than 150EUR since the casino says there're no limitations on your account?

Dear KingAlec,

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.

It was not possible to withdraw more than 150 EUR per day. The statements made by the casino are false.

Otherwise I could have withdrawn my winnings of EUR 12,000 right from the start.

Anything over 150 EUR was immediately rejected. Some of the 150 EUR transactions were also rejected.

There is no protection concept and the casino is not customer-friendly.

Es war nicht möglich mehr als 150 EUR am Tag abzuheben. Die Aussagen vom Casino sind falsch.

Sonst hätte ich ja von Anfang an mein Gewinn von 12'000 EUR abheben können.

Alles über 150 EUR wurde direkt abgelehnt. Auch einige der 150 EUR Transaktionen wurden abgelehnt.

Es ist kein Schutzkonzept vorhanden und das Casino ist nicht kundenfreundlich.

Dear KingAlec, could you please specify, what was the total sum of your deposits? There's actually a rule in the terms that says that you cannot withdraw more than 5,000$ per month in the case when you want to withdraw more than 20x the sum of your total deposits (see the attached screenshot).

Dear KingAlec,

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.

Unfortunately, the player has not responded to our last messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.