GinjaBet Casino - Player's account is blocked after withdrawal request.

I am writing about my Ginjabet sports betting account with user ID: 8136731734, which was suddenly blocked today after I requested a withdrawal of my winnings. My current balance on the account is 676,240 naira, and I was asked to complete several verification steps before the block occurred.

After I requested the withdrawal, Ginjabet first asked for ID verification, which I provided. They then requested proof of my deposits, and I sent them the receipts of the deposits I made into the account. Afterwards, they asked for my bank statement from 1 May to 21 May, which I also submitted in full. Instead of completing my withdrawal, my account was then blocked.

When I contacted support to ask why my account was blocked, I was told it was due to "third party deposit". I clearly explained that there was never any third party funding on my account and that all payments into the Ginjabet account were made by me. Their explanation was that, based on my bank statement, they could see that I received money from other people in my personal bank account before using my own account to fund Ginjabet, and that they consider this to be third party deposit. I strongly disagree with this interpretation, because according to their own terms and conditions, the requirement is that deposits should be made from an account in the user’s name, which is exactly what I did.

Despite this, I was informed that my account is closed and that their decision is final, and that the only thing they would do is manually remove all my winnings and allow me to withdraw only my deposits. I find this unfair and inconsistent with their own stated terms, especially since my bank account and all deposits are in my name and I followed every verification request they made.

I request that Ginjabet immediately lift the block on my account, pay out my full balance of 676,240 naira, and allow me to continue using my account normally, or at minimum process the full payment of my balance without removing my legitimate winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the bank statement you sent to the casino shortly before your account was blocked to veronika.f@casino.guru?
• Has it ever happened that you received money from another person and immediately used that money to make a deposit at this casino?
• Do the other individuals who sent you money also have accounts at this casino?

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

Veronika

Hello Veronika

thanks for your response. I have sent my bank statement as requested.

Regarding the second question, from my bank statement it is evident that the account I used is same I use for my day to day expenses, and do a lot of transactions there, so there are times I may not have enough cash on me and call on someone owing me or sell my digital assets on peer to peer platforms to get some cash and fund my betting account.

This however is not against the rules of Ginjabet, as the deposit is coming from an account in my name.

Regarding the third question, I do not know if they have accounts with Ginjabet and never acted on behalf of anyone while using my account. I came across Ginjabet ad on X platform, took and interest in them months ago and even messaged them regarding the platform, before I finally opened an account.

Permit me to further in sharing part of their Terms and Conditions around deposits.

Thank you for your assistance so far.

Dear Soul47

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.

Kind regards,

Veronika

Dear Soul47,

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 now contact GinjaBet Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Soul47,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the gaming authority the casino is regulated by Nigeria and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.