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I have been playing at GGBet Casino for quite some time now with varying levels of success. I have held my account for a few years. The last time I played was on December 5, 2023. I had a bit of a windfall and started to make some withdrawals. Unfortunately, 11 of the withdrawals got stuck in the meantime, so I asked them to be reversed, which they did, and then I started the withdrawals again (the daily maximum limits me to 300 euros). December 26th, out of the blue, I was informed that I violated their terms of service, leading them to block my account and confiscate my remaining funds. I hadn't played there for 21 days, yet they suddenly found some issues. They also won't tell me what terms I broke. Only after several messages did they respond, vaguely referencing the "last" term — whatever that means. I'm requesting intervention concerning this casino. I had approximately 2000 euros remaining to withdraw, which was confiscated.

Grałam w kasynie GGBet przez długi czas z raz lepszym raz gorszym skutkiem. Konto mam kilka lat. Ostatni raz grałam 05.12.2023. Wygrałam trochę kasy i zaczęłam wypłacać. Niestety w między czasie utknęło 11 wypłat, kazałam je cofnąć tak też zostało uczynione i od nowa zlecałam wypłaty (mogłam maksymalnie 300 euro dziennie). 26.12 nagle dostałam informację, że złamałam regulamin i blokują moje konto oraz rekwirują moje pieniądze. Nie grałam tam 21 dni, a mimo to nagle doszukali się jakichś problemów. Dodatkowo nie chcą mi udzielić informacji o tym jaki złamałam punkt regulaminu, dopiero po kilku wiadomościach odpisali że "ostatni" cokolwiek to znaczy. Proszę o interwencje w sprawie tego kasyna. Łącznie do wypłaty miałam jeszcze około 2000 euro, które zostało skonfiskowane.

Hello KB1928,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I played for the bonus on December 5 for the last time. My account has been fully verified for several months. They paid out until December 26 and then they suddenly banned them. The casino does not give me any specific answer, their last message is on December 28 that I broke the "last point of the regulations", whatever that means.

Grałam za bonus 05.12 ostatni raz. Moje konto zweryfikowane jest w pełni od kilku miesięcy. Wypłacali aż do 26.12 po czym nagle je zbanowali. Kasyno nie udziela mi żadnej konkretnej odpowiedz, ich ostatnia wiadomość to 28.12 że złamałam "ostatni punkt regulaminu" cokolwiek to znaczy.

Hello KB1928,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru? Did they specify which exact term did you breach?

Hello Nick, I sent you a conversation to your mail. they said that is "the last point" so probably: "When playing with an active bonus it is prohibited to use any strategies aimed at fulfilling the bonus wagering requirements, including collecting scatters to get free spins using the bonus balance and subsequently to receive free spins to the real balance. If we have reasonable grounds to believe that the player is using such strategies, then the Administration reserves the right to void all the player’s winnings and block the gaming account on the permanent basis." but I'm not sure.

Thank you KB1928 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello KB1928,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a GGBet Casino representative to join this conversation and participate in resolving this complaint.

Dear GGBet Casino,

Could you state why the player's account got blocked? Could you provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

Thank you for reaching out to us and providing details regarding your experience. We appreciate your patience.

After reviewing your account, we found a violation of our terms of service, specifically in connection with bonus play. As per clause 18 of our terms, it is strictly prohibited to abuse the delaying of any game rounds, including free spins and bonus games, when playing with bonus funds. Failure to adhere to this rule results in the cancellation of winnings and confiscation of the active balance in the account.

Upon investigation, we observed instances of delayed rounds in the Kingdom of the Dead. In light of this violation, the remaining funds in your account have been confiscated and account was blocked.

We understand that this may be disappointing, and we encourage all players to familiarize themselves with our terms and conditions to ensure fair and enjoyable gameplay - https://gg.bet/en/casino-bonus-terms.

If you have any further questions or concerns, please feel free to reach out.

We appreciate your understanding.

But I lost my deposit and my bonus then I made another deposit. How could this have helped me?

Hello KB1928,

Could you clarify if you lost the deposit and bonus while playing the Kingdom of the Dead game? And after that, you deposited and played the Kingdom of the Dead again?

I'll be awaiting your reply

When I deposit for a bonus, I always disable it first (such an option exists in ggbet). Only after losing my deposit, I start playing with the bonus. I lost my deposit and bonus, then deposited again without a bonus. That's when I managed to win.

Dear GGBet Casino,

Could you comment on this?

Could you also provide me with the player's game log? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

Hi Stefan,

All relevant information has been promptly sent to your email address.

Hello KB1928,

I have reviewed the evidence provided by the casino and it seems you have gathered some progress in the following games with bonus money: Christmas Big Bass Bonanza, Floating Dragon, Kingdom of the Dead, Big Bass Christmas Bash. After losing the bonus funds, the deposit was made and you have cleared all the games with progress. This is strictly prohibited and is against the casino's Terms & Conditions.

Could you comment on this?

I'll be awaiting your reply.

Dear KB1928,

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 messages and questions. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.