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Hello, I recently banned myself from GG Bet Casino due to gambling addiction.

Despite the blocking, it was possible to create a new account without any problems.

I have deposited a total of € 145.

I am requesting two payments, one € 100 and one € 140.

As soon as I made the withdrawal request, I was blocked.

When asked in the live chat, I was informed that I had been banned for creating the new account.

In addition, all of my funds will be withheld.

How can it be that I can create a new account despite gambling addiction? I can deposit and play with no problems. Only when you want to withdraw, the casino does not want to withdraw.

How can it be possible that a gambling addict who has been banned because of it gambled away hundreds of euros.

The casino gratefully accepted all deposits, but does not want to withdraw.

I had won € 240.

This casino doesn't take responsible gaming seriously!

I am claiming back my winnings or at least my deposits totaling 145 euros.

Dear Casino Guru Team, please help me.

With best regards

Hallo, ich habe mich vor kurzem im GG Bet Casino wegen Spielsucht gesperrt.

Trotzdem Sperrung war es ohne Probleme möglich ein neues Konto zu erstellen.

Ich habe Insgesamt 145€ Eingezahlt.

Ich Beantrage zwei Auszahlungen, einmal 100 und einmal 140€.

Kaum stellte ich die Auszahlungsanfrage wurde ich gesperrt.

Auf Nachfrage im Live Chat wurde mir mitgeteilt, das ich wegen erstellen des neuen Accounts gesperrt wurde.

Außerdem werden meine Gesamten Gelder Einbehalten.

Wie kann es sein das ich mir Trotz Spielsucht ein neues Konto erstellen kann? Ich kann ohne Probleme Einzahlen und Spielen. Erst wenn man Auszahlen will, will das Casino nicht Auszahlen.

Wie kann es möglich sein, das ein Spielsüchtiger, der sich deswegen gesperrt hat Hunderte Euros verspielt.

Das Casino nahm alle Einzahlungen dankend an, aber will nicht Auszahlen.

Ich hatte 240€ Gewonnen.

Dieses Casino nimmt Verantwortungsbewusstes Spielen nicht ernst!

Ich fordere meinen Gewinn oder zumindest meine Einzahlungen in höhe von insgesamt 145 Euro zurück.

Liebes Casino Guru Team bitte helfen Sie mir.

Mit freundlichen Grüßen

Dear Timo

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 requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction? Could you please confirm that you’ve used the same credentials to open your new account as with the old one?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, I have permanently closed my account due to gambling addiction.

I used a different email address, but the same name, address, mobile number, etc.

Deposit went without problems. But don't pay out, that can't be ...

Guten Tag, ich habe mein Konto dauerhaft wegen Spielsucht geschlossen.

Ich habe eine andere Email Adresse Verwendet, aber gleichen Namen, Adresse Handynummer usw...

Einzahlen ging ohne Probleme. Auszahlen aber nicht, das kann ja nicht sein...

Thank you very much, Timo, for your reply. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

Hello, I have sent you an email with pictures

Hallo, ich habe Ihnen eine Email mit Bildern Geschickt

Thank you, Timo, for your email. Could you please confirm the following?

-         Total deposited amount in the newly opened account was €80 (not €145).

-         Requested withdrawal was €140.

Additionally, could you please provide any communication proving that you have requested a self-exclusion due to a gambling problem? Looking forward to hearing from you.

Thank you very much, Timo, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Timo.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello!

Thanks for all the details, after an internal investigation, we are ready to comment on the situation.

According to our rule 12.1. You may terminate your account (including your username and password) by sending an email to us at support@gg.bet, which was done by Timo. But, unfortunately, the rules don’t stop there and according to 12.2. Until you have received a confirmation from us stating that we have closed Your Account, you shall remain responsible for any activity on Your Account between the time when you send us an email and the time when your account is terminated by the Company AND 12.5 The Company may terminate Your Account, including your username and password, immediately without notice:

• 12.5.2. if Your Account is associated in any way with any existing account that has been terminated;

So, the blocking of the new account was carried out correctly because the terms were violated. Moreover, we have a section of rules about responsible game, and there is also a link to the resource that will help to cope with the gambling addiction - https:/gg.bet/en/responsible-gaming.

We understand your situation, however, to blacklist your data so that you can not register on our site is not possible because there is no such feature, but we will consider adding it. You should understand that we are the only ones responsible for our actions, so we strongly recommend that you read the rule section that we have attached above.

Dear GG. BET Casino team.

Thank you very much for your cooperation in this case. Unfortunately, we consider your protection for self-exclusion players (because of the gambling problem) as insufficient. The same email address detection can be a cause of multiple problems since the players can change their email addresses regularly, but not aspects like full name, date of birth... Since the player was allowed to register with valid information just the different email address, we believe he deserves a deposit refund.

Please, could you reevaluate your decision or is it final?

Hi everyone!

We’re in talks with the anti-fraud department about this situation. We’ll let you know the final decision as soon as it’s made. Thank you for your cooperation.

Dear GG. Bet Casino team.

Thank you. I am extending the timer by 7 days.

Hello everyone!

After we conducted an internal investigation, we found that in our time we had done everything we could: blocked the account, warned the player. After that, he clearly broke the rules and registered a duplicate account, although he was well aware of his gambling addiction. We cannot be held responsible for user actions that deliberately violate the rules.

We are sorry to inform you, but the final decision is irrevocable.

Unfortunately, I don't think it's fair that I can regest myself with a problem with gambling addiction. Same name, same address, same phone number ... etc ...

Depositing is always possible, but when it comes to withdrawing, problems arise all of a sudden. At least you should refund my deposits.

Leider finde ich es nicht fair, das ich mich mit einem Spielsuchtproblem neu Regestieren kann. Gleicher Name, Gleiche Adresse, Gleiche Telefonnummer...usw...

Einzahlen geht wohl immer, aber wenn es ums Auszahlen geht, dann gibts auf einmal Probleme. Wenigstens sollten Sie mir meine Einzahlungen Rückerstatten.

Dear Timo.

I am very sorry we could not help you more. Since the casino allowed you as the self-excluded player because of the gambling problem to register with valid information, deposit and play, we consider their responsible gambling process as insufficient. I am forced to close this case as unresolved.

Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Timo.

Please, could you confirm the casino statement, or should we require evidence sustaining their claims?

Dear Timo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player has stopped responding to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.