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Funds and account blocked. They do not allow me to withdraw funds due to 2 accounts registered by me. When asked to show evidence, they refuse. In fact, this is the first time I have registered at this casino, once again a very long time ago on a pair match.

Well, I'm not a bone marrow player, and if there are any casino divorce schemes, I don't know.

But the fact that the casino divorced me is for sure. I have a single ggbet account.

Заблокували кошти і акаунт. Не дають вивести кошти через ніби то зареєстрованих мною 2 акаунти. На прохання показати докази, відмовляються. Насправді це вперше я зареєструвався на цьому казино, ще раз дуже давно на парі матч.

Ну тобто я не гравець до «мозга костей», і якщо існують якісь схеми розводу казино то я не в курсі.

Та от те що казино розвело мене то це точно. В мене один єдиний акаунт на ggbet.

Dear Ruslan,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you passed the KYC account verification successfully in the past? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

At the time when I registered and topped up the casino account, there were no friends or relatives with me, I was at home and 2 devices phone and laptop were connected to my wi-fi. But I played only from the laptop from which I actually registered.

No one but me uses my mailbox. The allegations against the two accounts are absurd and unfounded, and have no evidence.

I bet from my own funds, without applying bonuses.

В момент коли я зареєструвався і поповнив рахунок в казино зі мною поруч не було друзів чи родичів, я знаходився дома і до мого wi-fi було підключено 2 пристроя телефон та ноутбук. Та грав я лише з ноутбука з якого я власне і зареєструвався.

Моєю поштовою скринькою ніхто крім мене не користується. Звинувачення щодо двох акаунтів безглузді та необґрунтовані, і не мають жодних доказів.

Ставку робив з власних коштів, без застосування бонусів.

Thank you, Ruslan, for your reply. Could you please advise if you have completed the account verification (KYC) successfully in the past?

Explain what this test is?

Поясніть що це за перевірка?

Well, if I transferred funds there and played on them, it is logical that I passed the KYC test. This is obvious!

Ну якщо я перерахував туди кошти і на них зіграв, то логічно що я пройшов KYC перевірку. Це ж очевидно!

Dear Ruslan,

KYC stands for "Know Your Customer". It's a process that operators are required to carry out. This casino verification practice is also the reason why gambling sites ask for bank statements, proof of income; address, ID, and other documents. KYC process may include ID card verification, face verification, document verification such as utility bills as proof of address, and biometric verification. Gambling establishments must comply with KYC regulations and anti-money laundering regulations to limit fraud.

Could you please advise if you submitted any personal documents to complete the KYC verification? Thank you.

He did not provide any documents

Ні документів не надавав

Dear Petronela,

Can you please provide your e-mail, we would like to send you some clarifications.

Thank you in advance!

Kind regards

Thank you, GGBet Casino team, for reaching out. My email address is petronela.k@casino.guru.

Dear Ruslan,

I will inform you shortly about any further instructions or developments.

Hello, Petronela

We've sent an e-mail with some clarifications.

Kind regards

Thank you, GGBet Casino team, for the clarification.

Dear Ruslan,

Could you please advise which exact games you were playing? Are those €200 from the disputed amount your deposits or winnings? In which currency is your casino account held, please?

Good day. The game is called Baccarat, these are 200 euros, 100 of which is my deposit and 100 respectively winnings.

Euro currency)

Доброго дня. Гра називається Баккара, ці 200 євро, 100 з яких мій депозит і 100 відповідно виграш.

Валюта євро)

Do I understand correctly that you played one hand only?

Sorry, didn't understand the question?

Вибачте, не зрозумів питання?

Good morning, I don't know much about casinos and games. If I understood correctly the question about the players,

then I and another player played the game accordingly.

And to be honest, everything that happens here is very long, and more like a game.

The casino accuses me of having 2 accounts on their site, but does not provide any evidence to support this information.

Moreover, even if we allow such a situation that I had two accounts, I played on my own and I think that another player too. In this case, we made bets of 100 euros and I won 195 euros. So it turns out that if I had two profiles in the casino, I would have to throw money at both and lose 5 euros in this game (casino commission), so what did I cheat the casino? Only lost his, in that case. This is absurd.

Доброго ранку, я не сильно розуміюсь в питаннях про казино та ігри. Якщо я вірно зрозумів то питання про гравців,

то відповідно у гру грав я та ще один гравець.

І якщо бути достатньо відвертим то все що тут відбувається дуже затягнулося, і більше схоже на гру.

Казино звинувачує мене, що я маю 2 аккаунти на їхній площадці, при цьому не надає жодних доказів які підтвердили дану інформацію.

Більше того якщо навіть допустити таку ситуацію що я мав два аккаунти, то грав я на свої і думаю що інший гравець теж. В такому випадку ми зробили ставки по 100 євро а виграв я 195 євро. Тож виходить що якби я мав два профіля у казино то мені б довелося закинути кошти і на один і на інший і втратити в цій грі 5 євро (комісія казино) то в чому я обманув казино? Лише втратив свої, в такому разі. Це абсурд.

I would like to know how many hands/games you played. Do I understand correctly that you deposited €100 and placed one bet "all in"?

That's right.

Так все вірно.

Thank you very much, Ruslan, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.  

thank you

Дякую

Dear Ruslan.

The casino provided us with the evidence from which it is clear that you intended to gain an advantage by working with an exchange rate. During this action you cooperated with another player and this is strictly against terms and conditions of the casino. Every casino will detect such actions, so please do not try this again. From my point of view the case is clear, casino is right, however if you disagree, feel free to submit a complaint to the casino's regulator (however, based on the proofs from casino the result will be the same)

Great, can I read the evidence?

Because I heard all this from them more than once.

The trouble is that there is no evidence, only words to the advantage of my money, which they appropriated.

And I'll tell you why, so there's no evidence!

I transferred money, played the game, won, I had no relationship with the player.

And the casino fraudulently misappropriated funds. I wasted no time, thank you for the advice.

I will definitely contact the regulator.

And not only.

Чудово, я могу ознайомитися з доказами?

Тому що все це не одноразово я чув і від них.

Та біда в тім, що жодних доказів лише слова на перевагу моїм коштам, які вони привласнили.

І я скажу чому, тому доказів не існує!

Я перевів кошти, зіграв у гру, виграв, жодних відносин з гравцем я не мав.

А казино шахрайським методом привласнило кошти. Даремно лише час витратив, дякую за пораду.

До регулятора обов’язково звернусь.

І не тільки.

Dear Ruslan.

We do not share the evidence publicly. While most players need our help, some know exactly what they did, and their motives were only to gain some unfair advantage. By sharing the evidence, we would only explain to these people how the casino caught them, and they would be more careful next time.

In your case, the casino has very solid evidence, but sure you can contact the regulator.

Here is the email: certria@gaminglicences.com

Based on the evidence from the casino, I would be surprised if they decide in your favour. However, let me know if you choose to submit your complaint there.

Dear Ruslan,

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.

What to talk to you about?

You are just like a casino, there is evidence but we will not provide it so that the enemies do not guess.

Personally, I believe that I have not broken any rules. Casinos are scammers, as they give money to start and do not allow to withdraw. I turned to the regulator.

Time has passed with you, that's all.

Про що з Вами розмовляти?

Ви точно так само як і казино, докази є але ми їх не надамо щоб вороги не здогадались.

Особисто я вважаю, що жодних правил я не порушив. Казино шахраї, так як кошти заводити дають а виводити не дозволяють. До регулятора звернувся.

З Вами згаяв час, на цьому все.

Dear Ruslan.

We are deciding on complaints based on the evidence that we have. As I wrote, the casino provided solid evidence, which we can't ignore. Still, we recommended you contact a licensing authority and offered help, because we are also only humans and can make a mistake, or we can be cheated somehow. 

So please contact me if the licensing authority decides in your favour, and I will reopen the case and update. (matej@casino.guru)

I am now closing the complaint as rejected.