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Dear Sir/Madam,

I have a problem with my account. It got blocked for no reason. After when I realized that my account had been blocked, I created a new account (****7@gmail.com) just to contact live support (about 1 hour later). Live support replied that the reason was I have multiple accounts. But I have only one main account, the new account I created after that has no bet, the support keeps telling me that I have other accounts.

This is not fair because I need my money in my account balance, GGBet blocked it right after I topped up another amount of money. So if I really had other accounts, can you give any evidence? I am sure that I did not create any account accidentally.

Thank you.

Dear txp1339,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

Thank you for your quick reply.

There is no chance that someone from my household or using the same IP address created an account at this casino. I also passed the KYC verification. And I have not accumulated my winnings, with or without any active bonus. I just have my balance in my account.

And I made a mistake while making complaint. My balance amount is about 65.000.000 vnd, or ~2700USD, that is a lot of money to me. Please help me to take my money back..

I am sorry but there might be a misunderstanding about my previous question about bonuses.

Let me rephrase my question.

Did you receive any bonuses in the casino? (no deposit bonuses, a welcome bonus)

I updated the disputed amount per your request.

No, I didn’t receive any bonuses.

Could you please forward all relevant communication (chat transcripts and emails) about the issue to my email tomas@casino.guru?

I'll await your message.

I've sent an email for you, please check it.

Thank you very much, txp1339, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello txp1339,

I am sorry to hear about your experience. I will contact the casino and try my best 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 the resolution of this complaint.

Dear GGBet Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello,

Can you please let us know who the account daoduy***@gmail.com belongs to? Are you familiar with this account?

Kind Regards

Dear GGBet,

Thank you for reaching out to us. Regarding the account daoduy***@gmail.com, I would like to clarify that I am not familiar with this account. In your system, every account undergoes a thorough KYC verification process, and I can confirm that this account does not belong to me. Furthermore, I want to emphasize that I have no knowledge of the hidden characters associated with the account.

If you require any further information or assistance, please feel free to let me know.

Kind regards.

Dear GGBet Casino,

Can you please comment on the player's reply above?

Thank you.

Kind regards,

Tomas

Hello,

The thing is that both accounts were blocked due to the use of the same requisite - usdt wallet, which is prohibited by the rules of the site.

Kind Regards

Dear GGBet Casino,

As mentioned above, I need evidence to confirm your statement. Please send the data to my email address: tomas.k@casino.guru, and let me know once you do so.

Thank you.

Kind regards,

Tomas

To reiterate, I remain unaware of any association with the account "daoduy***@gmail.com". I am sure that I solely utilize my USDT wallet within the confines of my personal account.

Dear txp1339,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - the same payment method used in related accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, GGBet Casino Team, for providing information and for your cooperation.

Best regards,

Tomas