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Dear smirnovivan020120,

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

Do I understand correctly that you have been accused of multi-account registering?

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? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

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

Dear smirnovivan020120,

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.

Thank you very much, smirnovivan020120, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello smirnovivan020120,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite GGBet Casino to join the conversation and participate in the resolution of this complaint.

Dear GGBet Casino,

Can you please provide further information regarding the reasons for blocking the player's account? How has the player's account been linked to the other account?

Kind regards,

Adam

Hi!

We apologize for any confusion or inconvenience caused. After investigating your account further, we found several matches related to device information, bets placed on Dota 2 Map Winner, and the payment method used for deposit. Additionally, it appears that your new account was created shortly after setting personal limits on your previous account. These factors raised concerns regarding the integrity of the account. You couldn't help but notice the personal limit, because I see that you tried to place bets last month and they were all rejected or returned at odds of 1, which indicates a limit.

We understand that you may feel frustrated or wrongly accused, but we take our security measures seriously to ensure fair play and prevent fraudulent activities.

Hello GGBet,

Thank you for your response, could I ask you to please provide supporting evidence of the above to my e-mail, adam.m@casino.guru?

Dear smirnovivan020120,

Could I ask you to comment on the casino's reply? Have you previously operated an account in which you have set personal limits?

Kind regards,

Adam

Hello smirnovivan020120,

Thank you for your response. We will await supporting evidence from the casino, and proceed accordingly.

Kinds regards,

Adam

Hi everyone,

I sent all the details yesterday, please check your email, Adam.

Hello GGBet Casino,

Thank you for the information, I have also replied via e-mail.

Kind regards,

Adam

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 smirnovivan020120,

I have been discussing the multiple accounts with the casino via e-mail, and trying to determine how they are linked to your account.

However, as one of the main factors is bets made on e-sports, I am afraid we are not able to assist any further with this case. There are many multiple-account strategies used by players focusing on sports and e-sports betting, but since we do not have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly.

Consequently, the complaint will be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam