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Unfair Account Closure & Fund Confiscation â€" Urgent Assistance Needed.

Summary of My Issue:

I recently created an account and deposited approximately 3,000 SEK. After playing, I won 8,500 SEK.

Shortly after my winnings, my account was suddenly closed, and my balance was confiscated.

Their support claims that I had a previous account that was self-banned a year ago and that my new account was a violation of their terms.

However, I have never had an account with them before, nor have I ever submitted any personal documents for verification.

• I asked for proof that the alleged previous account actually belongs to me, but they refused to provide any evidence.

• I also requested clarification on which specific terms allow them to confiscate my deposited funds, but they ignored my request.

I sent multiple emails, but GG.BET is now ignoring me completely.

Why I Need Your Help:

They have taken my money without valid proof that I had a previous account.

Their actions seem unfair, and they refuse to communicate with me.

I want my deposited funds and winnings returned unless they can provide clear evidence that I actually owned the previous account.

I would really appreciate any guidance or assistance in resolving this matter. Please let me know how I can proceed.

Dear Silverb,

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

I understand how frustrating this situation must be for you, especially when the casino has closed your account and confiscated your winnings without providing clear evidence of the previous account.

Before we reach out to the casino on your behalf, could you please clarify the following details:

• Have you ever used the same IP address, device, or email address for creating multiple accounts with them?
• Were your winnings accumulated with or without an active bonus?
• Was your account verified before it was closed?
• Do you have any previous communication or documents that might help support your claim (such as emails or screenshots from the casino)?

Your cooperation is essential in helping us proceed with this case. We need all the facts and evidence to ensure that we’re taking the right steps in mediating between you and the casino.

If you have any relevant communication, feel free to forward it to me at petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Have you ever used the same IP address, device, or email address to create multiple accounts with them?

Answer: No, I don't have them, I always have the same email address I've used for years.

Were your winnings collected with or without an active bonus?

Answer: I never used a bonus, only a deposit and played only with my own money.

Was your account verified before it was closed?

Answer: Answer no never verified. Never sent my documents to GG.bet.

I opened the account on played for a whole day then I made several deposits but in the end I won and requested a withdrawal then they closed my account literally 5 minutes after my withdrawal. So no the account is not verified and they have not received any of my documents.

Do you have any previous communications or documents that can support your claim (such as emails or screenshots from the casino)?

I had a long conversation via live chat, they only press one thing, I've had the account here before but no proof, then they were rude.

Do you need anything more from me please let me know?

Har du någonsin använt samma IP-adress, enhet eller e-postadress för att skapa flera konton med dem?

Svar: Nej de har jag inte, har alltid samma mejl adress jag har användt i flera år.

Samlades dina vinster med eller utan en aktiv bonus?

svar: jag använde aldrig bonus, enbart instättning och spelade enbart för mina pengar.

Var ditt konto verifierat innan det stängdes?

svar: Svar nej aldrig verifierad. Har aldrig skickat mina dokument till GG.bet.

jag öppnade kontot på spelade en hel dag sedan gjorde jag flera instättningar men till slut vann jag och begärde uttag då stängde dem mitt konto bokstavligen 5 minuter efter mitt uttag. Så nej kontot är inte verifierad och dem har inte fått några av mina domument.

Har du tidigare kommunikation eller dokument som kan stödja ditt påstående (som e-postmeddelanden eller skärmdumpar från kasinot)?

Jag hade lång konversation via livechat, dem trycker bara på en sak, jag har haft kontot här tidigare men inga bevis, sedan var dem dryga.

behöver du nåt mer från mig snälla meddela mig

Dear Silverb,

Thank you very much for providing all the necessary information. I apologize for my late reply, and I appreciate your patience in the meantime.

I will now forward all the details of your case to my colleague, Michal (michal.k@casino.guru), who will be able to assist you further and continue working on the resolution. He will be in touch with you shortly.

I sincerely hope that your issue will be resolved to your satisfaction very soon. In the meantime, I wish you the best of luck, and thank you once again for your understanding.

Okay, thank you very much. I'm happy to wait and look forward to these.

What really annoys me is that they let me play for a whole day with lots of deposits, then when I win and request a withdrawal, they close my account, who does something like that? They hope that I lose all the time so my account will stay open as long as possible.

How can you cheat other people out of money?!

I am happy to wait for your colleague and look forward to it.

Okej tack så mycket. Jag väntar gärna och ser fram emot de här.

de jag blir jätte irriterad på är att dem låter mig spela en hel dag med massa insättningar sedan när man vinner och begär uttag så stänger dem mitt konto, vem gör nåt sånt! Dem hoppas på att man förlorar hela tiden så skulle mitt konto vara öppen hur länge som helst.

Hur orkar man bedra andra människor på pengar?!

jag inväntar gärna på din kollega och ser fram emot det.

Hello Silverb,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite GGBet Casino to join the conversation.

Dear GGBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

I will send you the email now, thanks Michal

Greetings to everyone!

Silverb, we are truly sorry that you encountered this situation, but we highly value security and adherence to the rules that you agreed to during registration. As mentioned in the letter sent to you, your account was blocked due to a violation of the rule allowing only one account. Our security department discovered another account registered with your details, which is against rule 5.5.1 and may result in a permanent account block.

Michal, thank you for allowing us to provide a detailed response regarding this case. We have just sent you a comprehensive response via email with evidence related to this matter. We will be happy to answer any additional questions and provide any necessary information. Thank you for your cooperation!

Hello,

I have contacted you several times via email without receiving any response. However, you seem to respond when Casino.Guru handles my case. It is remarkable that you close my account immediately when I request a withdrawal, even though I have been able to deposit and play all day.

I request you to provide a clear explanation as per your own rules as to why my withdrawal is being denied and my account was only closed upon the withdrawal attempt. If I do not receive a satisfactory response, I will take this matter forward via the relevant regulatory authorities.

Please respond in writing with a justification.

Hej,

Jag har kontaktat er flera gånger via e-post utan att få något svar. Däremot verkar ni svara när Casino.Guru hanterar mitt ärende. Det är anmärkningsvärt att ni stänger mitt konto direkt när jag begär ett uttag, trots att jag har kunnat sätta in och spela hela dagen.

Jag ber er att ge en tydlig förklaring enligt era egna regler om varför mitt uttag nekas och mitt konto stängdes först vid uttagsförsöket. Om jag inte får ett tillfredsställande svar kommer jag att gå vidare med detta ärende via relevanta tillsynsmyndigheter.

Vänligen återkom skriftligt med en motivering

Thank you for all the information and evidence provided, GGBET Team.

Dear Silverb,

After gathering and reviewing the supporting evidence, there were indeed multiple accounts created with the same or very similar IP and user agents, indicating the use of the same device, the same name, the same address, and very similar email addresses. The combination of these factors cannot be regarded as just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino has taken action in accordance with its terms and conditions, particularly rule 5.5.1, as previously communicated to you by the casino team. Furthermore, your first account was indeed closed on your request via the casino live chat due to gaming issues, so your statement that you never had an account at GGbet is not in line with the truth.

Because of all the above-mentioned, I will be closing this complaint as unjustified.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru