GG.BET Casino - Pelaajan käteispalautus on takavarikoitu.

Hello,

I am reporting GG.bet for removing 45 139 PLN from my account after sending me an official system message confirming that the cashback was already credited.

Message received: 1.12.2025 at 02:00

After that, I did not:

• play

• withdraw any money

• make changes to the account

When I logged in after 16:00 the same day, the entire cashback amount had been manually removed by the operator without any explanation.

I have:

• a video recording

• the message text

• timestamp

• my account ID: 49995664

Support claims: "It was a mistake."

But this was a final credited cashback, not a preview.

I request:

➡ Full payout of 45 139 PLN

or

➡ A formal written explanation for removing funds that were already credited to my balance.

Thank you

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you activated any cashback bonuses in this casino recently?
• Could you please let us know what type of cashback this was? (e.g., weekly cashback, VIP cashback, loss-based cashback, or another promotion?)
• Could you confirm whether any automatic bonus conditions applied to this cashback (e.g., wagering, availability period, or bonus expiration)?
• Did the casino provide any explanation to your issue beyond "it was a mistake"?
• Was your account fully verified before this incident?
• Do you know how the casino calculated the amount of 45 139 PLN? Did they show a breakdown or history of losses that generated this cashback?

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

Best regards

Veronika

Hello Veronika,

Thank you for your response. I appreciate your help and would like to clarify all details as accurately as possible.

1. Have you activated any cashback bonuses recently?

No, I did not activate any cashback manually. The cashback appeared automatically in my account.

2. What type of cashback was this?

According to the official message shown directly in my casino account, it was presented as a special reward given "as a sign of appreciation for your activity and loyalty over the last week."

The message also clearly stated that the amount was added to my real-money balance ("na twoim saldzie prawdziwych pieniędzy").

3. Were any automatic bonus conditions applied?

No.

The message did not mention any wagering requirements, time limits, or bonus restrictions.

It specifically indicated that the funds were real money and available on my balance.

4. Did the casino give any explanation besides calling it a mistake?

Unfortunately, no.

The only explanation I received from the casino was: "This message was sent by mistake."

They did not provide any details, logs, or calculations to support this claim.

5. Was your account fully verified before this incident?

Yes. My account was fully verified (KYC completed) before the cashback appeared.

6. Do you know how the casino calculated the amount of 45,139 PLN?

The casino did not provide any breakdown or calculation.

However, based on their message, it appears that the reward could be linked not only to the last 7 days, but to a larger period of activity.

The wording "for your activity and loyalty" does not strictly limit the calculation to one week.

Additionally, my total turnover over the previous month was significantly higher, which might explain why such a large amount appeared.

Therefore, it is possible that the system initially calculated the cashback using a broader activity period, and only later the casino attempted to classify it as an error.

I want to emphasize that I am not making assumptions — this is only a logical explanation, since the casino has not shown how the exact amount of 45,139 PLN was generated.

I have screenshots proving:

• the exact amount awarded,

• the statement that it was credited to my real balance,

• and the message describing it as a reward for activity and loyalty.

Thank you for your assistance.

I hope this helps clarify the situation.

Best regards,

Serhii

Hello,

Thank you for your reply. Before answering your questions one by one, I would like to provide some important context that clarifies the situation.

1. GGbet never shows cashback in the transaction history.

This is normal for their platform. Cashback is always added directly to the real-money balance together with the system notification.

For example, the cashback awarded on 24.11 also does not appear in the transaction list.

Therefore, the absence of a transaction entry is consistent with how GGbet works.

2. The cashback notification for 45 139 PLN is still visible in my account.

It clearly states that:

• the amount "was added to your real-money balance",

• it is a reward for my activity and loyalty,

• the format matches their standard system-generated bonuses.

3. The cashback was issued at 2:00 Polish time (00:00 casino server time).

This is exactly when GGbet automatically issues cashback.

This means it wasn’t a manual operator mistake, but a system-generated bonus.

4. The money was added to the balance.

I logged in after 16:00 and saw the notification.

In GGbet, if the notification appears, it means the amount was already credited.

However, when I logged in, my balance was only 8.22 PLN.

This suggests the casino may have reversed the cashback retroactively, without any explanation.

5. The notification was not removed.

If it had been a genuine mistake, they would have deleted the message entirely.

The fact that the message remains strongly suggests that the system truly credited the funds.

6. My turnover in recent months was very high (up to ~180,000 PLN).

Therefore, the cashback amount is not unrealistic.

It is possible that the system calculated it based on a longer activity period (VIP/loyalty), not just a weekly calculation

Answers to your questions:

1. Did I activate any cashback manually?

– No. It was an automatic system-issued cashback that appeared with an official notification.

2. What type of cashback was it?

– Most likely a loyalty/VIP automatic cashback because:

• the time matches the automatic system logic

• the weekly cashback is credited on Mondays at 16:00, but this one came on 1.12 at 2:00

• the amount fits my real turnover.

3. Any bonus terms?

– No. The message contained no wagering, no expiration, no bonus tag.

It explicitly stated it was added to my real-money balance.

4. Explanation from the casino?

– No real explanation. Only "it was a mistake" repeated several times, without any technical reasoning or calculation.

5. Was my account fully verified?

– Yes, fully verified.

6. Do I know how the amount was calculated?

– No, because the casino refused to provide any calculation.

But given my high turnover (up to 180,000 PLN), the amount could have resulted from a larger loyalty cashback period

I can provide full video or screenshots of my account if needed.

Thank you for assisting with this case.

Sorry for sending an additional message, but I need to inform you about a very important detail that may affect the case.

The casino GG247.BET deleted the notification from my account which contained the cashback amount of 45,139 PLN. This proves that the message really existed and looks like an attempt to hide the fact that it was displayed.

I would also like to clarify that the weekly cashback was always credited on Mondays at 16:00 (Warsaw time). In this case, the notification appeared at 02:00, which corresponds to 00:00 GGbet system time — the start of a new calculation period.

This indicates that it looked like a real cashback credit, not an "interface error".

1. Please take this information into consideration. Thank you

Could you please forward me all the videos and screenshots showing that the message was sent to your account? Also, kindly include the messages from the casino notifying you that the cashback amount has been credited to you by mistake. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hello,

I would like to inform you that I have sent all evidence requested by Veronika to her email address.

The materials include:

• full video recording showing the cashback message inside my GG.bet account,

• screenshots of the notification,

• screenshots of the deleted message,

• screenshots of the conversation with GG.bet VIP manager where they confirm "technical error",

• email communication with GG.bet.

If any of the attachments are unclear, low-quality, or if something did not upload correctly, please let me know and I will resend everything immediately in any format you need.

I am fully ready to cooperate and provide any additional information.

Thank you

I would also like to add a short clarification regarding the case:

The cashback message I received was presented inside my GG.bet account exactly the same way as all real credited bonuses and transactions.

There was no note, no warning, and no "error" label in the message.

It looked 100% identical to every official cashback or bonus notification I have ever received.

Later, without informing me:

• the message disappeared from my account,

• no alternative message appeared (for example, "8.22 PLN credited"),

• and support attempted to shift responsibility onto "technical issues".

This creates a serious problem:

I cannot trust whether other transactions or messages can also be modified or removed without my consent, and this directly affects consumer rights and transparency.

I kindly ask Casino Guru to take this into account during the evaluation of my complaint.

I am not arguing theory — I only rely on the original message which clearly stated that the cashback was credited to my real balance.

Thank you again for your assistance.

Thank you for the emails. According to the communication with customer support, cashback is calculated automatically using the following formula:

(Total bets − winnings − transferred bonus) × cashback percentage

If you believe your cashback was calculated incorrectly, please send me your gaming history covering the period for which the cashback should have been credited. The history should clearly show the bets you placed during that week, the winnings you accumulated, and the cashback percentage that applied to your account.

Hello,

I would like to clarify that the cashback in question was not a standard weekly cashback described in the general formula.

This was a special cashback individually assigned to my account, which is not publicly defined and not available to all users.

The key issue in this case is not the calculation formula itself, but the fact that:

- I received an official system notification inside my GG.bet account stating that a cashback amount was credited to my real balance;

- this notification was later manually removed from my account by the casino without my consent and without prior notice;

- after the removal, the casino provided multiple different explanations, changing the reasons over time.

At first, support claimed a general "technical error".

Later, they stated that the amount was incorrect.

Then they explained it as a formatting issue.

Finally, they claimed it was only a textual notification and not a financial operation.

These constantly changing explanations raise serious concerns about transparency and reliability.

Additionally, the timing of this notification was unusual.

My weekly bonuses have always been credited around 16:00 CET, while this cashback notification appeared at approximately 02:00 CET, which further indicates that this was not a standard weekly cashback.

I would also like to emphasize that I, as a player, cannot be held responsible for internal system errors, reporting mistakes, or technical processes on the casino’s side.

The casino operates the system, controls the notifications, and is fully responsible for the accuracy of the information presented to users.

Furthermore, the removal of an official system notification without informing the user creates a serious trust issue.

If a casino can enter a user’s account and remove notifications retroactively, it raises concerns about what other data could be altered without the player’s knowledge.

Additionally, I kindly ask you to confirm whether all evidence I submitted has been successfully received and is accessible.

The submitted materials include:

- 71 screenshots,

- 1 video recording.

All these materials are important, as the communication with the casino changed multiple times and each explanation provided by the casino differs. Therefore, every part of the correspondence is relevant to understanding the full context of this case.

If any files are missing, corrupted, unclear, or not visible, please let me know and I will resend them immediately in any format you prefer.

Thank you for your time and assistance.

Hello Safari,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I would like to directly address the casino’s claim that this situation was caused by a "mistake".

Even if we assume that a mistake occurred, this does not remove the casino’s responsibility.

In any financial or gambling system:

- a system notification confirming credited funds cannot appear randomly,

- such a message is generated only after internal validation,

- and any internal error remains the responsibility of the operator, not the player.

If this was truly a mistake, then the key question is:

Who is responsible for that mistake?

A player cannot be held accountable for internal system failures, misconfigurations, reporting errors, or human mistakes made by the casino’s staff.

Moreover, a mistake cannot justify:

- manually deleting an official system notification from a user’s account,

- failing to inform the user about that deletion,

- and providing multiple, contradictory explanations afterward.

Calling this a "mistake" without accountability or transparency is not a valid explanation — it only highlights serious weaknesses in system control and customer protection.

Responsibility for errors must remain with the casino, not shifted onto the player.

I would also like to add one more important clarification supported by the latest screenshot.

The notification I received was not a "bonus activation" or a conditional offer.

No action was required from my side:

- I did not activate any bonus,

- I did not accept any terms,

- I did not confirm anything manually.

The message clearly stated that the cashback was already credited to my real balance.

This confirms that the system treated it as a completed operation, not a proposal or pending bonus.

Only afterward did GG.bet decide that the amount calculated by their system was a "mistake".

This means the issue is not that the message was informational, but that the casino retroactively rejected the result produced by its own system.

Additionally, I would like to explicitly state that I give my full consent for all screenshots and images provided in this complaint to remain publicly visible.

I do not request them to be hidden.

I believe transparency is crucial.

Other players have the right to see how such situations are handled and how official system messages can later be removed or disputed by the casino.

Please confirm whether it is possible to keep the images visible to the public.

I would like to add a short clarification regarding the last two screenshots.

The last two images clearly show a system notification confirming the crediting of 45,139 real funds to my account.

After I contacted support and clarification started, GG.bet manually removed this notification from my account.

I kindly ask you not to hide these images.

I give my full consent for their public visibility.

The screenshots do not contain any of my personal or sensitive data.

Hello,

I would like to clearly summarize my position and respectfully ask Casino Guru to consider the full context of this case.

The key issue here is not the standard weekly cashback formula.

The key issue is that I received an official system notification inside my GG.bet account stating that a cashback of 45,139 PLN was already credited to my real balance.

This notification:

• was generated inside the casino system,

• explicitly stated that the funds were credited, not pending or conditional,

• required no activation, confirmation, or acceptance from my side.

After I contacted support, this notification was manually removed from my account without my consent and without prior notice.

Only after its removal did the casino start providing multiple, inconsistent explanations, including:

• "technical error",

• "incorrect amount",

• "formatting issue",

• and finally claiming it was "only a text message".

Even if we assume a system error occurred, internal technical or human errors remain the responsibility of the operator, not the player.

A system notification confirming credited real funds cannot appear randomly and then be erased retroactively without accountability.

I would also like to highlight that:

• my regular weekly bonuses always arrived around 16:00 CET,

• this notification appeared around 02:00 CET,

which strongly indicates that it was not a standard weekly cashback.

Additionally, GG.bet later credited me with a separate 3,000 PLN bonus, explicitly labeled as a bonus and subject to wagering conditions.

This clearly demonstrates that the casino distinguishes between real money and bonus funds, while the disputed notification explicitly referred to real balance funds.

I also formally confirm that I give my full consent for all screenshots and images in this complaint to remain publicly visible.

The materials do not contain sensitive personal data and are essential for transparency and for other players to understand how such cases are handled.

I respectfully ask Casino Guru to:

• consider the implications of deleting official system notifications after the fact,

• assess whether such practice is fair and acceptable from a consumer protection perspective,

• and take into account the operator’s responsibility for its own systems.

Thank you for your time, effort, and continued review of this case.

Hello Safari,

Thank you for your detailed messages and for providing all available materials.

After carefully reviewing the information you submitted and the explanations provided by the casino, we must clarify the following key points.

First and most importantly, there is no documented promotion, bonus, or cashback scheme in the casino’s Terms and Conditions that would entitle you to a guaranteed "special" or VIP cashback in the amount of 45,139 PLN. While you received a system notification, the existence of a notification alone does not automatically establish a valid financial entitlement, especially if the casino can demonstrate that the amount was generated incorrectly.

The casino confirmed that the notification was sent as a result of a technical/system error, and no valid cashback calculation supports the credited amount. Crucially, no evidence was provided showing that this specific cashback was contractually owed to you, nor that it was calculated according to any applicable, verifiable rules.

From Casino Guru’s perspective, we must rely on objective criteria:

• clearly defined bonus or cashback rules,
• transparent calculation logic,
• and verifiable entitlement.

In this case:

• the cashback was not defined in the casino’s terms,
• no cashback percentage or calculation period was confirmed,
• and no historical data supports that the amount was validly earned.

While we understand your concerns regarding system notifications and transparency, players cannot acquire entitlement to funds solely based on an erroneous message if the underlying bonus or cashback does not legally exist. Casinos are allowed to correct technical mistakes, provided no valid contractual right to the funds has been established.

Because of this, we are unable to request the casino to pay out the disputed amount, and the complaint cannot be resolved in your favor.

Thank you for your understanding.

Best regards,

Casino.Guru Team