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I have been a customer of the casino since 2022, and I never faced any issues apart from a few bonuses that were not credited by the casino. However, on May 13th, my account was blocked without any clear explanation or attempt to resolve the issue. I only found out when I tried to log in. The reason given was that I had more than one account, which is not true. What I was unaware of was that I was not supposed to refer customers living in the same residence as me. I was not aware of this rule, hence, I disagree with the claim that I broke the law - we had no knowledge of such a rule.

Sou cliente da casa desde 2022 e nunca havia tido problemas a não ser que alguns bônus não creditado pela casa, dia 13/05, minha conta foi bloqueada sem nenhuma explicação clara ou tentativa de resolução, apenas bloquearam e descobrir quando tentei entrar, a justificativa era que eu tinha mais de uma conta e isso não procede, o que eu não sabia era que eu não poderia indicar clientes que residiam na mesma residência, não sabia da regra, então discordo quando dizem que eu infligir pela lei não infligimos aqui que não sabíamos.

Hello NillMaktub,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Were any of you claiming bonuses or playing from the same device in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning, my account was verified in 2022 when I entered the house. I ONLY use bonuses that receive codes via social media or are released there. I live with my mother, my stepfather and my grandmother, 2 brothers, and an uncle, and in my house there is a computer that everyone can use, as we cannot afford to have a computer for each person.

Bom dia, minha conta foi verificada em 2022, quando eu entrei na casa. SÓ uso os bônus que chegam os códigos via rede social ou que estão liberado lá. Moro com mãe, meu padrasto e minha vó , 2 irmãos, e um tio, e na minha casa tem um computador que e de uso de todos, pois não temos condições de ter um computador para cada um.

Hello NillMaktub,

Does anybody else from the household owns an account in GGBet?

Dear NillMaktub,

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.

Good morning.....Yes, there are other people in my family who have an account at GGbet, and some I indicated I didn't know could not have more than one person from the same family in the house.

Bom dia .....Sim tem outras pessoas da minha família que possui conta no GGbet, e algumas eu indiquei eu não sabia que não podiam ter mais de uma pessoa da mesma família na casa.

Dear NillMaktub,

Basically, some casinos allow to play from same household but you can never use the same device for 2 different accounts and it is prohibited to claim the same bonus on multiple accounts in one household.

Is there anything else we could assist you with?

I find this strange and unfair, and even more so where in the house rules does it say this? That for a person who only has a computer at home, other people can't play? To have some type of punishment, you should make this very clear, because by law there is no crime if the person does not know they are committing it. This is clear in our jurisprudence in the error of prohibition.

Acho isso estranho e injusto, e ainda mais onde na regras da casa esta escrito isso? Que para uma pessoa que só tem um computador em casa outras pessoas não podem jogar? Para ter alguns tipo de punição vocês deveriam deixar isso bem claro, pois por lei não existe crime se o mesmo não sabe que esta cometendo. Isso tá claro na nossa jurisprudência no erro de proibição.

Dear NillMaktub,

The casino prevents a player to create multiple accounts by the same player as when the same device is used, it is impossible to determine if it was not created by 1 person. Many players just uses their family details to create multiple accounts to claim as much bonuses as possible and such rules are to prevent this situation.

Unfortunately, we can't enforce the casino to change their decision and it is up to them whether they allow all the accounts used from the same device to be verified.