GG.BET Casino - Pelaajan tili on suljettu pysyvästi.

I would like to submit a complaint against GG.BET regarding the permanent closure of my account and the confiscation of my remaining balance.

After contacting the casino to clarify the reason for my account block, I received a response stating that my account was permanently blocked due to violations of their Terms and Conditions, specifically Paragraphs 5.5.1 and 10.2.

According to the casino, this decision was made based on their internal detection systems. However, they refused to provide any specific evidence, data points, or technical details, stating that such information cannot be disclosed for security reasons.

Furthermore, they informed me that:

My account has been permanently closed with no possibility of reinstatement

My remaining balance has been fully confiscated

Their decision is final and not subject to any further review or appeal

I strongly disagree with this decision and would like to emphasize the following:

I have only ever used one account on this platform

I have not engaged in any activity intended to abuse the casino’s services, bonuses, or games

The casino has failed to provide any concrete evidence supporting their accusations

The casino’s refusal to provide any verifiable proof makes it impossible for me to properly defend myself against these allegations. Simply referring to general Terms and Conditions without explaining how exactly they were violated is not sufficient justification for confiscating my funds.

Additionally, the lack of transparency and the statement that the decision is "final" without any possibility of review raises serious concerns about fairness and player protection.

I kindly ask Casino Guru to:

Request the casino to provide clear and verifiable evidence supporting their claims

Clarify how exactly these Terms and Conditions were allegedly violated

Review whether the confiscation of my balance was justified

I am willing to provide any additional information or communication if needed.

Thank you for your assistance, and I kindly ask for your support in resolving this matter.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Terms and Conditions of GG.Bet Casino, and this is what I found under the rules 5.5.1 and 10.2:

5.5.1. Each customer can only open one account on the website. Any additional accounts opened by a customer will be deemed duplicate accounts. We reserve the right to close such accounts, request documents from the customer to confirm their identity, and stop any activity on the accounts in question until the customer has confirmed their identity. In the event that a duplicate account has not been used intentionally to carry out activities using multiple accounts by a single customer, and provided that the relevant terms and conditions have not been breached, we may, at our discretion, allow the customer in question to withdraw any funds deposited to a duplicate account, minus any amount previously withdrawn, provided that all bets placed from said account are canceled. In the event that evidence of fraud is discovered, all bets will be voided and the accounts in question will be blocked without any funds being withdrawn.

10.2. Any free funds received from the Company: bonuses, points etc, also cannot be a subject for abuse by any means.

Please allow me to ask you a few questions to clarify your situation:

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• What types of games did you play at this casino?
• Could you please send me a link to the bonus you activated and played with shortly before your account was closed?

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

Best regards,

Veronika

Dear poppingseven,

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.

Dear Veronika,

Thank you for your response and for reviewing the relevant Terms and Conditions.

Please find my answers below:

There is no one in my household who plays at this casino, and I have not shared my IP address or device with any other person. To the best of my knowledge, no one else has created or used an account from the same environment.

I have not used any VPN, proxy, or IP-masking software to alter my location while accessing the casino. I have always accessed the platform using my normal internet connection.

I have submitted the required documents for KYC verification. However, before I could confirm whether the verification was successfully completed, my account was blocked, and I was no longer able to access it.

I played a mix of games, including live casino games, crash games, and slot games.

I can confirm that the bonus I activated and played with was the "Marathon" offer listed on the following page:

https://gg512.bet/promotions/casino/bonuses

I would also like to reiterate that I did not intentionally create or use multiple accounts, nor did I engage in any activity aimed at abusing bonuses or promotions.

If the casino’s conclusion is based on automated detection systems, I believe there is a possibility of a false positive, as no concrete evidence has been presented to support the allegations.

Therefore, I kindly ask the casino to provide specific clarification regarding the basis of their decision.

Thank you for your assistance, and I kindly ask for your continued support in resolving this matter.

Best regards,

poppingseven

Dear poppingseven

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear poppingseven,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from GG.BET Casino to join this conversation and assist in addressing the complaint.

Dear GG.BET Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear poppingseven,

After a detailed review of your account activity, we confirmed violations of our General Terms and Conditions, specifically paragraphs 5.5.1 and 10.2.

Please note that we do not disclose the exact detection methods, internal checks, or technical details used during such investigations, as this information is confidential and related to platform security.

As a result of these violations, your account has been permanently closed, and the remaining balance was confiscated according to the applicable Terms and Conditions.

Please be informed that this decision is final and will not be reconsidered further.

Dear Stefan,

After completing our internal investigation, we can confirm that the actions taken on the account were fully compliant with our internal policies and Terms and Conditions.

The account was reviewed through our internal security and risk systems, and the applied measures were based on the results of that investigation. We did not violate any procedures or platform rules while handling this case.

Due to security and anti-abuse reasons, we cannot publicly disclose specific detection methods or sensitive internal details. However, additional information regarding the case has already been provided via email for private review.

Best regards,

GG.BET Team

Dear GG.BET Casino,

Thank you for your response and the information provided.

I have reviewed your email and responded with additional comments regarding the case. We will now await your reply and any further clarification you may be able to provide so that we can continue reviewing the matter accordingly.

Thank you once again for your continued cooperation.

Hello Stefan,

Thank you for your message.

We have already provided our response with the requested clarification regarding this case.

Thank you once again for your cooperation and assistance throughout the review process.

Kind regards,

GG.BET Team

Dear GG.BET Casino,

Thank you for your response and the information provided.

I have responded to your email and will be awaiting your reply.

Hello,

I have also replied from my side. Thank you once again for your cooperation and assistance throughout this process.

Dear GG.BET Casino,

Thank you for your response and the information provided.

I have responded to your email and will be awaiting your reply.

Dear Stefan,

Thank you for your message.

I have also responded to your email and provided the requested clarification along with additional information for your review.

Kind regards,

GG.BET Team

Dear GG.BET Casino,

Thank you for your response and the information provided.

I have responded to your email and will be awaiting your reply.

Hello,

We have responded to your email with the requested information and will await your reply.

Kind regards,

GG.BET Team

Dear GG.BET Casino,

Thank you for your response and continued cooperation.

I have responded to your email and will now be awaiting your reply. Once I receive your response, I will continue reviewing the matter accordingly.

I look forward to hearing from you.

Dear Stefan,

Thank you for your message.

Just to clarify, I already provided my response on June 11 and have been waiting for your reply since then. I will continue to await your response so the review can proceed.

Kind regards,

GG.BET Team

Dear GG.BET Casino,

Thank you for your continued cooperation in this matter.

I have reviewed your latest response and replied accordingly. I will await your further comments before proceeding with the next stage of my assessment.

Thank you in advance for your cooperation. I look forward to your reply.

Hello Stefan,

Thank you for your message.

We have provided our detailed response via email.

Should you have any further questions or require any additional information, we will be happy to assist.

We appreciate your cooperation and look forward to continuing our collaboration.

Kind regards,

GG.BET Team

Dear GG.BET Team,

Thank you for your response.

I have replied to your email and will await your response.

I look forward to hearing from you.

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.