GT.Bet Casino - Pelaajan hyvityspyyntö on viivästynyt sähköpostiongelmien vuoksi.

Hello i request for a refund, the casino say they send me emails for processing the refund. i never receive these emails. When i use another email adres they respond immediately. I ask the casino too change my old email adres too the new one. (Because the old is not available anymore.

the casino refuse too change the mail adres. They also refuse too send the information for my refund too my new email adres.

note my old email adres were i registrate with in the casino is not active anymore and even don’t excist anymore.

i want the information for my refund. So we can close this case when i receive my refund.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Dear michaelfromnl1111,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with GT.Bet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Can you access your player's account, please?
• How long have you been a player at this casino?
• Have you passed the KYC verification, please?

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

Best regards,

Katarina

Hello, i was there only for a couple of weeks. I dont have acces anymore too my account. I send them all my kyc documents.

Dear michaelfromnl1111,

thank you for your reply.

Have you received a confirmation that your account is fully verified, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear michaelfromnl1111,

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.

I already send you the documents a few days ago.

Dear michaelfromnl1111,

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, Igor (igor.p@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,

Katarina

Dear michaelfromnl1111,

I am sorry to hear about your problem with GT.Bet Casino.

I will now try to contact a GT.Bet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a GT.Bet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hello,

GTBet is a fully licensed and regulated platform, and we operate strictly within all compliance requirements set by our licensing authorities. Every procedure is handled with the highest level of diligence to ensure fairness, accuracy, and full legal compliance.

We understand that waiting for a resolution can be frustrating, but some cases require additional time for a thorough internal review. These procedures cannot be rushed, as they are designed to protect both the platform and our players.

Please also note that every user, when registering and playing on the website, confirms their understanding of the Terms & Conditions and the processes involved. We always encourage players to register only when they feel fully comfortable with the platform and its rules.

That said, we remain committed to assisting you and completing all necessary checks as quickly as possible. If you need an update or wish to discuss your case further, our support team is always available through official channels.

Best regards,

GTBet Team

Dear GT.Bet Casino,

Thank you for your response and for informing us that you are looking into this case.

Please feel free to share any additional information, and let us know whether the player can do anything to speed up the process.

Hello,

We would like to confirm that the complaint has been thoroughly reviewed. A detailed response addressing the concerns raised has been provided to the player in accordance with our internal policies and regulatory obligations.

Thank you for bringing this matter to our attention. We take all complaints seriously and ensure that each case is handled with full transparency, compliance, and fairness.

Best regards,

GTBet Team

Dear michaelfromnl1111,

According to the casino’s response, they provided a detailed explanation in the email regarding this complaint.

Could you please comment on that and also let us know whether you consider the complaint resolved now?

If you have any more questions or if you are not satisfied with the casino’s explanation, feel free to share any concerns.

Hello,

no the complaint is still not solved. They reject now my refund request. I made a refund request because im self exclude because a gambling addiction. I set a self exclusion for that for all sapphire summit casino’s. They dont respect it and let me open an account even they know im self exclude. I send them also proof for this.

There is also in there terms players from the netherlands are not allowed too play in the casino. By law its the full responsibility of the casino too geoblock players from prohibited countries. I use my adress incl my dutch adres dutch ip adres dutch telephone number and deposit from a dutch bank account.

the casino knows im a player from the netherlands.

Dear GT.Bet Casino,

Could you please share more information and provide an explanation regarding this case?

Hello,

We have carefully reviewed the concern raised by the player regarding a refund request.

Please note that every player registering on our platform undergoes a thorough verification process, which includes checks against self-exclusion lists and restricted player databases. In this case, the player was not listed in any self-exclusion or restricted databases at the time of registration.

We would also like to highlight that all users explicitly agree to our Terms & Conditions upon registration, which clearly outline their rights and responsibilities while using the platform. Compliance with these rules is essential to ensure a fair and safe gaming environment for all players.

Our platform operates fully in line with licensing and regulatory requirements, and we take all procedures seriously. While we are committed to assisting our players, it is ultimately the responsibility of each player to understand and adhere to the rules they agree to upon registration.

GTBet Team

I've sent you proof that I'm registered. This doesn't change the fact that players from the Netherlands are not allowed to use your platform. This is the casino's responsibility under the law. When I opened the account, you could have already seen from my information that I'm a Dutch player. Yet, you still allowed me to make multiple deposits.

Ik heb jullie bewijs gestuurd dat ik ingeschreven sta. Ook neemt dit niet weg dat spelers uit nederland geen gebruik mogen maken van jullie platform. Dit is het casino zijn verantwoordelijkheid volgens de wet. Bij het openenen van het account hadden jullie aan de hand van mijn gegevens al kunnen zien dat ik een nederlandse speler ben. Toch hebben jullie mij meerdere stortingen laten uitvoeren.

Dear GT.Bet Casino,

You mentioned that the player underwent verification at your casino.

Could you please explain how a player from the Netherlands was able to verify, given that the Netherlands is among the restricted countries?

The player also informed us that they previously set self-exclusion across all of your casinos. Could you explain how self-exclusion requests work across your casinos?

Additionally, the player requested that his email address be changed multiple times. Could you explain why this has not been done so far?

Even though his old email address is no longer available, the change can be done in multiple ways.

You also mentioned multiple times the following: "Please also note that every user, when registering and playing on the website, confirms their understanding of the Terms & Conditions and the processes involved."

Could you please elaborate and inform us if there are any particular rules you are referring to?

Dear Igor,

Thank you for reaching out.

We would like to clarify the following points regarding this account:

The account has been verified using the ID provided. Our restrictions are based on country of residence, not citizenship. No conclusions are drawn solely from the ID.

Once a clear request to restrict an account is received, we immediately enforce the restriction. Relevant support links are provided, and the account is never reopened.

Changing the registered email requires following a specific procedure. The process has not yet been completed because the player did not fully follow all the required steps. Once the procedure is completed, the email can be updated. The player is advised to contact our support team for assistance.

Kind regards,

GtBet Team

In response to gt.bet's response, when creating an account, you're clearly asked for your country. I've attached a screenshot.

so this excuse is off the table.

Op het antwoord van gt.bet. Bij het aanmaken van een account wordt duidelijk gevraagd om het land. Ik heb een screenshot bijgevoegd.

dit excuus lan dus van tafel.

Dear GT.Bet Casino,

The player has pinpointed the fact that during registration, the Netherlands is listed among the available countries.

Could you please comment on that?

Additionally, could you please share the exact steps on how to change the email address?

The player has tried to contact you regarding the email address change multiple times so far, but without success.

The mail adres is now changed but on messages i send i dont get a reaction.

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.

Hello!

The presence of a country in the registration form does not automatically grant access to play. Account registration, profile completion, and actual access to gaming products are separate stages.

We implement multi-level checks in accordance with our Terms and regulatory requirements, including verifications during and after registration.

If a player’s jurisdiction is restricted, access to games may be limited or blocked at any stage.

The list of countries in the profile is also used for identification, KYC, and statistical purposes and does not guarantee permission to play.

Kind regards,

GtBet Team

Dear GT.Bet Casino,

If players from the Netherlands are restricted, the casino must actively prevent registration, deposits, or gameplay, not allow full access and only rely on post-factum checks.

For example, the casino should check Dutch address details, IP address, phone number, bank deposits, etc.

Therefore, the player should be eligible for the full amount.

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.

Hello!

We would like to clarify that by registering and participating on the website, each player confirms that their participation in gambling activities complies with all applicable laws and regulations of their country of residence. This obligation is clearly outlined in our Terms and Conditions and remains the responsibility of the player at all times.

During registration, players are required to provide personal details. However, it is important to note that users often enter information related to registration or permanent address rather than their actual place of residence at the time of play. For this reason, country selection during registration alone cannot be treated as definitive proof of current residency or eligibility to access the platform.

Determination of a player’s actual jurisdiction may only be confirmed during additional verification stages, including enhanced KYC checks, payment verification, and compliance reviews. These checks can take place during or after registration, depending on regulatory and risk indicators.

If at any stage it is determined that a player is accessing the platform from a restricted jurisdiction, appropriate limitations or account actions are applied in accordance with our regulatory obligations.

We operate in line with licensing requirements and compliance standards, and we continuously improve our monitoring and verification processes to ensure a fair and secure environment for all users.

Dear GT.Bet Casino,

According to our policy and point of view, casinos should actively engage in preventing players from restricted countries from registering on their websites.

Having the Netherlands as an option during registration, not taking action when the player’s IP originates from a restricted country, and, on top of that, successfully verifying the account with a Dutch ID are clear signs that you unfortunately did not fulfill your duties as a casino.

Therefore, the player should be eligible for a full refund.

Please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.

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.

Hello, Igor!

We understand your position. However, we act strictly in accordance with our Terms and Conditions, which every player reviews, accepts, and agrees to during registration.

Our Terms clearly state that by using the website, the player confirms that they are acting in compliance with the gambling laws and regulations applicable in their country of residence. Responsibility for such compliance rests entirely with the player.

 The player registered on the website knowingly, while being aware of the regulations of their country, and explicitly confirmed acceptance of our Terms and Conditions.

We would also like to draw your attention to another relevant provision of our Terms. Our products are consumed instantly during gameplay. As such, we do not offer refunds, returns of funds, or cancellation of services once gameplay has commenced. When a game is played with real money, the funds are deducted from the account immediately.

Given that the player voluntarily registered on the website and consciously used their funds for gameplay, the funds that have already been spent cannot be refunded.

Thank you for your response.

I must formally reject your position that this matter is solely my responsibility.

While I initiated the registration, it is entirely your responsibility as the operator to enforce your own Terms and Conditions. Your Terms explicitly prohibit residents of the Netherlands from registering and playing on your platform. This is a clear eligibility restriction, not a discretionary rule.

You accepted my registration, allowed deposits, and enabled gambling activity despite this prohibition. You also had multiple means to identify my jurisdiction, including IP data, payment information, and account details. The failure to apply geo-restrictions rests with the operator, not the player.

An operator cannot benefit from gambling activity that should never have been permitted under its own rules. Any such activity is therefore invalid, and retaining losses would constitute unjust enrichment.

This position is consistent with dispute resolutions involving prohibited jurisdictions and will be raised with third-party dispute services and my payment provider should this issue remain unresolved.

I again request:

Immediate closure of my account;

Refund of deposits and/or net losses incurred while my account was wrongfully permitted;

Written confirmation of resolution.

I expect a substantive response.

Dear michaelfromnl1111,

I have repeatedly tried to explain to the casino that it should proactively restrict and block players from restricted countries.

The explanations and reasons they have provided are not reasonable, and the casino should definitely act more responsibly.

For two months, there was no progress on the casino’s side. On top of that, the casino deliberately abused the response timer and replied mostly on the last possible days.

Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

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

Best Regards,

Igor