GT.Bet Casino - Pelaajan tili on suljettu.

I had an account on this casino and I asked for a withdrawal of 310.8€ and now they send me email that my account was suspended and I will not receive my money. I do not have second account on this site. They are totally scammers..

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.

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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.

• Could you please forward me the email you received from the casino after your account was suspended? My email address is veronika.f@casino.guru.
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• What types of games did you play to accumulate your winnings?

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

I sent you the email. They never asked me for KYC. I did not create an account on the same name etc. I even did not use VPN. On the same IP is my father but I do not think he created an account

The company continues to send me Newsletters but does not respond to my request to clarify the reasons for the suspension of my account and the loss of my money. Please help me.

Η εταιρεία συνεχίζει να μου στέλνει Newsletter αλλά δεν απαντάει στο αίτημα μου για να μου διευκρινήσει τους λόγους αναστολής του λογαριασμού μου και της απώλειας των χρημάτων μου. Παρακαλώ πολύ για τη βοήθεια σας

Could you please also forward me the original email you received from the casino with the explanation why your account was closed? I have not received that message from you yet. Thank you for your cooperation.

I sent it to you again. I had sent it to you a few days ago.

Σας το έστειλα ξανά. Σας το είχα στείλει και πριν μέρες

Thank you for your emails. What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?

Did you accumulate your winnings with any active bonuses?

They were slots.

Hello spkalp,

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

No problem. I await your response.

Κανένα πρόβλημα. Περιμένω την απάντηση σας.

Dear spkalp

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, Barbora (barbora.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,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite GT.Bet Casino representative to join this conversation.

Dear GT.Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

Thank you for your patience.

We have sent the clarification regarding this case together with the supporting evidence to your email address (barbora.p@casino.guru).

Kindly check your inbox, and please let us know if any additional information is required.

Kind regards,

GT.Bet Team

Dear GT.Bet Casino,

Thank you for the evidence provided. I have sent you an email with a request for some additional information.

I will await your response.

Dear Barbora,

Thank you for your message.

We have sent all the requested information. Kindly check your inbox at your convenience.

Please let us know if any additional information is required.

Kind regards,

GT.Bet Team

Dear player,

After reviewing the evidence provided by the casino, we found a strong technical connection between your account and other accounts at the casino. This evidence sufficiently supports the casino’s finding that its multiple-account rules were breached.

For this reason, we are unable to challenge the casino’s decision and must reject the complaint as unjustified.

Thank you for your understanding.