HomeComplaintsGemBet Casino - Player faces unfounded accusations and unreasonable bonus conditions.

GemBet Casino - Player faces unfounded accusations and unreasonable bonus conditions.

Amount: 1,199 $

GemBet Casino
Safety Index:Above average
Submitted: 02 Mar 2024 | Case closed : 25 Apr 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

7 months ago

The player from Singapore had encountered issues with GemBet's bonus rollover terms. After he had increased his funds through games, he tried to cash out but was informed of a 36x rollover requirement. The player had continued playing to meet these conditions, only to be accused of having multiple accounts. The casino had offered no proof when asked by the player. We had contacted the casino asking for supporting evidence and clarification. However, the player did not respond to our follow-up messages, which led to the rejection of the complaint due to a lack of further information.

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8 months ago

Went on to gembet to play some casual games of roulette one day, saw their 100% bonus and did not think too much deposited 100 dollars and came back with 200 from the bonus. Did not think too much and went and play a few games of baccarat and roulette, went from 200 to 20 and went on a spree all the way to 1200. Wanted to cash out. Told me theres a rollover of 7200. 7200 of 200. 36x rollover. Ok sure went and play alot more games with lower bets and just to clear my rollover. Once cleared ready to cashout, bam told me I had multi accounts.?????? We all know how the rest of the story goes. Not to mention their absurd turnover.

And their calculation of bonus are ridiculous would have never play if i read. Its ( Deposit + 100% Bonus) × 36 = Bonus. Your initial play money becomes bonuses balance too, what a joke of a site. Much upset playing on it never would play again. Had to roll 7200$ for a 100$ bonus, best part is accuse you of multi accounts.


Asked for proof and could not provide evidence keep hitting around the bush. Cant believe a casino can go so petty over bonus winnings. Joke of a casino

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8 months ago

Dear timoheheheh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

  • Have you withdrawn any winnings from this casino in the past?
  • Was your account previously verified?

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

Best regards,

Petronela

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8 months ago

From what I understand, I have no other accounts under the same email there. I have check my email it is my only account there, as for ip address, im currently using a vpn to access it. My account is verified, I have uploaded my Bank statement to the casino. I have not won and withdraw any money from the casino, it was my first time winning as i played casually, was unfortunate my first win ends like that. As for device not possible, i had a switch of phone and has only gone on the site for the first few times myself.


They kept replying the same thing not answering my question.


really questionable.

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8 months ago

Hi CasinoGuru, any update on the matter

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8 months ago

Thank you very much, timoheheheh, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  


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8 months ago

Hello timoheheheh,

 

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

 

I would like to request the presence of a representative from the casino in this conversation.

 

Dear GemBet Casino,

 

Could you possibly provide additional information regarding the accusations regarding multiple accounts and clarify the situation?

 

Thank you in advance.

 

Respectfully,

 

Michal

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8 months ago

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.

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8 months ago

Dear timoheheheh,


I am in contact with the casino internally. I will let you know here with any updates.

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7 months ago

Hey casinoguru, thanks for the follow up.

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7 months ago

Dear timoheheheh,


I need more time to investigate, that's why I am setting another timer. I will let you know here with any updates.

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7 months ago

Thank you Michal. Really appreciates you and the team putting in the effort for us little guys here. Whatever the outcome is I thank you on behalf of us players here.

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7 months ago

Dear timoheheheh,


I am in contact with a casino representative. Currently, we are waiting for an update from the casino regarding your case. I will keep you updated with any new information.

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7 months ago

Dear timoheheheh,


I have been informed that you have come to a conclusion with the casino and they refunded you your deposit. Could you comment on this?

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7 months ago

Dear timoheheheh,

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.

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7 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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