The player from Germany had his account suspended while a withdrawal of 1850 euros was pending. The casino claims she violated terms and conditions by opening multiple accounts, which the player denies, insisting she has only one account. Later, the casino provided us with sufficient evidence to support its claims and decision. There are reasonable grounds and strong data to believe we are talking about a serious breach of the casino's Terms and Conditions - multiple accounts used by 1 person or close collusion and bonus abuse. In addition, it looks like the user very likely used an Austrian IP (VPN) intentionally to bypass the casino's system restrictions in order to register at the casino and fully use its services despite being from a restricted country. Therefore, the complaint was closed as unjustified. The casino acted in accordance with its terms and conditions, and we accept its decision.
GGBet Casino - Account suspension and winnings confiscation over alleged multiple accounts.
Amount: €1,850
GGBet Casino
Safety Index:LowUnjustified complaint
REJECTED
Case summary
Hello, my account was suspended on 19.09.2023 at gg.bet
There was a pending withdrawal of 1850 euros
The winnings were from real money
I received the following email:
Hello!
You have registered and used more than one account on our website.
This is a direct violation of the website's terms and conditions and for this reason, we have suspended your account.
● You will no longer be able to use GG.BET's services.
● Any balance on your account will not be refunded.
● If you attempt to open a new account, this will also be suspended.
The GG.BET Team
They are claiming that I have opened more than one account on gg bet, which is not true as I only have one account
I demand that the casino provide evidence that supports their claim.
I am already fully verified and it was not my first withdrawal
Dear Jonamia,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 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 when exactly was your account verified and when did you make the last withdrawal?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
Hello, no, it is impossible for someone else to log into my IP address, only I have access to it.
I registered on
April 22, 2023, and the first payout was on April 29, 2023. from 390 EURO.
Best regards
Jonamia
Thank you very much, Jonamia, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello, Jonamia,
I am sorry to hear about your issues. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite GGBet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear GGBet Casino team,
Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the remaining balance? Why have the winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Thank you very much Branislav for your support, I really appreciate it, above all it's about winning real money and that would be really nice if the casino would take a stand.
Warm greetings to all helpers
Jonamia
Dear Jonamia,
Thank you for reaching out regarding the suspension of your account on September 19, 2023, at GG.BET.
We understand your concerns about the suspension and would like to provide further details regarding our decision. After receiving your complaint, we conducted an additional investigation to ensure transparency and avoid any misunderstandings.
Our investigation revealed that a single device was used to authorize access to five different accounts in April and May 2023. Furthermore, a VPN was employed to conceal the location, as evidenced by a sudden change in location from Vienna to Eberbach on your account within a minute. Such an abrupt shift raised red flags, as it seemed highly improbable. Additionally, each of these accounts had multiple identical bonuses activated and were played using an identical strategy on the same slot machine, "Heads and Tails."
Based on our findings, this activity is considered a direct violation of our terms and conditions, which prohibit the registration of multiple accounts and the manipulation of bonuses in such a manner. As a result, all five accounts were suspended for breaching our bookmaker's rules.
We understand your assertion that you only have one account with us and your concerns about the suspension. However, our decision to suspend the accounts was made after careful consideration of the evidence provided, and it was in line with our policies. We take these matters seriously to maintain fairness and integrity for all our players.
Hello, I didn't use a VPN while I played with you, and on the day I won I deposited 1100 euros and ultimately won with real money and if you win with real money you are allowed to play heads to tails! I only have one account with you with my real name and with the same place of residence in Germany, your accusations are false and I think it's really bad that they blocked me before they didn't pay out my real money winnings. I demand proof from them that confirms that I have multiple accounts!!!! Everything else is just an excuse from you because you can't use players who win every now and then! I haven't violated the controls because I always read the controls before I even start playing!
Best regards
DD (Jonamia)
Thank you both for your replies and explanations.
Dear GGBet Casino Team,
I would only like to repeat a part of my previous post.
"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."
Are you please able to send me the evidence supporting your claims and the casino's decision?
Hello!
We appreciate your request for evidence supporting our claims and the casino's decision. We are committed to transparency and ensuring that our decisions are based on valid grounds.
Rest assured, we are prepared to provide all the necessary information to substantiate our decision. This includes any relevant evidence that pertains to the matter in question.
Hello!
The information has been sent. If additional information is required, we will be happy to provide it.
Thank you for your email and the provided details, GGBet Casino team.
Can you please look at my last email regarding the matter, and provide me with the requested information?
Dear Jonamia,
Although in the meantime, I requested further details from the casino, the evidence provided so far shows that you used a VPN or at least your IP/location was changed from Vienna (AT) to Eberbach (DE) within approximately 1 minute. Can you please explain it somehow?
Players from Germany are currently restricted from registering/playing at the casino, which I tested myself a while ago, as you can see on the announcement I received upon the attempt to sign up.
How did you manage to sign up there? Was it the reason the AT IP was used, or did the casino's Terms and Conditions change, and players from Germany were accepted before (at the time of registration)?
Hello dear Casinoguru team
General terms and conditions:
4.4. The Company prohibits customers located or resident in the following jurisdictions from opening and using an account and making deposits: Afghanistan, American Samoa, Aruba, Australia, Belgium, Bonaire, Curacao, Democratic People's Republic of Korea (North Korea), France, French -Guyana, French Polynesia, United Kingdom, Guam, Guyana, Iraq, Iran, Israel, Italy, Yemen, Laos, Malta, Netherlands, Portugal, Russian Federation, Saba, Samoa, Saudi Arabia, Serbia, Singapore, Spain, Sri Lanka , St. Eustatius, St. Maarten, Sudan, Syria, Trinidad and Tobago, Turkey, USA, Uganda, Vanuatu, Cyprus, Ethiopia. This list of jurisdictions may be changed by the Company from time to time with or without notice. You agree that you may not open an account or attempt to use your account if you are a resident of this jurisdiction.
Germany is and was not mentioned, neither is Austria, so the countries are allowed
Casino bonus condition:
16. Any bonuses are limited to: one IP address
As of: November 1, 2023
I mention again, any deposit bonuses were played without a VPN. But with my real IP address.
The first deposit was made on April 24th, 2023!
My email address account is verified my account (KYC) was carried out successfully the data was accepted and approved or verified! Telephone number was accepted and stored (+49) =GERMANY.
Everything points to my residence in Germany and was accepted and approved, my winnings were also approved and paid out until recently (GERMAN BANK ACCOUNT) in the terms and conditions - Germany is not listed or mentioned!
It is possible that I accidentally used my name when registering (AT-Austria), but as you can see, after 1 minute I immediately switched to my CORRECT real IP address and successfully completed my (KYC) so that there are no complications should.
And among other things, my winnings, which are the subject of this complaint, were won with my real money and without claiming any bonus money.
The accusation from the casino is that I supposedly have several accounts.
I'll now ask again which double account with which personal details or what kind of double account is explicitly meant?
If I log in with my cell phone abroad, for example while on vacation, is that also a double account because I am then in another country even though I have only registered once?
I didn't know that I wasn't allowed to register with a VPN, and if that was the case, why wasn't I immediately blocked by the KYC office? I find it interesting that the casino waited 6 to 7 months until I won and then signed me up lock out!!!
As you can see, the error only happened to me once (with VPN), but the casino accuses me of criminality and multiple accounts. How is that supposed to work???
Kind regards, your Jonamia
Hello!
Jonamia, please, explain how you were able to register an account in Vienna (Austria) and, within just 1 minute, be located in Eberbach (Germany)? We are trying to understand this situation.
It is possible that I accidentally used my name when registering (AT-Austria), but as you can see, after 1 minute I immediately switched to my CORRECT real IP address and successfully completed my (KYC) so that there are no complications should.
Kind regards
Jonamia (DD)
Hello dear team and Ggbet:
my answers to your questions Branislav:
- What does the bonus rule mentioned have to do with this case? Why did you mention it?
Answer: This has to do with the fact that I made a deposit on a bonus with this winning,
But at GGbet the system is separate, you can only play with your real money first and then with your bonus money (separate separation possible for the bonus, first real money then bonus money)
That's what I did, I deposited for a bonus but first played with my real money and won with my real money but deposited for a bonus. If I hadn't won anything with real money, I would still have had the bonus money to play with,
The deposit was and still was a bonus, but the winnings were with real money, so I didn't touch the bonus or bonus money.
- If, as you claim, you didn't know that VPN was banned, you just accidentally registered at the casino with a VPN (AT IP) and are referring to the casino's terms and conditions, which do not specify the countries in question as being restricted So you didn't know about the restriction, so why did you immediately switch to your correct real IP address? If everything was working fine with the VPN, how did you know it could cause a problem?
Could 1 minute be the time elapsed from registration to confirmation of your email?
Answer: As I already told you, I surf privately at home with VPN, when I felt like playing I logged in and registered with ggbet and entered my correct data, after or during registration I noticed that my VPN was on, I immediately broke off the connection and used my correct IP address, quite simply for this reason, as you noticed and also know if you read the terms and conditions, it is forbidden to use VPN and play with it in most casinos, so This answers your question, you should refrain from using a VPN and you shouldn't do it. As a player or user you know that, it is pointed out by Casino Guru and also in the general terms and conditions of the general casino,
I am no longer able to know or remember how long the time has passed between the VPN conversion and the email verification, this was about 7 months ago, please understand that what was 7 months ago was no longer 100 % can be tracked how much time it took me to use an email verification link with the VPN turned off.
PS:
I will send you the requested data by email.
I would like to thank you for your cooperation and wish you a nice day.
Jonamia (DD)
Many greetings to GG BET.
Would GGBET be so kind and kind as to unblock my account so that I can send the desired data from my profile to Branislav from the casino Guru team? because he would like to see my profile data and what is in my profile!
Unfortunately access is blocked and I don't have access to my profile, I'm trying to cooperate in this case but unfortunately I can't give you any data about the data entered that is visible in my profile because access is not possible!
Greetings from GG BET.
Jonamia, we appreciate your message and the information you provided.
We will look into the matter.
Currently, we are still in the process of gathering data to provide Branislav with additional evidence.
Dear Jonamia,
Thank you for your email and the screenshots provided. It is enough to support your claims.
If you tried to explain that the disputed funds were accumulated with your real money balance, without placing bets from the bonus money balance, why did you refer only to the part of the Bonus rules stating that any bonuses are limited to 1 IP address?
I do not think that I asked for something impossible. Online casinos usually send notification emails for KYC/withdrawals. Since you sent me the screenshots of such notification emails and informed me that you did not receive an email confirming your KYC, it looks like it was not so difficult to provide or explain, and you understood my questions correctly. As for the other requested details - if you cannot remember, nothing happens, it is understandable. Hopefully, the casino will help us with the missing and important details. The one about the time between registration and confirmation of your email was rather a general and rhetorical question.
Anyway, since I am still waiting for the additional evidence from the casino, can you please go through my previous posts again, and answer the unanswered questions?
Hello Branislav and ggbet,
I would like to emphasize to you once again that I played and by chance came with my real money, but it was a deposit on a bonus, only I then had it separately in the cash register. I only emphasized all of this to draw everyone's attention to the fact that I actually did I'm mainly a bonus player, the mention of the IP address was simply a copy of the bonus conditions and the casino's terms and conditions,
I would like to repeat myself again and really try to remember what happened about 7 months ago, I surf privately from home with VPN, unfortunately it can and has happened to me where possible that I registered with ggbet and after or When registering, I noticed that I still had my VPN on, from forums and at Casinoguru and in most casino terms and conditions you can see that you are only allowed to register with an IP address and you are not allowed to play with a VPN disguise, In this case, as was the case with me, I accidentally registered with an active VPN connection when logging in and noticed the error immediately afterwards or during registration and immediately did everything possible to reveal my real IP address so that it didn't happen Should problems arise, yes it is correct, I provided my real data when registering and carried out my KYC with real data, a confirmation link that I am verified or I did not receive an email from ggbet, this is displayed in the profile automatically or that check is still ongoing or whether you still have to submit documents later, this is a technical aid organization or a program in the profile, unfortunately I can't get into my profile so I can't send you screenshots with what data and whether I'm verified, but as you can see A few days ago I sent you a confirmation email from GGbet where several sums were successfully paid out.
Before each registration, I first check whether the country (DE)-Germany-Germany is allowed and you are allowed to register at the casinos, I also did that at GGbet casino, I always check the country in question to see whether it is allowed at all .
Could 1 minute be the time elapsed from registration to confirmation of your email?
It's possible yes, but according to my emails I didn't receive any verification link from GGbet,
I emphasize once again that it is correct that at some casinos you will receive a confirmation email and you then have to click on this link to continue your registration, but this is not the case with all casinos.
I don't know if that's the case with GGbet, I registered 7 months ago, I haven't found anything in my existing emails, not even under the deleted category in my emails from a verification link, it's possible or not possible there is a link,
Do you have any questions Mr. Branislav or GGbet?
I hope I was able to answer your questions. If I forgot to answer any questions, please ask them again or point them out to me
I wish you a good day to everyone involved
Best regards
(DD) - Jonamiah
Dear Jonamia,
Your explanation of playing with only real money (with an active bonus) and stating a part of the rule rule that should not have anything to do with the case does not make sense.
Sure, there are still a few questions that you have not answered yet. Please, look at my 2 consecutive posts added to the thread on November 9, 2023 (you can see the exact date and time of adding by clicking on the time information at the top of each post), and answer all the unanswered questions, as I asked you for in my previous post. This is the third time I am asking you for the answers.
In addition, I would like to ask for other things.
Do I please understand correctly that, as you claim, you checked the casino's Terms and Conditions due to possible country restrictions shortly before the registration, but you forgot about your VPN and accidentally used it during the registration, and only then realised it and switched it off?
Also, there are still inconsistencies in your posts. After the casino informed us about the location change (VPN), you stated that you did not use a VPN while playing in the casino, and you did not mention further details at all. Then, you stated that it is possible that you did it accidentally, while you claimed that you could not (understandably) remember things that happened a few months ago. However, although you cannot remember other details exactly, you suddenly remember clearly how it was with the VPN, and you refer to it as if you were sure about it. You did not mention things that you are sure about (using VPN during registration) earlier after the first casino's post describing your location change, and instead, you only mentioned that you did not use VPN during play and were waiting with further details sharing until it was clear the casino has enough evidence to support its statement. Can you somehow explain it?
Did you suddenly and accidentally recall exactly this and in detail, from all the things I asked you about and that you allegedly could not remember?
Hello, everyone!
I have sent some information, I hope it will be helpful and clarify certain issues.
Dear Jonamia,
I was provided with additional evidence from the casino. After gathering and reviewing all the necessary information, we decided to not drag the process out, and we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts used by 1 person or close collusion and bonus abuse. In addition, it looks like you very likely used Austrian IP (VPN) intentionally to bypass the casino's system restrictions in order to register at the casino and fully use its services despite being from a restricted country.
The casino acted in accordance with its terms and conditions, and we accept its decision.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
In case of any questions or need help, feel free to write to me at branislav.b@casino.guru. However, please note that although you avoided replying to specific questions that I asked above, your further emails will not be answered until I receive the requested information and explanations. It would be great to have them anyway, for possible future complaints purposes.
Thank you for understanding.
Thank you very much, GGBet Casino Team, for providing information and for your cooperation! I sincerely wish other online casinos cooperated the same way or had the option to provide us with such data as you. Great job!
Best regards,
Branislav, Casino.Guru
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