The player from Germany is dissatisfied with the casino’s RTP (Return to Player). The player didn't provide any evidence supporting his claims and changed the topic of this complaint to failed self-exclusion. After gathering all the available information, we realized that the player asked for account closure, and not self-exclusion, therefore we rejected the complaint.
GGBet Casino - Player complains that he lost everything.
Amount: €7,740
GGBet Casino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello dear team,
Unfortunately, I have had very bad experiences with the selected casino site.
After I had deposited several thousands of euros, I was able to make a small profit (about 1300 €). In total, I then had € 7,740 in my account. I was only able to withdraw € 600 a day because of "technical difficulties". I couldn't set myself any loss limits either. End of story, I've lost everything! Within 30 minutes the site has eaten my money without giving any winnings (with a payout rate of about 97% ?, very strange). After I asked about the contact with the responsible supervisory authority, the only cheeky answer to me was "My conplaints are up to you". My question to you: can something be done there? , because the terms and conditions were obviously not adhered to with regard to the payout.
Automatic translation:
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2 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Kristina
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2 years ago
Translation
Hello, I also requested self-exclusion from the above site 6 days ago. Nothing has happened, although I wrote the e-mail exactly as these gentlemen requested. Just asked again in the chat
Here is the answer as a screenshot: 
How can such a thing be and why is such a casino not yet blacklisted?
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2 years ago
Thank you for your reply, Daniel. I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, or not close the account at all, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problems).
From what I can see in the attached screenshot, you requested the ban from the casino, and there is no mention of self-exclusion or gambling addiction, therefore we cannot proceed with this complaint as failed self-exclusion.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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2 years ago
I am sorry, Daniel, but not really. I don't see any mention of self-exclusion, or reason for account closure. Therefore we cannot proceed with this complaint as failed self-exclusion and confront the casino for not closing your account.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. We would like to help you, but it’s impossible for us at this time. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
