The player from Germany has been accused of opening multiple accounts. The issue was successfully resolved, the player's account was verified.
GGBet Casino - Player has been accused of opening multiple accounts.
Amount: €410
GGBet Casino
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello,
I played the same site as gg.bet on ggbetly.com and then one day I got an email with a bonus of 200% for the gg.bet site, then I clicked on this email and came to this site where I then registered and played. One day I wanted to pay out something and then my account was blocked because I supposedly had used several accounts and played with them. The problem is that they sent me an email with a bonus and I didn't know that I can't register there !! Now I've confiscated my 410 euros and I can't do anything about it. In itself the site is great and I've never had problems until now and I can't even help it! I need help from someone who can get in touch with ggbet administration. I've written to support for hours and they can't help me.
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3 years ago
Dear Dario,
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?
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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3 years ago
Translation
Hello. No, the only person who played there is me. Wiegesagt I played on ggbetly.com for a long time and received an email from gg.bet in which a bonus with 200% was received and I opened it to play it. Whereupon on the page where I ended up registering and doing so to play. I had no idea that gg.bet and ggbetly.com are a company which denied me that I could not create another account there. Therefore I ask myself why this site sends me a bonus by email to play there when I am asked to register there in order to be able to use it. When I did this and won there on gg.bet and wanted to pay out, I contacted the support and asked how the payout was going. She told me which documents I should send them. After I had done all this I was informed by the support after some time after about 2 hours that the administrators had blocked my account because I would use multi-accounts. That was never my intention and after hours of discussion with support we couldn't find a solution. I have described everything to them that I have described to them. They said that this was the final and that I could never play on any side of their company again.
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3 years ago
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By the way, I still get promo emails sent to my address with the same 200% bonus ..
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3 years ago
Thank you very much, Dario, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Dario,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite GG. BET Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Hello!
Thank you for contacting us. We will conduct a further investigation into the situation. Please provide a screenshot of the bonus offer you received.
Dario, we would like to know why you used the new email to register your account on gg.bet instead of an identical one?
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3 years ago
Hello there, everyone!
Thank you for the additional information. This matter takes a little longer than expected.
Having received a bonus letter from our casino, you rushed to register a new account, although on the screen you are called as a player and are not offered to register an account to use the promo code. When you click a button, you reroute to the casino’s homepage, you see a site that is identical to the one you’re playing on, it’s a little weird that you didn’t try to log in, but you went straight to the account registration page. You see, the bottom line is that when you try to register a new account using your email address, the system sends out an error "Login already used", thus preventing you from creating a duplicate account. In your case, there was a different e-mail that allowed you to create a second game account and conduct gaming simultaneously. That’s what worries us.
There are several mirror sites, which allows to reduce the load on the main site, distributing it on several sources. As a rule, they are placed on different hosting, this is done to make it possible to automatically redirect users to additional ones if the main site fails. In all cases, the site’s redundancies provide invaluable assistance in its successful existence, in ensuring the quality of services and in serving as a reliable insurance. That is why you can receive letters from our casino from mirror sites.
But again, why did you create a new account and why you didn’t try to log in with the data in your account, this remains an open question.
Kind regards,
GG.bet Casino representative
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3 years ago
Translation
To be honest, this is not exactly professional as long as I cannot answer and in the meantime I am getting a lot of emails from the site. Here is a small screenshot of what you sent me within several minutes. 
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3 years ago
Hello there, everyone!
Dear Dario, please clarify, where exactly in the letter about the bonus offer did you see the mention of necessity to register an account? As far as we know, such letters are purely promotional in nature with the consequence that the player may decide to activate the bonus or not.
We also wish to draw your attention that the rules clearly state that multiple registration is prohibited. Upon registration (in your case twice), you are asked to read the terms BEFORE you complete your registration.
5.5. You may only open a single account at the Website. Any other account you open on the Website will be considered as the "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:
5.5.1. all transactions made from the Duplicate Account may be made void;
5.5.2. all stakes or deposits made using that Duplicate Account may be returned to you;
5.5.3. any returns, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active may be forfeited from you and may be reclaimed by us, and any funds withdrawn from the Duplicate account shall be returned to us on demand.
As for mailing about bonus offers, you can always refuse them, in the letter there is a button for it. We would like to clarify on which email do you continue to receive the offers?
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3 years ago
Translation
What I do not understand is why you send me promos to my email that I am not allowed to redeem that is misleading.
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3 years ago
Hello!
Bonus offers are distributed to all users, you can always refuse it, in the letter there is a button for it.
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3 years ago
Hello everyone!
We are in talks with the anti-fraud department about this case, as we have many reasons to believe that the registration of the duplicate account was not random, all of our concerns we have described above. Thanks for your patience and time, we will try to make the final decision, taking into account all information received from the user, before the end of the working week.
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3 years ago
Hello everyone!
Dario, we are ready to offer you to continue verification, upon successful completion of the procedure you will have access to your account.
A letter with step-by-step instructions is already in your email, which is attached to your account.
Kind regards,
GG.bet casino representative
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3 years ago
Hi GG.bet Casino,
Thank you for your reply and help.
Dear Dario,
Let me know when your account is verified.
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3 years ago
Translation
I've just been verified and can log back in with my account. Many thanks for the help !!!
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3 years ago
Hi all,
Thank you for your replies.
Dear Dario,
I'm glad to hear that your account was verified. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
