The player from Chile has been accused of opening multiple accounts. Admittedly, his partner had an account in the same casino. However, after gathering all the necessary data and details, we decided to close the complaint as unjustified because of many factors indicating there was rather a no-deposit bonus offer abuse. Otherwise, it would be very difficult or even impossible to prove the player's claims.
GGBet Casino - Player has been accused of opening multiple accounts.
Amount: $56,000 CLP
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
1 year ago
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1 year ago
Translation
My partner recommended this casino to me because of its welcome bonus of 17,500 pesos. I entered and registered, I started playing for a few hours from my computer and I managed to complete the bonus, one of the problems was that I see if the balance that I managed to have was going do the indicated one or it would only reset to the main balance, the person I contacted did not speak my language because of the schedule but even so she told me that it would remain in the one that I achieved... it turned out to be as I suspected because it reset to 17,500 and not the 50,000 that I had made, for me this happens to be the least of the problem since I was able to redo the previous amount and a little more (I made 56,000) I wanted to withdraw them and I contacted support (this time it was in my language) They told me that I had to verify my account and make my first deposit to withdraw my balance, I tried to verify my account but the option did not appear on the page, also in my data the birthday date indicated a day before which I really am, I returned I went to contact support, only this time from my partner's phone (to be able to send screenshots that my information was wrong and also the option to verify my account did not appear) support told me that they would contact the staff who would enable In my account the option to verify my data, while I was waiting I was seeing the option to deposit to the casino to be able to make the withdrawal that I expected and I am surprised that my account was blocked, I quickly went to check my gmail hoping to see some notification or message giving me the reason for this but I did not find anything, I tried to communicate with support and again it was not in my language, they told me that my account was blocked for abusing their rules and according to them by multiple accounts to abuse the bonus, I try to explain that I had to enter my account from my partner's cell phone, which she still has an account (it is still valid), try to find an explanation since it ac They shamelessly used this since it was the first time that I created an account and played fairly, I was willing to verify my data and make the deposit to receive my money, the only response I received was that it was impossible to do something because it had already been decided On the part of the casino, according to them, an investigation had been carried out but my account only existed for a couple of hours and when I started the session from my partner's cell phone, about 10 minutes had passed before they blocked me, I feel that their justification for this was More an excuse and I do not find it valid that they took away the chance of being able to do my participation in the casino well. I have photos of the chats, eh, even the capture from my partner's cell phone, which was sent to support. I hope this has a solution since I really did not do anything wrong and I would do what was requested as appropriate.
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1 year ago
Dear carlitox,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):
"The issuance of all bonuses is limited to one IP address, player, device, phone number, credit or debit card and/or electronic wallet, email, and network where computers are in the public domain (for example: university, public library, work network, etc.) If this rule is not adhered to, the Administration has the right to: void (remove) the bonus and all subsequent winnings from it; void the player’s real balance; block access to GG.BET casino; block the player’s account."
Please understand that several things are against you in this specific situation.
- you profited from the same free bonus as your partner
- your DOB is incorrect
- you accessed your casino account from the same device as your partner
Please understand that all these factors make it extremely difficult to confront the casino. I strongly advise checking in the future with the casino if you are entitled to redeem any free bonuses once someone from your household has done so already. Be extra careful when entering personal details while registering a new account and lastly, do not access your casino account from a device that is used by another casino player.
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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Translation
My dear:
My birthday date for my part was added correctly, I contacted support for this same reason since my date appeared different, for the same reason I entered another device since from my computer I was not allowed to send screenshots, from support I was informed that my date was fine and it was only a problem with the page that I saw it altered, my bonus was terminated before logging in on another device so it really doesn't make sense for me to be blocked, they never provided me with the verification option by the casino despite requesting it... on their part it was quite a breach.
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1 year ago
I understand a bit more now, thank you. Could you please advise if you placed the minimum deposit to verify your payment method and to be able to place a withdrawal of your winnings? Do I understand correctly that your account was opened after your partner's one? Was the account of your partner previously verified?
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1 year ago
Translation
Do not make the deposit since you first request verification from customer service, after that you would do it. My partner had his account months before me, which was verified and he had even already made withdrawals at some point...
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1 year ago
Thank you very much, carlitox, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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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1 year ago
Hello, carlitox,
I am sorry to hear about your unpleasant experience. 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, complete the KYC, and withdraw the winnings? 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.
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1 year ago
Dear Branislav
We're afraid it will be impossible to unlock player's account, since the player has already used the no-deposit bonus and successfully withdrawn the funds out of it. As you can see from the screenshot below, the same device and Ip was used for both accounts. And since there is no eventually player's money at dispute (deposit was never made), we find it reasonable to keep the account blocked on the permanent basis.
Kind regards
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1 year ago
Greetings all,
Dear GGBet Casino Team,
Thank you for your explanation. Allow me please to ask a few more questions to clarify the situation.
How many times did the player log into his account using the same IP/device as another connected account? How many times did he use the same IP/device before he requested a withdrawal? Is there any login/logout history with the details (IPs/device used) for both accounts that the casino could share with me?
Can you please provide me with the personal details of both connected accounts with the registration dates and the transaction history where it is visible that the same no-deposit bonus was used? Are there other matches in their personal details? Were the players able to verify themselves as separate persons? How can the casino know that both connected accounts were used only by one and the same person?
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1 year ago
Greetings all,
Thank you very much, GGBet Casino Team, for your email and the additional data.
Dear carlitox,
As you may know, we are trying to see the player's complaints objectively, as an independent mediator, and especially defend the players that unknowingly breached casinos' terms and conditions, or a casino was not fair to a player considering our Fair Gambling Codex. Unfortunately, after gathering all the necessary information and details, and having an internal discussion with my team, we agreed this issue does not look like such a case.
Except for the things mentioned above by my colleague Petronela, there are more factors that indicate rather a no-deposit bonus offer abuse. Otherwise, it would be very difficult or even impossible to prove your claims.
You have not made any deposit to your account, nor there was any deposit made to your partner's account before. Basically, there was no other activity, just the use of the no-deposit bonus and withdrawal of the winnings. In addition, your partner was logged into the account a few minutes before you registered your account, after almost 2 months without any activity.
Therefore, from our point of view, we decided to close the complaint as unjustified.
I am 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. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
