GGBet Casino - Player has been accused of opening multiple accounts.

Mi pareja me recomendo este casino por su bono de bienvenida era de 17.500 pesos, entre y me registre, comence a jugar unas horas desde mi ordenador y logre completar el bono, uno de los problemas era que yo consulte si el saldo que lograra tener iba hacer el indicado o solo se reiniciaria al saldo principal, la persona con la que me comunique no hablba mi idioma por el horario pero aun asi ella me indico que se mantendria en el que yo lograra... resulto siendo como sospeche porque se reinicio a 17.500 y no los 50.000 que habia hecho, para mi esto pasa hacer lo menor del problema ya que logre volver hacer el monto anterior y un poco mas (hice 56.000) quise retirarlos y me comunique con soporte (esta vez si estaba en mi idioma) me indicaron que debia verificar mi cuenta y realizar mi primer deposito para retirar mi saldo, intente verificar mi cuenta pero no me aparecia la opcion en la pagina, ademas en mis datos la fecha de cumpleaños indicaba un dia antes del cual estoy realmente, volvi a comunicarme con soporte solo que esta vez desde el telefono de mi pareja (para poder enviar capturas de pantalla de que mi informacion estaba mal y ademas no me aparecia la opcion de verificar mi cuenta) soporte me indico que se comunicarian con el personal que habilitaria en mi cuenta la opcion de verificar mis datos, mientras esperaba estaba viendo la opcion de poder depositar al casino para poder hacer el retiro que esperaba y me encuentro con la sorpresa de que mi cuenta fue bloqueada, rapidamente fui a chequear mi gmail espreando ver alguna notificacion o mensaje dandome el motivo de este pero no encontre nada, me intente comunicar con soporte y nuevamente no estaba en mi idioma, me indicaron que mi cuenta fue bloqueada por abusar de sus reglas y segun ellos por multiples cuentas para abusar del bono, yo intente explicar que tuve que ingresar mi cuenta desde el celular de mi pareja, la cual ella igual tiene un cuenta (sigue vigente), intente buscar una explicacion ya que me acusaron descaradamente de esto siendo que es primera vez que me creo una cuenta y jugue limpiamente, estaba dispuesto a verificar mis datos y realizar el deposito para recibir mi dinero, la unica respuesta que recibi fue que ya era imposible hacer algo porque ya se habia decidido por parte del casino, segun ellos se habia llevado una investigacion pero mi cuenta solo existio un par de horas y cuando se inicio sesion desde el celular de mi pareja habian pasado unos 10 minutos antes de que me bloquearan, siento que su justificacion para esto fue mas una excusa y no encuentro valido que me quitaran la chance de poder realizar bien mi participacion en el casino. Tengo fotos de los chat eh incluso la captura desde el celular de mi pareja la cual si fue enviada a soporte. Espero esto tenga una solucion ya que realmente no hice nada malo y realizaria lo solicitado como correspondia.

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

Estimado:

Mi fecha de cumpleaños por mi parte fue agregada correctamente, yo me comunique por este mismo motivo con soporte ya que mi fecha aparecía distinta, por lo mismo entre en otro dispositivo ya que desde mi ordenador no se me permitía enviar capturas de pantalla, desde soporte se me informo que mi fecha si estaba bien y solo era un problema de la pagina el que yo lo viera alterado, mi bono fue terminado antes de iniciar sesión en otro dispositivo entonces realmente no me cuadra mucho que se me bloqueara, nunca me proporcionaron la opción de verificación por parte del casino pese a que la solicite... por parte de ellos fue bastante el incumplimiento.

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?

No realice el deposito ya que primero solicite realizar la verificación a atención al cliente, luego de ello lo realizaría. Mi pareja tenía hace meses antes que yo su cuenta la cual estaba verificada y incluso ya había realizado retiros en algún momento...

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.  

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.

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

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?

Hello,

The details have just been sent.

Kind regards

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