The player from Germany has been accused of opening multiple accounts. Admittedly, his friend had an account in the same casino. Even though the player can't continue playing in the casino, they got paid and the issue was successfully resolved.
GGBet Casino - Player has been accused of opening multiple accounts.
Amount: €450
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Dear TheCooN82,
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. Do you and your friend share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you, or your friend, activated any promotional offers when depositing funds?
Do I understand correctly that your account has been successfully verified in the past?
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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2 years ago
Translation
Wow, that was quick.
My friend was visiting me for a few days. Thus also my PC and Internet connection (IP) used. But I was only on the PC for a short time because I didn't want to 🙂. He has his own complete account at GG.bet with his phone number, name, email and address (own household elsewhere). As far as I know, he created it for a while before me, but never had it verified. I had my account verified immediately after opening without any problems. Several payouts have already been successfully completed. He took advantage of bonus promotions but never cashed out even a cent. It's great that you're trying to help me.
Thanks Andrew
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2 years ago
Thank you very much, TheCooN82, for the clarification. Do I understand correctly that your friend has logged into his casino account using your computer just once (for one game session)?
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2 years ago
Translation
As far as I know it was maybe 2 or 3 times in 2 days. What was left is that he deposited money from my bank account in my presence because his paysafecard wasn't working. A few days earlier, however, he had already paid in from his paysafecard account and also from his bank account if he remembers correctly. GG.bet was very happy to take my money, which was quite a lot, without any complaints. Very unfair in my opinion. I also believe in honesty and the good in people. Hope you can help me further.
thank you
TheCooN82
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2 years ago
I see. Well, it is not an ideal situation. I'm sure you are already familiar with the rule that casinos don't accept third-party payments. In this case, your payment method has been used by your friend, not the other way around. So let's forget for a second about this fact.
- if your account has been verified successfully in the past
- several payouts have been received already
- no bonus for first-timers (1st Deposit bonus) has been claimed by you
Then we could stand a chance to negotiate with the casino. Could you please confirm all the abovementioned details?
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2 years ago
Translation
I can confirm that. were certainly already up to 5 payouts. What is the first-time visitor bonus? If so, my buddy used it on his account with his means of payment. My buddy also opened his account long before me (several days) and not via my device or IP but via his.
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2 years ago
Thank you very much, TheCooN82, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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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2 years ago
Translation
Many thanks Petronela, I hope that something can be done with your help.
Wish you all the best.
Greetings TheCooN82
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2 years ago
Hi TheCooN82,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite GGBet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Thanks Peter, if there are any questions I will do my best to answer them as soon as possible. Until then, have a nice day.
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2 years ago
Dear TheCooN82,
Sorry you've faced issue at GG.bet casino.
Couple questions though, can you confirm the following:
1) Both you and your friend used same bonus offers (including weekly bonuses, e-mail bonuses, etc.)
2) Your friend was using your payment methods to deposit
3) Same device was used for gameplay and getting the bonuses (not always, of course)
Thank you in advance for cooperation!
Best regards,
GG.bet
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2 years ago
Translation
I am very pleased that you have engaged in a conversation. To your questions:
1) As far as I can remember, it happened once but no profits were made from it.
2) Yes, he did because a Paysafecard payment didn't work for them and the offer expired. He gave me his Paysafecard code for it.
3) As far as I remember, only the payment was made from my device.
I hope so much that you will be merciful and that I am welcome back with you and my account. Believe in the human good.
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2 years ago
Dear TheCooN82
Hence you and your friend are using the same bonus offers, within the same device and IP address - this is considered breaching the Site's T&Cs.
Here is our offering - we will unlock your account, you will be able to withdraw the remaining balance, but unfortunately neither you nor your friend will be able to play at gg.bet any more.
Please give your consent in case you agree.
Thanks in advance!
--
GG.bet
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2 years ago
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That's too bad. Thank you for the offer which I accept.
Greetings TheCooN82
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2 years ago
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I have thank you the previous withdrawals that were rejected?
from 10.11.21
thanks TheCooN82
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2 years ago
Dear TheCooN82
Please kindly confirm the money was received and the claim may be closed.
Thank you in advance!
Regards
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2 years ago
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I received the €276.88. The canceled payments are still missing.
576f0b34-b4e0-4c58-ac7b-837c4dd0b892 180€
thanks TheCooN82
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2 years ago
Dear
We are sorry, but it seems we do not understand you.
576f0b34-b4e0-4c58-ac7b-837c4dd0b892 amounting 180EUR was declined due to documents request, the money was returned to your balance.
After 180 Eur was returned onto your balance, the final amount was exactly 276.88 EUR - the amount that was withdrawn successfully.
Please kindly clarify, so that we could proceed with the further investigation.
Thank you in advance!
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2 years ago
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Ok then it was my fault. Let's leave it at that.
It's a shame I can't play with you anymore.
Thank you for your kindness and I wish you all the best.
Greetings TheCooN82
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2 years ago
Dear GGBet Casino, thank you for your replies and help.
Dear TheCooN82,
I'm glad to hear that your issue was resolved even though you won't be able to continue playing in the casino. I suggest you be more careful in the future when registering a new account. Always use one account per household, IP, and never share your bank account to avoid trouble. 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
