The player from Germany created multiple accounts. The casino decided to confiscated the player's winnings and block the account. We rejected the complaint because the player didn't respond to our messages and questions.
GGBet Casino - Player opened multiple accounts.
Amount: €300
GGBet Casino
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Sir or Madam,
I have a problem with my account. I placed bets and then got banned.
The support only told me that I have several accounts and that I am therefore permanently banned.
If I had known that beforehand, I would of course only have created one account. It was absolutely not apparent to me that this was such a serious violation.
I'm sorry too.
So I can understand that my account is gone.
But denying my payout (89f682ee-3432-405b-bdc3-3aa021af83a8) of ~ 265 € and my remaining credit is not fair.
If I had been warned and made aware it would be different, but I only knew when I wrote to the service about what I was supposed to have done wrong.
So I ask you to pay me off, because anything else would be absolutely illegal.
I ask for a solution to the situation ASAP!
Kind regards
Sebastian
Automatic translation:
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3 years ago
Dear sebaknab,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please understand, in a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered. I have checked the T&Cs and I found this:
"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during the time the Duplicate Account was active may be forfeited from you and may be reclaimed by us, and any funds withdrawn from the Duplicate account shall be returned to us on demand."
Please could you clarify if you have redeemed any bonuses using any of these accounts?
Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
good day,
First, thanks for the quick response.
Unfortunately, it was absolutely not apparent to me that you are only allowed to have one account. You were by no means warned or pointed out.
I then played a little to have fun and to pass the time. Nothing got around at first - as I said: I didn't want to cheat or the like, I just wanted to keep busy. If I had known that beforehand, I would have started the whole thing differently.
All of a sudden the game started giving me super good wins. And at some point my bonus balance turned into real real money. At first I was confused and then the game gave me great profits, so that in the end I was left with a balance of € 300. I then wanted to withdraw a total of € 265 and then spoiled the rest for fun. And then suddenly I was logged out and there we are.
Strangely enough, I've often read on the Internet that the provider blocks users' accounts after winnings and payouts. Without wanting to assume anything, it comes across almost like a scam.
Automatic translation:
Public
Public
3 years ago
Thank you for your reply, sebaknab. I understand your frustration, but I assure you that this is not a scam. As I mentioned previously, opening more than one account (intentionally or not) is against the T&Cs of most online casinos, and duplicate accounts are generally closed after being discovered. Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal.
I am sorry, but if you also played with bonuses, I am afraid there is not much more we can do for you. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.
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3 years ago
Dear sebaknab,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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3 years ago
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.
