GGBet Casino - Player's account blocked after withdrawal request.

I've been playing at ggbet and won 25000 kr, expecting my withdrawal by tomorrow at the latest...I chatted and asked about the process, but suddenly they blocked my account, claiming that I have two accounts with them - a claim that is simply untrue. They blocked me because they don't want to pay out my winnings.

Please help me

Dear indirabesirevic65,

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?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi, it's not a bonus, just regular money deposited and my account is verified

I'm sure no one has opened an account in my name...today I have been waiting for 4 days and each time they have said that they have sent the withdrawal to their supplier who processes the payment but from their side it is approved and it should arrive at the latest May 3 when I requested the withdrawal Sunday evening April 28

Why casino guru??

I played on Ggbet

I fully understand your frustration, indirabesirevic65. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I have not received my profit but they have offered me to withdraw SEK 4548...apparently deposits I made.

All last week they said in the chat that I will get my winnings even if they blocked my account, but that was not the case. Last Friday, when the money hadn't arrived, I wrote and then they said that my withdrawals were suddenly rejected

I have absolutely no other account than the one I had with them. The only thing that could be a problem is that I am connected to a free internet through wifi that all my neighbors also use....then there may be people with the same name in my city but a different last name.

I just think it's so strange and bad that as long as you deposit money and play then there are no problems but when you win then things have to be invented just because they don't want to pay out.

I expected all week that I would get all my winnings as they said all week in the chat. But no

Today I received my withdrawal of 4548 Swedish kronor. I made the withdrawal last Friday and it was rejected this morning, chatted with them and they said it was a system error, but I put in another card and withdrew again and it was done in a few minutes.

Now how do I proceed with the rest

Thank you very much, indirabesirevic65, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Is something happening?

Hello, indirabesirevic65,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear GGBet Casino team,

Could you please provide us with a detailed explanation of the player's situation? Why have the disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

It would be good to know what exactly she committed, and what unfair advantage did she gain by playing in such a way. What type of games did she play at the casino? Did she use any bonus to accumulate her winnings? If there were more accounts, was the same bonus used with the linked account(s)?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Dear indirabesirevic65,

After a thorough review, it has been confirmed that your account has been suspended due to multiple account creation. Our security team has thoroughly verified this information and has proof that you have an additional account.

You have requested that your first account be suspended. You have reported a gambling problem to us and requested that we close your account.

Although you were informed that subsequent accounts would also be blocked after you requested the suspension of your initial account, you went ahead and created another account. "If the customer in question creates a new account on the website, this may be considered a violation of the rules to be considered in accordance with rule 5.5 of this agreement.". "And any funds on the account will be refunded at the customer’s request".

We would also like to point out that your deposit funds have already been successfully withdrawn to your bank account.

Hello, Branislav

Thank you for your help!

Could you please let me know if any further information is needed regarding this case?

Hello

Where is the evidence when you didn't want to show anything?

The only thing I have done is that I have been connected to free wifi.

I have never requested that my account be closed due to gambling addiction, so you can make that up.

The week I won, you guys had absolutely no problem with me continuing to deposit and bet as long as I waited for my withdrawal. I made a withdrawal on the night of April 28/29 and the whole week it was being processed and the whole week I deposited money and played then there were no problems with my account, it went well then I deposited money and played

Every time I asked in the chat about my withdrawal now said I would get it by May 3rd which never happened because on May 3rd morning you closed my account for no reason.

I chatted and asked if I will get my profit even if you closed my account the answer was yes which I have proof of but no money ever came Which is really bad to say one thing and do another, make things up just to avoid paying what you won

It's really bad that you do that and refuse to show any evidence whatsoever.

What happens?

Dear indirabesirevic65,

Can you please confirm that the 4548 SEK you have already received is the sum of your deposits made to the disputed account?

Dear GGBet Casino team,

Thank you for the clarification. However, let's repeat one important question. Also, a few more arose in the meantime.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?"

Based on what did the casino link the disputed account with allegedly the previously registered and self-excluded one? Did she use the same basic personal information as in the previous account (name, surname, and DOB)? How did she manage to sign up with a new account?

It would be great if we could see complete personal details from both allegedly linked accounts.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello Branislav,

All the evidence has been sent to your email at branislav.b@casino.guru. If you believe any information is missing, please let us know, and we will promptly provide the additional details.

I don't know if the exact sum is 4548 in total because I can't see my deposits.

I thought it was poorly handled to say something in the chat that I sent proof of, that I would get my profit of SEK 25,000 that I won, but then they suddenly changed their mind and refused to show me any proof at all because it's about me after all .

I have read that others have also experienced the same thing, won a larger sum and when it is time for payment, you wait and wait until you are blocked and they come up with something. It is not OK

Thank you both for your replies.

Dear GGBet Casino Team,

Can you please check my last email regarding the matter and provide me with the additional details I requested?

Dear Branislav,

We added details in our most recent response to your letter.

And what is happening

Dear indirabesirevic65,

Thank you for your patience and understanding.

Unfortunately, after gathering all the necessary information and details, we are closing this complaint as unjustified. The casino was able to support all the claims above with sufficient evidence.

Your previous casino account was closed as per your request (due to a gambling problem) in July 2022. Since that moment, you were not allowed to register with another account, and you should not have been allowed to deposit/win/lose/withdraw anything. By altering some of your personal details/data and bypassing the casino's system restrictions, you managed to register, deposit, and play. Later, upon requesting withdrawals, the personal information filled out revealed the direct connection with your previous account. Since all your deposits were successfully refunded (confirmed by the data), the casino acted correctly and in accordance with its terms and conditions, and we agree with its decision.

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 the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, GGBet Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru