GGBet Casino - Player's account blocked due to alleged bonus abuse.

I've been blocked under the pretext of bonus abuse, though I did not take any bonuses, save for one referral bonus for inviting a friend, which I ultimately lost. After losing a deposit, I made another deposit, won, and wanted to withdraw the earnings. They requested a verification photo, which I sent and waited for a response. However, a few hours later, I found myself blocked and unable to access my account or withdraw my funds. They claim that I have two accounts and am abusing bonuses or something of that nature. When I ask about these bonuses or for details about the alleged second account, they offer no specific answers, simply stating they've made their decision and it is irreversible. There are no other words but 'scammers.' I wouldn't recommend anyone to play with them, only their employees seem to write positively about them.

Dear Arm009,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly your winnings were accumulated with a real money deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Forgive me for answering now, I thought I would get notifications about what you wrote... Yes, they argued later on this complaint that another person was playing from my IP address, I said that we shared wifi and I invited a relative who logged in from his account and lost all the money and didn’t play anymore for his entry and the invitations blame me, although I diligently offered to invite a friend,, Yes, I played with my money, 10 bonus dollars, I lost and then made a deposit and played with my money, made a deposit from my binance pay all names in my name everything as expected my game id is 49***050

Thanks for your reply.

Do I understand the other account in the casino was made by your relative in the same household?

Did the casino explain which casino rules you broke according to them?

If you have any communication from the casino regarding the issue, please send it to my email at tomas@casino.guru

Yes, almost from the same house, our houses are very close to each other, we are close relatives and always visit each other

I forwarded our correspondence to you, my mail is the same as here

Thank you very much, Arm009, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you Thomas, we will now communicate with Branislav and wait for news from him

Hello, Arm009,

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? Were the disputed funds accumulated from only his real money deposit? Why has the player's account been blocked and the balance/winnings confiscated? What steps should the player take to unblock the account and withdraw?

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 Casinoguru and Branislav, as it is already 99% clear, Ggbet does not cooperate with you and will not come to this conversation..., I wonder what will happen next?? close the complaint and we all go home??

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your opinion, Arm009, despite it being incorrect.

As for your questions, this is not a live chat, and it could take some time until the casino reacts to the matter. It is usually several days. My previous post was automatically added and the timer was extended by the system. Now I will also contact the casino in other possible ways.

Yes, if they do not respond until the current timer expires, the complaint will be closed as unresolved, and the casino's rating will be influenced accordingly. Then, the last option is to contact the gaming authority the casino is regulated by.

However, this particular casino does not have any unresolved complaints on casino.guru so far, and they were able to help us resolve all the submitted complaints to a clear outcome in each case (resolved/rejected).

So, now I will contact them externally, outside of the thread, and once I have any news or updates, I will inform you as soon as possible, or the casino representative will reply directly here.

So, let's stay patient and positive and provide the casino with the standard 7 more days to respond.

Thank you for your patience and understanding.

We are looking forward to hearing from the casino.

Let's hope for the best then, dear Branislav) All we have to do is thank you for your work and desire to help 🤝

Hello!

We have unblocked both of your accounts and initiated the verification process. Please log in to your accounts and provide the requested identification documents for each user. If any fraudulent activity is detected during the verification, the accounts will be permanently blocked without further investigation.

I will log into my account and ask my relative to also log into his account and provide you with all the documents you want, thank you in advance for responding to our request

Hello, all documents have already been uploaded 2 days ago, we are waiting for further instructions

Hello Arman!

Your account has been verified, however, we are awaiting your friend's documents to confirm his identity and verify that the account belongs to another person. Once your friend's account is successfully verified, the complaint will be finalized.

Good evening, I contacted him, he said that he already sent the documents for the second time today

Hello!

Thank you for the information; your friend's account has also been successfully verified. From now on, both of you will have full access to the functionality of your accounts. Please review the rules once again and pay attention to the details. Do not use the same device for authorization, do not share your credentials with third parties, and be cautious when it comes to prohibited betting strategies. Most importantly, remember that betting is just a form of entertainment. If you ever feel that it's consuming too much of your time and resources, don't forget to take breaks and engage in relaxing activities.

We thank each and every one of you for your cooperation and assistance in resolving this matter.

Have a great day!

Thank you to the GG.bet group for coming to meet us and unblocking our accounts ,, Thanks to the Casinoguru team for helping and solving our issue .. Thank you for everything

What great news!

Thank you, Arm009, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad it was sorted out. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you too, GGBet Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru