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

DURING THE WITHDRAWAL, GGBET CASINO BLOCKED THE ACCOUNT WITH AN AMOUNT OF AROUND 1000 EURO.

I HAVE HAD AN ACCOUNT AT THE GGBET CASINO SINCE NOVEMBER 18, 2023. I AM A BEGINNER PLAYER AND I READ THAT THE GGBET CASINO IS FAIR AND THAT'S WHY I DECIDED TO PLAY THERE.

I MAKE 5 OR 6 DEPOSITS IN THE CASINO, EVERYTHING IS OK. THE CASINO PAYS ME 7 X 300 EURO,,,,AND SUDDENLY I FINDS A VIOLATION OF THE BONUS REGULATIONS? THE CASINO DOES NOT PROVIDE ANY SPECIFIC EVIDENCE, ONLY P 17 IP 18,. I have no idea what they are talking about. THE ONLY THING THAT COME TO ME IN THE HISTORY OF GAMING IS WANTING TO SAVE TIME, I THOUGHT ABOUT OPENING 2 WINDOWS WITH ANOTHER GAME. I had no idea that playing in two windows... 1 DEVICE AND THE SAME IP ADDRESS ON DIFFERENT GAMES WOULD BE A PROBLEM. I HAVE NOT PLAYED GAMES FORBIDDEN BY THE BONUS REGULATIONS. I THINK I HAVEN'T EVEN PLAYED GAMES WHERE YOU CAN COLLECT ANY KIND OF SKATES OR BONUSES. YOU DID NOT FIND THE ENTRY IN THE REGULATIONS THAT IT IS PROHIBITED TO PLAY IN THIS WAY. PLEASE CHECK THAT EVERY BONUS YOU STARTED IN THE GAMES HAS BEEN COMPLETED. AND ANY TYPE OF SKATERS OR OTHER ARRANGEMENTS WHICH COULD RESULT IN THE CONVERSION OF BONUS MONEY INTO REAL MONEY IS IMPOSSIBLE. IT CAN'T BE CALLED A RULE-BREAKING STRATEGY. THIS STYLE OF GAME ONLY LEADED TO LOSING MY BONUS MONEY. I MANAGED TO GET A PAYOUT. AFTER ONE OF THE SUBSEQUENT DEPOSITS HAS BEEN DEPOSED. WHEN I WROTE AN EXPLANATION, I GOT THE REPLY THAT THE DECISION MADE BY THE ADMINISTRATION WAS NOT SUBJECT TO RECONSIDERATION. MY USERNAME AND EMAIL IS a***** l@vp.pl

Dear aniawikalisvul,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GGBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the correspondence in which the casino justifies the accusations against you?
• Could you please specify which bonuses you activated and which games you played while the bonus was in play?
• You can share screenshots here, or alternatively send me the correspondence to my email at tomas@casino.guru

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello again, Before I managed to win, I made 5 deposits. From what I remember, the amounts of EUR 990 and EUR 500 were with a 200% bonus, the remaining deposits were without a bonus. The order of deposits was:

-15 euros

-990 euros

-500 euros

-130 euros

-30 euros

Only after the last deposit I managed to win.

I wasn't told when and where I broke the regulations. It's hard for me to write down what games I played because there were a lot of them. I think I definitely played games from the manufacturer PlayN Go, Pragmatic Play Betsoft. Amatic: Hause of Fun / Enhanted-Forest of Fortune / Allways Fruits /Hot81/Pho Sho/ Chilli Pop / Sugar Supreme Powern/ Sugar Rush /Sugar Rush Xmas/Tome of Madness/Rise of Olympus 100. I sent the screenshots to the email address provided. Regards

Thank you very much, aniawikalisvul, 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.  

Hello, aniawikalisvul,

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? Why has the complainant's account been blocked and the winnings confiscated? Do I understand correctly that the disputed winnings were accumulated from the last deposit without using a bonus? Were there any "delayed rounds"?

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?

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

Thank you in advance for providing the information.

Dear Anna,

Thank you for bringing this matter to our attention, and we appreciate your detailed explanation. After a thorough review, we have reevaluated your account status.

Your account has been successfully unblocked, and you will regain access to it shortly. However, we would like to inform you that as a result of the violation of our bonus policies, certain bonus privileges will remain temporarily unavailable.

We understand that there might have been confusion regarding the terms, and we appreciate your openness in addressing the situation. Please be assured that our decision is not intended to cause inconvenience but is based on maintaining a fair and transparent gaming environment for all our users.

If you have any questions or require further clarification, please do not hesitate to reach out. We value your understanding and look forward to your continued participation on our platform.

Thank you for understanding Ggbet Casino

I read on one of the social groups that if you have a large bonus to spin, you can save time by meeting the conditions and it was written:

-on the same device

-open the link in the second window on the same IP address, this way you can play two different games at the same time,

To avoid further problems, I am asking ggbet casino to provide an answer.

Best regards and thank you

Thank you both for your replies.

Dear aniawikalisvul,

If someone discusses a special strategy in a forum on the internet, it does not automatically mean that all online casinos will accept such play. If you played only slots, it should not mean any unfair advantage. However, we do not know the details. Many different reasons could be behind the casino's decision.

As for your request for an answer - you did not ask a question. Or, what should the casino answer to?

Basically, the casino informed us that your account has been unblocked, and you should have access to it. The casino will only restrict some bonus privileges temporarily on your account but has the right to it, and we cannot do anything with such a decision.

But, let's ask the casino if I understood their statement correctly.

Dear GGBet Casino Team,

The player's account should have been unblocked and restored. Was also the remaining balance restored on her account, or has anything from her winnings been confiscated?

Can she fully access her account now? If not, when will it be fully available to her?

Could you please explain to us in short (maybe also for random visitors of our Complaint Resolution Center) what was the problem with the user's play, and why? How can players avoid such a situation? What should players not do at GGBet Casino?

Thank you and I'm waiting for your message

Hi everyone,

We have unblocked the player's account; however, upon analyzing a subsequent complaint, allegedly from another individual with an identical situation from the same country, we decided to compare these accounts. Surprisingly, we found certain patterns and similarities. Therefore, the accounts have been blocked pending further investigation. Evidence is being prepared, and it will be sent to the provided email address: branislav.b@casino.guru.

Thank you for your understanding.

Hello. I would like to point out that the Casino cannot respond to Guru's titan and cannot explain what really happened?? Ggbet Casino is lying!! I checked access to my account twice a day and it was blocked each time.

The casino does not like to lose in such a dispute. I presented many arguments stating that I did not break the regulations.

.I looked through all the casino complaints and as it turns out:

This casino works in a schematic way. It presents each player with the same paragraphs of the regulations regarding breaking bonus rules.

And what's interesting is

:,,When the player has appropriate arguments that he is not guilty, the Casino immediately uses the method of setting up multi-accounts. Suggesting similarities, consistency in games, logins, etc.

I noticed the schematic operation of the casino very similar to talking to bots rather than people,

..The casino knows that it is difficult to prove innocence in such a case because, for example, you accidentally log in to the casino on the same device that someone previously used and your account is already blocked and you are accused of fraud.

And I guess he hopes that someone won't file a complaint and give up.

Hello, Dear Guru, I have obtained important information that confirms my description of the casino's operation. I have obtained correspondence where the Casino wrote a response regarding Multiaccount.

It is known that you cannot create more than one account, etc. And similarly, you, as an expert, gave me a hint,

There is one regulation

5.5. Each user can create only one account on the Website. Any additional account you create will be considered a multi-account. ..

And here he presented his theory about this case...

Hello!

Branislav, all the evidence has already been sent to branislav.b@casino.guru.

Hello.

I'm just explaining that if I were to use various types of combinations to gain an advantage over the casino by creating several accounts, they would certainly not have any common features.

I don't know what type of account you are asking about? I don't know what features they have in common with my email????

Do the accounts you wrote about have my personal data? Are they verified?

My email name is adapted to a social group where the condition for registration is to include the keyword you wrote about.

The group consists of about 3k people, I don't know what their domains look like, but they definitely have this member included.

I have never logged in to the GGBET casino from a device that was not familiar to me. I logged in to the casino from various places, e.g. to browse or view the content of the website. I often read about promotions. It was always my device.

As I wrote. I do not have one email. I only have one account for playing at the GGBET casino. I have other emails not related to the casino, they contain my personal data. I have logged in to Goru Casino many times with or without logging in. I like reading the content. messages on forums etc. I have also seen disputes similar to my problem but they have nothing to do with me

Dear aniawikalisvul,

Just letting you know that I am still waiting for the additional details from the casino representative outside the thread.

As for your claims and questions above, it seems like you know that those accounts do not have your personal data and that verification has not been done yet.

"Do the accounts you wrote about have my personal data? Are they verified?"

How would it change the situation (from the casino's point of view) if the linked accounts were used with different identities, or if the accounts' owner used different personal details on purpose (to not be detected by the casino), but there were still enough details to connect those accounts?

First, you mentioned that you did not know what the emails have in common, but then, 2 lines below, you explained the same part in the emails, knowing what exactly I meant.

What exact social group are we talking about, please?

"I have never logged in to the GGBET casino from a device that was not familiar to me. I logged in to the casino from various places, e.g. to browse or view the content of the website. I often read about promotions. It was always my device.

As I wrote. I do not have one email. I only have one account for playing at the GGBET casino. I have other emails not related to the casino, they contain my personal data. I have logged in to Goru Casino many times with or without logging in. I like reading the content. messages on forums etc. I have also seen disputes similar to my problem but they have nothing to do with me"

This did not answer my question at all. Therefore, I will repeat my question once again.

"Is it possible that at some point, you accessed the casino website or casino.guru using the same device or internet connection/IP that was used by another user who also has a casino account in GGBet Casino?"

It would be absolutely OK if you only had more than one email address and used them to access our website. However, it would be very suspicious if one of these emails was assigned to the linked account/user that also submitted a complaint on casino.guru that is linked to your disputed account.

Maybe a different wording of my question could help.

Let's say there are more ways how online casinos can link 2 or more casino accounts.

Is it possible that at any point, any of the owners of the linked casino accounts used the same device/internet connection/IP to access the casino as you?

Do you use a VPN, aniawikalisvul?

Hello.

I am clarifying the issue with my casino gaming account and my private account. My email and GGBET account have identical personal data. They have been verified as consistent with me by confirming my personal data.

-That was my question, not a statement 'Do the emails you wrote about have the same personal data and are they verified?'

As you can see, my email consists of my name and surname and an added part. So there is no problem in guessing what common characters you are suggesting. Why is it a new email, I wrote to you why it looks like this. But I am not 100% sure what common characters you are referring to. Why are you suggesting that I know these accounts? I don't understand why. people set up other accounts if they don't verify them anyway? So what if you set up second accounts with different personal data? As a result, you will only lose money because you won't be able to withdraw your winnings without verification.

Referring to { from the casino's point of view}. I don't know what exactly the casino takes into account other common features apart from personal data. Each multi-cat allegation is considered individually. From {the casino's point of view} another consistent thing that was to be taken into account is - confirmation of registration with same ip address and device.-using the same bonuses using the same ip and device.--deposits made. It seems to me that this should be taken into account first. These are things that cannot be changed.

We are talking about a group advertising a certain "casino family" and encouraging bonus games, etc.

I don't know the owners of the separate accounts you wrote about, so there is no way that they use the same device and the Internet as me.

I have never used VPN because I have nothing to hide and I don't need it for anything.

Dear aniawikalisvul,

Thank you for additional information. For understandable reasons, I will not comment on your misleading questions regarding multiple accounts and verifications.

However, after gathering and reviewing all the details provided by the casino representative, it is clear your claims and answers to my questions do not correspond with reality. There are reasonable grounds and strong evidence to believe we are talking about a serious breach of the casino's Terms and Conditions - multiple account use and bonus abuse. Therefore, we are rejecting the complaint as unjustified. The casino acted correctly and in accordance with its terms and conditions.

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