GGBet Casino - Player's account blocked during withdrawal attempt.

Dear kopczwikvul,

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 happen to know if anyone within your immediate vicinity or social circle has ever redeemed bonuses from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity.

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

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 800 complaints.

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

Hello. This is my first time playing in the casino. As far as I know, I was the only one using the IP address myself. I am 100% sure that I did not perform the actions that the casino asked me to do. Best regards

Thank you very much, kopczwikvul, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello kopczwikvul,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Wiktoria,

We appreciate you reaching out to us regarding your account concern. After conducting a thorough review of your account activity, we regret to inform you that your account was blocked due to a violation of our bonus program rules.

When playing with an active bonus, it is strictly prohibited to employ any strategies aimed at meeting the bonus wagering requirements. This includes actions such as accumulating scatters to obtain free spins using bonus funds and subsequently transferring them to the real balance. Such practices are in direct violation of our terms and conditions.

Our decision is based on a careful examination of your gameplay.

Hello. I don't understand the whole situation. Ggbet accuses me of using bonus turnover strategies and accumulating spins using bonus funds and then transferring them to the real balance.

My account was expressly blocked after 4 hours for withdrawal requests. I made a withdrawal on December 23, 2023 at 02:45 and the account was blocked on December 23, 2023 at 6:33. They checked my game history very quickly and thoroughly,

It's a pity that they won't present the ID immediately.

I want to clarify that there is no such thing as a bonus turnover strategy. Because I failed to execute it. I lost both my money and the bonus money.

The history of the game shows that I received high winnings and the bonus amount increased.

So there is no question of using the bonus turnover strategy. After a long time, I lost.

Gggbet also wrote that I was accumulating spins and pausing rounds.

The winnings came from in-game bonuses or free spins. This style of play would lead to debiting the bonus balance rather than obtaining high winnings from current bonus bonuses or collecting skaters.

From what I remember, I may not have even played the games that skaters gather. I played various games. If there were such rounds, they were played until the end.

I am a stubborn person, so with a bit of luck I managed to win when I tried again.

I won honestly and explained myself.

Now I am asking you to provide evidence or reconsider my case.

Regards

Hello kopczwikvul,

The casino says that you used bonus funds to activate bonus features on specific games, and then used real money to trigger these features and make a profit.

Dear casino representative, could you please provide me with the game logs and demonstrate how kopczwikvul violated the terms? (matej@casino.guru)

Thanks.

Hello Matej and thank you for explaining the accusation

I only know of one way to turn bonus balances into real money, and that is to wager the entire amount of the bonus. When playing with a bonus balance, the winnings from the rounds go back to the bonus balance. When the bonus features are activated with the bonus balance but are not triggered. This is when you have even with real money and activating these bonuses, all winnings are returned as bonus funds for turnover. So it cannot be called a profit. There is no way for the winnings to be received directly as real ones. And thus the player does not gain an advantage over the casino. I do not know of any other possibilities using bonus funds to obtain real money,

Regards

Dear Wiktoria,

We appreciate your message and understand your concerns. It was found that your account violated not only the bonus program rules by attempting to gain additional funds dishonestly but also engaged in multi-accounting practices.

The evidence supporting these actions includes consistent patterns in playstyle, IP address, authorization device, cryptocurrency deposits, ethereum withdrawals, similar profile information, and the creation of multiple accounts around the same timeframe.

Such activities are strictly against our terms and conditions, and as a result, your account has been subjected to appropriate actions, including the blocking of the withdrawal.

Matej, I'm waiting for the detailed info from our risk department and will send all the evidence shortly.

Hello. The supposed integrity of my account with other accounts provided by the casino cannot be taken into account as I have more than one account. Withdrawal and deposit methods are generally available. Information about deposit and withdrawal methods currently available is generally available in social groups. are the most convenient at the moment. Please provide me with a second account that is registered with my personal data. Made deposits, purchased bonuses from one IP address and device.

Customers make deposits to win, but not everyone succeeds. I was lucky. The games I played with both bonus balance and real money balance differ from each other in many other ways. I didn't pay much attention to the type of game selection because there weren't any. I know.

Everything I wrote earlier about how to break the bonus rules did not happen on my account. There was no conversion of the bonus balance into real money using the developed plan. Once again, I can only say that I was lucky in winning.

The casino cannot blame one player for the style and type of gaming used by others. Thousands of people play at the ggbet casino and probably not only in my case you can find similar consistency.

Hello. I don't know if it's important, but after talking at home, it turned out that I'm not the only one who uses a home computer,

I understand that the casino may verify the counter at any time and possibly block it.

In my case, this happened during the withdrawal. Ggbet informed me about the reason for violating the bonus game rule. He emphasized that after a thorough examination of the account, a violation of the bonus rule was detected --- So why did the system not detect the connection with other accounts, since, as the casino claims, my the activities took place on different accounts with the same IP address. The basis for verification is checking the IP address. At the time of verification, the IP address was not the problem.

Here, in the explanation of the complaint, Ggbet again wrote that after a thorough check of the account, a violation of the bonus rules was found - for the second time, the system did not show links to other accounts.

Only when I effectively explained that, based on my gaming history, the crimes I was accused of could not have occurred, suddenly the casino thoroughly checked the account for the third time. And the system detected many other circumstances, "multi-account", which include various types of cases.

I know that I can't do much because it's hard to prove I'm not guilty, the casino effectively defends itself by proposing such a situation,

And I would like to ask Ggbet once again whether the system indicated and whether, after another thorough check, it turned out that:

--does the casino have proof in the form of, for example, the same game name when collecting skaters and when completing the mission again and receiving the bonus in the form of real funds?

-- does the casino have proof in the form of e.g. the name of the game before the full activation of the bonus or at the time of activation and in the round of collecting the bonus?

-does the casino have proof of additional bonus balances?

Or maybe the casino didn't notice that, for some reason and beyond my control, the game rounds were suspended, but after a short time they were played to the end with the same bonus active?

Maybe the casino should re-examine my account. For the fourth time, exactly?

Dear kopczwikvul,

The issue lies in the casino's inability to determine the identity of the individual playing within the household. Therefore, if multiple individuals use the same computer to play at the casino, it is automatically considered to be a multi-account, which is prohibited in every casino.

Hello. Matey, I did not provide information that anyone in the family uses the computer to play in the casino. I only wrote about computer users. The people who use it are my brother and his fiancée,

When asked about playing in a casino, "they didn't know what I was talking about at all, so I rule out playing in a casino in their case." The browser history also doesn't show me another login to Ggbet under my account.

I read the casino regulations carefully before signing them and I followed the rules conscientiously.

To play casino games on a computer, in order to avoid situations such as suspicion of multiple accounts, I use a portable mobile device with the Internet to which I only have access.

Hi there!

All the evidence has already been sent.

I can confirm that we received one piece of evidence and another was promised. So I am still waiting for another email.

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.

Dear kopczwikvul

I can confirm that the casino has provided us with evidence. Based on this evidence, we believe that at least two accounts were used from the same device, displaying similar patterns.

Therefore, we believe that the casino's actions are justified.

Hello. If my translation is still important, please provide the details of the account that used the same device and the name of the device. Such information will not constitute a disclosure of the casino's strategy. There may be several names of the same devices. Please provide the serial number of the device and the same ID number since ggbet provided such evidence.

Did my game gain an advantage over the casino? Probably only because I won a lot of money.

Does my account constitute a violation of these regulations?

19. Bonus awarding is limited to one per IP address, player, device, phone number, credit or debit card and/or e-wallet, email address and public network (for example: universities, public libraries, workplaces, etc.) . In case of non-compliance with this rule, the administration reserves the right to: invalidate (remove) bonuses and winnings obtained from them; voiding a player's real money balance; blocking access to the GG.BET casino; blocking the player's account.

In this matter, the security of verification on the casino's side can be raised, because only after checking my account for the fourth time did they discover that I had violated the rules of using their website.

As I wrote, "I do not have a locked device and it is written in capital letters 'PLEASE DO NOT USE THIS DEVICE TO PLAY IN THE GGBET CASINO BECAUSE I ALREADY PLAY IN IT' and I guess this is what the casino expects.

This is a warning for other players to carefully consider whether it is worth starting to play with this casino. I understand that the decision in my case has already been made.

I made sure to follow the regulations as much as I could, unfortunately there is no chance of winning with such a casino. If the player manages to prove that he did not break the bonus rules, he still presents a rule which cannot be explained by referring to the regulations.

Thank you for taking care of my case. Regards

Dear kopczwikvul,

Rule 19. Bonus awarding is limited to one per IP address, player, device, phone number, credit or debit card and/or e-wallet, email address and public network (for example: universities, public libraries, workplaces, etc.) . In case of non-compliance with this rule, the administration reserves the right to: invalidate (remove) bonuses and winnings obtained from them; voiding a player's real money balance; blocking access to the GG.BET casino; blocking the player's account.

This rule is in place to deter players from creating multiple accounts to exploit the same bonuses, particularly welcome bonuses, multiple times.

In your situation, there was a match in device IDs and IPs, and both players employed identical strategies (playing the same slots, depositing via the same methods, etc.). This leaves no room for doubt.

While you have the right to contact the regulator, based on the evidence provided by the casino, I doubt the regulator would view the situation differently. However, if you want to do it, I can assist you with that.

Hello, If the casino has evidence that more people used one device to play in the casino, this may have been the case. I wrote earlier that my brother and fiancée have access, we certainly did not use the same IP. This cannot be called a multi-account, and similar payments whether deposits are made by many of the same people. If Ggbet disqualifies players on this basis, I'm sorry, from today there will be a large inscription as a background;;;PLEASE DO NOT PLAY GGBET ON THIS DEVICE BECAUSE I HAVE AN ACCOUNT AND THERE IS A RISK OF LOSING THE ACCOUNT AND MONEY;;; ...I THINK THAT'S WHAT IT'S ABOUT...

THANK YOU AND GREETINGS

Dear kopczwikvul,

As previously mentioned, the casino has presented evidence indicating that two different accounts accessed the casino from a single device (computer/cell phone). This suggests that either your fiancée or brother used your device, or you used theirs. Unfortunately, there is nothing we can do about this situation.

If you desire, you may file a complaint with the regulator, although I am skeptical that the regulator would reach a different decision.

Hello Matei and thank you for the information.

Such proof of consistency of my account with others is a major violation of the regulations. Because using the same device and IP address. The same method of playing, deposits and withdrawals is a big argument.

Therefore, before closing the dispute, please write down what address the accounts are linked to? Maybe I will be able to solve the problem with the household members privately. And please contact me where I could ask for help again. This time I will accuse the casino of violating the Privacy Policy. Thank you, Regards.

Hello kopczwikvul,

The problem is that, due to privacy policy restrictions, I couldn't access the specific information required to identify the second player. The information I did see was heavily censored, showing the existence of a second player without disclosing their identity. So, there is no need to worry about your privacy. I only had access to the information you provided when submitting your complaint and agreeing to our terms.

Based on the information available to me, I must decline your complaint. I suggest consulting with individuals in your household, as the evidence clearly indicates that two players are using the same device, making it relatively easy for you to determine who the second player is.