GGBet Casino - Player's account blocked over verification dispute.

I initially deposited around 300 dollars and made that into 700 dollars. But when it came time for verification, they asked for a screenshot of my bank's app, which I sent them. They claimed that I edited the screenshot and subsequently blocked my account, effectively withholding my money.

Dear eduardoloera02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I already wanted to withdraw all my money from that casino but they asked me for verification, I sent all the documents and they accepted them, but when I sent a screenshot of my bank application, they said that I had edited it

This is the screenshot I sent, I covered it because they asked for it.

Here you can see how I can use this card

and here are the two charges that were made to my card

Thank you very much, eduardoloera02, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you eduardoloera02 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GGBet Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

Hello!

I'm sorry to hear about the issues you've encountered. The reason for your account block was due to the use of manipulated documents. The screenshot you provided showed discrepancies such as a different card number and variations in fonts and formatting. Such actions are not permissible, and unfortunately, we cannot reconsider this decision.

Dear GGBet Casino Team, could you please provide evidence of these manipulated documents to my email, please? (peter.c@casino.guru)

Thank you in advance!

Hello Peter,

Thank you for your request. We are more than willing to provide you with the details and evidence related to the manipulated documents.

Hi there!

The documents have been sent to your email for your review and comparison. Thank you for waiting.

Thank you very much for providing the evidence GGBet Casino representative.

Dear eduardoloera02, the casino has provided us with evidence that the documents were in fact manipulated. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.