The player from Chile has been blocked after he and his friend created accounts from the same device. Since they all also activated bonuses, we were forced to reject this complaint.
GGBet Casino - Player's account has been blocked.
Amount: $33,000 CLP
GGBet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, a while ago I created an account at GGbet and everything was fine, no problem, my friends came to my house to bet and they wanted to create an account on my computer, so I checked the rules of the page and there were no rules that prohibits the creation of 2 accounts under the same IP address. So I did it, there was no problem for 2 months until they put betting limits on my bets, I wanted to know why, I did not receive a response, and at the time I received an email that I was blocked, with no possibility of having the funds returned, and the accounts that were under the IP address were still blocked. I went to technical support to be told, first, the reason for the betting limits, which to put it in context, they would not let me bet less than 2000CLP, which is approximately 2.50 USD. Which they didn't tell me the exact reason, so I asked for at least the exact reason for the account being blocked, they told me it was the use of multi-accounts. I looked at the rules again and it exactly says "5.5 Each client can open only one account on the website. Any other account created by the client will be considered a duplicate account. (...)" The rules say "Each client" , It should be noted that the accounts were verified with identity (And obviously with different names if it was the account of my friends).
Really, if the rules had specifically stated that it is forbidden to create accounts with the same IP address, I would not have done it.
In the same term, 5.5 also clarifies that "(...) In the event that a duplicate account has not been used intentionally to carry out activities through several accounts by the same client, and provided that they have not been breach of the applicable terms and conditions, we may, at our discretion, allow the customer in question to withdraw funds deposited to a duplicate account, less any amounts previously withdrawn, provided that all bets placed from such account are cancelled. (. ..)".
I'm sure it was a misunderstanding, I really liked the page and I hope there is a chance of a solution other than a permanent ban
Automatic translation:
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1 year ago
Dear matiasrochaayala,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize, but most casinos do not allow creating more than one account per device as it is often hard to distinguish who plays and if each player truly plays in his own name.
Please allow me to ask you a few questions, so I can understand the whole situation completely. How many people created an account from the same device? Have you all activated any bonuses?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Mainly it had been 2 accounts and after a while the third account was created as there was no problem using 2 accounts. And the bonuses were activated.
And with respect to the fact that most casinos do not allow you to create more than one account per device, if it had been in the terms and conditions, you would not have created a second account and even less the third. Since it only specifies that each client has to have an account.
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1 year ago
Thank you for your reply, matiasrochaayala. Please understand that not all casinos can enforce this on the software level and casinos often detect such accounts later on.
As I already explained, when two or more players play from the same device, casinos have no chance of knowing who actually plays. We understand how what you did is suspicious in the eyes of casinos and why they believe that you created multiple accounts. Not to mention that you claimed bonuses, which clearly is against the casino's terms.
After checking the T&Cs and I found this:
"The issuance of all bonuses is limited to one IP address, player, device, phone number, credit or debit card and/or electronic wallet, email, and network where computers are in the public domain (for example: university, public library, work network, etc.) If this rule is not adhered to, the Administration has the right to: void (remove) the bonus and all subsequent winnings from it; void the player’s real balance; block access to GG.BET casino; block the player’s account."
I am afraid that we agree with the casino's decision here. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
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1 year ago
Translation
Well, honestly it seems like a business because apparently there is no written prohibition in the GENERAL terms and conditions of the casino about creating a second account under an IP address (Attached proof) but in the terms and conditions of the casino bonuses there is, Being that the page is constantly offering you bonuses via SMS, WhatsApp, Twitter, Instagram and even the same page. I only limited myself to reading the general terms and conditions and I did not know that there was another page dedicated to the terms and conditions of the bonuses.
Can you at least know the reason why the casino sets betting limits without any sense? Apparently, when one sees that one is winning, the casino begins to put extremely high betting limits or even does not allow simple combinations in sports betting. And when one contacts support, they give robotic responses, it almost seems that one is talking to a bot.
It was foolish of me not to read all the terms and if they give me another chance I promise that it will not happen again.
Automatic translation:
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1 year ago
I am sure you understand how this looks from the casino's perspective. Whether it is clearly stated in the terms or not, I know you would agree with me that it must look like all accounts were created by one person using different credentials. This is a very common strategy used by bonus abusers and it is difficult for casinos to distinguish who truly is a player who did an honest mistake, and in this case, we cannot penalize the casino for blocking you. Unfortunately, at this point we are not able to proceed with this complaint.
Due to the aforementioned reasons, 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.
If you feel you want to take this complaint further you can contact Curacao Gaming authority and submit a complaint to them. The Gaming Authority has more options and tools to help players.
