The player from Germany was accused of opening multiple accounts. The casino provided evidence that more than one account was created by the same person and each account activated at least one bonus. Therefore, we were forced to reject this complaint.
GGBet Casino - Player's account has been blocked.
Amount: €8,000
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
I won 8000 euros today (been playing there for a while) & wanted to cash it out. For this I have uploaded all documents (ID card, front & back, selfie with account ID & ID card).
Suddenly I was automatically logged out & my account was blocked. When I asked customer support, I was told that I have a duplicate account. That's not the case. When I asked if this account was verified, there was no answer.
Automatic translation:
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1 year ago
Dear sophiariii,
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?
Have you accumulated your winnings with or without an active bonus?
Could you please advise which games you focused on while your account was still active - slots, live casino, sports beeting?
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,
Kristina
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1 year ago
Translation
Thank you Kristina for your quick reply!
I only played casino slots. No betting, no live slots.
The account in question has only been to date (April 3rd, 2023) for deposits via Klarna (sofort), Giropay & Paysafecard. Winnings have not yet been paid out, which is why I have not requested verification yet.
Last night the account was then loaded with a bonus of €20 via Paysafecard. Unfortunately I don't know exactly what the wagering requirements were as my account was blocked after claiming winnings & uploading my documents.
I won twice (€10 stake per spin) & the bonus was quickly credited to me as real money & the bonus amount was deducted accordingly.
My ex-partner used to live here until recently. I cannot rule out that another account with the same IP address exists.
However, I can rule out 100% that active play has been made, credit has been deposited or documents have been submitted for verification
.
According to GG-Bet's terms and conditions, the game activity of the accounts concerned will be checked for duplicate accounts and verification will be requested within 24 hours. If the former is inconspicuous, the account will be blocked if the documents are not submitted.
Unfortunately, I didn't get a chance to properly communicate with customer service as the response was always the same.
I tried to reach someone by phone. However, I waited on the line for almost 20 minutes until my credit was finally used up.
I understand the point behind duplicate account bans, of course. I also think it's important.
However, the player should correctly be informed when entering his name and date of birth that a registration with these personal details already exists. The account will then be blocked & released again when the documents are submitted. Even if deposits should be possible, the player is usually informed. I know that because unfortunately I was addicted to gambling for a long time & never played on German sites.
I've easily had the account there for over a year & several thousand euros (estimated €5,000-€10,000). I'm happy to request my transaction history.
Had GG-Bet pointed this out to me, these losses would not have materialized.
I urgently need help & think it's crazy that something like this can happen. Even if I don't get my winnings of around €8,000 paid out, I think it's the least that my deposits will be credited to my account.
Edited
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1 year ago
Translation
Dear GG Bet team,
I cannot say who or if I created these accounts. Please check if these other accounts have been actively playing or only have the Welcome Free Spins activated.
Have any of these other accounts been verified?
Has anything been deposited?
In conclusion, had you informed me that a duplicate account existed, I would not have deposited thousands of euros. So, in fairness, I'm reclaiming my deposits or the €8000 account balance.
I would also ask you to send me my transactions by e-mail, which I am entitled to within 4 weeks.
I hope we can agree on a solution so that I don't have to take any further steps. I am open to a suggestion from you.
Automatic translation:
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1 year ago
Hello everyone,
Thank you both for your replies.
Dear GGBet Casino representative,
Could you please provide any supporting evidence to kristina.s@casino.guru? Thank you in advance.
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1 year ago
Hello Kristina,
The proofs were sent, more duplicating accounts were discovered.
Dear sophiariii
Should you have any further requests, please contact live support.
Regards
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1 year ago
Translation
@gg-bet,
I think you don't understand what I'm talking about. It's not about "evidence" that a duplicate account with my name exists. I didn't dispute that either.
The questions were:
-was an account verified with my documents? So can you prove that I actually used it?
- was any money paid in at all?
-was actively played?
Because according to their terms and conditions, duplicate accounts are about abusive gaming. But if no player account was active, I don't see any abuse here.
In my opinion, the abuse consists in the fact that you let me deposit thousands of euros, although you have already seen during my registration and my numerous deposits that there is already an account in my name.
In addition, according to the SGB (paragraph 284), you have made yourself a criminal offense because you are not allowed to offer this type of gambling to German players without a license. This is illegal. This is to prevent exactly what happened to me. Namely that you gamble away thousands of euros.
So again, please send me all my transactions within 4 weeks.
I would ask you to take up my above offer again. That would be the simplest solution.
Automatic translation:
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1 year ago
Dear sophiariii
As we previously stated, if you have any requests - please address it to gg.bet support (this is regarding "So again, please send me all my transactions within 4 weeks.").
CasinoGuru is an independent dispute resolution service, not the support.
Regards
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1 year ago
Dear GGBet Casino,
Further information has been requested in my reply. Thank you in advance for getting back to me.
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1 year ago
Thank you. So I reviewed all the evidence and not only multiple accounts have been created by the same person, but also all of these accounts activated bonuses at least once.
sophiariii, verification or not, I am afraid, that there are too many similarities between these accounts to believe that they weren't all created by the same person. And yes, these accounts were used at least once to play with no-deposit bonuses and that is a strong indication of an attempt to abuse bonuses. We would really like to help, but our hands are tied here.
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.
