GGBet Casino - Player's account has been blocked.

A few weeks ago I created an account at ggbet, it should be noted that it is my first time in an online casino, yesterday I was encouraged to deposit 10000clp to play, when doing so, they gave me various bonuses, which I did not take much into account, I went to the section of bet and I bet the maximum that it left me, which was 8909 I think, on a rocket league team, the day after, May 3, 2023 when I saw that I had lost, I played with a bonus of 13000clp that they gave me at the time of depositing, I played French roulette with a friend and we managed to get 17000clp withdrawable, I proceeded to try to withdraw but after 2 hours the money was still in my account and I saw that I had another bonus, one of 40 or 45 free spins on a casino machine, I did the spins and I won a bonus of 22,500 and I played with it, then I realized that I needed to win a lot of money to withdraw, and as we did before I played French roulette again, I had 60,000clp approx at the time I wanted to withdraw, but I kept playing until I had 86,000clp something So, I literally called my mom out of happiness and when I see the game again I find a message on the screen saying that it had been blocked (image attached) and I contacted their support to see what the hell had happened and they basically told me that I violated their rules, he told me something about code 19 and I don't know what, he just said that I cheated and that's not the case, I risked the money at all times, there were times when I had 80,000 and it went down to 28,000 and recovered, aside they just told me that I cheated, without showing me proof, I feel absolutely cheated, terrible first experience, I hope you can help me since it was a lot of money for me that they took from me

Dear jabubuh1,

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 I understand correctly that you had $86,000 CLP in your casino account? Did you accumulate these winnings with your previously received bonus winnings?

Additionally, 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. 

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

I attached a response from the casino and also the last photo of my account that I sent to my girlfriend. After that they blocked me, of course I had accumulated that amount, which I won playing French roulette and well they only told me that I broke their rules but I don't know what rule, thank you, stay tuned

Thank you very much, jabubuh1, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi jabubuh1,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask GGBet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello all,

According to the rules of the casino, when playing with an active bonus is prohibited to use any strategy to meet the requirements for wagering bonus, which took place when wagering the two bonuses you received. Due to the violation of site rules, the account has been permanently blocked. 

Kind Regards

Dear GGBet Casino,

If that is the case, can you please provide any evidence supporting your decision? You can forward it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

I don't see the point of the casino telling me to use some kind of strategy, if that were the case, it would not make sense that there is triple the money in my account than the bonuses gave me, if I win, it means that I bet risking losing everything It would be different if the amount they gave me had not increased, there they could argue that I used some kind of technique to fulfill the bonus and thus be able to withdraw it, but it was not the case since at all times I played fairly with the money

Hello,

jabubuh1, You bet on opposite outcomes, so you wagered bonuses without risk, which is prohibited by the casino rules (using a strategy to wagering a bonus).

Tomas, I emailed you the proof.

Kind Regards

Dear GGBet Casino,

I confirm I have received evidence. However, we do not agree with confiscating funds for such types of betting, as they give the player no real advantage in the long run (the player could still hit the zero in the disputed roulette game rounds). This is in accordance with our Fair Gambling Codex (https://casino.guru/our-position-on-banning-betting-patterns).

We accept if these types of bets do not contribute to wagering requirements, but not the voiding of winnings for this kind of betting.

Please let me know if you are willing to reconsider your statement. Otherwise, the complaint will be closed as unresolved.

Thank you for your cooperation.

Kind regards,

Tomas

Dear Tomas,

The chance of zero hits is too small to impose a risk on this way of wagering bonuses, but we are ready to reconsider our decision in this particular case.

Do you think it acceptable to deduct money that has been transferred from bonus balances as a result of wagering bonuses with this type of betting? It was 3 bonuses for a total amount of 39573 CLP

Kind Regards

Dear GGBet Casino,

Thank you for giving this case another chance. However, before making any fair deal here, I would like to see the whole game log of the player while he was wagering the bonus. I need to see how many bets were taken on these roulette rounds and whether the player made some winnings with this type of betting or not. Many players may do this quite innocently.

Can you please forward this data to my email address? (tomas.k@casino.guru)

Thank you very much for your cooperation.

Kind regards,

Tomas

Dear Tomas,

Emailed you the data

Kind Regards

Dear GGBet Casino,

I can confirm I have received the evidence. Now I would like to ask jabubuh1 if you are willing to accept the casino's offer stated above. We believe it's a generous bid considering the fact that you have breached the bonus T&Cs by placing multiple bets exceeding the maximum allowed bet amount of 3500 CLP while playing with an active bonus.

Please let me know how you want to proceed with this complaint. Otherwise, your case will be rejected due to mentioned reasons.

Thank you.

Kind regards,

Tomas

Dear, I would like to accept the casino's offer, what I understand from that offer is that they would take away my bonuses, then they would unban me and the balance I would have would be what I won, I agree with that, thank you very much

I accept the casino offer

Dear GGBet Casino,

Can you please confirm once you have paid the winnings to the player?

Thank you very much for your cooperation.

Kind regards,

Tomas

The money that was received as a result of wagering bonuses was deducted. The account has been unblocked, the player can continue playing due to the rules of the site or withdraw funds.

Thank you for your cooperation.

Kind Regards

Dear jabubuh1,

Can you please confirm that the case is now resolved?

Thank you.

Kind regards,

Tomas

Hello, I confirm that I was unlocked and I have the money from the winnings, but I don't know why it doesn't let me withdraw the winnings, I sent a request approximately 2 days ago, and now in the withdraw section it doesn't let me do anything anymore

Dear GGBet Casino,

Can you please provide an update on the status of the player's withdrawal?

Thank you.

Kind regards,

Tomas

The withdrawal request has been confirmed, the money will be received soon

Kind Regards

It's done, thank you all

Dear jabubuh1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

I also want to thank the GGBet Casino team for reconsidering their statement and giving the player this option.

Best regards,

Tomas