HomeComplaintsGGBet Casino - Player's account has been blocked after KYC verification.

GGBet Casino - Player's account has been blocked after KYC verification.

Amount: 31,000 ₱

GGBet Casino
Submitted: 24 Jan 2025 | Case closed : 16 Feb 2025
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from the Philippines had a problem with a blocked account that was closed immediately after completing the KYC verification, without any additional requests for information. The Complaints Team reviewed the situation and found that the player's use of the same device for accessing accounts raised concerns regarding potential violations of the casino's terms. Consequently, the player's complaint was rejected as unjustified, based on the casino's right to enforce its policies regarding multiple accounts.

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Casino blocked me after I did the KYC verification they did not ask for more details about me and once I did the KYC verification they suddenly blocked my account

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Dear Potpot191919,

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. 

  • Could you please advise how long ago you registered your account? 
  • Which games you’ve been playing (live casino games, slots, or sports betting)? 
  • Were your winnings accumulated with or without an active bonus, please?
  • 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



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If I can recall I registered it just this year,

I bet on e-sports matches mostly and do casino games like, roullette/baccarat and slots called: Joker Stoker,

Yes, I accepted their bonus offer but I completed the rollover without any fraud and cheating.

The reason they banned me was accused of Multiple Accounts which is unlikely since this is the first time I did KYC on their website.

And another is, My boyfriend and I are using the website both and betting with real money but we have different account and withdrawal/deposit accounts on GGBet, We do not use the same accounts, neither bank nor GGBet.

I am being honest. I don't think my playing is breaking any rules in any way.

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Dear Potpot191919,

Thank you for your response and for clarifying the situation.

To get a clearer picture and determine whether the casino’s decision is justified, could you please clarify:

  • Which account was created first—yours or your boyfriend’s?
  • Do you and your boyfriend use different devices to access your accounts, or do you sometimes log in from the same device?
  • Are your deposit and withdrawal methods completely separate, meaning you each use different bank accounts, e-wallets, or payment methods?

Understanding these details will help us assess whether the casino’s multiple account accusation has any grounds. If you have any communication from the casino regarding this, please forward it to petronela.k@casino.guru.

Looking forward to your reply.


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Mine was created first before my boyfriend's.

Yes we use different devices and I think I logged on his phone once but I don't think that is breaking any rules since we are 2 different persons using 2 different accounts.

And yes ofcourse, we use have our own bank accounts/crypto wallets which we use for our own deposit and withdrawals


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Hi Potpot191919,

Thank you for your response. I appreciate the clarification regarding your accounts. However, logging into your account from your boyfriend’s device will now substantially hinder the negotiations, as casinos often flag such activity as a potential connection between accounts.

  • Could you please explain why you logged into your account from his phone?
  • Additionally, did you also play from that device, or was it only used for logging in? Your explanation will help us better understand the situation and continue assisting you.

Looking forward to your reply.


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I don't think playing on the same phone is breaking the rules. We do not use the same accounts, neither bank nor ggbet. We are honest people. We play at several casinos and I have never encountered such behavior that someone blocked my account without the possibility of withdrawing funds. I don't think my playing is breaking the rules in any way.

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Hi Potpot191919,

I understand your concerns, and I appreciate your honesty. However, I want to clarify that playing from the same device is a significant issue in most online casinos. The reason for this is that casinos rely on device data to detect multiple accounts and potential bonus abuse. When two accounts are accessed from the same device, it becomes difficult for the casino to verify that they belong to separate individuals, which often leads to restrictions or account closures.

To avoid similar issues in the future, I strongly advise against using the same phone or other devices for multiple accounts at any casino. Even if you and your boyfriend maintain separate accounts, the casino’s system may still flag this activity as a violation of their terms.

Please let me know if there's any information I've missed, otherwise, I will have to reject your complaint as unjustified. I truly wish I could offer more assistance.

Thank you for your understanding, and I look forward to your reply.


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I never knew it was against the rules, also never did anything fraud apart from using the same device. I read their Terms and Conditions and it says ""request documents from the customer to confirm their identity, and stop any activity on the accounts in question until the customer has confirmed their identity. In the event that a duplicate account has not been used intentionally to carry out activities using multiple accounts by a single customer, and provided that the relevant terms and conditions have not been breached, we may, at our discretion, allow the customer in question to withdraw any funds deposited to a duplicate account""


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Dear Potpot191919,

Thank you for your response. I appreciate your explanation and understand that you were unaware of the rules regarding using the same device for multiple accounts.

However, after reviewing the information, it’s clear that the situation you’ve described still falls under the casino’s terms regarding the use of multiple accounts from the same device. As you’ve pointed out, the casino has the right to request identity verification and stop any activity until the situation is clarified. However, the fact remains that the casino flagged the account for potential violation, and that remains their decision.

Given the circumstances and the clear violation of their terms, I must unfortunately reject your complaint as unjustified. I understand this might not be the outcome you were hoping for, but please be assured that this is based on the information provided and the casino’s terms.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru


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