The player from Finland faced account blocking after multiple declined withdrawal requests, with the casino alleging that he had 'graphically edited' his KYC documents. Despite having used the same documents for over a year and being allowed to deposit funds, the casino permanently blocked the account and advised him not to attempt reinstatement. The Complaints Team was unable to proceed with the investigation or offer solutions due to the player's lack of response to inquiries, which led to the rejection of the case. The player was informed that he could reopen the complaint in the future if he chose to engage further.
GGBet Casino - Player's account has been closed.
Amount: €470
GGBet Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
GGBet Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Tried to withdraw My winnings but they declined The request a few Times until they blocked My account with The reason being that i would Have 'graphically edited' My documents For The KYC.
I Have used The site with The documents For over a year and havent had Any problems before this, another thing i Have to mention IS that they still let me deposit Even though they think that My id IS fake.
I've Been trying to prove that My id IS infact not fake but they just announced me that My account IS blocked permanently and i shouldnt Even Bother trying to get IT Back.
Public
Public
3 months ago
Dear Nickut,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the casino regarding your account and the document verification process.
To better understand the situation and assist you further, I’d like to ask a few questions:
- Could you clarify which specific documents were flagged by the casino as "graphically edited"?
- Have you provided any additional documents or proof to confirm your identity since the issue was raised?
- You mentioned that you’ve used the same documents on the site for over a year without any problems. Were there any changes or updates to your account that might have triggered this review?
Your cooperation is crucial if we are to proceed with this case and assist you in addressing the issue. Without your input and additional details, we won’t be able to move forward. If you have any further documentation or communication from the casino regarding this matter, please feel free to 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
Public
Public
2 months ago
Dear Nickut,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
