The player from Germany, who had won 3000 euros at GGBet Casino, had faced an issue when his account was blocked after he had received 1200 euros, with 1940 euros still pending. The casino had alleged that he violated rules by operating multiple accounts, which he had denied. We had attempted to mediate the situation but the casino was initially unresponsive. The complaint had been marked as 'unresolved' and the player had been advised to contact the Antillephone Gaming Authority. However, upon reopening the complaint at the casino's request, they had provided evidence of multiple accounts used for bonus hunting. After reviewing this evidence, we had concluded that the casino's actions were justified, leading to the complaint being rejected.
GGBet Casino - Player's account has been closed due to accusations of multiple accounts.
Amount: €1,940
GGBet Casino
Safety Index:LowUnjustified complaint
REJECTED
Case summary
I deposited 400 euros at ggbet with a 150 percent bonus.
The bonus at ggbet is non-sticky
Real money and bonus are separate
With my 400 euros, I was able to win 3000 euros and therefore requested a total payout of 3140 euros.
The 600 euro bonus was cancelled as a result.
Thus, even though 1200 euros have already been paid out, 1940 euros are still outstanding.
Today, I received the following email:
Hello!
You have registered and used more than one account on our website.
This is a direct violation of the site's terms and conditions and for this reason we have blocked your account.
● It will no longer be possible for you to use the services of GG.BET.
● Any balance on your account will not be refunded.
● If you attempt to open a new account, it will also be blocked.
GG.BET Team
The casino claims that I have more than one account, which is not true because I only have one account at ggbet.
They have also not provided any evidence to support their claim.
I am fully verified and this is not my first withdrawal.
Dear zilske50,
Thank you very much for submitting your complaint. I'm sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few questions to make sure I understand the situation completely.
Could you please send me the exact name or link to the bonus you played with?
Do I understand correctly that your account is fully verified and you made successful withdrawals from GGBet in the past?
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
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,
Veronika
-I no longer have the link to the bonus but that doesn't matter because I won with real money and the bonus was canceled
-Account is verified and I have already made several successful withdrawals in this casino
-No one else in my household has an account with gg bet
Thank you very much, zilske50, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.
I’d like to invite a representative of GGBet Casino to join the conversation and participate in the investigation of the case. Could you please send me the evidence of the player having multiple accounts? My email address is veronika.l@casino.guru. Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority which has better options and tools to help players (complaints@gaminglicences.com). Please let me know if you need help with filling out the form or how the authority responded if you can do this on your own (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Veronika
We’ve reopened this complaint at the request of GGBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear GGBet Casino representative,
could you please send us screenshots with the evidence of the multiple accounts and bonus abuse? My email address is veronika.l@casino.guru. Thank you very much!
Hello!
Thank you for reopening this complaint and giving us another opportunity to address the issue at hand. We are committed to providing all necessary information and cooperating to reach a satisfactory resolution.
We will certainly provide you with the required evidence to support our position regarding multiple accounts and bonus abuse. We appreciate your assistance in this matter and thank you for your understanding.
We will gather the evidence and promptly send it to your email address at veronika.l@casino.guru
Hello!
The information has been sent. We are awaiting your response. If additional information is required, we will be happy to provide it.
Dear GGBet Casino representative,
Thank you for providing us with all the necessary information.
Dear zilske50,
After a thorough investigation, we came to the conclusion that the casino was right to close your account and forfeit your funds. We received evidence of multiple accounts used for bonus hunting which is strictly against the rules of any gambling establishment.
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.
Best regards
Veronika
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