GGBet Casino - Player’s account has been closed due to alleged multiple accounts.

I registered an account at this casino on October 20, 2024. After making a few deposits, I managed to win something today. I requested a withdrawal of 350 zł. Unfortunately, the withdrawal was canceled, and my account was blocked because they claim I have more than one account at their casino, which is not true. 

Dear borys2149, 

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?

Could you please advise if you have passed the KYC verification?

Have you used any VPN or IP-masking software to access the casino website?

Have you accumulated your winnings with or without an active bonus? 

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

It is possible that someone from my household also created an account there. I also passed the verification correctly. I do not use a VPN masking and my winnings were accumulated without a bonus

Thank you for your reply. Before we proceed with your case, kindly forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case along with any other important evidence at veronika.l@casino.guru. Thank you again for your cooperation and I look forward to assisting you further.

Thank you very much, borys2149, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, borys2149,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear GGBet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Has the balance been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Branislav,

We have already sent you all the necessary evidence via email.

Dear Borys,

We are reaching out to inform you of the suspension of your account due to a violation of our platform’s Terms and Conditions, specifically Rule 5.5.1.

Our review has identified that multiple accounts have been created under your identity, which is a direct violation of Rule 5.5.1, stating that each customer is permitted to open only one account. 

5.5.1. Each customer can only open one account on the website. Any additional accounts opened by a customer will be deemed duplicate accounts. We reserve the right to close such accounts, 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, minus any amount previously withdrawn, provided that all bets placed from said account are canceled. In the event that evidence of fraud is discovered, all bets will be voided and the accounts in question will be blocked without any funds being withdrawn.

Please note that, as part of the registration process, all users agree to abide by the platform’s rules and terms of use. We encourage every user to adhere strictly to these terms to ensure a fair and compliant experience on our platform.

As per our policy, we reserve the right to close duplicate accounts, verify the identity of the account holder, and pause any account activity if multiple accounts are identified.  

Thank you for your understanding and cooperation.

Best regards,  

GGBET Team

Thank you very much, GGBET Team, for your email and the necessary evidence.

Dear borys2149,

After reviewing the data from the casino, it is clear there are at least 4 linked accounts (including yours) that were very likely operated by the same person.

Can you please explain the reason why you have several accounts at the casino with different identities/personal details?

Dear borys2149,

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.

Alright, borys2149, you were provided with a chance to comment on our findings but decided not to take it. I think we do not have to drag it out unnecessarily.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. As was mentioned above, there were at least 4 linked accounts at the casino (including yours), operated by 1 person, which is strictly prohibited. Based on the provided details, it would be likely impossible to prove otherwise.

The casino acted correctly and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, GGBet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru