GGBet Casino - Player's account is banned with pending withdrawal.

My account was banned and I had a pending withdrawal. Can I have my money?

Dear mumvista,

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 to make sure I understand your situation completely.

Could you please advise if you passed the KYC verification?

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

Have you made any successful withdrawals from this casino in the past?

When was the last time you contacted the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

I spoke to the casino customer service in the morning, and they did not give me a meaningful answer.

Kyc, of course, won't let you pay until it happened. Also, the current bonus is deleted upon payment.

No successful payment has been made yet. HUF 300,000 is not a small amount of money, I would be happy to receive it.

Have you received any explanation about the reason your account was blocked?

Több fiókot hoztam létre egy ip ről. De többen használjuk otthon azt a készüléket.

Any developments to be expected? HUF 300,000 is a lot of money.

Do I understand correctly that you have opened multiple accounts in the casino?

I had an account. A device (tablet) that I use to play on, my younger brother also plays on it.

Does your younger brother also has an account in this casino?

Yes, you were.

I received such an email, but the payment has not been made since then

Can you please confirm that you and your brother use separate payment methods?

My brother usually pays with skrill or a visa card ending in 3006. I have paysafecard Or MasterCard.

Can you confirm that you never used each other's payment method for depositing?

Igen

Of course I can prove it. No bank is the same. Nor the type of card.

Could you please forward any relevant communication between you and the casino regarding your account blocking to veronika.l@casino.guru? Alternatively, you may post the screenshots here. Thank you.

Élő chaten beszéltem a kaszinóval. Azt nem tudom vissza nézni.

?

Thank you very much, mumvista, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Okay thank you very much!

Hello mumvista,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know, if the casino system detects that multiple accounts were accessed from the same IP and same device, this can be considered as a sign of multiple accounts so it is nothing unusual that the casino system blocks/restricts the involved accounts. Have you and your brother claimed the same bonuses? Have you played the same casino games? It is strongly recommended that each player use only their own device to access their casino account. I will contact the casino to shed more light on this matter.

We would like to invite GGBet Casino to join the conversation.

Dear GGBet Casino,

As the player mentioned, the device (a tablet) was shared between the brothers, who both have their own separate casino accounts and have used separate payment methods to fund their accounts. To establish that both accounts are really used by separate players, I would recommend undergoing KYC verification for both accounts. What do you think?

Hello everyone,

Thank you for the information. We appreciate your concerns and would like to address them accordingly.

Upon further investigation, we have identified four accounts that are registered under the name Jácint Fábián. Additionally, we have noticed that the location, device used for authorization, and the payment details (478736******4154/05/2027) coincide across these accounts.

While it is possible for multiple accounts to be accessed from the same device and location, the fact that your name is listed in the profiles of these four accounts, with your date of birth appearing on two of them, raises questions.

We kindly request your cooperation in clarifying this matter. If you have any additional information or details that could help us understand the situation better, please provide them to us. We take matters of account security and integrity seriously and will thoroughly investigate this issue to ensure a fair resolution.

Thank you for your understanding and assistance in resolving this matter.

Hi, thank you for your reply. Several of my data are saved on the device for automatic filling. After I got banned, I naturally registered again. My brother and I can prove identity

Thank you for the explanation and evidence, GGBet Casino.

Dear mumvista,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, detailed evidence of multiple accounts linked with personal information, IPs, device ID, and cookies. I doubt that you and your brother have the very same name (Jácint Fábián). Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. Please understand that every player is allowed to have only one casino account. If your account gets banned for some reason you need to discuss the issue with the casino and not open another account. This action from your side is against the terms and conditions in almost every casino and even can be considered fraudulent activity.

As it's mentioned in the casino's terms and conditions

5. OPENING YOUR ACCOUNT

5.5. Each customer can only open one account on the website. Any additional accounts opened by a customer will be deemed duplicate accounts...

... 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.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

I strongly recommend you open only one casino account for yourself and use only your own device (not shared) to access and play in the casino.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal