GGBet Casino - Player's account locked due to multiple accounts clause.

I joined the casino upon recommendation and was enjoying it until I started encountering problems during the withdrawal process. The casino refused to accept my identification document, claiming it was illegible, despite my sending it more than 20 times and it appearing legible on my end. On the 13th, I was taken aback when my account, along with its balance, was locked. They told me they wouldn't pay me because I had supposedly violated the casino's rule of having more than one account, which is not true, and I am unable to contact them to discuss this.

What has happened is that we were not aware that the same household could not have more than one client with the casino. Everyone here plays, and no casino has ever informed us of such a rule. It's quite absurd to expect us to relocate our residence just to be able to use a betting site, especially since all of us here enjoy and use gambling games. If such a restriction existed, it should have been stated in the casino's rules, yet I didn't find anything about this. So now, I am attempting to negotiate and have even hired an online legal advisor to help me resolve the situation.

I know my rights, and I am aware that I did not breach any rules. I will continue using all available channels to address the issue at hand. I do not understand this situation since we've lost more than we won, and we all know that the house never loses. This business is profitable for them and entertainment for us, even if most of the time it results in losses.

But I am confident in my rights and know that I did not infringe upon any rules. I will keep pushing to resolve the issue at hand. I am counting on your support.

Hello negaojosousa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you all used bonuses in the casino? Have you been playing from the same device with the others? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning. I tried to verify numerous times, my document was accepted but the photo was not as they said the number was illegible, but for me when I opened it it was readable, I sent more than 20 different photos and nothing... I believe it has already It was their plan to block me and that's why they didn't accept it. In my house we all use a single computer, unfortunately our reality doesn't allow us to have more than one, it would be great but we don't have the means to do so. I got in touch several times in the week of the 13th to talk about refusing my photo and trying to understand why they accepted it because it appeared legible to me. The bonuses I used were the ones that arrived to me via the casino's social media channels and zap, the ones when I logged in and were in my account and were in the message.

Hello negaojosousa,

Does anybody else from the household uses this casino on the same computer? Did multiple of you claimed bonuses?

Good morning.... Everyone in my house uses the same computer for whatever the subject, whether work or entertainment, games, research, news.... everyone in the house uses the same computer because it is the only one in the house. In my house there are several people who play in the house and when they receive bonus codes they use them, these codes arrive via WhatsApp or social networks, the same when received and if someone uses the house and they are available, they are used.

Hello negaojosousa,

Unfortunately, it is strictly forbidden to use the same device to play in the same casino with 2 different accounts. The casino has every right to confiscate any winnings and block all the accounts associated.

Is there anything else we could assist you with?

At no point was I informed of this by the casino or anywhere on the website and I got in touch several times... I didn't know that I had to be rich to be able to play at the house, as at my residence we only provide one computer for everyone.... and that was never a problem. Now, if it was against any rule for people in a house to use the same computer, it should be made clear on the website, and as I said, I never saw any information about that. So I cannot have committed any crime or broken any rules since I did not know and did not know such information.

Hello negaojosousa,

When multiple players register from the same device, it is impossible to determine who created those accounts as many player uses their relatives or friend's details to register in order to get access to the casino and multiple bonuses.

Once you do this the casino can close your account based on this term:

Based on that, by creating accounts from the same devices, it counts as multiple accounts for the above explained reason.

Unfortunately, it is prohibited to do this in almost every single online casino and we can't enforce them to do otherwise. We will be now forced to close the complaint.

Best regards,

Nick