GGBet Casino - Player's account was blocked.

Hi I have I problem. My account with GGbet is blocked. After a chat with assistant GGbet he told me I broke some rules. He said I opened more that one account. I opened just one, I played only first time with GGbet I used only one account and I can prove it witw my statements from my bank. Its only after I did a withdrawal my account was locked and my withdrawal stopped. I have done 7 deposits from my bank account between 22.58 and the last was about 2 am for 50 zl (11.41 US dollars). All my deposits was from the same account to my new registered gg.bet account. I won a little bit and ordered a withdrawal for 500 zl. I got my confirmation email. I have never use GGbet side in my life. Only used total cassino and skybet in the past.

What ca I do to prove it? I just feel I was cheated in some way. I understand They have rules but I never personally broke them. Please look in to my case. 

Dear Robert, 

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

Looking forward to hearing from you.

Best regards, 

Kristina

Hi thank You for Your respond. I opened an account using mu mobile phone. So nobody could use it in meantime. I was on the bet site about 3-4 hours having my mobile with me. I used my personal banking debit card only. I was playing. I activated some bonuses but didnt use it. the game I had the winnings was without bonusses. I withdraw just real money. I got confirmation. GG bet just told me I started several accounts and broke the rules. I really don't like being called a liar. Thank You again for taking intrest in my problem

Thank you very much for your reply, Robert. Could you please advise if you have passed the verification before the casino accused you of opening multiple accounts?

Hi. I just registered and got this email

Sorry just remembered I had mobile verification with code sent to me

I Have no idea who That is. I dont Have an e-mail with WP. Could You Giv e me some dates when this deposits took place? I will check my account. But thats not possible I have to confirm every transaction, and I never had done IT.

Hello everyone,

Thank you very much GGBet Casino for your reply.

Robert, do I understand correctly that the card mentioned by the casino belongs to you?

yes, seems its mine, date is correct and irst numbers and last are the same. But I checked my bank account transaction by transaction and nobody took a penny froom it. I have this account not even a year. so that was easy to check, I never had an email acount with wp.pl, and nobody from my familly have acces to my card or account....

I really cant understand that.

Like I said its not possible that Day I had only 2 transactions, none of them to a GGbet, thats a printscreen of that Day

You can confirm that with my Bank. I really hope, that will end soon, I am a bit fed up with proving I have not do anything against the rules. Thank You again for taking time, to deal with my problem

Thank you both for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Robert,

I'm taking over your complaint. Could you please forward the complete bank statement for April (card number 424671******3932 expiration_date: 08/2026) to my email address (peter.m@casino.guru)?

Dear GGBet Casino team,

Could you please specify what exactly the problem is here?

Hey, Peter

Sure: our anti-fraud dept. determined, that the same very card was used on the other account, including activation and further gameplay with the same bonus.

Kind regards

Dear GGBet Casino team,

Who is the owner of the card? If Robert is the owner of the card, it shouldn't be a problem, right? He played in his name with his own funds. If the card was used on a different account, the other account can, of course, be closed and the winnings confiscated.

Hello Peter,

Using the same card on different accounts may be considered as multiple accounts, are we wrong?

Especially when the bonus is used.

Please do let us know if our thinking is wrong.

Thank you in advance!

Kind regards

I am sorry, first of all, thank You for taking time to look in to my case. Just want to say again: no money was taken from my account in April. Like I said I used this website only once, for 3 hours. Peter has an April statement from my bank account.

Dear GGBet Casino team,

You are not wrong about the multiple accounts, however, if the player used their own correct personal information and their own payment method/card, no rules were broken with this account right? All other accounts where this payment method/card was used can be closed and the winnings confiscated since they can't pass the verification (unless it's a joint account). Or was the same personal information used in the other accounts as well?

@Peter

Can you firmly confirm that the statement from April is legit?

Thank you in advance!

Please kindly understand, that the disputed amount is not the amount to risk the casino's rating and waste managers' time. Obviously there is something weird going on with the card, thus we'd like to get to the bottom of it.

Dear GGBet Casino team,

The bank statement looks legit but I don't know what exactly I should be looking for. I can forward it to you if Robert agrees. Just let me know to which email address.

Dear Robert,

May I forward the bank statement to the casino? Do you give your consent?

Hello Peter,

I really want this matter to be done with, so yes You can pass my statement to GGBet. I hope thats safe. To be honest I am quite upset about all matter. Its not all about the money but about telling me that I have done something what i KNOW i HAVENT DONE. Thanks again for taking time for me.

Hey Robert

Shortly, the support team will request your documents for verification.

As soon as the verification gets completed - the withdrawal will be confirmed.

Kind regards

Hi Robert,

Please keep me updated.

Its all sorted now, thank You for Your support

Thank you Robert for the update.

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter