The player from Germany had her casino account blocked after she had secured winnings from her deposits and had attempted to withdraw them. The casino had accused her of owning multiple accounts, however, she insisted she only had one. The player had also disclosed that she had completed the KYC verification before the account was blocked and that she had used a bonus code for her second deposit. She had been able to withdraw her first winnings of €180, but her subsequent withdrawal of €120 was denied. Despite our efforts to assist, the player had failed to respond to our inquiries, leading to the rejection of the complaint due to lack of further information.
GGBet Casino - Player's account was blocked.
Amount: €300
GGBet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Today, I deposited 15 Euros and used a bonus for it. I then won 180 Euros and wanted to withdraw it.
Subsequently, once the money had already been deducted from the player's account, I deposited another 20 Euros. I won another 120 Euros which I also wanted to withdraw.
Shortly after, my account was locked and I was accused of owning multiple accounts. However, this is not the case.
I only have one account, not several.
Automatic translation:
Public
Public
11 months ago
Dear le111,
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 possibility 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 passed the KYC verification before you lost access to your account?
Have you accumulated your second 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,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
11 months ago
Translation
My friend also had an account at this casino, but has not been able to access it for several months.
KYC was passed before the blocking and there were never any problems.
I also used a code for the second deposit to get an additional bonus.
However, both times I played with real money and wanted to pay out the money I earned.
When I made a block on my account, I noticed that the first amount of €180 had still been paid out. However, the second amount of €120 will no longer be paid out to me. Even several communications with the casino were unsuccessful.
Automatic translation:
Public
Public
11 months ago
Thank you very much for your reply, le111. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
