GGBet Casino - Player's account was blocked.

Hello, my account got blocked. They are saying that I registered more than one account and using multiple accounts for myself even if that is not the case. Moreover, they also said that I was abusing their bonus program which I knew nothing about and I was not aware that I was violating any of their rules or whatsoever. My children's account seemed to be banned as well and they are accusing us of being one person only without proper investigation. We have been using ggbet for more than a year and no problem escalated until now. How is it reasonable to just ban accounts without any warnings at all and prohibit users from withdrawing their hard earned money without proper investigation on our side.

Dear Karenwong,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GGBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

Did you achieve your current balance with or without an active bonus? 

How many additional family members had accounts open in the casino? Do I understand correctly you were all playing from the same computer?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello! I have been using ggbet since 2022 around feb and my account was blocked last friday without any warning at all so I was surprised because I was really not aware of violating any rule or whatsoever.

I achieved my current balance with a bonus and some random sports betting but the amount I deposited was a lot more than what I have won.

I have 3 children who also opened an account in ggbet and gambles for fun because we would usually go to a physical casino and play there. And yes, we would normally open our accounts in the same computer and take turns betting for fun. I am not aware that this is violating any rule and we would not have done it if only we had known.

Thank you and I hope that you can help me get my money back.

Hello! Any update regarding my case? Thank you! 🙂

Thanks for your patience.

Could you please explain which account in your household was open first? Have you or your children successfully completed account verification in the casino?

Hello! My eldest son was the first one who tried gg bet and told me about it so I also created an account since everything was going well on his end. His account is ste*****g@yahoo.com. We all completed our account verification and even passed our own identity verification before with a selfie. In addition to that, we all have our own bank accounts which we all use for withdrawal.

Thank you very much, Karenwong, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Karenwong,

I'm Michal and I have taken over your complaint. I have reviewed your case and 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,

Can you please provide some information about the allegedly multiple accounts created by the same player?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hello all,

More than one rule violation was found. In particular, we can highlight the violation of the rules of wagering received bonuses, which was also noticed on other accounts of this group. 

Dear Michal, I sent the evidence to your email.

Kind Regards

Hello!

I am a very reasonable person and I understand that I may have violated any rules in the casino's end and I sincerely apologize. However, please do understand that on my end, I was not aware of violating any rules of your bonuses and I even read the terms and conditions for each bonuses to prevent any complications.

Furthermore, I did not receive any warnings from the casino regarding this and was even shut down by ggbet customer service when I asked for an explanation and was very rude (you can see our conversation that I sent at the beginning). No proper investigation happened on customer's end nor any detailed explanation.

How is it reasonable to just block an account all of a sudden and worse is to prohibit customers from withdrawing their real funds. I would even understand ggbet blocking my account due to violations with proper explanations but prohibiting us from withdrawing our own real money is very unacceptable. I would gladly walk away from this ggbet casino after being able to withdraw my real funds.

Hope you can understand my situation.

Thank you for your email and evidence, GGBet Casino.

Dear Karenwong,

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 evidence of multiple accounts created from the same device, the same bonuses were claimed and similar gameplay was detected which is in breach of the casino's terms and conditions you have agreed to when creating your casino account.

10. COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY

10.6. You shall use the services only in good faith towards both the Company and other players using the services. In the event that the Company deems that you have been using the services or the software in bad faith the Company shall have the right to terminate Your Account and any other accounts you may hold with the Company and the Company shall be entitled to retain all monies therein. You hereby expressly waive any future claims against the Company in such regard.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. I can only recommend that you read the General and Bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules and open only one account to avoid disappointments like this. 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