GGBet Casino - Player’s account was blocked for multi-accounting.

My account has been blocked due "multiaccount"reason, its a false I have only one account and never violate any "bonus terms". Please help!

Dear Adrian55, 

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?

Could you please advise if you have passed the KYC verification?

Have you accumulated your 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, 

Veronika

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.

My KYC verification has been passed years ago, had never problems, untill today. Cannot understand how they detect multiaccount when I played with one device and IP adress. May someone from my family or with same surname also registered an account, but its nevermind, I still had only one account and used only one account. In additional they suspect violate 17/18 bonus terms, it is also not true, played only "a christmas carol", "a christmas carol megaways" and "Bigger Bass Blizzard - Christmas Catch" games only, when its impossible to break 17/18 casino bonus terms.

In additional had no pending withdrawals and no funds before block my account, so im very suprised..

Do I understand correctly that the balance in your account was zero when it was blocked by the casino?

I had few eurocents in my account, but played one of casino tournaments and still cannot login to my account and customer support still confirm that I had more than one account and broke few T&C rules, which is not true. How I can violate rules? GGbet casino staff started block accounts with winnings to illegally get profits? I cannot understand that.

I’d like to invite a representative of GGBet Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the alleged multiple accounts of the player? My email address is veronika.l@casino.guru. Thank you very much for your cooperation.

Dear Adrian,

Thank you for reaching out to us regarding the account block issue. We understand your concern, and we've thoroughly investigated the matter.

Upon careful examination, it was determined that your account was blocked due to the creation of more than one account, attempting to deceive us by registering an account under a different identity, specifically an older person. This was corroborated by matching device authorization, IP address, and gaming patterns. Additionally, there were indications of bonus abuse, specifically violating the following rules:

Clause 18: When playing with bonus funds, it is strictly prohibited to abuse the delay of any gaming rounds, including free spins and bonus games. Failure to adhere to this rule leads to the cancellation of winnings and the confiscation of the active balance on the account.

Clause 19: When playing with an active bonus, the use of any strategies to meet bonus wagering requirements is prohibited. This includes collecting Scatters to obtain free spins using bonus funds and subsequently transferring them to the real balance. If we have sufficient grounds to believe that a player is employing such strategies, we reserve the right to cancel all player winnings and block the account.

We understand that this may be disappointing, but our decision is based on a careful review of your account activity.

Dear GGBet Casino representative,

Thank you for explaining the issue thoroughly. Please send any accompanying evidence to veronika.l@casino.guru. Thank you.

Dear Adrian,

Our initial findings indicate that there might be some discrepancies related to the usage of bonuses and the presence of multiple accounts associated with similar patterns, including IP address, authorization device, slot machines, and gaming activity.

Veronika, please allow us some time as we work closely with our risk department to provide you with detailed information and evidence regarding this matter. We appreciate your patience and cooperation in this process.

Dear Adrian,

please understand that delaying rounds when playing with a bonus is forbidden and it's a legitimate reason for the casino to confiscate your winnings. Also, creating multiple accounts in the same household, with the same IP address or same device is strictly prohibited.

Dear GGBet Casino representative,

I have not received any email from you yet. Could you please look into it? Thank you in advance.

Dear Veronika,

I apologize for the inconvenience. It appears a dot was inadvertently included in your email address causing the system notification to miss its intended destination.

Rest assured, all the pertinent information has been promptly resent to the correct email address to ensure you receive it without further delay.

Thank you for bringing this to our attention, and I apologize for any confusion caused.

Thank you, I have received the email now and I have also sent you a reply. I'm afraid that I need some more information regarding the player. Thank you very much for your understanding.

Hello!

I didn't get any replies to my email, could you please check if everything is ok?

I have sent you the email one more time, please let me know if you received it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear GGBet Casino Team,

I have not received any further information from you. I am sorry but I have to close this complaint as unresolved. The casino may reopen the complaint at any time.

We have reopened this complaint at the request of GGBet Casino. The casino provided us with additional evidence showing that the player had multiple accounts in this casino and that he abused bonuses on both of his accounts.

Dear Adrian55, due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.