HomeComplaintsGGBet Casino - Player's account was hacked.

GGBet Casino - Player's account was hacked.

Amount: 470 R$

GGBet Casino
Safety Index:High
Submitted: 05 Apr 2023 | Case closed : 28 Apr 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Brazil was informed that his account was hacked and someone withdrew his winnings. We ended up rejecting the complaint because the player stopped responding.

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1 year ago
Translation

Monday the 03/04th I received an email that they had made a request to withdraw money without my authorization. I logged into my account and saw that they had tried to withdraw the money using the Tether ERC20 withdrawal method

I communicated to the casino support and soon after they replied by email that I had been hacked and that I had to wait until the transaction status changed from "In progress" to "Success". That way they could return my balance to the account.


Turns out it's been 3 days now, and I've never seen a transaction take that long to go through. I also have doubts if the casino is really trying to help me, as I've had other problems where they only really helped me on the third and fourth attempts that I reported the problem.


Below is the email I received from support telling the procedures

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1 year ago

Dear MarllonSales,

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 anyone who could have had access to your devices and casino account? Which withdrawal method do you usually use?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here

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

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1 year ago
Translation

Only I access my account. But someone accessed it and tried to withdraw all available balance.


I use the PIX withdrawal method as you can see in the image:

file


Att,

Marlon S***

Edited by a Casino Guru admin
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1 year ago

Thank you very much, MarllonSales, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

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1 year ago

Hi MarllonSales,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite GGBet Casino to the conversation to participate in the resolution of this complaint.

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1 year ago

Hello MarllonSales

Is the issue still actual?

If so, please kindly specify the disputed transaction IDs.


Best regards

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1 year ago

Dear MarllonSales,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

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