The player from Brazil's account had been blocked due to alleged duplicate accounts and bonus abuse. He and his wife had both been playing from the same device and claimed bonuses on their respective accounts. The player insisted that their gaming was purely recreational and no bonuses were abused. He sought assistance in resolving the issue. However, we explained that using the same device and claiming bonuses on multiple accounts was strictly prohibited. Consequently, the casino was within its rights to close both accounts and confiscate any remaining balance. Despite the player's request for a refund of his deposits, we clarified that if the deposits had already been used, a refund was not possible. The complaint was subsequently closed due to these reasons.
GGBet Casino - Player's and Wife's Accounts Blocked Over Duplication Suspicions.
Amount: 3,500 R$
GGBet Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Good day, I'm in need of some assistance. Firstly, I believe there's been a misunderstanding. I've always enjoyed GGbet and never encountered any problems. However, recently, my wife and I decided to use the site together for leisure. Her account is new and she has set it up under my guidance with all of her personal data. She managed to make a decent profit but received no account confirmation, consequently, we requested a withdrawal. Unfortunately, this resulted in both my wife's and my account being blocked. We're hoping for your assistance in resolving this issue as GGbet is a hobby for us. We've always had positive experiences with the chat service but this misunderstanding has been a letdown. We've been informed that the blockage is due to the suspicion of having duplicate accounts and bonus abuse, however, I've never exploited any bonuses, let alone reached the required 50% rollover. All of our activities on GGbet have been purely for fun, which can be proven by the amount of money that I lose on the site... Our hope is to draw enjoyment from GGbet again after resolving this issue!
To clarify, yes, my wife and I both have accounts with GGbet. No, we have never profited from bonuses - it has always been for fun. Also, yes, we live in the same residence and use the same internet and to wrap up, my primary account under my name, Marcelo, has been verified for many years without any withdrawal or deposit issues.
Hello Marcelosouzafilho98,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when are you registered in the casino and since when your wife? Did you claim bonuses on both accounts (doesn't matter if you did win from it or not)? Are you both using the same device to play in the casino or ever used it that way?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Hello, the pleasure is all mine!
For sure, let's go! Firstly, regarding the account registration date, my account with the email registered here at casino.guru was created on 5/25/23, while my wife's was created on 12/04/2024!
Regarding the bonuses claimed, yes we did claim bonuses on both accounts but different and parallel bonuses and we never got a rollover to transform the bonus into real money as we always aim to play for fun. In my account I claimed some random bonuses and in my wife's account she claimed the Welcome Bonus, but she confirmed to me that at the time of withdrawal she was not even at 45% of the required Rollover Bonus.
Yes, we use the same device to play, which in this case is a notebook, and I also use a cell phone.
This is where my complaint comes in, I understand GGBET's stance and positioning in relation to duplicate accounts, however what made me a little upset was the impossibility of defending it since unfortunately I always receive the same emails. I believe that the casino's risk department only needs to do a brief study of my history to identify that I am a valuable player for them, as I play for fun and most of the time I lose money...
I would obviously like to withdraw my available money so I can play at another casino, but my real desire was to continue at GGBET, if possible.
Yours sincerely,
Marcelo
Hello Marcelosouzafilho98,
Unfortunately, it is strictly forbidden to use 2 account from the same device or even claim bonuses while playing from same device. In this case, the casino had all the rights to close, disable both accounts and confiscate any kind of balance from both accounts.
Please keep in mind to never ever use the same casino with an another person as it will always ends by closing the accounts.
Is there anything else we can assist you with? If not, the complaint will be closed.
Can't I at least request a refund of my deposits based on my history?! In this case, the deposits from my main account... we were not aware of these circumstances
Hello Marcelosouzafilho98,
If the deposits have already been used, no. It's like you would lose the money in any other casino. Please keep in mind that not knowing something is never an excuse as every player agree to casino terms and conditions when registering.
We will be now closing the complaint for the above stated reasons.
Best regards,
Nick
