GGBet Casino - Player's winnings confiscated due to alleged violations.

Around 6000k euros was confiscated along with my account. I had been making partial withdrawals when at some point they blocked me. They informed me about a violation of the bonus rules. While I was corresponding with the chat, they also accused me of registering multiple accounts. I joined Ggbet casino on November 14, 2023.

My account was properly verified,

I made about 7 deposits for a total of about 8k PLN.    I HAVE ONLY ONE ACCOUNT THAT I MYSELF SET UP AND VERIFIED, I DO NOT HAVE OTHER ACCOUNTS IN GGBET.

I had a successful withdrawal in December which was temporarily held for additional verification. Everything was fine with my account so I successfully withdrew the money.

During the next withdrawal, they took my account. They informed me about having more than one account, registering multiple accounts on the same device, etc.

I couldn't have been unknown to the casino earlier as I was active. At this moment, I really don't understand what the issue is. I only know that the Casino unfairly made the decision to block my account and they have taken a lot of money.

I seek help in presenting arguments that I have not violated the rules.

Hello lukaszdomavul,

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 is your account fully verified? Does anybody else has an account in the casino from your household or may used your device to play in GGBet? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

Definitely in the household itself, my diagnosis shows that I am the only one who sometimes likes to take a risk in the casino. So I exclude a third person. I am more willing to admit that I could have accidentally used the Internet and thus used the device many times without suspecting a problem. When we ask about the phone, only I have access to it.

I am the co-owner of a modest company providing transport services. Sometimes also as a truck driver in my company. We have a large staff of employees and we care about their working conditions. Employees have access to the Internet and related devices throughout the plant. However, in the office we also have computers which I also use sometimes. And several times after working hours I played, not only at the ggbet casino. Personally, I have not seen or heard about any conversations about casinos. This does not guarantee, of course, that none of the staff has anything to do with casinos.

I talked to the support two days earlier and asked why I was finally deprived of the Kionto? For creating a multi-account and thus violating the terms of the bonus, or are the two situations separate?

.....Please note that my account is verified on December 24, 2023 and the account is taken away on March 7, 2024.

and I get this answer:,,,,

"Your account is being verified

blocked by posi-

adding more than 1 account and

tampering with bonus rules.

The fact of the violation remained

determined during the inspection

by the security department,

data were found to be consistent

on several accounts.

I understand, but during the veri-

fiction, it was established that Mr

register more than one

account and it was confirmed that

these accounts were created in

to abuse the programs

gift sites, accounts

were logged in from the same ones

Hello lukaszdomavul and thank you for all the information provided. As we will need evidence of account multiplicity from the casino, your complaint will be forwarded to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you

Dear lukaszdomavul,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a GGBet Casino representative to join this conversation and participate in resolving this complaint.

Dear GGBet Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

Hi everyone,

Lukasz, thank you for bringing your concerns to our attention.

We understand your frustration regarding the recent actions taken on your account. Our risk department conducted a thorough investigation, which revealed matches in IP addresses and devices used for authorization, suggesting the presence of multiple accounts associated with your profile. Additionally, our system detected instances of bonus abuse, which is a violation of our terms and conditions.

While we acknowledge that you may have only set up and verified one account, our system flagged irregularities that prompted the account suspension. We take compliance with our terms and conditions seriously to ensure a fair and secure gaming environment for all our users.

We regret any inconvenience this may have caused you, but our decision to suspend your account and confiscate funds was made in accordance with our policies. We strive to maintain the integrity of our platform and uphold the rules that govern it.

Thank you for your understanding.

Hello everyone again.

When answering the question from Gur's representative, I did not hide or want to hide the possibility of using the casino's website. By submitting the appropriate documents, I did not intend to defraud the casino. I think that GGbet Casino has the appropriate documents confirming my concerns.

The authorization and the device can only suggest ambiguities. I think that 100% evidence is needed to take away such a large amount from a player, otherwise the opinion about the casino will not be positive. Unless the casino does not pay attention to such situations and assumes that they only want to take the money. I received I had already paid out from the casino but it was a smaller amount. Now, when there is still 6,000 euros left, it is clearly too much to pay. The current situation is beyond my control and I have no influence on it. I didn't expect anyone from my administration to benefit from it. from the device and from the Internet in my company.

Someone probably didn't know that he or she was not the only user of the device. I understand the casino because everyone looks after their own business, just as I look after mine, but I cannot write in my work regulations "please do not play online casinos on this device because I am already playing." ,,,,

I know the bonus regulations and therefore there is no possibility of breaking the bonus rules. The bonuses obtained were played from start to finish without gaining any advantage.

All types of game rounds were played in accordance with the regulations, leaving no type of bonuses, skaters, etc. in order to obtain the funds referred to in the regulations.

I am asking the casino to take another look at my case

Dear GGBet Casino,

Thank you for your response and the information provided.

Could you provide us with evidence of multiple accounts and bonus abuse? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

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.

Hello,

I'm sorry that I'm writing in installments, but the GGBET casino theory still bothers me.

Please explain to me if I played on a device and managed to win. The payout was paid. This means that there was control and there was no violation of the rules.

After some time, I make a deposit again and pretend to win. I order the money to be withdrawn. The casino sends me several parts of the payment. This means that I have not cheated the casino. Suddenly, my account is blocked.

It is known that I did not play on the device at the time of withdrawing the money. This clearly shows that someone used the device much later than I did.

I cannot be punished for someone who has also unknowingly violated the rules. If the casino does not take such situations into account, it only proves that it is not honest.

Dear lukaszdomavul,

Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (Antillephone N.V.) and submit a complaint directly to the regulator (certria@gaminglicences.com and/or complaints@gaminglicences.com).

Please let me know once and how they responded (stefan.m@casino.guru).

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan

We’ve reopened this complaint at the request of GGBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello all,

Dear Stefan,

Thank you for the opportunity to address and resolve this complaint. We have already sent evidence of multiple accounts and bonus abuse to your email.

We regret to inform you that the decision was made in accordance with our terms and conditions and cannot be reconsidered.

Thank you for your understanding and cooperation.

Dear lukaszdomavul,

I have checked the evidence provided by the casino. Delaying the game rounds is strictly prohibited and against the terms and conditions. Also, multiple accounts were detected as there was an IP and device match. It would be really difficult to prove that both accounts do not belong to you. Could you comment on this?

Hello. I only had 1 account at GGBet casino!!!!!

Can you write at least one name of a game where a violation of the rules was detected?

I didn't do that,,,I didn't hold back rounds to make a profit later;

I wrote above that I have a company and only a MISTAKE could have happened. Someone could have used the company computer to play at the GGBET casino not knowing that he was not the only user. That is why there was a mistake.

I still feel cheated because I didn't break the casino rules.

Regards

Dear lukaszdomavul,

The name of the game is "Sugar Supreme Powernudge". You have triggered the bonus rounds while having an active bonus, then went to play other games and after wagering the bonus you have used the bonus rounds with real money. This is strictly against the casino's terms and conditions and we agree with the casino's procedure.

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.

Kind regards,

Stefan, Casino.Guru