The player from Germany had raised a complaint about his account suspension and cancelled withdrawal at an online casino, accusing him of having multiple accounts. He had insisted that he only had one account and had complied with all the casino's rules. The casino had claimed that the player's account shared an IP address with ten other accounts, raising suspicions of multiple account activities. The complaints team had requested evidence from the casino to support their claims. After further investigation and communication, the casino had acknowledged their mistake and reinstated the player's account. The player was then able to withdraw his winnings of €1999. The issue had been successfully resolved with the assistance of the complaints team.
GGBet Casino - Player's winnings confiscated over alleged multiple accounts.
Amount: €1,999
GGBet Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello...
I used a deposit bonus correctly and adhered to all the rules. I won a considerable amount and wanted to cash it out...
I provided the casino with the necessary documents, and then suddenly, they claimed that I had multiple accounts. Consequently, my withdrawal was nullified and my account was suspended...
What can I do about this, or can you assist me?
Best, André
Dear Kackfratze,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account previously verified?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello...
No outsider, at least I think, opened a second account using my IP address...
I implemented the deposit bonus correctly and ended up playing with real money, I also asked about this in the live chat...
So if everything is ok with my credit, it said yes and I can use my entire credit after I have verified myself...
I did that and then the answer came, which is why I contacted you...
I hope you can help me, not only because it's 1999,-€ but also for the sake of justice...
I think it's a complete impudence to pull something like that, especially since all the casinos make enough money anyway...
Thank you dear Casino Guru team for your effort...
Thank you, Kackfratze, for your reply. I'm sorry it might be just a wrong translation but it seems as if you opened two accounts. Is that correct?
No outsider, at least I think, opened a second account using my IP address...
I don't have 2 accounts there...
I logged in once with my correct data, why should I deposit and log in with my correct data and then open a second account...
That doesn't make any sense...
What can I do now, I have followed everything and would like to receive my winnings...
Lg
Thank you very much, Kackfratze, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Kackfratze,
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,
Please forward me the evidence of the supposedly multiple accounts of the player to michal.k@casino.guru
Hello André,
Thank you for reaching out regarding the situation with your account and the withdrawal request. We appreciate your concern and would like to provide you with an explanation of our actions.
Upon a thorough review of your account activity, we observed that your account shared a location with ten other accounts. What raised suspicions was the fact that although each account had different German cities listed in their profiles, they all had the same IP address. For example, the cities of Stadtilm and Unterwellenborn had identical IP addresses associated with them. Such a scenario is highly improbable.
Additionally, some of these accounts shared identical names but with different cities of residence. Despite this discrepancy, the IP address remained the same. Furthermore, an identical no-deposit bonus was activated on all these accounts, and not all of them successfully fulfilled the bonus wagering requirements. As a result, the accumulated winnings could not be withdrawn, as the accounts were not verified.
The intention behind creating multiple accounts for such activities is evident, and our primary goal is to maintain a fair and secure gaming environment for all our players. Consequently, all these accounts were blocked in accordance with our policies.
Dear GGBet Casino,
Please forward me the evidence of multiple accounts of the player to michal.k@casino.guru
Dear GGbet team, I have never been to the cities you mentioned, nor do I know these cities...
The next thing is, I earned the amount that you still have to pay me out with a deposit bonus...
Why do you make such claims instead of simply paying out my winnings?...
I stuck to everything and as I said a thousand times, I only opened an account with you...
Dear Michal, it would be nice if you would stick with my problem and keep me updated...
I think this number is a huge disgrace...
Lg
Dear Kackfratze,
Please do not worry, your complaint will stay open until the situation is not clarified. I'm still awaiting supporting evidence from GGbet Casino team to back up their claims.
Thank you Michal for your help...
It's so sickening what GGbet is doing...
Wait for an answer...
Lg
Hello!
We will provide you with the necessary evidence. Our team is diligently working on gathering and verifying the information. Once the evidence is compiled, it will be forwarded to your provided email address, michal.k@casino.guru.
Hello!
All the data has been sent. If you need any additional information, please let me know.
Thank you for your email, GGBet Casino team. I have replied back and am awaiting further information.
I have reviewed all the information, and thank you for your response. Additional details have been forwarded. Just to reiterate, I have submitted a request for further verification of the bonus activated on each account to gather more detailed information and avoid any errors from our side. Thank you all for your cooperation.
Alright, GGBet casino team. I'm optimistic that we can bring clarity to the situation once we've received the additional information.
I don't believe it...
I did everything right and didn't open another account anywhere else...
It's a huge mess to claim such rubbish because of €1999 and to drag it all out so long...
Hello Andre,
We sincerely apologize for the confusion and inconvenience caused by the temporary suspension of your account. We acknowledge our mistake and are committed to reviewing our procedures to prevent such incidents in the future.
As of now, your account has been reinstated. To complete the account verification process, we have sent you an additional request to verify your payment card. Please check your email and account notifications for further instructions.
Once again, we extend our heartfelt apologies for any inconvenience this may have caused. If you have any questions or require further assistance, feel free to reach out to our support team.
Thank you for your understanding.
Thank you for your response, GGBet casino team. I'm glad the situation could be clarified.
Dear Kackfratze,
Please provide the required documents as mentioned in the email from the GGBet Casino team. Once everything is verified, you should be able to withdraw your winnings.
Dear Kackfratze,
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.
Thank you very much Casino Guru and also Michal...
You are the best...
Everything has been sorted out, thank you dear...
Many greetings to you and the team...
Thank you for your help...
Great news, minminzemi. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
