GGBet Casino - Player's winnings have been confiscated.

Hello.

I registered on this site to file a complaint against the GG.bet casino, which I found really, really good before this episode happened.

At 24/05/2022 - 17:31 my local timezone (GMT -3) I finally did a wagering requirement of a bonus which I deposited 80 BRL to receive, that was 3200 BRL total (40x). But an hour after I requested the withdrawal it was informed that it was rejected, which is completely fine. But the thing is that the funds weren't returned to my account balance. I asked the support and they said I breached the terms and conditions "point 18" which is:

"When playing with an active bonus it is prohibited to use any strategies aimed at fulfilling the bonus wagering requirements, including collecting scatters to get free spins using the bonus balance and subsequently to receive free spins to the real balance. If we have reasonable grounds to believe that the player is using such strategies, then the Administration reserves the right to void all the player’s winnings."

And I believe they put this just to use as an excuse to void winnings from players who got through the wagering.

I haven't saved any scatters, played only one slot at a time, and had a really lucky run at thunderkick slots, which brought me to the final balance of 900.42 BRL.

I did some bonuses and wagering before on this casino, and withdrew without any problems until this point.

I would like an official response since the support won't provide enough information about the case.

Thank you.

Dear Junzera,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you activated? If possible, please, post here a link here to the offer you redeemed.

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru. (or you can post it here).

Thank you very much in advance.

Best regards,

Kristina

I believe it was the bonus code they offer on their twitter, which they notify everytime there is a new one, more specified the one at 23/05.

And the support only could provide the information that I breached this particular term from their TOS.

The thing is, just 2 days ago I got lucky and could cashout some profit from another wager, and after I withdrew the money the method I use to deposit and withdraw was gone off the withdraws tab. They shouldn't take my winnings just because I'm on a lucky run that finally hit since I was getting really unlucky these last months.

It's really a shame since they have a really good sporstbook focused on eSports, and I like both their odds and casino.

And every bonus do have a cashout limit that differs one from another, which is already really unfair so they provide tons of bonus codes every week to compensate, which results in more tries wagering for everyone. It's obvious that if you load everyone with bonuses, there will be more cashouts from the customers.

There are even bonuses they limit the cashout 3 times the deposit which is ridiculous.

Hello, Junzera

Oh, you sure like bonuses, don't you?🙂

Your scheme is rather clear to gg.bet

We've credited your account with 900.42 brl.

Enjoy!

Kind regards

They really did credited and lived up to their reputation as a legit sportsbook and casino. I was not let down and am really shook with the speed they solved the problem. Wtf.

I'm sooooo relieved now since I really liked you guys from gg.bet and was really upset that you might not be the site that I heard of.

Thanks for the fast response and thank you Casino Guru for creating this form of communication between players with lot of questions and casinos and providing a system that can actually work that differs the shady casinos from the good ones.

I also would like to ask why the withdraw method "pay4fun" is still unavailable for me, but for deposits it's there.

Dear Junzera

The withdrawal methods may be available and may not. It does not concern only your account.

Please kindly use the available methods for withdrawal.

Kind regards

Hello everyone,

Thank you very much GGBet Casino for your help.

Junzera, please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake, and unfortunately, we cannot influence this either.

Nonetheless, I am happy to hear that your winnings have been returned. As the main issue of this complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.