GGBet Casino - Player’s winnings were confiscated due to alleged rule breaches.

My casino address is antoni***@vp.pl

Ggbet Casino. Winnings in the amount of EUR 9,000,000 confiscated upon withdrawal.

Good morning. I have been playing in the casino for a very long time. Always only deposits and losses. And I finally managed to win something. I'm very worried. Since I had no objections to the casino, the e-mail about blocked access led to concern. The e-mail indicated a problem with the bonus terms, account creation, shared login on the same device, same location.

Of course it's not true. No more information was provided during the interview. As a person accused of a lot of slander. I am asking Ggbet Casino to provide potential evidence in the form of a related account name, the name of the device may still surprise me and not cause any trouble. And the specialists of Casino Góru for help in explaining the situation. Thank you

Dear antekmaxtoronto,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with GGBet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Do I understand correctly that you were accused of bonus abuse? Could you kindly specify what type of bonus you took? Please send me the link or the screenshot of the bonus. Was the abuse specified in the communication you received from the casino?

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, 

Veronika

GOOD MORNING

IN THE MAIN COMMUNICATION, HE ACCUSED OF ABUSE OF PREMI A IN A CONVERSATION WITH THE MULTICANGLE CHAT AND CONNECTIONS, WHICH WAS A HUGE SURPRISE.

1 YES, IT IS POSSIBLE THAT SOMEONE USED A HOME DEVICE AND THEREFORE WAS A CASINO PLAYER. I HAVE MY COMPUTER, WHICH I USE AT MY FIANCE'S HOUSE, AND A HOME COMPUTER. BECAUSE I WORK 24/7 AND 48 OFF. I LIVE WITH MY BROTHER AND SISTER AND MY PARENTS IN MY ROOM'S HOUSE. WEDDING.SISTER'S BOYFRIEND SOMETIMES HE LIKES TO PLAY ONLINE CASINO. I KNOW THIS FROM HIS STORY... I HAVE NEVER SEEN HIM OPERATING A COMPUTER IN OUR HOME. WE HAVE ETERNET AND A ROUTER, SO OUR PARENTS' GUESTS USE IT. I WANT TO NOTE THAT... I AND MY PARENTS DO NOT INFORM ALL GUESTS THAT THEY ARE FORBIDDEN TO USE THE HOME INTERNET AT MY HOUSE BECAUSE I PLAY IN A CASINO..... THAT'S WHAT COME TO MY THOUGHT.

I PLAYED AT MY FIANCE'S CASINO. I USED HER HOME ETERNET AND I THINK THERE COULD BE A CONNECTION WITH ANOTHER PERSON WHO ALSO PLAYS IN THE CASINO.

2 I HAVE USED VARIOUS BONUSES FROM 100% TO FREE FS. I ALWAYS LOSED. I CAN'T PROVIDE LINKS OR SCREENS BECAUSE I DON'T HAVE ACCESS TO THE GGBET WEBSITE

3 ONLY HAS A SCREEN SHOT ABOUT BREAKING THE BONUS RULES

4 THEY SAID IN THE CHAT THAT THEY SEE OTHER ACCOUNTS RELATED TO MY

5 I PLAYED FOR 13 DEPOSITS AND THERE WAS NEVER A PROBLEM, BUT WHEN I MANAGED TO WIN, IT WAS AUTOMATICALLY BLOCKED.

FROM JULY UNTIL NOW, THE CASINO HAS NEVER ASKED TO SUBMIT KYC DOCUMENTS. SO THE ACCOUNT HAS NOT BEEN VERIFIED SO FAR.

I KNOW THE BASIC CASINO REGULATIONS. I KNEW WHAT I SHOULD NOT DO. I NEVER INTENTIONED TO CHEAT THE CASINO AND I DID NOT OBTAIN A PFRONAGE.

6 PLEASE HELP. I'M AN HONEST PERSON. THIS IS MY FIRST BIG WIN. I'VE ALWAYS PLAYED HONESTLY. I REALLY HAVE NO IDEA WHY THE CASINO DECIDED THIS.

HELLO

I wanted to point out that above I wrote "that I have my computer at my girlfriend's place and another computer at my personal home" Google translated it wrong

Do you know if any of your relatives who use the same devices as you have an account in GGBet Casino, if their accounts are verified, and if they've taken any bonuses?

Also, if you have any other relevant communication between you and the casino, please forward it to me. My email address is veronika.l@casino.guru. Thank you.

I wrote earlier that my parents have one computer with access to it. I personally played casino games on it while they were away. But I don't remember if it was GGbet. A relative, and I think only my future brother-in-law, could have used the device without knowing or consciously. He stays at home often. I know this from my mother. So he could also use the computer. We could have played by mistake, maybe unintentionally. He didn't know that I would play sometimes. That's not what he touched on too often. ...I have no idea what account he has. I don't know if he used the bonus. Almost every time I'm at my mom's, I see her playing with her phone, that's why I think so.

I played GGBET at my fiancée's house. I don't live at her place, but I spend time there. There, I'm sure that no one else gambled or used my computer. Her brother's friends come to visit her, but I don't know if they gamble either. Best regards.

Thank you for the explanation. However, I still have not received any emails from you. As I requested in my previous reply, please forward any relevant communication between you and the casino regarding your account closure. My email address is veronika.l@casino.guru.

Weronika, the documents have been sent to your email. Regards

Thank you very much, antekmaxtoronto, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you antekmaxtoronto for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GGBet Casino for their help in resolving this complaint. We would like to know why were the player's funds confiscated and what can we do to help resolve this issue.

Thank you!

Hi everyone!

Antoni, thank you for reaching out to us regarding your concerns.

Upon review of your account, we found that it was blocked due to a violation of our casino's terms and conditions, specifically related to multi-accounting. Our system detected matches by location and device, which is against our policy.

We take matters of fairness and integrity very seriously at GGBET Casino, and we have stringent measures in place to ensure a fair gaming environment for all our players.

We understand your disappointment and frustration, but we must adhere to our policies to maintain the integrity of our platform.

Thank you for the update GGBet Casino representative. Could you please provide me with evidence of the multi-accounting to my email? (peter.c@casino.guru) Thank you in advance!

Hello, the representative of Ggbet Casino and you, Piotr

Dear Ggbet, of course I am full of concerns and disappointed with the operation of the casino, asking me to use multiple accounts, because that's how I understand it.

You took my account and 9,000 because your system detected matches by location and device.

I made 15 deposits and the system showed nothing?

He just showed how the amount of EUR 9,000 was collected?

I am honest. I do not have many accounts. I did not gain an advantage over other players as stated by the casino.

I voluntarily provided facts explaining the situation. I did not want or try to defraud the casino.

I understand that the Casino strictly adheres to its regulations

I also think that the location and a device without an associated IP address cannot be evidence to take away the account and the amount of 9,000 euros.

The casino should be sure of the fait accompli and not just rely on the system's suggestions. By making such decisions, it harms honest players.

If there was a violation of the regulations, it was done unconsciously and by my mistake or that of a third party. And such situations should be considered honestly by the casino.

It is clear from the opinions that Ggbet Casino does not accept any explanations that prove that the rules were violated by mistake and not consciously.

Therefore, when playing at ggbet casino, you will never be sure whether you are doing everything correctly according to the rules.

Please look at the situation from the perspective of a player who did something by mistake and unknowingly and is punished on an equal footing with real cheaters who consciously break the rules.

Regards

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.

Dear antekmaxtoronto, as I was not provided with any supporting evidence by the casino representative I am unable to investigate further. Due to that reason, I will close this complaint as 'unresolved' due to insufficient evidence from the casino. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of GGBet Casino. Thank you for providing me with the requested evidence.

Dear antekmaxtoronto, the casino has provided us with evidence of multiple accounts which justifies the steps the casino has taken in this case. Consequently, your complaint will 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,

Peter