GGBet Casino - Player’s withdrawal blocked by a casino.

Hello, i have won ~1200zł from a deposit bonus, but when i have subimtted a withdrawal my account got blocked. Can i get some help? I just want do withdraw money that i won. I play only on one account and im have been withdrawing my winnings a lot of times.

Dear olaffelis205,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GGBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did the casino inform you about your account being blocked? Have you contacted casino support in order to find out the reason?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sport)

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,

Tomas

Hello

I have been playing at this casino for 5-6 months, and till yesterday i didn't have any problem with them. My account got blocked like 15 minutes after i have tried to withdraw my winnings. I want to point out that the money i wanted to withdraw was not only my winnings from this bonus, but also money that i won on sports betting earlier.

I wasn't informed about that there is any problems with my account and the way i have used this bonus. When I send a request to withdraw my money, my account was still alright for 15 minutes and then i got logged out and when i try to log in it says "This user is blocked". I didn't recieved any e-mail about that my account has got blocked.

I tried to talk to support, but their answers are evasive and very laconic and we cannot reach an agreement. They simply don't want to tell me or don't have an anwser for my question, which is where I did something wrong, and I'm sure that i haven't do anything that is against regulations of using the bonuses. Earlier this week, i used similar bonus the same way i did it yesterday and there were not any problems with withdrawing.

I played only 2 games, i used my 50 free spins on Hell Hot 100 slots and then i went to play Hell Hot 40 for a while, then i went back to play Hell Hot 100. Important thing is there aren't any scatters and bonus buys in these slots, but in the e-mail they told me the reason my account got blocked is I MIGHT use bonus money to convert it to real money without doing the 30x rotation with bonus. For me, it has no sense because these games doesn't offer any form of scatters bonuses and free spins and I feel like they banned me for something I didn't do.

There also was couple of sports betting bets that i have submitted before making a deposit to get the bonus, and I won them, but they ended after my account got banned, so there is even more money on my account.

These bets have nothing to do with my bonus because i used my real money balance to bet on them, and then i decided i want to use bonus that they are offering so i made a deposit.

I just feel like I won too much money and they don't want to give my my winnings.

Thank you for reading my complaint, I would really like the case to be solved and I will recieve money that is mine. Have a good day

Thanks for the detailed explanation.

Please understand we consider the practice of delaying game rounds as gaining an unfair advantage over the casino. If the casino uses this as justification for confiscation of your winnings, we won't be able to argue against it.

I checked the games you mentioned and I didn't notice any obvious ways to accumulate value.

Could you please explain if there were any other slot games in which you accumulated value before the wagering of the bonus was complete?

I'll await your reply.

Thank you for replying

I only played on these 2 slot machines, I'm 100% sure.

I'd love to show you proof of what I said, but they blocked my account, so I don't have access to my logs.

Also, when I asked them where I did something unfair, they told me they couldn't tell me that.

When I asked them for proof, they replied that the method of conducting the inspection was confidential, which did not answer my question. They simply have no evidence of my alleged unfair use of the bonus, and they send evasive responses. I have send this reply above.

Thank you, I'm waiting for your reply.

Thank you very much, olaffelis205, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you

Hi olaffelis205,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask GGBet Casino to join this conversation and share more information regarding the case.

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's bonus T&C, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Best regards,

Tomas

Casino.Guru

Dear Janusz,

We appreciate your message and understand your concern regarding the account block after submitting a withdrawal request. After a thorough review, we regret to inform you that your account has been blocked due to bonus abuse.

Our investigation revealed that there were violations of the casino bonus terms, specifically:

• Excessive postponing of game rounds, including free spins and bonus games.
• The use of strategies aimed at fulfilling the bonus wagering requirements, such as collecting scatters to gain free spins using the bonus balance and subsequently transferring them to the real balance.

Per our terms and conditions (https://gg.bet/en/casino-bonus-terms), such actions lead to the voiding of winnings and the forfeiture of the active balance.

We take these matters seriously to ensure fair play for all users. If you have any further inquiries or wish to discuss this matter, please feel free to reach out to our customer support.

You've been saying this from the beginning, but I still haven't seen proof that I did it. That's all I'm asking, if you show me evidence of such actions, I'll leave you alone, if I still don't see evidence, I'll have every right to feel scammed and share a negative opinion about your casino. It's easy to accuse me of cheating, but as I see it's not that easy to show me some evidence of my unfair behaviour

Dear GGBet Casino,

Can you please provide us with evidence confirming the above-mentioned violations? You can forward any relevant data to my email address: tomas.k@casino.guru

Kindly let me know once you do so. Thank you.

Is it that hard to send any evidence gg.bet?

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.

It takes them quite a long time to send the evidence that they had at their fingertips

Hello!

Apologies for the delay. All evidence has been collected and will be sent to your email - tomas.k@casino.guru.

Dear GGBet Casino,

Kindly let me know once you have forwarded the evidence so I can review it right away. Thank you.

Hello,

Tomas, we want to inform you that the necessary evidence have been forwarded to your email 🙂

Dear olaffelis205,

I have been given evidence that confirms that your problems were caused by engaging in sports betting while using the bonus. As you may be aware, our forum specifically addresses complaints related to online casinos. I understand that it must be challenging for you, but regrettably, we do not possess enough knowledge to handle this particular issue. Therefore, I am compelled to reject your complaint.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

Thank you very much for your understanding.

Kind regards,

Tomas

Casino.Guru