GGBet Casino - Player's withdrawals denied, account blocked citing different reasons.

Hello, I'm having an issue with the gg.bet site, which refused to approve my withdrawal of 240 + 700 euros and instantly blocked my account along with my funds. I immediately wrote to their support team (I can forward you the email) and their initial reason was 'abuse of the bonus program'. When I asked what I had specifically abused and why I had never been warned, I received a response that they couldn't tell me due to security reasons. What a joke! After about two weeks, they suddenly changed their tune to allegedly having 'multiple accounts'. I am 100% certain that I never created another account with them. When I asked support which other account was supposedly mine and under what name, they again replied they could not tell me due to security reasons. This is such an absurd situation, I have never experienced anything like it. I have been using gg.bet for about half a year and made numerous deposits and withdrawals, usually between 50 and 100 euros, but apparently, the mentioned 940 euros is beyond their budget. I won this sum through a combination of casino games and several sports bets. In the end, I asked them for an email where I could file my complaint as the phone numbers listed on their site are non-functional. After about 5 attempts, they told me to write to complaints@gg.bet, which I did, but I haven't received a response in four days. I am confident I am in the right and I feel like the gg.bet site is on the brink of bankruptcy, or will soon disappear from the market.

Dear hujo1990,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the whole 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?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, I will forward you the conversation with the support. There are maybe a few things I wrote out of anger. The criminal report or exclusion from gambling is of course not true. I was nervous and tried to see if they would get hungry. it didn't work :( . So no one else lives in the household except me, and it's a newly built house, so I'm 100% sure that no one else could have registered. I passed KYC in a way I've never experienced before. They wanted a photo of my face in which I hold the documents in my hand ... they didn't approve it 2 times, for invented reasons, they even told me where exactly I should hold the documents in my hand. They already approved my 3 attempts. The winnings were about 15% of the bonuses that I paused 40 times, that is I met the conditions, 45% sports bets, the last ticket was NBA night with a win of around 200 euros, and 40% about winnings in the casino on various slots.

history send your email .thank you

Thank you very much, hujo1990, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

od 12.4 mi neodpovedali z complaints@gg.bet

is that email real? in 4 days I received no reply. A serious game room will respond within a maximum of 1 day. but you? because this is no longer normal, I will continue to fight for justice anyway!!!

and I would also like to know why it is not possible to call even one of the phone numbers listed on the website? the line is not busy, the phone numbers are out of order...

Dňa ne 7. 4. 2024, 16:20 support@gg.bet <support@gg.bet> napísal(a):

Dear Customer!

Previously, you contacted us with a question about superior. We do not have such a person. If you have a complaint, you can send it to "complaints@gg.bet.". 

Best regards, White

GG.BET Support Team

If you have any additional questions, 

you can always send us an email on support@gg.bet. 

contact us via online-chat 

or by phone: +44 (203) 769-19-62

hmm

Hello hujo1990,

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.

Hello,

We appreciate you bringing this matter to our attention. Upon reviewing your account, we found that there were multiple violations of our bonus terms and conditions. Specifically, it was noted that you engaged in actions that constitute abuse of our bonus program. This includes collecting scatters and postponing game rounds during play, which is strictly prohibited according to our rules.

As a result, your account was blocked, and the withdrawal request was declined. We understand your frustration regarding this situation, but we must enforce our policies consistently to maintain fairness for all users.

I do not agree. Most often I played 3 different games. I played them as long as I had enough money. About 60% of the aforementioned blocked selection was the part that I won in freespin. This means that I managed to spin 3 scatters for which I got 10 free spins. But I already explained this once, and you recognized it as an adequate explanation from my side. So please answer me 3 simple questions. 1, why did you subsequently state the reason for blocking multiacount, and now the bonus system? 2, if I abused something according to you (bonus system), how is it possible that I am at a loss in your gaming room? in my opinion, if I can abuse some system, it means that it produces a profit for me, but I am in the gg game at a loss of around 500 euros, actually 1500 euros, since you are blocking my winnings 3, why do you ignore my question if you are a member of the ECOGRA group that you mention on the site? thank you for the early replies, and members of the kasinoguru group for a lot of help, because without them gg would never have started communicating with me normally!

Dear GGBet Casino,

Could you respond to the player's question? Also, I would like to ask you to provide us with the evidence of such accusations. You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

there is a saying in our country - WHO IS SILENT WILL WITNESS.

Dear ggcasino, are you really unable to defend yourself?

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.

Allow me to address your questions directly:

1. Regarding the reason for the subsequent statement about blocking multicount and now the bonus system: The first and primary reason provided for the blocking on 24.03 was bonus abuse. Based on the data we have, there is sufficient evidence to indicate that you deliberately used strategies to meet the requirements of bonuses. Upon review of your betting patterns while using bonus funds, it was clear that attempts were made to conceal the actual balance. The mention of multiple registrations on 04.04 was an error made by a support operator, but it does not negate the fact that the primary reason for the blocking was communicated earlier.
2. If we believe you've abused the system, why are you at a loss in our gaming room? It's important to clarify that abusing a system does not necessarily equate to making a profit. We don't block for the size of the winnings amount.
3. As for your question about eCOGRA, you can find all the relevant information about our certification by clicking on the eCOGRA Logo on our website. We are committed to transparency and compliance with industry standards, and we encourage you to review the provided link for any additional details you may require. - https://secure.ecogra.org/certification/a4cd7f05-e099-424a-ad7f-6721bb87a21b
4. 
   

We appreciate your patience and understanding, and we remain available to address any further inquiries or concerns you may have.

Additionally, could you please provide us with the email address of the person who responded to you from eCOGRA? This will allow us to contact them directly and address any concerns or inquiries mentioned in the email. Thank you for your cooperation.

Dear GGBet Casino,

Thank you for your response. I still haven't received the evidence of such accusations. Could you send it to my email address stefan.m@casino.guru?

I'll be awaiting your reply.

And I also ask you for evidence, and also the entire history of my sports bets. I would also be able to prove that tipping is a priority for me, and I only play the casino occasionally. well thank you.

Hello Stefan,

All the evidence has been sent to your email stefan.m@casino.guru. If you think any information is missing, please let us know, and we will provide the additional details promptly.

Hello hujo1990,

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced 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/.

If it’s convenient for you, we can continue our communication through e-mail. My email address is stefan.m@casino.guru. Thank you very much for your understanding.

Kind regards,

Stefan, Casino.Guru