The player's account got blocked for failed verification. After reviewing the player's verification call, we agreed with the casino's decision and the complaint was closed as "rejected".
GGBet Casino - The player's account got blocked.
Amount: €223
GGBet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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1 year ago
Translation
Ladies and Gentlemen.
I have had an account with GGbet for over a year and have never had any problems with deposits or withdrawals. I successfully verified my account last year, 2022.
This morning, when I wanted to make another withdrawal of 223 euros, my account was suddenly blocked. First I should send 2-3 more documents like e-wallet proof and proof of address, I did that. Suddenly it was said that they would like to make a Skype call with me. I agreed. So an employee from GGbet called me and asked me strange questions like what betting markets and casino games are on the site. Since I'm a bit older (68 years), I didn't know that much because, as I said, I only play occasionally. Now I've been told my account will remain permanently blocked and GGbet doesn't want to pay out my money even though I played without a bonus etc. I sincerely request that you withdraw my money, after which you are welcome to close my account. I am also willing to submit other documents. Please help me! KIND REGARDS,
Marion Monk
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1 year ago
Hello MarionMoench,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you received a withdrawal from the casino? When was the last time you spoke to the casino and what was it about? Did they in any way specify the reason of blocking your account?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Good evening Nick.
My account at GGbet had been successfully verified since January 2022.
I got my last payment last week.
But now, get in the way. As I said, they blocked my account because I allegedly failed the new identification procedure. I was called via Skype this afternoon, via video call and I was asked strange questions, e.g. They wanted to know what casino games and betting markets there are at GGbet. Then this evening I got an email that I had failed the process and that no more money would be paid out to me. GGbet, but owes me 223 euros. These were earned without any bonus.
And that's why I insist on getting my money. After that, you are welcome to keep my account closed.
I'll send you a photo too.
Please help me.
KIND REGARDS,
Marion M****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Hello MarionMoench,
Did the casino specify why did the call fail? Is your account currently closed? Was your balance generated from real balance or bonus money?
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1 year ago
Translation
The skype call took place before I filed this complaint.
During the phone call, however, I was asked very strange questions that could not be answered. eg. how many casino games there are on the site, or how many betting markets there are.
The account has been closed since Monday noon (before the phone call).
I won the credit from my own deposit and it was played without any bonus
GGbet keeps refusing to pay me my money.
I really need your help, 223 euros is a lot of money for me.
KIND REGARDS,
Marion M****
Edited by a Casino Guru admin
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1 year ago
Thank you MarionMoench for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear MarionMoench,
I am so sorry to hear your account got blocked. 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 please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Translation
Ggbet, just don't answer me and you still have the account blocked.
I want to pay out my 223 euros, otherwise I have to go to the police!
Please help me.....
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12 months ago
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.
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12 months ago
Hello,
Your account was blocked because it was suspected that the account did not belong to the person whose personal data the account was registered to. During the video call this fact was confirmed, as the owner of the documents did not answer any questions regarding the site, the account and gaming activity on it. Since it is against the rules of the casino, the account was permanently blocked.
Kind Regards
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12 months ago
Translation
During the phone call, they asked me very strange questions and I was overwhelmed!
You are welcome to keep my GGbet account closed, but I would like to withdraw my balance because it was played without a bonus!
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11 months ago
Dear GGBet Casino,
Could you please provide us with the recording of the verification call? You can send it to my email address stefan.m@casino.guru.
Thank you very much in advance.
Kind regards,
Stefan
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11 months ago
Translation
what about my payment of 223 euros now?
I've been waiting for 3 weeks, nothing happened.
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11 months ago
Hello,
Dear MarionMoench,
Your account has been blocked, according to the rules of the site, which you agreed to when registering. No payout will be made.
Dear Stefan, I'm not sure I can share the recording, as it contains sensitive information. Unless MarionMoench agrees to it.
Kind Regards
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11 months ago
Dear MarionMoench,
Do you agree that the casino will provide us with a verification video?
I am looking forward to your response.
Kind regards,
Stefan
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11 months ago
Dear GGBet Casino,
Could you please provide us with the recording of the verification call? You can send it to my email address stefan.m@casino.guru.
Thank you very much in advance.
Kind regards,
Stefan
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11 months ago
Dear GGbet Casino,
Thank you, I have received your email. We will review the provided verification call, and I will contact you after that.
Kind regards,
Stefan
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11 months ago
Dear MarionMoench,
You will need to pass the verification firstly, the we can discuss the withdrawal of your funds.
Your patience is much appreciated.
Kind regards,
Stefan
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11 months ago
Translation
GGbet refuses to allow me to do the verification process again.
Can you please discuss that I can do the verification again?
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11 months ago
Dear MarionMoench,
We have reviewed the verification call provided by the casino representative.
We didn't see your whole ID, so it was impossible to verify your identity. You were unable to respond to almost all questions. You did not remember what games you were playing, what payment methods you were using, or the amount of your last deposit. I am sorry but we have to agree with the casino's decision.
Due to the aforementioned reasons, this complaint will now 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,
Stefan
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