GGBet Casino - Cuentas de jugador y esposa bloqueadas por sospechas de duplicación.

Good day, I'm in need of some assistance. Firstly, I believe there's been a misunderstanding. I've always enjoyed GGbet and never encountered any problems. However, recently, my wife and I decided to use the site together for leisure. Her account is new and she has set it up under my guidance with all of her personal data. She managed to make a decent profit but received no account confirmation, consequently, we requested a withdrawal. Unfortunately, this resulted in both my wife's and my account being blocked. We're hoping for your assistance in resolving this issue as GGbet is a hobby for us. We've always had positive experiences with the chat service but this misunderstanding has been a letdown. We've been informed that the blockage is due to the suspicion of having duplicate accounts and bonus abuse, however, I've never exploited any bonuses, let alone reached the required 50% rollover. All of our activities on GGbet have been purely for fun, which can be proven by the amount of money that I lose on the site... Our hope is to draw enjoyment from GGbet again after resolving this issue!

To clarify, yes, my wife and I both have accounts with GGbet. No, we have never profited from bonuses - it has always been for fun. Also, yes, we live in the same residence and use the same internet and to wrap up, my primary account under my name, Marcelo, has been verified for many years without any withdrawal or deposit issues.

Bom dia, gostaria de alguma ajuda de vocês, em primeiro lugar acredito que há um mal-entendido, eu sempre gostei GGbet e nunca tive nenhum problema com ele, mas recentemente minha esposa e eu decidimos usar o site juntos para passar o tempo, e sua conta é recente porque ela criou em minhas instruções com seus próprios dados e tudo, ela conseguiu fazer um certo lucro mas nada conta, não houve verificação de KYC, procuramos mas não existia, e por isso solicitamos um saque para ela, mas ao fazer o saque para ela a minha conta e a dela foram bloqueadas, gostaria de sua ajuda para resolver isso porque GGbet para nós hoje é um hobby, eles sempre nos trataram muito bem nos chats mas infelizmente esse mal-entendido aconteceu, já fomos informados que é por suspeita de duplicidade de contas e abuso de bônus, mas nunca tive lucro com bônus muito menos cheguei a 50% do Rollover exigido, sempre apostei por diversão e isso pode ser confirmado com base em quanto dinheiro perco na casa... Espero que possamos nos divertir novamente na GGbet e que o problema seja resolvido!

Só para esclarecer, sim eu e minhas esposa possuímos contas na GGBET, e não nós nunca ganhamos dinheiro com bônus, sempre foi por diversão, e sim nós moramos na mesma residência com a mesma internet e para finalizar, sim a minha conta principal em meu nome Marcelo já está verificada a anos realizando saques e depósitos sem nenhum problema!

Hello Marcelosouzafilho98,

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 since when are you registered in the casino and since when your wife? Did you claim bonuses on both accounts (doesn't matter if you did win from it or not)? Are you both using the same device to play in the casino or ever used it that way?

Looking forward to your answer.

Regards,

Nick

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, the pleasure is all mine!

For sure, let's go! Firstly, regarding the account registration date, my account with the email registered here at casino.guru was created on 5/25/23, while my wife's was created on 12/04/2024!

Regarding the bonuses claimed, yes we did claim bonuses on both accounts but different and parallel bonuses and we never got a rollover to transform the bonus into real money as we always aim to play for fun. In my account I claimed some random bonuses and in my wife's account she claimed the Welcome Bonus, but she confirmed to me that at the time of withdrawal she was not even at 45% of the required Rollover Bonus.

Yes, we use the same device to play, which in this case is a notebook, and I also use a cell phone.

This is where my complaint comes in, I understand GGBET's stance and positioning in relation to duplicate accounts, however what made me a little upset was the impossibility of defending it since unfortunately I always receive the same emails. I believe that the casino's risk department only needs to do a brief study of my history to identify that I am a valuable player for them, as I play for fun and most of the time I lose money...

I would obviously like to withdraw my available money so I can play at another casino, but my real desire was to continue at GGBET, if possible.

Yours sincerely,

Marcelo

Olá, o prazer é todo meu!

Com certeza, vamos lá! Primeiro em relação a data de registro das contas, a minha conta com o e-mail registrado aqui no casino.guru foi criada em 5/25/23 , já a da minha esposa foi criado em 04/12/2024!

Em relação aos bônus reivindicados, sim fizemos a reinvindicação de bônus em ambas as contas porém Bônus distintos e paralelos e nunca conseguimos um rollover para transformar o bônus em dinheiro real visto que sempre visamos o jogar por diversão. Na minha conta eu reivindiquei alguns bônus aleatórios e na da minha esposa ela fez a reinvindicação do Bônus de boas-vindas, porém a mesma me confirmou que no ato do saque ela não estava nem em 45% do necessário do Bônus de rollover.

Sim, usamos o mesmo dispositivo para jogarmos que no caso é um notebook, e também eu uso um celular.

É aqui que entra minha reclamação, eu entendo a postura e posicionamento da GGBET em relação a duplicidade de contas, porém o que me deixou um pouco chateado foi a impossibilidade de defesa visto que infelizmente eu recebo os mesmos e-mails sempre. Acredito que basta a área de risco do casino fazer um breve estudo do meu histórico para identificar que sou um jogador valioso para eles, pois jogo por diversão e na maioria das vezes eu perco dinheiro...

Gostaria obviamente de efetuar o saque do meu dinheiro disponível para eu ir jogar em outro casino, mas meu real desejo era continuar na GGBET, se possível.

Atenciosamente,

Marcelo

Hello Marcelosouzafilho98,

Unfortunately, it is strictly forbidden to use 2 account from the same device or even claim bonuses while playing from same device. In this case, the casino had all the rights to close, disable both accounts and confiscate any kind of balance from both accounts.

Please keep in mind to never ever use the same casino with an another person as it will always ends by closing the accounts.

Is there anything else we can assist you with? If not, the complaint will be closed.

Can't I at least request a refund of my deposits based on my history?! In this case, the deposits from my main account... we were not aware of these circumstances

Não posso ao menos pedir reembolso dos meus depósitos com base no meu histórico?! No caso os depósitos da minha conta principal... não sabiamos dessas circunstancias

Hello Marcelosouzafilho98,

If the deposits have already been used, no. It's like you would lose the money in any other casino. Please keep in mind that not knowing something is never an excuse as every player agree to casino terms and conditions when registering.

We will be now closing the complaint for the above stated reasons.

Best regards,

Nick