GGBet Casino - La cuenta del jugador está cerrada debido a supuestas cuentas múltiples.

Good afternoon, on August 8th of this year I received this email from GGbet. In summary, they are blocking my account for allegedly creating multiple accounts.

I completely deny this accusation and when I asked them to send me the evidence supporting it, they simply refused.

This is why I am reaching out for your help to resolve this issue of which I am not at fault at all.

Buenas tardes, el día 08 de agosto del presente año recibí este correo electrónico de GGbet, en resumen me bloquean la cuenta por supuestamente haber creado distintas cuentas.

Desconozco totalmente esa acusación y cuando pedí que me enviaran las pruebas con las que se avalan, simplemente se niegan.

Es por esto que acudo a su ayuda para poder darle solución a este tema del cual no tengo culpa alguna.

Dear MercedesMan,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello

Thank you for taking interest in my case

I answer your questions

Could you please let us know if, to your knowledge, there is a possibility that another member of your family or neighbors has opened an account from the same IP address or device as yours or using your email address ?

I am not aware of this, I use my home Wi-Fi network and it is shared with me and some neighbors, I do not know if any of them have opened an account at GGbet

Were your winnings accumulated with or without an active bonus?

I remember I had a welcome bonus

Has your account been previously verified ?

Yes, my account was successfully verified.

Thanks again for taking care of my case.

Hola

Gracias por tomar el interés en mi caso

Le respondo las preguntas

¿podría informarnos si, según su conocimiento, existe la posibilidad de que otro miembro de su familia o vecinos haya abierto una cuenta desde la misma dirección IP o dispositivo que el suyo o usando su dirección de correo electrónico?

No tengo conocimiento de ello, yo uso la red Wi Fi de mi casa y esta es compartido conmigo y alguno vecinos, desconozco si alguno de ellos hubiera abierto una cuenta en GGbet

¿Sus ganancias fueron acumuladas con o sin un bono activo?

Recuerdo que tuve un bono de bienvenida

¿Su cuenta fue verificada previamente?

Si, mi cuenta fue verificada con éxito

Gracias nuevamente por tomar atención en mi caso

Thank you very much, MercedesMan, 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 MercedesMan 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 ask you to please provide us with evidence of multiple accounts. You can forward any information to my email. (peter.c@casino.guru)

Thank you!

Dear Peter,

We would like to inform you that we have sent all the necessary data and supporting screenshots regarding the account violation to your email. These materials include the evidence collected during our investigation of this case.

Dear MercedesMan,

We are writing to inform you that your account has been suspended due to a violation of GGBET’s Terms and Conditions, specifically Rule 5.5.1, which prohibits the creation of multiple accounts. After a thorough review, we have confirmed that this rule has been breached.

5.5.1. Each customer can only open one account on the website. Any additional accounts opened by a customer will be deemed duplicate accounts. We reserve the right to close such accounts, request documents from the customer to confirm their identity, and stop any activity on the accounts in question until the customer has confirmed their identity. In the event that a duplicate account has not been used intentionally to carry out activities using multiple accounts by a single customer, and provided that the relevant terms and conditions have not been breached, we may, at our discretion, allow the customer in question to withdraw any funds deposited to a duplicate account, minus any amount previously withdrawn, provided that all bets placed from said account are canceled. In the event that evidence of fraud is discovered, all bets will be voided and the accounts in question will be blocked without any funds being withdrawn.

As a result, your account will remain blocked, and this decision is final. We understand this may be disappointing, but we must enforce our rules to maintain a fair and secure platform for all users.

Thank you for your understanding.

Best regards,

GGBET Team

Thank you for providing me with the evidence GGBet Casino representative.

Dear MercedesMan, the casino has provided me with the evidence of multiple accounts. I advise against such behaviour in the future as it can lead to a similar situation in the future. Creating multiple accounts is prohibited in most casinos in the industry. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. 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