GGBet Casino - La cuenta del jugador fue bloqueada.

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

Sehr geehrte Damen und Herren.

Ich habe seit über einem Jahr ein Konto bei GGbet, hatte bislang nie Probleme mit Ein als auch Auszahlungen. Mein Konto habe ich letztes Jahr, 2022, erfolgreich verifiziert.

Heute morgen, als ich mal wieder eine Auszahlung durchführen wollte von 223 Euro, wurde mein Konto auf einmal gesperrt. Erst sollte ich 2-3 weitere Dokumente, wie E - Wallet Nachweis und Adressnachweis senden, dies tat ich. Aufeinmal hieß es dann, man möchte mit mir einen Skype Anruf durchführen. Dem stimmte ich zu. Also rief mich von GGbet ein Mitarbeiter an und stellte mir merkwürdige Fragen, wie welche Wettmärkte und Casino Spiele es auf der Webseite gibt. Da ich schon etwas älter bin (68 Jahre), hatte ich nicht so viel Ahnung, weil ich wie gesagt nur gelegentlich spiele. Jetzt wurde mir mitgeteilt, mein Konto bleibt dauerhaft gesperrt und GGbet möchte mir mein Geld nicht auszahlen, obwohl ich ohne Bonus etc. gespielt habe. Ich bitte darum herzlichst, mir mein Geld auszahlen zu lassen, danach können sie gerne mein Konto schließen. Ich bin auch bereit, noch weitere Dokumente einzureichen. Bitte, helfen sie mir! MFG,

Marion Mönch

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

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****

Guten Abend Nick.

Mein Konto bei GGbet, war bereits seit Januar 2022 erfolgreich verifiziert.

Die letzte Auszahlung, habe ich vergangene Woche noch bekommen.

Aber jetzt, stellen sie sich quer. Wie gesagt, sie haben mein Konto gesperrt, da ich angeblich das neue Identifikationsverfahren nicht bestanden hatte. Ich wurde per Skype heute Nachmittag, per Videocall angerufen und mir wurden merkwürdigen Fragen gestellt, zb. wollten sie wissen, was es für Casino - Spiele und Wettmärkte bei GGbet gibt. Dann habe ich heute Abend eine Email bekommen, dass ich durch den Prozess gefallen bin und mir kein Geld mehr ausgezahlt wird. GGbet, schuldet mir aber 223 Euro. Diese Wurden ganz ohne Bonus erspielt.

Und deswegen bestehe ich darauf, mein Geld zu bekommen. Danach, können sie mein Konto gerne geschlossen lassen.

Ich schicke ihnen auch ein Foto mit.

Bitte, helfen sie mir.

MFG,

Marion M****

Do you already have information?

Haben sie schon eine Info?

Please help me.

I want my money.

Bitte, helfen sie mir.

ich möchte mein Geld haben.

Please wait 5 days, nothing happens

bitte ich warte 5 tage, es passiert nichts

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?

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****

Der Skype Anruf, hat stattgefunden, bevor ich diese Beschwerde eingereicht Habe.

Mir wurden in dem Telefonat, jedoch sehr merkwürdige Fragen gestellt, die man nicht beantworten konnte. zb. wie viel Casino Spiele es auf der Seite gibt, oder wie viele Wettmärkte vorhanden sind.

Das Konto ist schon seit Montag Mittag (noch vor dem Telefonat) geschlossen.

Das Guthaben, habe ich aus meiner eigenen Einzahlung gewonnen und es wurde ganz ohne Bonus gespielt

GGbet, weigert sich weiterhin, mir mein Geld auszuzahlen.

Ich brauche wirklich ihre Hilfe, 223 Euro, sind für mich viel Geld.

MFG,

Marion M****

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

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

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.....

Ggbet, antwortet mir einfach nicht und hat man Konto weiterhin gesperrt.

Ich möchte meine 223 Euro auszahlen, sonst muss ich zur Polizei gehen!

Bitte, helfen sie mir.....

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,

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

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!

Sie haben mir in dem Telefonat, sehr merkwürdige Fragen gestellt und ich war überfordert!

Sie können mein GGbet Konto gern geschlossen lassen, jedoch möchte ich mein Guthaben auszahlen, denn es wurde ohne Bonus gespielt!

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

what about my payment of 223 euros now?

I've been waiting for 3 weeks, nothing happened.

was ist denn jetzt mit meiner auszahlung von 223 euro?

ich warte über 3 wochen, nichts passiert.

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

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

Yes, you can forward the video.

Ja, sie können das Video weiterleiten.

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

Dear Stefan,

I sent you an email with a recording

Kind Regards

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

what about my money?!

was ist nun mit meinem geld?!

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

GGbet refuses to allow me to do the verification process again.

Can you please discuss that I can do the verification again?

GGbet weigert sich ja, mir nochmal den Verifizierungsprozess zu ermöglichen.

Können sie bitte besprechen, dass ich die Verifizierung nochmal durchführen kann?

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