GGBet Casino - La cuenta del jugador se ha cerrado debido a un problema de cuentas múltiples.

GGbet blocked and suspended my account for no apparent reason, citing "multiple accounts" as the issue. This makes no sense since I have only ever created a single account on the site. They banned me without cause and reason, invented an excuse, and locked my money on their platform.

GGbet sin motivo aparente me bloqueó y suspendió la cuenta por motivos de los cuales ellos mencionan ''multicuenta'', lo cual no tiene ningún tipo de sentido ya que históricamente he creado una sola cuenta dentro de la página, me banearon sin razón y motivo, inventaron una excusa y me bloquearon mi dinero dentro de la p´ágina.

Dear rawlboi, 

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 or without an active bonus? 

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, 

Veronika

• No, it is a single account in the home, regarding the account it has been active for approximately 2 years, I have never had any problems until now, what is important to mention is that a few days ago I won a considerable sum betting on esports at ggbet, it gives me to understand that the page does not give you problems until you actually win money within it.
• Yes, the account had been KYC verified over a year ago, I never had any issues in that regard.
• The money currently in the account does not consider bonuses or anything like that, it was a deposit I made after having won on the page and the account was blocked.

• No, es cuenta única en el hogar, respecto a la cuenta ha estado activa aproximadamente 2 años, nunca había tenido problemas hasta ahora, lo que sí es importante mencionar, que hace unos días gané una suma considerable apostando en esports en ggbet, me da a entender que la página no te da problemas hasta que realmente ganas dinero dentro de ella.
• Sí, la cuenta había sido verificada por KYC hace más de un año, nunca tuve problemas en ese aspecto.
• El dinero que se haya actualmente en la cuenta no considera bonos ni nada por el estilo, fue un depósito que hice post haber ganado en la página y me apareció el bloqueo de cuenta.

I managed to get this image in the email more or less associated with the date since I had my account verified, at the same time I found my ID, which is: 37785895.

logré pillar esta imagen en el correo más o menos asociado a la fecha desde que tenía mi cuenta verificada, a su vez encontré mi ID, cual viene siendo: 37785895.

Thank you very much, rawlboi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 rawlboi,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite GGBet Casino to join the conversation.

Dear GGBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear Michal,

We have provided all the necessary explanations and supporting evidence for the account block related to the user in question. The details have been sent to your email for your review.

Should you need any further clarification or additional documentation, please don’t hesitate to reach out.

Dear rawlboi,

We regret to inform you that your account on our platform has been blocked due to a violation of our Terms and Conditions, specifically Rule 5.5.1, which states:

"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."

Our investigation revealed that multiple accounts were created and accessed by you, which is a breach of this rule.

We kindly ask for your understanding that platform integrity is our top priority.

Thank you for your cooperation.

Best regards,

GGBET Team

Thank you for all the information and evidence provided, GGBET Team.

Dear rawlboi,

I was provided with evidence supporting the casino's decision.

After thoroughly collecting and analysing all relevant information, we must unfortunately reject this complaint as it is deemed unjustified. This conclusion arises from a violation of the casino's terms and conditions. Specifically, multiple accounts associated with your account were created with the same or very similar IP and user agents indicating the use of the same device. Furthermore, the observed gameplay patterns, particularly the identical bets placed on the same matches across all accounts, raise valid suspicions. As you mentioned no one from your household has an account at GGBET Casino, all the abovementioned facts cannot be dismissed as just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as it was communicated to you by the casino team earlier.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru