GG.BET Casino - La cuenta del jugador ha sido cerrada.

Hi, my ggbet account was closed under accusation that I am using multiple accounts. I normally verified my account , normally withdrawn some funds. And after continuing to play sportsbook offers got the email that they are closing my account without possibility of withdrawal of the remain money. I wrote to the support that I have only one account but they stay with the decision. Can you help with the issue? Piotr

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Dear piotrino,

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

To better understand the situation and determine how we can assist you, could you please clarify a few points?

• When exactly was your account closed?
• Did you receive any explanation or evidence from the casino regarding the alleged multiple accounts? If so, please share the full message.
• Have you ever created or accessed any GGBet account from another device, IP address, or household member’s device? Sometimes casinos flag shared devices or networks as a risk.

If you have any communication from GGbet connected to this matter, feel free to forward it to petronela.k@casino.guru so we can review it in full.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Dear piotrino,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I sent you screenshots of the communication on email

Additional info from the player:

Hi, my ggbet account was closed on October 26. Before it was verified and I made withdrawals normally. After placing some sportbook bets that I won I got the email about the block and can not enter my account. No explanation about the accusation on multiple accounts. I am sending you some screenshots from emailing.

Hi piotrino,

Thank you very much for the additional information and for forwarding the screenshots to my email.

Since you mentioned that your GGBet account had been successfully verified in the past and that you were able to make withdrawals normally, could you please also forward any confirmation you received regarding the successful completion of your KYC verification?

This could be an email, notification, or any message from the casino stating that your verification was approved.

This information is important, as it helps us verify the casino’s internal handling of your account prior to the closure and assess whether their actions were consistent with their own procedures.

Thank you in advance for your reply.

Hi piotrino,

Thank you very much for sending the screenshots of your successful withdrawals.

Please note that some casinos do not always carry out a full, in-depth verification for withdrawals below a certain internal threshold. Because of this, successful withdrawals in the past do not necessarily confirm that a complete KYC verification was formally approved at that time.

• To help us better understand the situation, could you please confirm once again whether there is any possibility that you may have registered or accessed another account with GG.Bet in the past, even if it was a long time ago or not actively used?

Clarifying this point is important, as it can affect how the casino internally reviews and verifies accounts.

Thank you in advance for your cooperation.

Hi, I can confirm once again that I have not registered, used or accessed another account with GG.Bet in the past.

Dear piotrino,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear piotrino,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from GGBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear GGBet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello everyone!

Thank you for the opportunity to provide a response in this case.

Dear Kubo, we have sent you an email with detailed information regarding this matter and kindly hope for your review.

Dear GGBet Casino,

Thank you for your message. I have responded with an additional inquiry and look forward to your reply.

Dear Kubo,

We have just sent you an email regarding this case and would appreciate your review!

Hello piotrino,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear piotrino,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo