GGpoker Casino - La cuenta del jugador ha sido cerrada debido a acusaciones de infracción de las reglas.

Hello sir

I have not broken any rules on ggpoker

You have blocked my account and accused me of breaking the rules

I understand English very poorly

I am using google translate now please help me

You have posted a statement on the facebook page group saying that I have broken the rules and have completely blocked my account but I have not broken any rules on ggpoker

I play according to all the rules

I sometimes log in to my ggpoker account from my phone and sometimes from my work computer

Sometimes I log in to ggpoker from a public internet cafe

Since my work computer and internet address are public, maybe people other than my employees are playing ggpoker from the same location , I don't know

I also logged in to ggpoker from a public internet cafe

Since internet cafes are public service places, there are many people from there People can use the same internet address and the same device because it is a public internet place so there may be other players from the same location and internet address that I have logged in, I cannot know that

Just because another player from the same location and internet address logged in before and played later does not mean that I am related to those players

because the internet cafe computer and internet address are not my personal property, so anyone can use that internet address

it is unfair for you to accuse me of sharing my account with another player or using someone else's account by using a public internet cafe computer and internet address

because I only use my own ggpoker account

and I do not use anyone else's account

the ggpoker account H****u username is my only account and I do not use any other accounts

it is unfair for you to immediately consider me a rule breaker and block my account

so i want to restore my ggpoker account

i always follow the ggpoker rules

if you don't restore my ggpoker account

i want to withdraw the 10300$ tournament winnings in my ggpoker account winning ais 115,752.22$ to my account

it is unfair for you to accuse me of breaking the rules

i want to withdraw my winnings

i am now not use **** email address 

i can"t access **** this email adddress 

my now use email address ****

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Dear chinguun,

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 that I can fully understand the situation.

• Am I correct in understanding that the casino accused you of having multiple accounts? Please forward me all the relevant evidence regarding this accusation at veronika.f@casino.guru.
• Could you please advise if you have passed the KYC verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Best regards,

Veronika

i didn"t breach ggpoker rules 

i am not account sharing 

i am not use antoherr account 

i sometimes I log in to ggpoker from a public internet cafe

i am not use vpn proxy program

i sent all screen shot and explanation

Thank you for the email.

Have you received any detailed explanation from the casino regarding the block? If so, kindly forward these emails to me as well.

Has anyone else ever logged into your account, even once, regardless of whether they played?

Dear chinguun,

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.

i sent already reply mail

can you see ?

Dear chinguun

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, Michal (michal.k@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.

Kind regards,

Veronika

Hello chinguun,

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

We would like to extend an invitation to GGpoker Casino to participate in this discussion.

Dear GGpoker Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You may send all relevant information and documentation to me via email at michal.k@casino.guru for an independent review.

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.

Dear chinguun,

I have received a reply from the casino team; however, it may not be the response you were expecting.

The casino representative "only" advised me that you should reach out to their support directly, and they will handle your inquiry.

Can you please confirm the last time you contacted their support?

Dear chinguun,

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.

Dear chinguun,

Thank you for your emails.

Dear GGpoker Casino,

The player has reached out to you several times over the past few days, yet no satisfactory explanation has been given by you thus far. I kindly ask for your prompt and appropriate response.

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.

Dear chinguun,

Although I have received responses from the casino team, these have unfortunately not helped to sufficiently clarify the actions taken in your case.

As an independent organisation committed to fairness and transparency, we believe that any allegation of a rule violation must be supported by reasonable and verifiable evidence. Regrettably, such evidence has not been provided in this instance, nor have the casino’s explanations adequately clarified the reasons behind their decision. Due to this lack of substantiation, we have no alternative but to close the case as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in their rating accompnied with the unresolved status may encourage them to reconsider and renew their efforts to reach a satisfactory resolution, and this option certainly remains open to them. Should they choose to do so, this option remains open, and you will be informed by email of any updates.

In the meantime, I recommend contacting the Licensing Authority – Isle of Man Gambling Supervision Commission | Casino Guru and submitting a formal complaint. The regulatory authority has broader tools and authority to assist players. You can find guidance on how to proceed here: How to submit a complaint to a regulator | Casino Guru

Please let me know how they respond by contacting me at michal.k@casino.guru. I am sorry that I could not be of more help in this matter.

Best regards,

Michal

Casino Guru