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On the 15.08th I had my account limited. The maximum bet I could place on events has changed from approximately R$2,000 to approximately R$15.00. I had a positive balance of BRL 28,520.00, and I didn't receive any message or email telling me the reason for the limitation.

As I have no interest in placing bets worth R$15.00, I requested the withdrawal of all amounts from my account, and I received 16 (sixteen) emails with requests for withdrawals in the amount of R$1,700.00 each and 1 (one) request in the amount of R$1,320.00.

On the following days, 8/16 and 08/17, I received 03 withdrawals: 1) R$ 1,512.98; 2) BRL 1,174.79.; and 3) BRL 1,527.39.

On 8/18, my account was listed as "blocked user".

I contacted GGBET support, and they informed me that the account had been blocked for having duplicate accounts.

I vehemently deny that I used any duplicate accounts.

In any case, GGBET's terms and conditions determine what the procedure should be in cases where duplicate accounts are identified.

Section 5.5 says that any other account I open on the site will be considered a duplicate account.

5.5.1 determines that transactions carried out on the duplicate account will not be valid.

5.5.2 that all deposits made using the duplicate account will be refunded.

5.5.3 provides that any winnings or returns that I have acquired on my main account during the time the duplicate account was active will be removed and returned to GGBET and any funds withdrawn from the duplicate account will be returned to GGBET.

That is, gains or returns on the main account made before an alleged duplicate account was active are legitimate and should not be questioned by GGBET.

Further, Section 8.9 provides that GGBET could offset any positive balance in my account against any amount I owe GGBET upon termination of my account following the application of clause 5.5.3.

I contacted the GGBET chat, in the support channel.

When inquiring about the procedure, I was informed that no amount would be returned to me, as it allegedly violated the terms and conditions of the GGBET.

I then questioned the application of clauses 5.5, 5.5.1, 5.5.2, 5.5.3 and 8.9, and their application to my case, since GGBET accuses me of using a duplicate account.

I was informed that there would be no refund of my amounts, and that they would be wrongfully taken from my account balance, even if such balance was not related to any activity that violated the terms and conditions.

Thus, in the event that GGBET finds that I have violated the terms and conditions by allegedly using a duplicate account, please use the same terms and conditions, applying clauses 5.5, 5.5.1, 5.5.2, 5.5.3 and 8.9 and, after deducting the alleged earnings I had from the alleged duplicate account, to return the money I legitimately earned to me.

I'm looking for the appropriate legal measures, but I hope that the complaint on this site will help alarm others of the arbitrariness committed by GGBET.

No dia 15.08 tive minha conta limitada. A aposta máxima que eu poderia fazer nos eventos mudou de aproximadamente R$2.000 para aproximadamente R$15,00. Eu estava com um saldo positivo de R$ 28.520,00, e não recebi qualquer mensagem ou e-mail dizendo o motivo da limitação.

Como não tenho qualquer interesse em realizar apostas de valores de R$15,00, solicitei o saque de todos os valores da minha conta, e recebi 16 (dezesseis) e-mails com solicitações de saque no valor de R$1.700,00 cada e 1 (uma) solicitação no valor de R$1.320,00. 

Nos dias seguintes, dias 16.08 e 17.08, recebi 03 saques: 1) R$ 1.512,98; 2) R$ 1.174,79.; e 3) R$ 1.527,39.

No dia 18.08, minha conta constava como "usuário bloqueado".

Entrei em contato com o suporte da GGBET, e me informaram que a conta havia sido bloqueada por apresentar contas duplicadas.

Nego veementemente que usei qualquer conta duplicada.

De qualquer maneira, os termos e condições da GGBET determinam como deve ser o procedimento nos casos quais são identificadas contas duplicadas.

A seção 5.5 diz que qualquer outra conta que eu abrir no site será considerada como conta duplicada.

5.5.1 determina que as transações realizadas na conta duplicada não serão válidas.

5.5.2 que todos os depósitos feitos usando a conta duplicada serão estornados.

5.5.3 determina que qualquer ganho ou retorno que eu adquiri, em minha conta principal, durante o tempo qual a conta duplicada estava ativa, serão removidos e devolvidos à GGBET, bem como os fundos sacados da conta duplicada serão devolvidos à GGBET.

Ou seja, ganhos ou retornos na conta principal auferidos antes de uma suposta conta duplicada estar ativa são legítimos, e não devem ser questionados pela GGBET.

Ainda, a seção 8.9 determina que a GGBET poderia compensar qualquer saldo positivo em minha conta contra qualquer montante que eu deva à GGBET quando do encerramento de minha conta, após a aplicação da cláusula 5.5.3.

Entrei em contato com o chat da GGBET, no canal de suporte.

Ao questionar sobre o procedimento, fui informado que nenhum valor me seria devolvido, uma vez que, supostamente, teria violado os termos e condições da GGBET.

Questionei, então, pela aplicação das cláusulas 5.5, 5.5.1, 5.5.2, 5.5.3 e 8.9, e sua aplicação ao meu caso, já que a GGBET me acusa de utilizar conta duplicada.

Fui informado que não haveria qualquer reembolso dos meus valores, e que eles ficariam, indevidamente, com o saldo da minha conta, mesmo que tal saldo não estivesse relacionado com qualquer atividade que violasse os termos e condições.

Assim, caso a GGBET entenda que eu violei os termos e condições ao supostamente usar uma conta duplicada, que use os mesmos termos e condições, aplicando as cláusulas 5.5, 5.5.1, 5.5.2, 5.5.3 e 8.9 e, após deduzir os supostos ganhos que tive com a suposta conta duplicada, que me devolvam o dinheiro que ganhei de maneira legítima.

Estou procurando as medidas judiciais cabíveis, mas espero que a reclamação neste site ajude alarme outras pessoas das arbitrariedades cometidas pela GGBET.

Dear RafaelGustavo,

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? Is your account fully verified and have you withdrawn any winnings from this casino in the past? Were your winnings accumulated with or without an active bonus?

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 RafaelGustavo

Please kindly clarify if you are a Casino player or Sportsbook/Esports player solely?

Thank you in advance!

Kind regards

Dear RafaelGustavo,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.