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Hello, my casino account was suddenly blocked, when I spoke to support they told me to use betting strategies, when I asked which strategy they told me that the accumulation of scatters was prohibited, however I am unaware of this strategy and I rarely use the casino, so they didn't provide me with much information about it. It is worth mentioning that the balance I have in the account was a real balance and not bonuses.

Hola, mi cuenta en el casino fue bloqueada repentinamente, cuando hable con soporte me dijo que use estrategias de apuestas, cuando pregunte que estrategia me dijeron que la acumulación de scatters estaba prohibido, sin embargo desconozco de esa estrategia y rara vez uso el casino, así que no me proporcionaron mucha información al respecto. Cabe mencionar que el saldo que tengo en la cuenta era saldo real y no de bonificaciones.

Hello fernand0.navarr0,

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? Did you play casino or sports betting in GGBet? Did you claim any bonuses from the casino? When was the last time you spoke to them and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was in the process of being verified, I only needed to send a document that had been rejected due to the poor quality of the photo, I claimed the casino bonus and I remember that there were bonuses that I lost and others that I got, but the money What was there in the account was real balance that was played mostly in bets. The last time I spoke to them was a couple of weeks ago and they told me the same thing that I mentioned before, that the use of scatter collecting strategies is prohibited in the bonuses but I don't know what they are talking about and I don't know how to do it either, As I mentioned above, I rarely played Slots.

Mi cuenta estaba en proceso de ser verificada me faltaba enviar sólo un documento que me lo habían rechazado debido a la mala calidad de la foto, reclame el bono del casino y recuerdo que habían bonos que los perdía y otros que los conseguía, pero el dinero que estaba ahí en la cuenta era saldo real que era jugado en su mayoría en apuestas. La última vez que hablé con ellos fue hace un par de semanas y me dijeron lo mismo que mencioné anteriormente, que el uso de estrategias de recolección de scatters está prohibido en las bonificaciones pero no se de que está hablando y tampoco se como se hace, tal como mencione arriba muy pocas veces jugaba Slots.

Hello fernand0.navarr0,

Do I understand it correctly that the bonuses were also for sports betting?

No, the bonuses were from casino

No, los bonos eran de casino

Hello fernand0.navarr0,

Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Hello, I went to the casino page to go to the chat history and it appears that it is empty.

Hola, fui a la pagina del casino a dirigirme al historial de chats y me sale que se encuentra vacía.

Hello fernand0.navarr0,

The live chat conversation is removed once you leave the website. Isn't there any e-mail communication between you and the casino which you could forward?

The only communication I had with the casino was live chat.

La unica comunicacion que tuve con el casino fue en chat en vivo.

I would like to invite GGBet Casino to join this complaint and help us resolve or explain the player's current situation with his account.

Hi everyone!

After reviewing all the information, we have reassessed the situation and have decided to unblock your account. However, please note that bonuses will no longer be available to you in order to prevent any potential misuse and avoid any future misunderstandings. We apologize for the time it took to reach a resolution and any inconvenience caused.

Thank you for your understanding.

Hello fernand0.navarr0,

Can you please confirm if your account is now unblocked? Do you consider your complaint to be resolved?

Hello, the account is already unlocked, however the complaint is fixed with 70,000 CLP and there were approximately 20,000 CLP in the account, what happened to the rest?

Hola, la cuenta ya esta desbloqueada, sin embargo la queja esta fijada con 70.000 CLP y en la cuenta había aproximadamente 20.000 CLP, ¿Qué paso con el resto?

Hello fernand0.navarr0,

If you balance was a combination of real money balance and bonus balance, and the casino decided to block any bonuses from you in order to not abuse any further bonuses, they might have void your bonus balance, leaving you with the deposited real money balance only.

Dear fernand0.navarr0,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.