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Hello, Casino has simply locked me out, stating that I have two accounts on the same site. I've never even played on this site before, you are clearly robbing me. Even after an exhaustive 42-minute interview, you took all my money.

Olá simplesmente o Casino, me bloqueou informando que eu tenho duas contas no mesmo site, eu nem sequer nunca joguei nesse site antes, vocês estão claramente me roubando, mesmo após uma entrevista exaustiva de 42 minutos, vocês tomaram todo meu dinheiro.

Dear jackeek7,

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,

Tomas 

There may be the possibility that someone who uses the same ip has created an account, yes, I even asked the same thing, he told me that if he had created it... it was a long time ago, an inactive account, if that's the case, it's not fair that I've been blocked because of nothing. And no, I didn't use any bonuses.

Pode ter a possibilidade de alguém que use o mesmo ip ter criado uma conta sim, até perguntei o mesmo, ele me disse que se tiver criado… foi há muito tempo atrás, uma conta inativa , se caso for isso não justo eu ter tomado bloqueio por conta de nada. E não, não usei nenhum bônus

Thanks for the explanation.

• Could you please explain who potentially created the account using the same IP address in the past?
• Could you explain which games have you been playing on your newly created casino account?
• Since when are you a player in the casino, please?

I've been playing for a while, some games at the casino that I don't even remember the name, because I didn't have time to learn, they stole my money in less than a week, I believe that my boyfriend may have had an account there for over a year, no it makes sense that they blocked my account so quickly, my initial deposit was 4400, they should at least refund my deposit, this is stealing!!!!

Eu jogo a pouco tempo, alguns jogos do casino que eu nem me recordo o nome, pois não dei tempo de aprender, roubaram meu dinheiro em menos de uma semana, acredito que meu namorado possa te tido uma conta lá a mais de ano, não faz sentido eles terem bloqueado minha conta tão rápido, meu deposito inicial foi de 4400, eles deveriam devolver pelo menos meu depósito, isso é roubo!!!!

Dear jackeek7,

Could you please share the correspondence between you and the casino with me? Please send the information to my email at tomas@casino.guru

I'll await your reply.

Dear jackeek7,

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.

Simple as that, they simply stopped, and with that they kept my winnings.

Simples assim, simplesmente barraram, e com isso ficaram com meus ganhos.

Did you and your boyfriend use your own devices to play in the casino? Did you deposit in the casino using your card or a bank account? Did you use bonuses,(such as a welcome deposit bonus) in the casino?

I'll await your message.

Dear jackeek7,

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.

We use different devices, just the same internet, never even got any bonuses. I placed very few bets

Usamos dispositivos diferentes, apenas a mesma internet, nunca sequer peguei bônus algum. Fiz pouquíssimas apostas

Thank you very much, jackeek7, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you jackeek7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GGBet Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

I just wanted to get back the amount I deposited, nothing more than that, you can keep the winnings, it's not fair to keep my money that I deposited.

Só queria reaver o valor que depositei, mais nada além disso, podem ficar com os ganhos, não é justo ficarem com meu dinheiro que depositei.

Hello!

The main reason for blocking accounts is a user's gambling strategy, more specifically, a violation of rule 7.14. Users are prohibited from placing multiple identical bets on the same match to bypass the limits. Such actions will be considered as a gross violation and may result in additional limits, restriction of betting opportunities or blocking of accounts.

In this case, the match data that indicate the registration of more than 1 account by one user is a concomitant reason, as it was not taken as a basis, the support service indicates the information that is available to them, so the user received partial information.

If you need examples and details of bets, I will provide them.

If I don't have a limit to bet on such an event, why can I bet? What you are saying is not valid. I demand a refund of at least my deposit, I do not want any gains from the platform. ONLY WHAT IS MY RIGHT.

Se eu não tenho limite para apostar em tal evento, porque eu consigo apostar? isso que está a dizer não é válido. exijo o reembolso pelo menos do meu deposito, não quero ganho algum da plataforma. APENAS O QUE É MEU DE DIREITO.

Dear GGBet Casino Team, could you please provide evidence of fraudulent activity to my email address?(peter.c@casino.guru) Thank you in advance!

Hello!

Sure Peter, I'm gonna send you all the info I've found.

I would just like my DEPOSIT back, nothing more than that, because what they are doing is tremendously sad, as my husband suffers from cancer, and I need the money to treat him. urgent.

so gostaria apenas do meu DEPOSITO de volta, nada mais além disso, pois isso que estão fazendo é tremendamente triste, pois meu esposo sofre de câncer, e eu preciso do valor pra trata-lo. urgente.

All the information has been provided to the email peter.c@casino.guru. Please take a look. If any additional information is needed, I will be happy to provide it.

Dear jackeek7, the casino representative has provided us with evidence of arbitrage bets from both accounts therefore, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.