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Complaint Title: Account blocked for alleged multiple accounts / bonus abuse

Complaint Description:

My account (registered under the name Orosz László) was permanently blocked by GGBet, and my balance of 50,070 HUF was confiscated. The casino claims I created multiple accounts to abuse bonuses.

I want to clarify that I only own and operate one account. The other account belongs to my domestic partner, who registered from the same home Wi-Fi/IP address. We are two separate individuals, and we did not attempt to commit bonus abuse.

Both of us are fully prepared to provide complete identity verification (KYC), including IDs, proof of address, and payment method ownership proofs to prove we are two different people.

The support team rejected my appeal. I request the casino to review our documents, unblock my account, and release my funds.

Important notice:

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Dear Orosz2323,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did both of you and your partner use the same bonus while playing in casino?
• Had you completed KYC verification before you lost access to the account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Thank you for taking my case. Here are the answers to your questions:

1. Did you accumulate your winnings by playing casino games, sports betting, or both?

I accumulated my winnings by playing casino games.

2. Did both of you and your partner use the same bonus while playing in casino?

No. Although we both received a registration bonus upon creating our accounts, I made a real money deposit of 5,000 HUF and explicitly declined the deposit bonus. My winnings of 50,070 HUF were generated 100% using my own real money deposit, without using any bonus funds or bonus features for that session.

3. Had you completed KYC verification before you lost access to the account?

I submitted my documents for verification, but before it could be fully processed, the casino blocked my account immediately after I requested a withdrawal of 40,000 HUF. Both my partner and I are two separate real individuals with unique ID cards, separate addresses, and separate bank cards in our own names.

Additionally, the casino has refused to return even my original 5,000 HUF deposit. I am attaching screenshots of my withdrawal request and the emails from GG.BET support.

Thank you for your assistance,

Orosz László

Dear Orosz2323,

Thank you very much for your clarification and for providing the additional information.

Could you please clarify whether you and your partner used the same device to access and play at GG.BET Casino, or whether each of you used a separate device for your respective casino accounts?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Yes, we honestly have to admit that we used the same mobile phone to access our casino accounts. My partner and I live in the same household, we share our finances, and we often use the same device in our everyday life.

We played in complete good faith and were genuinely unaware that sharing a device violates the casino's Terms and Conditions. As I mentioned before, we did not claim any bonuses at all; we had absolutely no intention of exploiting the system. We just wanted to have some fun with our own money.

Thank you very much for your understanding and for helping us clarify our situation!

Hello Orosz2323,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Orosz2323,

Thank you for reaching out to us and for providing the additional clarification.

Unfortunately, we are unable to assist further with your complaint. As you confirmed, you and your partner accessed your respective casino accounts using the same device and the same household internet connection. It is important that each player operates their own casino account independently, using their own personal details, payment methods, and device, particularly when more than one account is registered from the same household.

Although we understand that you state there was no intention to gain an unfair advantage or abuse bonuses, the circumstances described above make it difficult for us to dispute the casino's decision regarding the connection between the accounts.

If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:

Casino Guru – Tips for fair and safe gambling

For these reasons, we will now close this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.

Karla M.