GG.BET Casino - プレイヤーのアカウントは閉鎖され、資金は差し押さえられました。

Dear Sir/Madam,

I am writing in relation to the sudden blocking of my GGbet account on 25 July 2025 at approximately 18:15, and the withholding of €4,678 of my funds.

I was informed that this action was taken under Clause 10.5 of the Terms of Service, but no further clarification or evidence has been provided. This lack of transparency constitutes a serious breach of both contractual and regulatory obligations. Furthermore, when I requested the ID number linked to my account, GGbet refused to disclose it, even though this constitutes my own personal data. To my knowledge, GGbet is the first gaming operator to send a verification email without including either a user ID or a username — a practice that is highly irregular and raises serious compliance concern

I wish to set out the facts clearly:

Account History

Account opened on 22 July 2025.

Full authorization successfully was not completed because they blocked my account .

Usage Pattern

Only one payment method has ever been used for both deposits and withdrawals.

My betting activity has been consistent and legitimate, with average stakes exceeding 10x the deposit amount prior to each withdrawal request.

No duplicate or fraudulent accounts have been created.

Compliance with GGbet Rules

At all times, I acted in good faith and within the scope of your Terms of Service.

There is no evidence of fraud, bonus abuse, or violation of betting integrity rules.

Violation of My Rights

Blocking my account and withholding my funds without providing verifiable evidence constitutes a breach of contract.

Under EU Consumer Protection Law (Directive 93/13/EEC on Unfair Contract Terms and Directive 2011/83/EU on Consumer Rights), vague and non-transparent clauses such as the current use of Clause 10.5 are deemed unfair and unenforceable.

If GGbet is operating under a valid gambling license (e.g., Curacao eGaming, MGA, or equivalent), your license conditions require transparency, fairness, and timely resolution of customer complaints.

Formal Request

Accordingly, I request that you:

Provide within 7 working days a clear, detailed explanation supported by evidence of the alleged breach of Clause 10.5; or

Immediately lift the restriction on my account and release the withheld funds of €4,678 via my verified payment method.

Notice of Further Action

If you fail to comply, I will have no choice but to escalate the matter by:

Filing a formal complaint with your licensing authority;

Submitting the case to an Alternative Dispute Resolution (ADR) body recognised under Directive 2013/11/EU;

Initiating legal proceedings in the competent jurisdiction for recovery of funds plus statutory interest and costs;

Considering further claims under the General Data Protection Regulation (GDPR) should it appear that personal data has been used unlawfully in this matter.

I urge GGbet to treat this complaint with the seriousness it deserves and to resolve the issue amicably within the above deadline

Hello,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate 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,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Katarina,

Thank you for your response and your willingness to help resolve this matter.

Please find my answers to your questions below:

Games Played: My activity was limited to cs2(Counter strike) IEM cologne stage . I did not participate in slots, live casino, or any other games.

Verification: I began the verification process, but my account was blocked before it could be completed

Bonus Usage: I did not have any active bonus while accumulating my winnings. All activity was conducted with my own deposited funds and in accordance with the platform's standard terms.

As previously outlined in my initial complaint, I acted in full compliance with GGbet’s Terms of Service. I have not engaged in any fraudulent activity, nor have I violated any fair play or integrity conditions.

Kind regards,

A****

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina,

I sent you my answer via mail.

Kind regards,

A*****

Hello,

thank you for your reply.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  

Have you recently switched devices you use to access the casino?

How long have you been a player at this casino, please?

Looking forward to your reply,

Katarina

Dear Katarina,

Thank you for your follow-up. Please see my answers below:

Household / IP Address: No one else from my household has created an account with this casino. I am the sole user, and my account has never been shared.

Devices: I have only used my own personal device(s) to access the casino. There has been no unusual device switching that could cause account irregularities.

Duration as Player: I registered my account on 22 July 2025, and my account was blocked only three days later, on 25 July 2025, before I was able to complete full verification.

Device / Location Access: GGbet is the only casino I have ever used that did not request access to my device location. In every other licensed casino where I have opened accounts, location access is always requested as part of the verification and compliance process. This makes GGbet’s practices highly irregular and lacking in transparency.

VPN Usage: I do use a VPN on my device, but this is strictly for general online security and privacy (protection against data tracking, phishing, and public Wi-Fi risks). The VPN runs permanently in the background, regardless of whether I am accessing banking apps, email, or online gaming sites. It was not used to conceal my location or to circumvent any GGbet restrictions. My deposits and withdrawals were always made using the same verified payment method, in my own name.

I hope this clarifies the matter. Please let me know if you require any further details or documentation.

Kind regards,

A***

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

So what are the next steps ?

kind regards,

A***

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear GGBet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Pavel, and thank you for giving us the opportunity to respond!

Dear a***,

Unfortunately, we were unable to locate an account under this email address. We would appreciate it if you could double-check the details provided or share the current email linked to your registered account.

We are genuinely committed to reviewing your request and providing you with a complete response.

Thank you for your cooperation!

Hello ***

Thank you for updating your information. With the new email address, we were able to locate your account and review its details.

As mentioned in the email we sent, your account was blocked due to a violation of our rule that allows only one account per user. The message stated:

• You may no longer play on our website.
• Funds, if any remain, will stay on the account without the possibility of a refund.
• Please do not attempt to register a new account, as it will also be blocked.

5.5.1. 

"Each customer can only open one account on the website. Any additional accounts opened by a customer will be deemed duplicate accounts. We reserve the right to close such accounts, request documents from the customer to confirm their identity, and stop any activity on the accounts in question until the customer has confirmed their identity."

"In the event that evidence of fraud is discovered, all bets will be voided and the accounts in question will be blocked without any funds being withdrawn."

Also, we remain available both here and in our website’s support chat, and will be glad to answer any additional questions you may have.

Hello Pavel,

We have sent the relevant evidence to the email address you provided and kindly ask you to review the case.

Dear Pavel, Dear GGbet casino ,

First of all, I would like to clarify that I have not corrected or changed my email address. I am using the same email address that I originally registered with at both GGbet Casino and Casino Guru. Therefore, any suggestion that my email details were different is inaccurate.

I kindly ask that no statements be made that could misrepresent my actions or affect how this matter is perceived publicly. Transparency and accuracy are essential for resolving this dispute fairly.

Thank you for your response. I must strongly dispute the claim that I have created more than one account with GGbet.

Single Account Only: I have opened only one account, on 22 July 2025, and I have never attempted to register any duplicate or secondary accounts.

No Fraudulent Activity: I have used only one payment method, in my own name, for both deposits and withdrawals. There is no evidence of fraud, bonus abuse, or multiple-account manipulation.

Request for Full Evidence: While you mention that "relevant evidence" has been sent, I must insist that any claim of duplication be supported with verifiable, detailed records, such as:

IP address logs allegedly showing more than one account in my name. However, I must stress that I have never granted GGbet permission to access my IP address or device location. Unlike other licensed casinos, GGbet never requested access to this data. Therefore, if GGbet claims to rely on IP-based evidence, this raises a very serious question: how did the company obtain and process my personal data without my explicit consent? Under the General Data Protection Regulation (GDPR), all processing of personal data requires a lawful basis (Article 6, GDPR) and must be transparent to the data subject. If GGbet is using my IP address without my knowledge or consent, this may amount to unlawful data processing.

Account registration data;

Payment method records;

And any other documentation on which you rely for this decision.

If no such verifiable evidence exists, then blocking my account and withholding €4,678 is an unlawful and unjustified action.

Transparency Issue: As I have already highlighted, GGbet’s practice of not including a user ID in its verification email and then refusing to provide this ID on request raises serious concerns about transparency and compliance with GDPR. Under Article 15, GDPR (Right of Access), I am entitled to obtain from the controller confirmation as to whether my personal data are being processed, and to receive access to that data in a clear, intelligible format. Refusing to provide my user ID — which is personal data relating to me — is a direct violation of this right.

My Rights: Both EU Consumer Protection Law and GDPR require that contractual terms and data processing activities be transparent, fair, and evidence-based. A vague reference to "duplicate accounts" without supporting proof is not acceptable under these legal frameworks.

Accordingly, I now formally request again:

Immediate disclosure of all data and evidence on which you rely for the duplicate account allegation; or

In the absence of such evidence, the immediate reinstatement of my account and the release of my €4,678.

I remain willing to resolve this matter amicably, but only on the basis of transparency and verifiable evidence.

Kind regards,

Aris

Dear GGBet Casino, I have sent you a response via e-mail.

Hello Pavel,

We’ve just sent you an additional email concerning the mentioned case, and would greatly appreciate your review and feedback.

I am extending the timer since we are still in the communication with the casino.

Dear arisvel1992, I am afraid we cannot help you further with your issue. I has become to light that your account was blocked on the reasons mainly related to sports betting. Unfortunately, this is not something we are qualified to deal with, so I am forced to reject this complaint. Please, if you will have any casino-related problems in the future, do not hesitate to contact our Complaint Resolution Center once more.

Respectfully,

Pavel K

Casino Guru Team