GGBet Casino - プレイヤーの賞金は没収されました。

Hello,

I played at GG.BET and activated a deposit bonus: "100% + 20 free spins in 3x3 Hold the Spin".

I deposited over 80 PLN as required.

I fully completed the wagering requirement (3200 PLN).

I won 2900 PLN.

However, only 400 PLN was credited to my real balance, and the rest was removed.

The issue is:

Nowhere in the bonus description was it mentioned that the maximum withdrawal is limited to 400 PLN.

After activation, I could not access the full bonus terms.

I contacted support, but they could not provide clear justification with proof of those limitations being stated in advance.

I am requesting:

Full explanation and justification of why my winnings were limited

Or that the full amount of winnings (2900 PLN) be credited to my balance

Thank you in advance. I can provide screenshots of all steps, including bonus description, wagering completed, and the final credited amount.

Dear brawl095stars66,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing with your bonus winnings at GGBet.

To help us investigate thoroughly and clarify the terms of the bonus, could you please provide the following information:

• Did any email confirmation or pop-up at the time of deposit include a reference or link to withdrawal limits on bonus winnings?
• When you contacted support, did they quote any specific clause or link in the terms and conditions to explain the 400 PLN cap?
• Please forward your screenshots showing the bonus description, wagering completion (3200 PLN), and final credited amount to [email protected], if you haven’t already.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

good evening, I sent everything to your email

добрый вечер, все скинул на почту

Dear brawl095stars66,

Thank you for sending the requested information to my email.

Could you please confirm if the bonus "100% + 20 free spins in 3x3 Hold the Spin" that you activated is still visible on the casino’s website? I was not able to locate it here: https://gg.bet/betting-promotions. If it is still available, could you kindly send me the direct link?

Additionally, has the casino provided you with any further explanation or communication regarding the situation?

Thank you in advance for your reply.

Good afternoon, nothing is displayed, the casino does not want to justify this in any way

Добрый день, нет ничего не отоброжается, казино не хочет это никак обосновать

Dear GGBet Casino Team,

• Could you please enter this communication and confirm which exact bonus the player used, provide the bonus terms that applied at the time (including any win limits), and outline the timeline of events for this case?

Thank you in advance for your cooperation.

Hello! Thank you for reaching out and giving us the opportunity to provide a response.

Please note that all details and terms for each bonus are clearly outlined in the bonus program rules. We always aim to communicate these conditions transparently, so every player can make an informed decision about using a promotion.

For the bonus you selected, the terms were as follows:

Bet amount: 20.00 PLN

Max transfer: 400.00 PLN

Even if you win a larger amount, the maximum transfer limit remains fixed and is specified in the bonus conditions.

We also couldn’t locate any previous request from you in our support chat on the website. For any questions or clarifications, we recommend contacting our support team - they are always ready to assist and provide additional explanations.

We hope this clarifies your concern and look forward to staying in touch.

Dear GGBet Casino Team,

Thank you very much for your reply and for clarifying your position.

• Could you please provide supporting evidence of the specific bonus terms that were in place at the time the player activated the promotion "100% + 20 free spins in 3x3 Hold the Spin"? In particular, we would like to see where and how the maximum transfer limit of 400 PLN was communicated to the player.

This information is essential in order to verify that the rule was clearly available and accessible to the player before participation in the bonus. You can either share the information here in the thread or forward it directly to me at [email protected].

Thank you in advance for your cooperation.

Hello, thank you for reaching out!

We have sent all the necessary information to the email address you provided.

Thank you for your attention to this matter, and we look forward to your reply.

Dear brawl095stars66,

Thank you very much for your patience while we have been reviewing this matter.

The casino has now provided us with internal records of the promotion you activated, together with examples of how their bonuses are displayed in general. Based on this evidence, we can confirm that each bonus offered by the casino includes a maximum transfer (cashout) limit, and this condition also applied to the "100% + 20 free spins in 3x3 Hold the Spin" bonus.

Unfortunately, since this specific promotion is no longer active on the casino’s website, it is not possible to obtain a direct screenshot of the exact offer as it appeared at the time. However, the information provided from the casino’s internal database demonstrates that the maximum transfer rule was part of the applicable bonus conditions.

• Could you please let us know if this explanation is satisfactory for you?

I would also like to thank GGBet Casino for their cooperation in providing supporting information for this case.

Dear brawl095stars66,

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.

yes, i got it, thanks

да, я понял, спасибо

Dear brawl095stars66,

Thank you for your confirmation and for your cooperation throughout this process.

After carefully reviewing the case and the evidence provided by GGBet, we must conclude that your winnings were limited according to the maximum transfer rule that formed part of the bonus terms. Even though the specific promotion is no longer visible on the casino’s website, the internal records confirm that the 400 PLN cap applied to the bonus you activated.

For this reason, we are unable to support your request for the full release of winnings, and the complaint will be closed as rejected.

We appreciate your patience and understanding, and we also thank GGBet Casino for their cooperation.

Best regards,

Petronela

Casino.Guru