GGBet Casino - プレイヤーのアカウントは複数のアカウントのために閉鎖されました。

GGBET closed my account and won't let me withdrawal my winnings due to multiple accounts. I did not know I had multiple accounts as I played at there casino a long time ago and since I have played my email address as changed due to my email being hacked. They allowed me to deposit no problem. I put in my kyc information which I would never have done if I knew I had a previous account. There is no understanding that people make actual mistakes it's just

closed and I can't get my

money out.

Dear Appi123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that you breached one of the main rules. Most casinos don’t allow creating multiple accounts per person, which is also mentioned in the General T&Cs (https://gg.bet/en/terms-and-conditions)

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 a duplicate account has not been used intentionally to carry out activities using multiple accounts by a single customer, and provided that the relevant terms and conditions have not been breached, we may, at our discretion, allow the customer in question to withdraw any funds deposited to a duplicate account, minus any amount previously withdrawn, provided that all bets placed from said account are canceled. 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of fraud is discovered, all bets will be voided and the accounts in question will be blocked without any funds being withdrawn.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you have access to the previous casino account?

Have you accumulated your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

Hello,

I do not have access to the previous account. I closed this one some time ago. I did not accumulate the winnings with a bonus.

I received an email which I will include the screenshot that they closed my account. Everytime I have tried to email them I keep getting the same thing. I also found in their rules the second picture that I will attached about unintentionally creating 2 accounts. I did not under any circumstances intentionally create 2 accounts.

Dear Appi123, thank you for your reply.

Did you use any bonuses with your old or new casino account?

Could you please let me know when you created your old casino account and when it was closed?

Also, did you complete the KYC verification with the old account?

It did not ever play bonuses with either account.

I am not sure exact time frame of the old account but I am pretty certain it was over a year ago and closed over a year ago.

I also do not think I completed the kyc verification with the old account.

Thanks for your help.

Dear Appi123, could you please explain why you closed your first account?

Did you close it on your own?

Is it correct that you forgot you previously had an account with this casino?

Did you inform the casino before creating your second account?

I closed my first account due to responsible gaming so time ago and yes I closed it on my own.

I took some time away from online casinos due to this. I had completely forgotten I had a previously account with them. I did not inform the casino as my phone number never changed so when it let me create an account I assumed I was okay.

Dear Appi123, could you please provide a self-exclusion request or any evidence that you closed your first account due to responsible gambling?

Or was it just a standard account closure and you did not inform the casino about any problems?

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

I have no proof that I closed it due to self exclusion except for what they told me in a chat. I should have taken a screen shot of the conversation but I didn't. I closed my account some time ago which is why I did not realize I did this.

Thank you very much, Appi123, 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 Appi123 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 how we can help resolve this issue.

Thank you!

Dear Peter,

We would like to inform you that all relevant evidence and information regarding this case have been sent to your email for review.

Should you require any additional information or clarification, please let us know.

Dear Appi123,

We are reaching out to provide clarity regarding your case.

Our system has identified that you created multiple accounts on our platform, which is a direct violation of Rule 5.5.1 of our Terms and Conditions. This rule strictly prohibits customers from having more than one account. Duplicate accounts are subject to closure as outlined in our policies.

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 a duplicate account has not been used intentionally to carry out activities using multiple accounts by a single customer, and provided that the relevant terms and conditions have not been breached, we may, at our discretion, allow the customer in question to withdraw any funds deposited to a duplicate account, minus any amount previously withdrawn, provided that all bets placed from said account are canceled. 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.

Additionally, we noted that you requested the closure of your account due to gambling addiction. As per Rule 5.5.4, we permanently blocked your account and processed any refunds as required. Despite this, further accounts were opened, which also violates our policies.

5.5.4. Permanent account blocking is exclusively available for customers who are diagnosed with or have any symptoms of gambling addiction. Such customers should contact our Customer Support team using the feedback form to request this service. After thorough review and approval, the account will be permanently blocked and any existing funds will be refunded. Any attempt to open a new account thereafter will be regarded as a breach of our terms and handled in accordance with rule 5.5.1 of this agreement.

The decision to block your accounts was made to ensure compliance with our Terms and Conditions and to maintain the integrity of our platform. We kindly remind you that creating additional accounts after requesting permanent account closure is not allowed.

If you have further questions or need additional assistance, please don’t hesitate to contact us.

Thank you for your understanding.

Best regards,

GGBET Team

Thank you for providing me with the information GGBet Casino representative.

Dear Appi123, the casino has provided me with extensive evidence of multiple accounts. I advise against this behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter