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allow the customer in question to withdraw any funds deposited to a duplicate account, minus any amount previously withdrawn, provided that all bets placed from said account are canceled.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of fraud is discovered, all bets will be voided and the accounts in question will be blocked without any funds being withdrawn.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?