GGBet Casino - 入金して獲得した後、プレイヤーのアカウントがロックされました。

Good afternoon, I had set up an account with the 50 free spins offered on Fire Joker. After playing and having my winnings transferred into real money, I managed to accumulate a decent amount. Therefore, I decided to deposit more funds using my Astropay account with the intent to withdraw later. I withdrew 160,000 pesos but shortly after, following the above-mentioned process and playing some more, my account was disconnected. When I attempted to log back in, I received an error stating the user account is locked. No documents or further information were requested from me. I kindly request your assistance, as this is quite a lot of money that I need for my son's surgery.

Buenas tardes, me había creado una cuenta con los 50 giros gratis que regalan en fire joker, tras jugar las ganancias y que se me traspasara a dinero real logré juntar una buena cantidad por lo que decidí agregar dinero con mi cuenta de astropay para posteriormente retirarla, retire 160.000 pesos pero resulta que a los minutos después de hacer lo mencionado anteriormente y jugar un poco más se me desconectó de la cuenta y al tratar de ingresar me indica error el usuario está bloqueado no me pidieron documentos ni nada. Favor su ayuda, es bastante dinero y lo necesito para una operación de mi hijo.

Hello Josevc93,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GGBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When did you finish the wagering requirements of the bonus? Was your balance deducted based on some kind of max win or allowed withdrawal from the bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Josevc93,

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.

Hello, good evening, my account was verified by email and phone number. I would not know when I finished with the bonus, but I did since I had a greater amount than the casino allowed, so they reduced my balance and converted it to me. to real money, I only spoke to the casino by mail when they blocked my account and the conversation was related to that

Hola buenas noches, mi cuenta fue verificada por correo y número de teléfono, no sabría indicar en qué momento termine con el bono pero lo hice ya que tenía mayor cantidad que lo que permitió el casino por lo que me redujo el saldo y me lo transformó a dinero real, solo hablé con el casino por correo cuando me bloquearon la cuenta y la conversación fue relacionada a eso

Hello, good evening, my account was verified by email and phone number. I would not know when I finished with the bonus, but I did since I had a greater amount than the casino allowed, so they reduced my balance and converted it to me. to real money, I only spoke to the casino by mail when they blocked my account and the conversation was related to that

Hola buenas noches, mi cuenta fue verificada por correo y número de teléfono, no sabría indicar en qué momento termine con el bono pero lo hice ya que tenía mayor cantidad que lo que permitió el casino por lo que me redujo el saldo y me lo transformó a dinero real, solo hablé con el casino por correo cuando me bloquearon la cuenta y la conversación fue relacionada a eso

Hello Josevc93,

Did the casino refund any deposits back to you? Could you please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?

Dear Josevc93,

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.

Good night

No money refunded yet

Buenas noches

Aún no se reembolsa ningún dinero

Hello Josevc93,

I still did not receive any e-mail from you containing the communication between you and the casino. Could you please forward it in order to continue resolving the complaint?

I don't have any conversations with the casino because they blocked my account unexpectedly, I have a screenshot of the withdrawal before they blocked my account, the worst thing of all is that they allow you to load money into the account and then when you withdraw they block it

Es que no tengo ningúna conversación con el casino porque me bloqueó la cuenta de manera inesperada, tengo un pantallazo del retiro antes de que me bloquearan la cuenta, lo peor de todo es que te permiten cargar dinero a la cuenta y después al momento de retirar la bloquean

Hello Josevc93,

Please keep in mind that you always should contact the casino first (even if your account is blocked, you can contact them by e-mail support) as they might give you the answer right away. Our complaint resolution center serves if you can't find a common solution with the casino or they completely ignore you.

I would like to ask you to contact the casino and ask them the reason of blocking your account as we currently do not even know what might be the issue.

Dear Josevc93,

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.

They don't give me any answer. A lot of time has passed and I consider the money lost, the money is of no use to me for my son since unfortunately he is no longer with us

No me dan ninguna respuesta. Ya a pasado bastante tiempo y doy por perdido el dinero, tampoco me sirve el dinero para mi hijo ya que lamentablemente ya no está con nosotros

Dear Josevc93,

Do I understand it correctly that you no longer wish to continue resolving the case?

Dear Josevc93,

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.

If I want to continue solving it I want my 160,000

Si lo quiero seguir resolviendo quiero mis 160.000

How much longer do I have to wait

Cuánto más tengo que esperar

Dear GGBet Casino,

I would like to ask you to join us and help us explain the situation with the player's blocked account.

Hello!

We've reviewed the complaint, requested information, and are awaiting details from our security team.

Hello,

We regret the inconvenience you've experienced, and we'd like to provide some clarification regarding the situation. Your accounts were indeed blocked due to a violation of our rules on multiple registrations. It was found that the location, device used for authorization, and the activation of identical no-deposit bonuses were consistent on both accounts.

We also want to highlight that an email was sent to you explaining the reasons for the account block, and there was correspondence in which the specific details leading to the block were outlined. Our records show the complete history of our communication, and you should have these emails in your inbox, unless they were removed.

We kindly ask for transparency in this matter and to acknowledge the reasons behind the account block. If you have further questions or concerns, please feel free to discuss them with us.

Thank you for your understanding.

If so, why did they allow me to deposit money then? Wouldn't they have had to block the account before depositing?

De ser así porque me permitieron depositar dinero entonces? No hubieran tenido que bloquear la cuenta antes de deposita?

Hello!

Thank you for your inquiry. The accounts in question were created with a one-day difference. Identifying patterns or related data is not always an immediate process, which is why the account suspension occurred on the day following the registration of the second account.

We appreciate your understanding in this matter. If you have any further questions or concerns, feel free to reach out, and we'll be happy to assist you.

Dear Josevc93,

Can you confirm that you have created multiple accounts in GGBet?

Dear Josevc93,

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.

No. I do not confirm it, I want to continue with the request for my 160,000 pesos. If it had been like that, would they have blocked me before being able to deposit or not?

No. No lo confirmo, quiero continuar con la solicitud de mis 160.000 pesos si hubiera Sido así me hubieran bloqueado antes de poder depositar o no?

Dear Josevc93,

No they would not as account multiplicity is detected during the verification process only.

Dear GGBet Casino, would it be possible to forward a proof of your claim to nikolas.b@casino.guru?

Hello everyone!

Sure, Nick, just share your email and I will send you all the data I have.

Dear Nick,

We want to inform you that we have promptly responded to your request and forwarded all the necessary information to nikolas.b@casino.guru. If you require any additional details or have further inquiries, please feel free to let us know, and we will be more than happy to assist you.

After receiving relevant evidence from the casino, we will be forced to reject the complaint as the player did breach the casino terms.

I'm really sorry that we could not help you out more but as you agreed to the terms to the casino you have to follow them otherwise our hands are tied.

Best regards,

Nick