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I have been playing with my original account for a while. However it has bad luck number (to me) so I unintentionally create another account.

It was easy steps and I succeeded in creating and deposit for my new account.

However when I tried to deposit they just blocked both of my accounts and they say I violate the rules. I was not being informed then I first created the second account, I was being informed when I deposit the money, only when I withdraw the money they block my users and say I cannot play in their site anymore.

it was a pure act of unintention. If they have informed me then i would never try to create another account.

Dear PierreCastle,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found (here):

"5. OPENING YOUR ACCOUNT

...

5.5. 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allow the customer in question to withdraw any funds deposited to a duplicate account, minus any amount previously withdrawn, provided that all bets placed from said account are canceled.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of fraud is discovered, all bets will be voided and the accounts in question will be blocked without any funds being withdrawn."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 understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise if you activated any bonuses in your newly created account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi Petronela,

Thank you so much for your reply.

i have no referral bonuses between my old account and my new account. I did not try to violate any of the bonuses for referral. It was purely a mistake from my end.

I still have pending money (that I have deposited earlier with 0 bonus as newly deposit referral) that I want to play. So I would really need them to re-activate my new account and just delete my previous account, if possible…

Thank you so much!

Kind regards,

Pierre

Dear PierreCastle

Please kindly proceed with the verification, and you'll be fine 🙂

Best regards

Thank you very much, GGBet Casino team, for your assistance.

Dear PierreCastle,

Please keep me informed about any further developments. Looking forward to hearing from you.

Hi GGBet Team and Petrolena,

Thank you so much for your reply. That means I can re-submit the unblock process for my accounts again right?

Thank you so so much. I will make sure that this would never happen again.

Kind regards,

PierreCastle

Hi GGBet Team and Petrolena,

Thank you so so much. I am now able to log in for my new account.

I make sure that this incident will never happen again.

Thank you for your support.

Kind regards,

N***** Tran

Hi GGBet Team and Petrolena,

I was able to log in with my new account now, the money was still there. However, when I tried to play any games, it’s still saying that my account is "under restrictions"; and when I tried to withdraw some money, it’s still pending.

Could you please let me know what’s the current status of my account?

Thank you so much.

Kind regards,

PierreCastle

Dear PierreCastle

You need to provide the documents in order to complete the verification.

Afterwards, all restrictions will be removed.

Kind regards

Hi GGBet Team,

Thank you so much for your reply.

Should I provide the information here or I need to reach to your support?

Also, what kind of information that you need me to provide?

Thank you so much for your support.

Kind regards,

PierreCastle

Thank you very much, GGBet Casino team, for your help and assistance.

Dear PierreCastle,

Please contact Customer Support and find out which documents are required to complete the KYC verification. Keep us informed about any further developments, please.

Dear Petronela and GGBet Team,

I have submitted KYC and got verified.

I now can deposit and withdraw, also can play normally. Thank you so so much for your support.

I will only use this account which is already verified from now onwards. My apology for any inconvenience caused.

Once again, thank you so much.

Kind regards,

PierreCastle

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, PierreCastle, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru