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On May 22, around 19:00, the account was suddenly blocked and most of the functions of the account were restricted.

When we inquired as to the cause, we were told that we were in violation of 10.5 of the Terms of Service and that no other information could be disclosed.

The account was opened on January 14 and the authorization was completed immediately.

From the opening of the account until it was blocked, only one method of settlement was used, and it is the same for both deposits and withdrawals.

The average amount bet from deposit to withdrawal request is at least 10 times the deposit amount, and we bet a sufficient amount in the games each time.

There are no duplicate account registrations, of course.

We do not know why our account was blocked this time.

We would appreciate your help.

Dear nemtree,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GGBet Casino.

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 
• Do I understand correctly the disputed amount ($391) represents your current casino balance?
• Could you please specify which payment method you used in order to deposit to the casino?

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,

Tomas

Thank you for your reply.

The current balance is due to slot games.

Since opening the account, 99% of the games played have been slot games. In the past I have also played live casino games. Sports are unused.

The $391 is the amount of real money available for withdrawal that is currently left in my balance.

The payment method used for deposits and withdrawals is Vega wallet.

Thanks for the explanation.

I'll post the rule the casino refers to here:

"10.5. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity."

Thank you very much, nemtree, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi nemtree,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask GGBet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons of why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello all,

Dear nemtree, your account is not blocked at the moment. However, I can confirm that the account will be blocked after full withdrawal.

At the moment you have 391 USD on your balance, do you have difficulties with requesting the withdrawal of this money? 

Kind Regards

Dear nemtree,

Can you please confirm if you are able to login into your account and request a withdrawal?

Thank you.

Kind regards,

Tomas

Currently, all functions are blocked except for withdrawal requests, which can be requested.

After withdrawing all funds, I was informed that my account would be blocked and was told that the reason was because I violated Article 10.5 of the Terms of Service.

What specific actions were deemed to be in violation of the terms and conditions?

Dear nemtree,

The casino has the right to close the player's account at any time without any reason, however, the remaining balance should be paid obviously. And this is the case, so we won't investigate further.

Please let us know if you have already received the payment. Thank you.

Kind regards,

Tomas

The balance has been withdrawn.

Dear nemtree,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas