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Good day. I have been a client of this site for several years. Before that, there were no problems or controversial points. Today I bet 8,600 hryvnias for withdrawal. A few hours later, I received a letter (I am attaching a screenshot). No detailed explanations, evidence, etc. the site does not provide. Employees refuse to call back and explain what is happening. I am asking for help in solving this issue. Thank you.

Доброго дня. Являюсь клієнтом даного сайту вже декілька років. До цього ніяких проблем і спірних моментів не виникало. Сьогодні поставив на вивід виграш 8 600 грн. Через декілька годин отримав лист (скриншот прикріплюю). Ніяких детальних пояснень, доказів і т.д. сайт не надає. На прохання передзвонити й пояснити, що відбувається працівники відповідають відмовою. Прошу допомоги у розв'язанні цього питання. Дякую.

Hello egulol07,

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 when exactly got your account blocked? Were you verified and if yes, since when exactly? Does anyone else from your household registered in the casino? Was the balance you had on your account generated from real money or bonus?

Looking forward to your answer.

Regards,

Nick

Good day. The account was blocked on 08/09/2022. The account was created a long time ago. I passed the verification several times. The last time in May 2022. No one from the family is registered in the casino. The balance of the account is created at the expense of real money.

Доброго дня. Обліковий запис заблоковано 09.08.2022. Акаунт створений давно. Верифікацію я проходив неодноразово. Останній раз у травні 2022 року. Ніхто з родини в казино не зареєстрований. Баланс рахунку створений за рахунок реальних грошей.

Hello all,

The player is permanently blocked due to violation of Bonus T&Cs:

"When playing with bonus funds it is strictly prohibited to excessively postpone any game rounds, namely free spins and bonus games. Failure to comply with this rule leads to the voiding winnings and forfeit of the active balance in the account.

When playing with an active bonus it is prohibited to use any strategies aimed at fulfilling the bonus wagering requirements, including collecting scatters to get free spins using the bonus balance and subsequently to receive free spins to the real balance. If we have reasonable grounds to believe that the player is using such strategies, then the Administration reserves the right to void all the player’s winnings"

egulol07 was playing two games by Bgaming - "Foxy Wild Heart" and "WBC Ring of Riches".

These games include accumulating bonus function, so once the player gets close to launching the bonus function by betting with bonus money, he then switches to real money balance and receives the winnings onto real money balance.

We will gladly provide the game logs of this player and his accompanying accounts, that used the same very device, IP and method of bonus abuse.

Best regards

First of all, I was accused of having several accounts. I have one account. And I'd be happy to see what the associated accounts are and who else has been playing from my device and IP address. It's just a laugh. It is as if a person is tried for some crime, and when there is no evidence, then something else is attributed.

Першочергово мене звинуватили в тому, що я маю декілька акаунтів. В мене один акаунт. І я з радістю подивився б, що це засупутні облікові записи і хто ще грав з мого пристрою та IP-адресу. Це просто сміхота. Це наче людину судять за якийсь злочин, а коли доказів немає, то приписують щось інше.

Hello Nick,

We would be happy to provide all the necessary evidence upon the request.

Kind regards

I did not understand. Do I need to make a request? Or what? I am ready to make a request, or whatever is needed. I'm waiting for evidence more than the last season of game of thrones. I'm waiting for gg.bet. "Device" "IP addresses" etc. Well. Where is your evidence? Where are these devices, addresses.??? If you're right, what's the problem?

Я не зрозумів. Мені потрібно зробити якийсь запит? Чи що? Я готовий зробити запит, чи що там потрібно. Я чекаю доказів більше ніж останній сезон гри престолів. Я чекаю гг.бет. "Пристрій" "IP-адрес" і т.д. Ну. Де ваші докази? Де ці пристрої, адреси.??? Якщо ви праві, то в чому проблема?

Dear egulol07

Please kindly consider the reason your account got blocked:

"When playing with bonus funds it is strictly prohibited to excessively postpone any game rounds, namely free spins and bonus games. Failure to comply with this rule leads to the voiding winnings and forfeit of the active balance in the account.

When playing with an active bonus it is prohibited to use any strategies aimed at fulfilling the bonus wagering requirements, including collecting scatters to get free spins using the bonus balance and subsequently to receive free spins to the real balance. If we have reasonable grounds to believe that the player is using such strategies, then the Administration reserves the right to void all the player’s winnings"

Hope this clarifies.

Kind regards

I didn't know it was forbidden. The rules are rather vague and not clearly described. I'm still waiting for proof that I have multiple accounts. This is exactly what I was accused of. This is what caused my account to be blocked and my money stolen. Where is the evidence, gg.bet?

Я не знав, що це заборонено. В правилах досить туманно і не зрозуміло описано. Я все ще чекаю доказів, що у мене декілька акаунтів. Саме в цьому мене звинуватили. Саме це стало причиною блокування акаунту і крадіжки моїх грошей. Де докази, гг.бет?

Dear sir,

The reason your account is blocked is due to violating the Bonus T&Cs, as mentioned above.

As per multi-accounting - the same device, IP and gaming patterns were found on several more players.

Kind regards

In which players? Answer specifically. You lied to the client (me) with your rotten tongue. You are a serious company. You don't understand that you have to have proof if you accuse. I repeat, first of all I was accused of multi-accounting. There was no mention of a bonus. The fact that someone plays according to a similar principle does not mean anything. And only I played and play from my device and IP address. And only from your account. How long will I have to wait for evidence? Stop the tongue-lashing. EVIDENCE.

В яких гравців? Конкретно відповідайте. Ви набрехали на клієнта (на мене) своїм гнилим язиком. Ви ж серйозна компанія. Ви не розумієте, що потрібно мати докази, якщо звинувачуєте. Повторюсь, першочергово мене звинуватили в мультиакаунтингу. Про бонус ніякої мови не було. Те що хтось грає по схожому принципу, ще нічого не означає. А з мого пристрою і IP-адреси грав і граю тільки я. І тільки зі свого акаунту. Я ще довго буду чекати доказів? Хватить тріпати язиком. ДОКАЗИ.

Dear GGBet,

Please forward the evidence to nikolas.b@casino.guru.

Regards

Hello Nick,

The proofs were provided.

Kind regards

We are currently checking the proof and requested additional information from the casino. Will get back as soon as possible.

Dear egulol07,

After checking all the evidences received from the casino, we will be now forced to reject the complaint. I'm really sorry that we could not help you more but as long as you breach the casino terms, there isn't much we are able to do.

Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick