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Unjustified account closure and confiscation of remaining winnings (approx. $3,000) by GGBet

Description: I am filing a formal complaint against GGBet for the arbitrary blocking of my account and the confiscation of my remaining winnings under the false accusation of "multi-accounting."

Case Summary: My total balance was approximately $8,600. The casino had already processed several withdrawal requests and paid out a significant portion of my winnings. However, while I was attempting to withdraw the remaining balance—which I estimate to be around $3,000—GGBet suddenly froze my account. Since I am now blocked from logging in, I cannot confirm the exact final cent, but the casino is withholding a substantial sum.

I strongly dispute these allegations based on the following points:

1. Strategic Blocking During Ongoing Withdrawal: The casino had no issues with my identity or gameplay while they were paying out the first few thousand dollars. It is highly inconsistent and suspicious that "decisive evidence" was only suddenly discovered when it came time to pay the final portion of my balance. This appears to be a calculated move to minimize their total payout.

2. Subjectivity of "Playstyle" and Promotions: The support agent cited "similarities in playstyle" as evidence. I was participating in a specific, high-value promotion offered by GGBet. Naturally, rational players adopt similar betting patterns and game choices to fulfill wagering requirements efficiently. Following a popular strategy for a specific offer is common behavior among many unrelated players and cannot be used as proof of a Terms of Service violation.

3. Flawed Technical Evidence (Crypto & Device):

Payment Information: I deposited via USDT (ERC20). In the cryptocurrency ecosystem, transaction paths through certain gateways or exchanges can show similarities. GGBet has failed to provide any proof that my private, individual wallet is linked to any other account.

Device & Location: They cited my device (Android/OPPO) and location. These are generic identifiers used by thousands of people. Similarity in hardware is not a valid ground for confiscating funds.

4. Refusal of Final Verification (Video KYC): To resolve any doubts, I explicitly offered to undergo a Video KYC interview to prove that I am the sole owner of the account and to explain my gameplay. GGBet flatly refused this, stating it was "unnecessary." If the casino were acting in good faith, they would have accepted this high-level verification to confirm the truth.

Conclusion: I have never shared my account or device with anyone. I am an individual player. I request CasinoGuru to mediate this dispute and ask GGBet to:

Provide a full statement of my remaining balance.

Provide undeniable, objective proof of their claims to an independent party.

Release my remaining funds (approx. $3,000) after allowing me to complete a video verification.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear miyasumin91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

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,

Attila

Dear miyasumin91,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of miyasumin91. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous message?

Thank you in advance for your reply.

No, there is no way a family member registered on this site. No one else but me plays at casinos.

I played using an activated bonus.

After registering, there was a great bonus available, so I activated it and played.

I believe it was called the "Marathon Bonus."

I had already made several withdrawals, and my account was blocked when my remaining balance had dropped to less than half.

Also, there was a significant amount of time between playing and the withdrawals, so my memory of the details is a bit hazy.

I think I was probably playing slot games.

Thank you for your response. To better understand your situation, please allow me to ask you a few questions:

• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you in advance for your reply.

Best regards

Attila

Dear miyasumin91,

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.