GG.BET Casino - Igrački račun se zatvara nakon pobede.

The gg.bet website excels in only one aspect: sports odds. In everything else, it's a site that eliminates winning players. I registered in 2024 or earlier and had been placing bets on casino and sports since then. During that time, I accumulated losses, but I made several withdrawals and deposits without problems. I had also gone through the KYC procedure, providing all the requested documents, including proof of address, proof of payment, and a photo of my face + ID + site ID. However, at the beginning of 2026, I made a terrible mistake: I had a profitable month. The site allowed me to withdraw that amount (approximately $1200). Days later, I deposited some money to take advantage of a bonus offer available in my account. I placed some bets and soon after received an email informing me that my account was blocked and I would have to go through another KYC step, now with an interview via Google Meet. To make matters worse, none of the language options for the interview were the one I am fluent in. I then requested that my last deposit or the balance before the block be reversed, without success. So my advice is: only create an account on this site if you want to lose; if you win, they will kick you out of the game.

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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 hennmaria,

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 situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please clarify the remaining balance in your account (include the currency)?
• When did your account get blocked?
• Could you please share with me all relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

Answering your questions:

- My balance was primarily built up through sports betting, but I occasionally bet small amounts on slot machines.

- I can't give you the exact balance when the account was blocked because I no longer had any access to the logged-in area, and when the account was closed there were open sports bets on the site. On April 16th I deposited 305,019248 USDT via Binance, as per the attached receipt, and on April 17th the account was closed.

The original email I received from the platform, informing me of the access block, went to my spam folder and Gmail deleted it. Therefore, I only have the communication with support after this block, which I will forward to your email address above, as well as proof of the last transfer and the Gmail statement proving my activity on the platform (several successful withdrawals and deposits at the beginning of this year).

I am available for further clarification.

Dear hennmaria

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin, (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello hennmaria,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the GG.BET Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Would the casino be willing to restart the verification process in a different language? Alternatively, are there any other relevant circumstances preventing the verification process to be finalized?

Thank you in advance for providing us with your view of the issue.

Dear hennmaria,

We are sincerely sorry that this situation has negatively affected your experience with our platform.

We would like to clarify that video verification is a standard security procedure, and the questions asked during the interview are basic account-related questions. The purpose of this process is simply to confirm that you are the legitimate owner of the account and are familiar with its general activity and details.

Without successful verification, we cannot confirm the transparency and legitimacy of account usage, which is an important requirement under our platform's security policies and Terms and Conditions.

If you would like to continue the verification process, you are welcome to contact our Support Team again. They will assist you in completing the procedure and, if the verification is successful, restoring access to your account.

We remain available should you require any further assistance.

Dear casino representative,

Thank you for your response.

We understand the video verification is a part of the casino’s security procedure. However, the main issue in this case has not been fully addressed yet.

The player claims that the interview was not available in a language she is fluent in, which may naturally affect her ability to complete the process properly. Could you please clarify whether the player can restart the video verification in a language she understands sufficiently, or whether any alternative verification method can be offered?

Additionally, could you please clarify the current status of the player’s balance, including the last deposit made before the account was blocked and any open sports bets that may have been active at that time? Are there any particular reasons or suspicions which triggered the enhanced KYC procedures? If so, please do let me know at martin.l@casino.guru

Dear hennmaria,

In the meantime, could you please confirm which languages you would be able to complete the video verification in comfortably? Would Portuguese be okay?

Good afternoon, Thank you for your assistance. In response to my previous question, I could indeed complete the verification in Portuguese, but I'm no longer interested as I wouldn't feel secure continuing to play, knowing my balance could be blocked again at any time. I just received an email from gg.bet informing me that I could withdraw 582.10 from my account. I'm not sure if that was the balance I had on the site, as on the day the account was blocked there were open bets with higher values, as shown in the attached screenshots. However, 582.10 is better than nothing, so I accepted and made the withdrawal. Nevertheless, I do not recommend the site, as I have lost confidence in its internal transparency due to this whole situation. I am very grateful for the support provided by the Casino Guru website.

Hello hennmaria,

We sincerely regret that this situation has negatively affected your impression of our platform.

We truly value every user, and we are sorry that your experience has been impacted in this way. Identity verification is an essential part of our security procedures, and unfortunately, it is not a step that can be skipped, as it helps protect both our users and the integrity of the platform.

We can also confirm that 582.10 BRL has been successfully credited to your account. This is the current amount that has already been processed and paid out.

Thank you for your cooperation and for giving us the opportunity to respond here. We appreciate your patience and remain available should you have any further questions.

Dear hennmaria,

We understand that the situation was frustrating for you, especially given the language requirement. However, I am still happy to hear your account was unblocked, and the agreed upon amount of 582 BRL has been refunded. We would therefore also like to thank the support team over at GG.BET Casino for their cooperation and involvement in the mediation process.

We will now mark the complaint as "resolved" in our system. Thank you for your cooperation throughout the process. If you ever encounter any issues with this or any other casino in the future, feel free to contact our Complaint Resolution Center again.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable and may help other players considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru