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My account at GGbet Casino was closed and my balance of 2600 USDT was confiscated.

The casino stated that my account was allegedly linked to multiple accounts. I strongly deny this allegation. I have only ever created and used one account at GGbet and have never operated or accessed any additional accounts, directly or indirectly.

The casino did respond to my inquiries, however, they did not provide any concrete evidence or specific explanation to support the claim of multiple accounts. I only received a generic response referring to their Terms and Conditions.

I believe that the decision to close my account and confiscate my funds is unjustified. I fully complied with the casino’s Terms and Conditions and did not engage in any prohibited activity.

I am requesting either:

- the return of my confiscated balance of 2600 USDT, or

- a clear and detailed explanation supported by evidence proving the alleged multiple account violation.

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.

If anything seems suspicious, contact us directly.

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Dear Asylhan,

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 that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• What types of games did you play at this casino?
• 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,

Veronika

I made a $1700 deposit and placed a bet on the Europa League — Aston Villa vs Salzburg, Over 2.5 goals. The bet won. After that, I played a bit on the tables, and that was it.

Yes, I used a VPN, because the website was not accessible from my IP address.

I fully completed KYC. I uploaded all the photos and documents that were required.

I did not take any bonuses. I have not made any withdrawals yet. I was playing with real money only.

Yes, my friend registered on your website, and his account was also blocked. He was told that it was supposedly the same person. This is not true — we played from different computers and from different locations. At the moment when my friend registered on your website, my account was not blocked. There was absolutely no reason or motivation for me to register a second account when I could freely play on my own. I did not take any bonuses, and neither did my friend. Our bets and games were different, and we placed them at different times. I am honestly shocked at how you simply confiscated both the winnings and the deposit. This is just terrible.

Did you receive any confirmation from the casino that the multiple accounts identified by their system belong to you and your friend?

Have you and your friend ever used the same device to register or log into your casino accounts?

Have you used the same payment method to deposit funds into both accounts?

What types of games did your friend play?

1. No, we did not receive any such confirmation. This is my assumption, since both my friend and I were blocked for the same reason.

2. No, we did not log in from the same device.

3. The deposit methods were, of course, from different wallets — I used my own and he used his. The currency, however, was the same: USDT.

4. He placed live bets on UFC and also played some slot game. I placed bets on football, specifically on the Europa League. The bets were made on different days and did not overlap in any way.

Hello Asylhan,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Asylhan

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, Peter (peter.c@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,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Hello there,

Thank you Asylhan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GGBet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings were confiscated.

Thank you!

Hello Peter!

Thank you for the opportunity to respond to this complaint.

We have provided all the necessary details and explanations regarding this matter.

Thank you for your consideration!

Thank you for providing me with the information GGBet Casino representative. I have responded to your email and I await your response!

Dear Asylhan, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello Peter!

In our two previous emails, we provided a detailed response and all the necessary information regarding this case.

We would appreciate it if you could review them!

Thank you for providing me with the information GGBet Casino representative. I have responded to your email and I await your response!

Dear Asylhan, I will keep you updated about any new developments. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for providing me with the information GG.BET Casino representative.

Dear Asylhan, the casino has provided me with the reasoning for the closure of your account. However, due to the casino's privacy policies, they are not allowed to share information regarding your account without your explicit consent. With this in mind, we kindly request that you provide us with a written confirmation in this thread that you authorize the transfer of your personal information for the complaint resolution. Thank you in advance for your cooperation!

yes, I allow the transfer of personal data

Thank you for providing me with the information GG.BET Casino representative.

Dear Asylhan, the casino has provided me with evidence that you have used the same documents to attempt to verify two accounts. It is an industry standard that each person may only operate one account in their name. As your activity clearly constitutes a violation of this policy we consider the steps the casino has taken to be justified. Thank you for your understanding.

Kind regards,

Peter