GG.BET Casino - Zahtev igrača za samoisključenje se ignoriše.

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.

Stay safe.

Hello,

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 we can better determine how to assist you.

• Did you inform the casino at any point about your loss of control or about suffering from gambling addiction or gambling problems at any point? Would you be able to provide evidence?
• Is your account currently closed? Have you followed up with the casino and expressed any such concerns?
• Have you successfully unsubscribed from the casino's marketing communication?
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your message.

Please find my answers below:

1. Did you inform the casino about loss of control or gambling problems?

When I requested the 1-year self-exclusion on July 3–4, I informed GGbet support that the gambling experience was negatively affecting me and that I no longer felt comfortable continuing.

This is why I specifically requested a long-term exclusion.

I also confirmed the exclusion exactly as they requested, by replying with the phrase: "Yes, I am sure."

The full conversation can be seen in the attached emails.

2. Is your account currently closed?

Yes, the account is now blocked (just checked) but only after I placed a complaint yesterday. Until then I was free to deposit/play. Now I can login but can't open any casino game. 

After my self-exclusion request on July 3–4 — and after I confirmed it with "Yes, I am sure." — the casino still allowed me to deposit and play for months, which should not have been possible.

3. Have you successfully unsubscribed from the casino's marketing communication?

Yes (I left their Discord channels and removed email subscriptions).

4. When was the last time the casino allowed you to deposit?

The casino continued allowing deposits even after my confirmed exclusion request.

The last deposit I made was on November 25, as shown in my deposit/withdrawal screenshots.

If any additional information or evidence is needed, I will gladly provide it.

Thank you for your assistance.

Kind regards,

Tomas 

Thanks for your reply.

If there is any other evidence to support your complaint where you expressed the negative impact on you, please share it with me at tomas@casino.guru

I apologize for the inconvenience.

Hello everyone!

We apologize for any inconvenience the user may have experienced.

The user’s balance has now been credited to the account in accordance with the settlement. Please proceed with the withdrawal and contact us once it is completed.

This should resolve the matter and improve the overall experience on the platform.

Our team remains available and looks forward to the successful completion of the transaction!

Hello,

A mutual agreement has been reached and the case is now resolved.

Please close the complaint.

Thank you for your assistance.

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear be4fraid,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas