GG.BET Casino - Das Konto des Spielers wurde wegen angeblicher Bonusverstöße geschlossen.

Hello friends of Casino Guru.

I am making this complaint out of great concern.

When searching their forum for a casino that is reliable and offers good promotions, I found GGBET, which has a very good rating.

I decided to use the welcome bonus, which consists of 4 bonuses for the first 4 deposits, and I deposited a total of 990 euros.

Having already lost the bonuses, I played a cash game and was awarded €1,400. Very happy to reach the €3,000 cash balance, I decided to withdraw. The next day, I entered the casino and was blocked, according to them for violating the bonus terms and conditions. I have read them carefully and cannot find a reason why they would block me and retain my entire balance.

I ask you to please help me by interceding because I believe this has been a complete injustice and a very inexplicable measure by the casino.

I look forward to your response.

Greetings.

Hola amigos de casino Guru.

Pongo esta queja muy preocupado.

Al buscar en su foro un casino que sea confiable y con buenas promociones he llegado a GGBET que tiene muy buena puntuación.

Ya decidido quise usar la bonificación de bienvenida que consta de 4 bonos para los primeros 4 depósitos y he depositado un total de 990 euros.

Ya perdidos los bonos he jugado un juego de efectivo y me ha premiado con 1400 euros. Muy contento por llegar a los 3000 euros de saldo en efectivo decido hacer retiro, al otro dia entro al casino y me han bloqueado, según ellos por infringir los términos y condiciones de bonificación. los cuales he leído minuciosamente y no encuentro la razón por la cual me puedan bloquear y retener todo mi saldo.

Pido por favor que me ayuden intercediendo porque creo que ha sido una total injusticia y una muy inexplicable medida del casino.

quedo muy atento a su respuesta.

Saludos.

Dear danilamejorforeva,

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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Did the casino cite any reasons or particular rules found in the bonus terms and conditions?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me any other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for addressing my complaint. I still haven't received a response regarding my funds from GGBet Casino.

I was a player for at least a week

I learned about my account being blocked when I tried to log in to see the progress of my withdrawal.

The casino didn't mention anything about the bonus, and after reading the terms and conditions, I don't know what violation they're referring to, nor do they explain what I did wrong.

I played numerous and diverse slot machines, losing balance in some and increasing it in others.

Thank you, friends at Casino Guru. I hope I can resolve this unpleasant experience at GGBET.

Gracias por atender mi queja, aún no recibo respuesta de mis fondos por parte del casino GGBet.

Fui jugador por al menos una semana

Me enteré del bloqueo de mi cuenta al intentar ingresar para ver el proceso de mi retiro.

El casino no mencionó nada sobre la bonificación y leyendo los términos y condiciones no sé a qué infracción se refieren y tampoco ellos me explican que hice mal.

Jugué diversas y numerosas tragaperras, en algunas perdí saldo y en otras aumentó.

Gracias amigos de casino Gurú. Espero poder solucionar esta mala experiencia en GGBET.

Thank you very much, danilamejorforeva, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear danilamejorforeva,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a GGBet Casino representative to join this conversation and participate in resolving this complaint.

Dear GGBet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

Thank you for your message.

Following a thorough investigation, we would like to inform you that the account associated has been permanently blocked due to a serious violation of the casino's Bonus Terms and Conditions.

The violation is related to non-compliant use of promotional bonuses with the aim of obtaining undue financial advantage, which is strictly prohibited by our platform’s rules. We would like to stress that all users agree to our Terms & Conditions upon registration, and the bonus rules are clearly stated on our website. In accordance with the Casino's Bonus Terms and Conditions, Point 22:

"While playing with an active bonus, the use of any strategies aimed at fulfilling wagering requirements is prohibited, including collecting Scatters using the bonus balance to obtain free spins, which are then played on the real balance. If we have reasonable grounds to believe such strategies are being used, the Company reserves the right to cancel all winnings and block the account."

In addition, we refer to Clause 10.5 of the General Terms, which states:

"We reserve the right, without prior notice, to deny users access to the Site and to block their accounts if they are suspected of fraudulent activity. In such cases, we are under no obligation to refund or compensate any funds available on such accounts. Furthermore, we reserve the right to report any unlawful activity to the relevant authorities. Players are required to cooperate fully with us during such investigations."

As such, and in full compliance with the Terms & Conditions accepted by the user upon registration, no refunds — including deposits — will be processed, and all funds on the account will remain permanently blocked.

We understand this may not be the expected outcome, but we must uphold the rules to ensure fair play and integrity across our platform.

Best regards,

GG.BET Team

That's not true. I won the amount in a cash game without using a bonus, much less improperly. I met all the bonus terms, and the game paid me a big win, which is what they don't want to pay out. If it had been a bonus, it wouldn't have been a jackpot. And I have the game's backing for the payment.

What I believe about this casino is that it doesn't want to pay out the jackpot I won in a SINGLE PLAY, and it has nothing to do with the bonus, since it was played with cash.

Eso no es cierto. Yo he ganado el monto con un juego de efectivo sin el uso de un bono y menos indebidamente. He cumplido todos los términos de bonificación y el juego me ha pagado un big win que es lo que no quieren pagar. Si hubiese sido provecho de bonificación no hubiese sido un jackpot. Y tengo respaldo del juego que me ha pagado.

Lo que yo creo de este casino es que no quiere pagar el jackpot que me gane que fue en UNA SOLA JUGADA. y nada tiene que ver con la bonificación pues fue jugado con efectivo.

Dear GGBet Casino,

Thank you for your response and the information you have provided. Could you please provide us with evidence of such accusations? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hi Stefan,

As requested, all relevant evidence regarding the player’s activity has been submitted.

Dear danilamejorforeva,

We have identified that you have abused our bonus programs to obtain additional funds.

This is a direct violation of our website’s Terms and Conditions.

As a result, your account has been permanently blocked.

This decision is final and will not be reconsidered.

Best regards,

GG.BET Team

GGbet Casino.

How easy it is to say that the terms and conditions were violated and not prove it.

I asked for an explanation of a certain violation, and all they did was say that I violated the terms, but how?

By blocking my account, they don't let me access all the bets I made on the game (which were a lot and in cash) before winning that jackpot and to gather more evidence that it wasn't misused.

It's clear to me that they don't want to pay out the winnings, perhaps because it's a first-time withdrawal, or for some reason. But their response and the lack of verification of what they're accusing me of is regrettable. I truly feel scammed.

Casino GGbet.

Que fácil es decir que se violaron los términos y condiciones y no comprobar aquello.

He pedido que me expliquen cierta infracción y no han hecho más que decir que viole los términos pero, ¿como?.

Al bloquear mi cuenta no me dejan acceder a todas las jugadas que hice en el juego(que fueron muchísimas y en efectivo) antes de ganar ese jackpot y a recaudar más pruebas de que no se hizo mal uso.

Me queda claro que no quieren pagar las ganancias, quizás por ser un primer retiro o no sé porqué razón. Pero es lamentable su respuesta y que no comprueben lo que están acusando. Yo me siento estafado realmente.

Dear danilamejorforeva,

We have received information and evidence from the casino representative. We believe that the casino acted within its terms and conditions, and therefore, your account will remain closed and your funds confiscated. Due to sensitive information, we cannot disclose more information about the case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.