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After 3 years as a regular customer and almost daily deposits, I wanted to pay out €100 for the first time and suddenly had to do a KYC check again.

After several days of chat support and stalling for 1 week, my account was suddenly blocked and all my money was withheld.

Nach 3 Jahren Stammkunde und fast täglichen Einzahlungen wollte ich das erste mal 100 € auszahlen und und musste plötzlich wieder eune KYC Prüfung machen.

Nach mehrtäglichem Chat support und 1 Woche hinhalten wurde mein Konto plötzlich gesperrt und mein gesamtes Geld einbehalten.

Dear mdurau888,

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. Could you please advise if you’ve completed the account verification successfully and if yes, how long ago? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I wanted to verify my account even though my account was already verified back then and I asked for help from support because I don't have an ID card at the moment.

Then all of a sudden my account got blocked.

I deposited a lot of money..

My balance was mixed with and without bonuses I think.

I can't see my account it's blocked.

I just got an email like this.

Ich wollte mein Konto verifizieren obwohl mein Konto damals schon verifiziert wurde und hab Hilfe im Support gesucht da ich keinen Personalausweis hab gerade.

Dann wurde plötzlich mein Konto gesperrt.

Ich habe viel Geld eingezahlt..

Mein Guthaben war gemischt mit und ohne Boni denke ich.

Ich kann mein Konto nicht einsehen es ist gesperrt.

Ich habe nur so eine Mail erhalten.

Dear mdurau888, thank you for your prompt response. From the forwarded screenshot, it appears that your account has been blocked due to allegations of misusing bonus privileges. I would like to kindly request if you have any information or insight into what may have caused this accusation. Thank you for your assistance.

I deposit there almost every day for years and have never paid out.

I was the perfect customer.

I have never cheated on anyone.

They stalled for 1 week and then wanted a repeated KYC exam.

I have not received any information.

Suddenly my money was stolen and my account blocked.

If this isn't cleared up early next week, I'll hire a lawyer who specializes in these crimes.

Ich zahle dort Jahre lang ein fast täglich und habe nie ausgezahlt.

Ich War der perfekte Kunde.

Ich hab nie jemanden betrogen.

Die haben 1 Woche Zeit geschindet und wollten danach eine wiederholte KYC Prüfung.

Ich habe keine Info bekommen.

Plötzlich wurde mein Geld geklaut und mein Konto gesperrt.

Wenn das nicht Anfang nächste Woche geklärt wird schalte ich einen Anwalt ein der sich auf diese Verbrechen spezialisiert hat.

Thank you very much, mdurau888, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear mdurau888,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite GGBet Casino to the conversation to participate in the resolution of this complaint.

Ok

Dear mdurau888,

The reason for blocking was the fact that you created a duplicate account, which was registered at neek***@gmail.com, where you used the no deposit bonus for registration, which is prohibited by the site rules.

The fact of this violation is confirmed also by the fact that in the screenshot of your Skrill account there is the email I mentioned above.

Kind Regards

A friend had opened an account on my cell phone a long time ago.

I recruited him and said you guys are trustworthy.

I myself have only ever paid into my account.

Almost every day for several years.

I never deposited into the neek account of the friend I brought to you guys and referred.

Or exchanged any bonuses.

If someone tries to deceive me here, hire a lawyer who specializes in such cases.

The casino also does not have a valid license in Germany and I would like to clarify this quickly and discreetly without going public

This screenshot has nothing to do with cheating and I only made my bonuses and real money winnings on my account.

Among other things giropay used by my house bank.

Registering here one day before the deadline is also not serious.

If anyone tries to scam me here, I will hire a gambling attorney.

Ein Freund hatte vorlanger Zeit mal ein Konto auf meinem Handy eröffnet.

Ich hatte ihn angeworben und gesagt das ihr vertrauenswürdig seid.

Ich selber hab immer nur auf mein Konto eingezahlt.

Seid mehreren Jahren fast täglich.

Ich habe auf dem neek konto von dem Freund den ich zu euch gebracht und angeworben habe nie eingezahlt.

Oder auch irgendelche Boni getauscht.

Wenn versucht wird mich hier zu betrügen schalte einen einen Anwalt ein der auf solche Fälle spezialisiert ist.

Das Casino verfügt zudem über keine gültige Lizenz in Deutschland und ich möchte das bitte schnell und diskret klären ohne öffentlich zu gehen

Dieser Screenshot hat nichts mit Betrug zu tun und meine Boni und echtgeld gewinne habe ich nur auf mein Konto gemacht.

Unteranderem giropay benutzt von meiner Hausbank.

Sich einen Tag vor Ablauf der Frist hier zu melden ist auch nicht seriös.

Wenn versucht wird mich hier zu betrügen schalte ich einen Anwalt ein der auf Glücksspiel spezialisiert ist.

Hi all,

Thank you for your replies.

Dear mdurau888,

Which account was created first?

My account of course.

I had him create an account from my cell phone and recruited him.

I also never did any bonus tricks.

All winnings are legitimate. It has been made to my account and my payment methods.

Mein Konto natürlich.

Ich hatte ihn von meinrm Handy ein Konto machen lassen und ihn angeworben.

Ich hab auch nie irgendwelche Boni Tricks gemacht.

Alle gewinne sind rechtmäßig. It meinem Konto und meinen Bezahlmethoden gemacht worden.

Thank you mdurau888.

Dear GGbet Casino team,

Was there ongoing activity on both accounts since they were opened? Could you send me the player logs (peter.m@casino.guru)? All sensitive information can be blurred out, of course.

Hello all,

Yes, the account that was opened on the email in the complaint was actively playing. The second account also played, received a no deposit bonus.

I sent the information by email.

Kind Regards

The account with the no deposit bonus that belongs to the friend I referred has nothing to do with the disputed amount and that was a very long time ago.

My account with which I have paid in almost every day for years and where my money is. It's the only place I deposit.

Das Konto mit dem Bonus ohne Einuzahlung das dem Freund gehört den ich angeworben habe hat ja aber nichts mit mit dem Streitbetrag zu tun und das ist sehr lange her.

Mein Konto mit dem ich Jahre lang fast täglich einzahle auf dem mein Geld ist. Ist das einzigste wo ich einzahle.

Dear GGbet Casino team,

I replied to your email and asked some additional questions.

We have reviewed our decision to block the account. The account has been unblocked. Meanwhile the account that we consider to be a duplicate account remains closed.

Dear mdurau888, you can continue the process of verification. The details are in the messages on the site.

Kind Regards

Thank you GGbet Casino team for reconsidering.

Dear mdurau888,

Please let me know if we can consider the issue to be resolved.

Dear mdurau888,

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.

hello sry My account is free and unfortunately money wasted. I will verify the account next week and let you know if everything worked.

Hallo, sry. Mein Konto ist frei und Geld leider verspielt. Ich werde das Konto nächste Woche verifizieren und bescheid geben ob alles funktioniert hat.

Hi all,

Thank you for your replies.

Dear mdurau888,

I'm glad to hear that your account was unblocked. On the other hand, it's a pity that the winnings were lost. Since the primary issue was resolved, I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter