GemBet Casino - Hráč čelí nepodloženým obviněním a nepřiměřeným bonusovým podmínkám.

Went on to gembet to play some casual games of roulette one day, saw their 100% bonus and did not think too much deposited 100 dollars and came back with 200 from the bonus. Did not think too much and went and play a few games of baccarat and roulette, went from 200 to 20 and went on a spree all the way to 1200. Wanted to cash out. Told me theres a rollover of 7200. 7200 of 200. 36x rollover. Ok sure went and play alot more games with lower bets and just to clear my rollover. Once cleared ready to cashout, bam told me I had multi accounts.?????? We all know how the rest of the story goes. Not to mention their absurd turnover.

And their calculation of bonus are ridiculous would have never play if i read. Its ( Deposit + 100% Bonus) × 36 = Bonus. Your initial play money becomes bonuses balance too, what a joke of a site. Much upset playing on it never would play again. Had to roll 7200$ for a 100$ bonus, best part is accuse you of multi accounts.

Asked for proof and could not provide evidence keep hitting around the bush. Cant believe a casino can go so petty over bonus winnings. Joke of a casino

Dear timoheheheh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Have you withdrawn any winnings from this casino in the past?
• Was your account previously verified?

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

From what I understand, I have no other accounts under the same email there. I have check my email it is my only account there, as for ip address, im currently using a vpn to access it. My account is verified, I have uploaded my Bank statement to the casino. I have not won and withdraw any money from the casino, it was my first time winning as i played casually, was unfortunate my first win ends like that. As for device not possible, i had a switch of phone and has only gone on the site for the first few times myself.

They kept replying the same thing not answering my question.

really questionable.

Hi CasinoGuru, any update on the matter

Thank you very much, timoheheheh, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello timoheheheh,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear GemBet Casino,

Could you possibly provide additional information regarding the accusations regarding multiple accounts and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

Dear timoheheheh,

I am in contact with the casino internally. I will let you know here with any updates.

Hey casinoguru, thanks for the follow up.

Dear timoheheheh,

I need more time to investigate, that's why I am setting another timer. I will let you know here with any updates.

Thank you Michal. Really appreciates you and the team putting in the effort for us little guys here. Whatever the outcome is I thank you on behalf of us players here.

Dear timoheheheh,

I am in contact with a casino representative. Currently, we are waiting for an update from the casino regarding your case. I will keep you updated with any new information.

Dear timoheheheh,

I have been informed that you have come to a conclusion with the casino and they refunded you your deposit. Could you comment on this?

Dear timoheheheh,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.