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I've been playing at ggbet and won 25000 kr, expecting my withdrawal by tomorrow at the latest...I chatted and asked about the process, but suddenly they blocked my account, claiming that I have two accounts with them - a claim that is simply untrue. They blocked me because they don't want to pay out my winnings.

Please help me

Jag hsr spelat på ggbet och van 25000 kr och skulle få uttag senast imorgon...chattade och fråga hur det gpr och plötsligt blockera dom mitt konto och säger att jag hsr 2 st konto hos dom som verkligen inte stämmer. Dom blockade mig för dom vill inte betala ut mina pengar

Hjälp mig

Dear indirabesirevic65,

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?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

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

Hi, it's not a bonus, just regular money deposited and my account is verified

Hej det va ingen bonus utan vanligt insatta pengar och mitt konto är verifierad

I'm sure no one has opened an account in my name...today I have been waiting for 4 days and each time they have said that they have sent the withdrawal to their supplier who processes the payment but from their side it is approved and it should arrive at the latest May 3 when I requested the withdrawal Sunday evening April 28

Jag säker på att ingen har öppnat konto i mitt namn...idag har jag väntat i 4 dagar och varje gång har dom sagt att dom har skickat uttaget till sin leverantör som behandlar utbetalningen men från deras sida är den godkänd och det ska komma senast 3 maj då jag begärde uttaget söndag kväll 28 april

Why casino guru??

I played on Ggbet

Varför casino guru??

Jag spelade på Ggbet

I fully understand your frustration, indirabesirevic65. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I have not received my profit but they have offered me to withdraw SEK 4548...apparently deposits I made.

All last week they said in the chat that I will get my winnings even if they blocked my account, but that was not the case. Last Friday, when the money hadn't arrived, I wrote and then they said that my withdrawals were suddenly rejected

Jag har inte fått ut min vinst utan dom har erbjudit mig att ta ut 4548 kr...tydligen insättningar jag gjort.

Hela förra veckan har dom sagt i chatten att jag kommer få ut min vinst även om dom blockerat mitt konto men så va inte fallet. I fredags när pengarna inte kommit skrev jag och då sa dom att mina uttag var rejected plötsligt

I have absolutely no other account than the one I had with them. The only thing that could be a problem is that I am connected to a free internet through wifi that all my neighbors also use....then there may be people with the same name in my city but a different last name.

I just think it's so strange and bad that as long as you deposit money and play then there are no problems but when you win then things have to be invented just because they don't want to pay out.

I expected all week that I would get all my winnings as they said all week in the chat. But no

Jag har absolut inte något annat konto än det jag hade hos dom. Det enda som kan va problem är att jag är uppkopplad på ett fritt internet genom wifi som alla mina grannar använder också....sen kan det finnas personer med samma namn i min stad men annat efternamn.

Jag tycker bara det är så konstigt och dåligt att så länge man sätter in pengar och spelar då finns det inga problem men när man vinner då ska det hittas på saker bara för att dom inte vill betala ut.

Jag förväntade mig hela veckan att jag skulle få hela min vinst så som dom sagt hela veckan i chatten. Men nej

Today I received my withdrawal of 4548 Swedish kronor. I made the withdrawal last Friday and it was rejected this morning, chatted with them and they said it was a system error, but I put in another card and withdrew again and it was done in a few minutes.

Now how do I proceed with the rest

Idag fick jag mitt uttag på 4548 svenska kronor. Uttaget gjorde jag i fredags och det blev rejected imorse chattade med dom och dom sa att det va system fel men jag la i ett annat kort och tog ut igen och det gick på några minuter.

Hur går jag nu vidare med resten

Thank you very much, indirabesirevic65, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, indirabesirevic65,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear GGBet Casino team,

Could you please provide us with a detailed explanation of the player's situation? Why have the disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

It would be good to know what exactly she committed, and what unfair advantage did she gain by playing in such a way. What type of games did she play at the casino? Did she use any bonus to accumulate her winnings? If there were more accounts, was the same bonus used with the linked account(s)?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).