Complaint #173 GGbet Casino

Self Exclusion request ignored account stayed open and deposits allowed

By be4fraid

10 months ago

Message on forum

Hello,

I would like to submit a complaint regarding GG.BET failing to implement my self-exclusion request.

On July 3–4, I explicitly asked GG.BET support to block my account for 1 year due to loss of control.

They asked for:

Full name

Block period (1 year)

Last deposit details

Written confirmation (“Yes, I am sure.”)

I provided all requested information.

After this, support wrote:

“We have forwarded your request to the responsible department.”

This shows that my request was accepted and escalated.

However, my account remained open and I was still able to deposit and continue gambling after the confirmed self-exclusion request.

This is a serious failure of responsible gambling procedures.

Self-exclusion must be applied immediately and must override any bonuses or promotions.

Instead of blocking my account, GG.BET later claimed that because they gave me a bonus, my exclusion was “not completed”.

A bonus cannot cancel or override a confirmed self-exclusion request.

Because GG.BET did not block my account after confirming my request, I continued depositing and losing money.

I am requesting a refund of all deposits made after July 4, the date when the self-exclusion was fully confirmed.

I can provide full email history and transaction screenshots.

Thank you.

< info account related sent to the casino >

Disputed Casino GGbet Casino

Reason Self-exclusion

Amount €820

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

10 months ago

Dear GGbet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

GGbet Casino

• Representative

10 months ago

Dear
Be4fraid,

Thank you for your request and the information you have provided.

We have reviewed the information related to your case once again. Based on the details available to us, your original request stated the absence of winnings as the reason for blocking the account. There was no indication that the request was connected to loss of control or that it should be treated as a self-exclusion for responsible gaming purposes.

After receiving your message, our colleague informed you that your request had been forwarded to the appropriate department for further review. Once the review was completed, you were offered and credited with two personal bonuses, and activity on the account continued.

We would like to remind you that under paragraph 12.2 of the Terms and Conditions, until you receive official confirmation from us that your account has been closed, you remain responsible for any actions taken in your account between the moment you submit a blocking request and the moment the Company closes the account.

For this reason, the funds used for gameplay after your request cannot be refunded.

We confirm that there were no violations of the site’s Rules on our side, and all services were provided in full accordance with the Terms and Conditions.

Best regards,
GG.BET Team

GGbet Casino Complaint Stats

Resolved 78 / 79

Avg. Amount $2,475

Avg. Complaint Duration 11 days

Avg. Response Time 1 day

GGbet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 65 out of 65 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

GGbet Casino Complaints

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Last time, withdraw all of them, mostly within 1 day, then we will get the fund. From live chat operators, I only get the same answers. Hope u can help me with this casino.

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I am filing this formal complaint against GG.BET regarding an uncredited deposit issue that has been unresolved for over 30 days.

Here are the details of the transaction:

- Casino Operator: GG.BET

- Account ID: 86323340

- Deposit Amount: 29,946 ARS (approx. $20 USD)

- Gateway Transaction ID / Payment Number: a9fdd56c-ee44-4d9f-84f6-094772caebbc

- Additional Reference: 564212e5-9383-4f65-bead-d7cf1881a2a4

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< first name removed >

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ID 41056219

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ref: 0828fee1-5cc8-4d1c-aaff-3c544f9b76ed

ref: 677ac9e0-9cd3-4dee-ae1f-c253bbcc0c50

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Receipt no.

fb013018-0c6b-40e1-a08a-8367153fbf9e

12468e83-ab0a-4d23-bb23-f7ed80051dfe

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