GG.BET Casino - Играчът има проблеми с потвърждаването на акаунта.

Good Casino Guru

I'm afraid I've been scammed badly. After a long losing streak, I managed to win a little bit on GGbet. My balance increased to around €10,000. After this, GGbet started a crazy KYC process. Even though I had already completed this once. I sent them proof of my payment methods, ID, two separate ID selfies with different messages. After this, I was asked to complete a Zoom call, where they asked me about my deposits, playing and many, many different questions. You can see more about this call in the conversation with their customer service that is attached here.

I think I answered everything they asked correctly. I couldn't remember a few things like when I last made a withdrawal from the casino because I play at so many casinos at the same time. I answered everything correctly related to my gambling and my money and somehow they claim they couldn't verify me and took my winnings. I'm 100% sure I've been scammed. Can you help me verify myself as a user? If this isn't a scam, then there must have been some miscommunication or misunderstanding.

Hyvä Casino Guru

Pelkään että minua on nyt huijattu pahasti. Pitkän häviö putken jälkeen onnistuin voittamaan hieman GGbetillä. Saldoni nousi noin 10 000€ asti. Tämän jälkeen GGbet aloitti hurjan KYC prosessin. Vaikka olin jo kertaalleen suorittanut tämän. Lähetin heille todisteet maksu tavoistani, IDn, kaksi erillistä ID selfietä eri viestien kera. Tämän jälkeen minua pyydettiin vielä suorittamaan Zoom puhelu, jossa minulta kysyttiin talletuksistani, pelaamisesta sekä monen monta erilaista kysymystä. Enemmän tästä puhelusta näätte keskustelusta heidän asiakaspalvelun kanssa joka on liitetty tähän.

Teidän että vastasin oikein kaikkeen mitä he kysyivät. Muutamaa asiaa en muistanut kuten koska olin viimeksi nostanut kasinolta rahaa, koska pelaan niin monella kasinolla samaan aikaan. Vastasin oikein kaikkeen mikä liittyi pelaamiseeni sekä raha liikenteeseeni ja jotenkin he väittävät että eivät voineet varmistaa minua ja veivät voittoni. Olen sata varma että olen tullut huijatuksi. Voitteko auttaa minua varmistamaan käyttäjänä? Jos tämä ei ole huijaus, niin sitten tässä on täytynyt tapahtua jokin kommunikaatio virhe tai väärin ymmärrys.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear BROTHERBIG,

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

In order to better understand your situation and assist you effectively, I would like to ask you a few questions:

• Do you currently have access to your casino account?
• When did you complete the KYC process for the first time?
• What specific documents did you submit during the KYC process?
• What reasons did GGbet give for not being able to verify your account?

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,

Kristina

Hello,

I no longer have access to my account. Ggbet did not specify any reasons why they were supposedly unable to verify my account. Which makes no sense.

I did KYC for the first time maybe 4 months ago.

I mentioned the documents earlier, and I don't remember exactly what I sent the first time, but at least I sent these documents.

- pictures of my ID

- pictures of my Skrill and Neteller users

- Selfie ID picture where I am holding a piece of paper with a handwritten account number

- ID of another selfie where I'm holding a handwritten message

- And then this zoom call verification

Hei,

Minulla ei ole pääsyä enää tililläni. Ggbet ei tarkentanut mitään syitä miksi se ei muka pystynyt vahvistamaan tiliäni. Missä ei ole mitään järkeä.

Ensimmäisen kerran tein KYC ehkä 4 kuukautta sitten.

Mainitsin asiakirjat jo aikaisemmin, enkä tarkalleen muista mitä lähetin ensimmäisellä kerralla mutta ainakin nämä dokumentit olen lähettänyt.

- kuvat IDstäni

- kuvat Skrill ja Neteller käyttäjistäni

- Selfie ID kuvan missä pidän kädessä paperia mihin on käsin kirjoitettu account number

- Toisen selfien ID missä pidän käsin kirjoitettua viestiä

- Ja sitten tämä zoom call verification

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• When was your account closed?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

Thank you.

Hi, coin games and sports. Account was closed a week ago. I need help with this a little faster now please. I haven't used any bonuses.

Hei, kolikko pelejä ja urheilua. Tili suljettiin viikko sitten. Tarvitsisin tähän apua nyt hieman nopeammin kiitos. En ole käyttänyt bonuksia.

Have you received any explanation from the casino regarding the blocked account? Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Recent communication attached here. I feel like this was a set up. There is no way they can claim that I wouldn't be the one using the account

Dear BROTHERBIG,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello BROTHERBIG,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the GG.BET Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why has the verification process failed? You can provide me with any relevant evidence at [email protected]. If required, it will remain confidential.

Thank you in advance for providing us with your view of the issue.

Hello,

Thank you for the opportunity to respond to this complaint.

We have sent the requested information and all necessary details to the email address provided.

Should any additional information or clarification be required, we will be happy to assist further.

Dear casino representative,

Thank you for your message. I have responded to your email.

Dear BROTHERBIG,

In order for us to better understand the situation and assess the casino’s decision as fairly as possible, I would like to ask you one additional question.

If GG.BET were able to provide us with access to the video verification call, would you agree to us reviewing it as part of the investigation?

Hello,

Of course, just look. I'll just repeat that I play at many casinos at the same time so if they claim that I answered something wrong or didn't remember something, there is a logical explanation for it. I was not told the exact reason why the video verification failed and was not given the opportunity to explain myself or correct any possible misunderstandings. I was also a little nervous because in all the years that I have been playing, I have never been asked to do this and this has never happened. For example, there was no normal SOW check.

I just hope they haven't somehow tampered with the video you're showing.

Hei,

Tottakai katsokaa vain. Toistan vain että pelaan monilla kasinoilla samaan aikaan joten jos he väittävät että vastasin johonkin väärin tai en muistanut jotain, sille on looginen selitys. Minulle ei kerrottu tarkkaa syytä miksi muka video verifikaatio epäonnistui eikä näin annettu mahdollisuutta selittää itseäni tai korjata mahdollisia väärin ymmärryksiä. Olin myös hieman hermostunut sillä kaikkien vuosien aikana jona olen pelannut, minulta ei ole ikinä tällaista vaadittu eikä tälläistä ole tapahtunut. Minkäänlaista normaalia SOW tarkastusta ei esimerkiksi tehty.

Toivon vain että he eivät ole jollain tapaa kopeloineet videota minkä teillä näyttävät.

Hello everyone,

Thank you for your patience.

We require a little more time to coordinate the possibility of providing more detailed information regarding this case.

As the requested information is sensitive and strictly handled by our Security Department, we are currently exploring whether it can be shared through an appropriate alternative while fully complying with our privacy and security policies.

For this reason, we kindly ask that the complaint remain open until we are able to provide our final response.

We remain in contact and sincerely appreciate your understanding and patience.

What the hell is going on here? The verification was very simple in the end. A few pictures and one video call and it takes weeks if not months to figure this out? No normal SOW procedure or multiple documents.

Mitä ihmettä tässä tapahtuu? Verifikaatio oli loppupeleissä erittäin yksinkertainen. Muutama kuva ja yksi video puhelu ja tämän selvittämiseen menee monta viikkoa ellei kuukausia ? Ei minkäänlaista normaalia SOW käytäntöä tai useampaa dokumenttia.

Dear casino representative,

Thank you for the update, we will be awaiting your decision.

Dear BROTHERBIG,

I understand your frustration, but at this stage, let's wait for the casino representative to confirm what evidence or detailed information casino is able to provide.

Hello,

Thank you very much for your understanding!

We are currently working closely with our legal team to prepare a comprehensive and official response regarding this case.

We sincerely apologize for the delay, but we require a little more time to complete our review and provide you with a thorough response.

Thank you for your patience. We remain in contact and will provide an update as soon as possible.

Hello,

Thank you for your patience.

Please review our response at your convenience, and if you have any further questions, feel free to let us know.

Kind regards,

GG.BET Casino

Dear casino representative,

thank you for your message. In case you have tried to send any additional information to me, it seems it may not have arrived. Please try again at [email protected]

Is there any way we can speed up this process. This way it takes months waiting for the casino to respond.

Onko meillä mitään mahdollisuuksia nopeuttaa tätä prosessia. Tällä tavalla tässä menee kuukausia odotellessa kasinon vastauksia.

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 BROTHERBIG,

I can confirm we have received a response from the casino representative. Unfortunately, we were still unable to obtain the recording of the verification call, which severely limits our ability to assess this case properly.

We will now message the casino one more time, and will hopefully finalize the case after their response.

Hey, this is incredibly shady activity on their part, do you understand that now? If they weren't running a complete scam, they wouldn't have any problem figuring this out. I'm still open to trying it myself and I assure you that there is no way that my verification somehow failed. Something has gone wrong in their head or this is a real scam. How can they have such a high security rating when the level of figuring things out is this high?

Hei, tämä on kyllä heiltä uskomattoman hämärää toimintaa, kai tekin nyt sen ymmärrätte? Jos he eivät pyörittäisi täyttä huijausta ei heillä olisi mitään ongelmaa selvittää tätä. Olen edelleen avoin itse yrittämään ja vakuutan että ei ole mitenkään mahdollista että verifikaationi olisi jotenkin epäonnistunut. Joku heidän päässään on mennyt pieleen tai sitten tämä on todellinen scam. Miten heillä voi olla noin korkea turva luokitus kun taso selvittää asioita on tätä luokkaa?

Dear BROTHERBIG,

thank you for your message. In case you want to find out more about the way Safety index works, please check out this Link.

The casino currently has no unresolved complaints, which could lower their rating. Please note however, that in case we do not receive further information, we will be forced to close this complaint as such, and it will have a negative influence on this casino's safety index.

It's quite interesting that a casino that operates this way wouldn't have any unresolved complaints...but let's hope this gets sorted out. I would have happily continued playing there even though I was losing a lot.

Aika mielenkiintoista että kasinolla joka operoi tällä tavalla ei olisi yhtään ratkaisemattomia valituksia..mutta toivotaan että saadaan tämä selvitettyä. Olisin mielelläni jatkunut siellä pelaamista vaikka olin reilusti häviöllä.

Dear Martin,

Thank you for the update.

We have already provided our response via email and are responding there promptly to avoid duplicating communication within the complaint thread.

Dear BROTHERBIG,

We are sorry that this situation has left you with such an impression. We are cooperating with the Casino Guru team to help resolve this complaint as thoroughly as possible.

However, our decision regarding your account remains unchanged, as the verification process was not successfully completed. In accordance with our security and confidentiality policies, we are unable to disclose or share verification video materials or related internal data. Nevertheless, the outcome of the verification remains the same: it was not successfully passed.

Should you require any additional information or clarification from our side, we will be happy to provide it through the appropriate communication channels.

Kind regards,

GG.BET Casino

I can't accept that the verification failed because there is no reason for it. This just seems more and more like a very shady scam. You can call me again anytime.

En voi mitenkään hyväksyä että vahvistus ei muka olisi onnistunut koska siihen ei ole minkäänlaista syytä. Tämä vaikuttaa vain yhä enemmän erittäin hämäraltä huijaukselta. Voitte soittaa minulle koska tahansa uudestaan.

Dear BROTHERBIG,

we have carefully reviewed the casino’s explanation and the additional materials provided. Although we were unable to access the complete video recording, the casino provided us with a written transcript of your verification interview.

We acknowledge that some of your answers were inconsistent with the account records. At the same time, you correctly or approximately answered several important questions concerning your identity and account activity. Based solely on the transcript, the remaining inaccuracies do not provide sufficiently conclusive evidence that another person operated your account.

GG.BET has so far declined to provide the recording or offer another verification opportunity. Although we understand the casino’s privacy and security concerns, the confiscation of such a substantial balance must be supported by evidence that can be independently assessed. In our view, the casino’s written summary is insufficient for that purpose.

Before reaching our final decision, we have contacted the casino once more through a separate communication channel. We will allow them a final opportunity to reconsider their position. If they confirm that the decision will not change, we will be forced to close the complaint as unresolved due to insufficient evidence from the casino. This outcome will negatively affect GG.BET Casino’s Safety Index.

The point is clear, I really hope they come to their senses, I liked the casino until all of a sudden this started. I am still very confused and have never experienced anything like it even though I have played a lot.

Asia selvä, kovin toivon että he tulisivat järkiinsä, pidin kasinosta kunnes yhtäkkiä tämä alkoi. Olen edelleen erittäin hämmentynyt enkä ole ikinä kokenut vastaavaa vaikka on tullut pelattua paljon.

Dear BROTHERBIG,

thank you for your patience. We are still awaiting further comments from the casino - I understand you may be frustrated with the extensions, but I want to make sure there is truly no way to resolve this matter fairly.

Dear Martin,

We have not received any email from your side. Please kindly check whether the email was delivered successfully and resend it if necessary.

Previously, we provided all the information you requested, but we have not received any further response since then.

We look forward to your reply.

Kind regards,

GG.BET Casino

Dear casino representative,

thank you for your message. We are currently communicating with a casino representative via Teams. Upon checking, it is possible you have also been added to the discussion. Please check it when you are able to.

Dear Martin,

Thank you for letting us know.

We have already been informed as well and will continue the communication via Teams.

Kind regards,

GG.BET Team

Dear casino representative,

thank you for your message, we will be awaiting your response.

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 BROTHERBIG,

we have received a new response from the casino representative, I will update the thread soon.

Thank you Martin!

Dear BROTHERBIG,

thank you for your patience. I can confirm we are still in contact with the casino, and we are still trying to gather more information regarding the verification process.

Dear all,

Thank you for your patience and understanding.

We are still working internally on this case and need a little more time to finalize our position and provide you with a proper response.

We will get back to you as soon as we have everything ready.

Thank you for your understanding.

Dear casino representative,

thank you for letting us know, we hope the issue will be resolved fairly and transparently.

Dear Martin,

Thank you for your patience.

We have replied to your email in the same thread. Please check our response at your convenience.

Best regards,

GG.BET Team

Dear BROTHERBIG,

After carefully reviewing all the information and additional technical evidence provided by the casino, we have concluded that there are sufficient grounds to support the casino’s concerns regarding the ownership and operation of the account.

Please understand that this conclusion is based on the evidence as a whole, rather than the verification interview alone. Unfortunately, due to the confidential and security-sensitive nature of the materials, I am unable to disclose their specific contents publicly.

For these reasons, we have decided to reject the complaint and rule in the casino’s favor.

I understand that you may disagree with our conclusion, and you remain free to contact the relevant licensing authority if you wish to pursue the matter further.

I am sorry we could not provide the outcome you were hoping for.

Best regards,

Martin