GG.BET Casino - Spelare har problem med kontoverifiering.

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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 kristina.s@casino.guru? 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 (martin.l@casino.guru). 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 martin.l@casino.guru. If required, it will remain confidential.

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