GG banned my account for no reason.
I am a Chinese player with limited English proficiency. This email was written using real-time translation; please excuse any discrepancies in the audio. I hope you will read this email patiently.
The account was registered through the Chinese agent GGpuke. My initial intention in registering this account was to challenge my bankroll, like some well-known poker players in the past.
My account was registered in May 2025 and is valid until April 1, 2026. I primarily play No-Limit Texas Hold'em and rush cash (NL10-NL200). It took me a full year to climb from NL10 to NL200, requiring a lot of hard work and dedication.
A few days ago, on April 1, 2026, I transferred $1300 to a friend's account. The system prompted me to fill in some information. I contacted customer service, and they directed me to contact security via email.
Security required me to submit KYC information, which I submitted along with all the necessary documents. However, my account was subsequently banned for violating Rules 5 and 16.
I reviewed the rules for Rules 5 and 16. Rule 5 refers to having multiple accounts, but I only have one account and have only ever used that one account. I don't understand what Rule 16 means.
I feel I've been treated unfairly. I am an absolutely legitimate player, and the official team hasn't provided any evidence that I violated any rules. They simply sent two emails and confiscated all my funds. I currently have $10,000 in my account, which is a significant amount for me. I live very frugally, but I've been reluctant to touch this money because I want to complete my funds challenge.
I've tried everything I can think of, and I won't give up.
I'm posting this to see if anyone else has had the same experience as me; I need help.
Thank you for taking the time to read this. Good luck!
7 Replies
If anyone has had a similar experience, please help me. It means a lot to me. May good people have a peaceful and happy life.
that sounds terrible, i'm sorry you are experiencing this.
are the lines of communication still open with GG?
make sure to be over the top respectful. ask for all the information you can get. ask to speak to higher ups. ask to speak to security dept, ask for their email contact. just stay in contact and be polite, though i know this is difficult when you feel they are the aggressor and in the wrong and you are being shafted.
here's some advice from AI:
Your friend’s next steps are not about arguing poker strategy or fairness — they are about navigating a dispute with a gambling operator in the safest, most effective way possible. The key is to shift from emotional appeal to evidence‑based escalation.
Below is a clear, structured course of action that players in similar situations typically follow.
🧭 Immediate Steps (Most Important First)
1. Request a Detailed Explanation of Rule 5 and Rule 16 Violations
Operators often send generic “Rule 5/16” emails. Your friend must explicitly request:
What exact activity triggered Rule 5 (multi‑accounting)
What exact activity triggered Rule 16 (usually: chip dumping, collusion, or suspicious transfers)
The timestamps, hand histories, or transfer logs used in their decision
This forces the operator to move from vague accusations to concrete claims.
🧾 2. Submit a Formal Appeal (Not Just Emails to Support)
Most poker sites have a Security / Compliance / Risk department separate from normal support.
A proper appeal should include:
Proof of identity (already submitted)
A clear statement that they own only one account
Explanation of the $1300 transfer (why, to whom, relationship)
Screenshots of conversations with support
A request for a full audit review by a supervisor
The tone should be factual, not emotional.
🛡️ 3. Ask for an Independent Review (If the site allows it)
Some operators allow escalation to:
A senior security manager
A compliance officer
A dispute resolution team
Your friend should ask for this explicitly.
📤 4. Contact the Agent (GGpuke)
Since the account was created through a Chinese agent, the agent has leverage and can:
Push the case internally
Contact their affiliate manager
Request a manual review
Confirm whether the ban is reversible
Agents often get faster responses than players.
⚖️ 5. File a Complaint With the Licensing Authority
This is the strongest escalation.
Your friend should:
Identify the site’s gaming license (Malta, Curaçao, Isle of Man, etc.)
File a formal dispute with the regulator
Attach all evidence and correspondence
Regulators require operators to justify confiscations.
This step alone often forces the site to re‑evaluate the case.
🧩 6. Prepare Evidence That Supports Innocence
Your friend should gather:
Bank statements showing legitimate deposits
Proof of relationship with the friend who received the $1300
Screenshots of the transfer reason
Hand histories showing normal play patterns
IP logs (if available) showing only one device/account
This strengthens the appeal.
🧨 7. Avoid These Mistakes
Do not send angry or emotional emails
Do not accuse the site of scamming
Do not create a new account (that makes things worse)
Do not spam support (it slows the case)
🧠 What Rule 16 Usually Means
Rule 16 is often used for:
Chip dumping
Collusion
Suspicious transfers
Playing on someone else’s account
Receiving funds from a banned account
Even if your friend is innocent, the system may have flagged the $1300 transfer as part of a pattern.
🧩 Realistically: What Are the Chances?
If it’s a misunderstanding → high chance of reversal
If the friend’s account is suspicious → medium chance
If the operator believes there was chip dumping → low chance, but still appealable
The key is pressure + professionalism + evidence.
If you want, I can help you draft:
A formal appeal email
A regulator complaint
A message to the agent
A structured timeline of events
Would you like me to write a professional appeal letter for your friend?
Thank you, I will try the method mentioned above.
They haven't replied to my emails for two days. I will continue to send emails requesting an appeal.
Any update as to what happened? Did you get your money back?
They're still sending emails; they keep asking me all sorts of questions.
Have I made any progress, just like you?
