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Hello, I've already deposited at the casino several times. And now that I've finally won something, 1800 euros, I supposedly have a second account and my account was blocked and my winnings were not paid out !!! I would appreciate help solving the problem

Hallo, ich hab schon mehrmals bei dem Casino eingezahlt. Und jetzt wo ich mal endlich was gewonnen habe, 1800 Euro, hab ich angeblich ein zweites Konto und mir wurde das Konto gesperrt und mein Gewinn nicht ausgezahlt!!! Würde mich freuen über Hilfe das Problem zu lösen

Dear Monika,

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? Have you redeemed any promotional offers in this casino in the past?

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

Yes, my ex-boyfriend also has an account that he opened where he still lived here

Ja mein Exfreud hat auch ein Konto die hat er eröffnet wo er noch hier gewohnt hat

Thank you, Monika, for your reply. Could you please advise if your winnings have been accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

The winnings were won without a bonus, and yes we have already paid in and used the bonus offer several times, but not where we won the € 1800 we played without a bonus

Die Gewinne wurden ohne Bonus gewonnen , und ja wir haben schon da öfters eingezahlt und bonusangebot genutzt aber nicht wo wir die 1800€ gewonnen habe da haben wir ohne Bonus gespielt

I have checked the general terms and conditions, and this is what I found https://mr.bet/terms:

"Bonuses/Freespins at Faro Entertainment N.V. can only be received once per household. Risk-free bets on any games do not qualify for Faro Entertainment N.V.’s wagering requirements."

Please understand in the majority of casinos it is allowed to redeem only one promotional offer per IP address, household. This rule has been breached. I'm afraid we can't help.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I'm sorry but you have admitted previously that you have both redeemed bonus offers: "The winnings were won without a bonus, and yes we have already paid in and used the bonus offer several times".

Could you please elaborate?

Dear Monika,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.