Mr Bet Casino - Pelaajan tili estettiin.

I had an account at this Casino and closed it a while ago and contacted them and asked to close the account. But I decided to play again and tried to enter, I couldn't, the account was closed. So I made a new account and went back to playing without any problems, but when I requested a withdrawal they blocked me and didn't pay me. Until then, while I was making the deposits, everything was fine, not when it came to paying me. I don't have two accounts, one was closed a long time ago.

Eu tinha uma conta neste Casino e encerrei a um tempo atrás e entrei em contato com eles e pedi pra encerrar a conta. Mas resolvi jogar novamente e tentei entrar, não consegui, dava conta encerrada. Então fiz uma nova conta e voltei a jogar sem problema nenhum, só que quando eu solicitei uma retirada me bloquearam e não me pagaram. Até então enquanto eu fazia os depósitos tava tudo bem, na hora de me pagar não. Não tenho duas contas, uma foi encerrada a bastante tempo.

Hello xannyoliveira,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise why was your first account closed? How much did you deposit in your new casino account? Did you receive any refund from the casino? When was the last time you spoke to the casino and what was it about?

Please note that creating multiple accounts is strictly against the casino rules and they have right to void any balance on your account.

Looking forward to your answer.

Regards,

Nick

The first account was closed at my request, because I had already made several deposits and had not had much luck. That's why I asked to cancel my account. And it was cancelled. Then I decided to try my luck again, I tried to enter the account and it said: account closed at the request of the customer. So since I no longer had an account, I opened one again. I made several deposits, approximately 900.00, until then I was never told anything, they accepted my deposits, and every time you make a pix, you have to put the CPF. I was never told anything. Even from what I understand, if the other account was closed, it no longer exists. To get my money, there was no problem, only when paying. The last time I spoke to them, it was to ask how long it would take for the money to get into my account, which was yesterday. This morning, I tried to enter the Casino to see if the money had already gone to my account, to my surprise it was blocked.

A primeira conta foi encerrada a meu pedido, porque eu já tinha feito vários depósitos e não tive muita sorte. Por isso pedi pra cancelar a minha conta. E foi cancelada. Daí resolvi tentar a sorte novamente, tentei entrar na conta e dizia assim: conta encerrada a pedido do cliente. Então como não tinha mais conta, eu abri uma novamente. Fiz vários depósitos, aproximadamente uns 900,00, até então nunca me falaram nada, aceitavam meus depósitos, sendo que toda vez que se faz um pix, tem que colocar o CPF. Nunca me informaram nada. Até pelo que eu entendo, se a outra conta foi encerrada, já não existe mais. Pra pegar meu dinheiro, não tinha problema nenhum, só na hora de pagar. A última vez que eu falei com eles, foi pra perguntar quanto tempo levaria para o dinheiro entrar na minha conta que foi ontem. Hoje pela manhã, tentei entrar no Casino para ver se o dinheiro já tinha saído pra ir pra minha conta, para minha surpresa estava bloqueada.

Can you please advise how much did you deposit in total and how much was your balance when your account got closed?

I had already deposited around 900.00 I don't remember the exact amount. My balance when I was blocked was 700.00.

Eu já tinha depositado em torno de 900,00 não lembro o valor exato. O meu saldo quando fui bloqueada era de 700,00.

Before we would try to get in touch with the casino, can you please tell us if you used bonuses on any of the 2 accounts you owned?

Yes. I used it, I used it on the account that I asked to close and that was closed some time ago. And I used bonus on new account too.

Sim. Usei, usei na conta que eu pedi pra encerrar e que foi encerrada a algum tempo. E usei bônus na nova conta também.

Hello xannyoliveira,

Unfortunately, in such case, the casino had every right to void any balance on your account as you breached the terms and conditions of the casino.

Please understand that you can never create multiple accounts and use them both actively as it is against the terms in almost every single online casino. If you ever closed your account, you have to write to the casino to reopen the old not and not to open a new one.

I'm sorry but there is basically nothing we can do as the casino terms were breached by you.

Wish you best luck in the future.

Best regards,

Nick