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My problem concerns the blocking of my account at Mr.Bet due to an alleged "duplicate account".

I had an account with Mr.Bet in the past ( carmenmatachematache@gmail.com ), which was closed about a year ago at my own request. I received confirmation at the time that this account was closed and could no longer be used.

Since I no longer had access to this old account and could no longer log in, I assumed it was completely deactivated.

Therefore, on March 25, 2026, I opened a new account with Mr.Bet ( matachecarmen@yahoo.com I created this account using my real and identical personal data (same name, same address, same payment details).

Mr.Bet's system accepted my registration without any problems. I was able to deposit money, play, and use the account normally. At no point was I notified that I was violating any rules.

Only after I had made profits of approximately €8,000 and the KYC verification was completed, was my account suddenly blocked and all funds withheld.

I would like to emphasize:

- My old account at Mr.Bet was already closed and no longer accessible.

I never had two active accounts at the same time.

- I did not conceal my identity

Mr. Bet has accepted my registration and deposits.

Mr.Bet's terms and conditions do not clearly state whether a closed account remains an active member account or whether new registrations are generally prohibited. I was unaware of this information.

If this had actually been a violation, my account should have been blocked upon registration, not after deposits and winnings.

I therefore request a fair review of my case and the payment of my legally obtained funds, or at least a refund of my deposits.

Mein Problem betrifft die Sperrung meines Kontos bei Mr.Bet wegen eines angeblichen „Doppelkontos".

Ich hatte in der Vergangenheit ein Konto bei Mr.Bet (carmenmatachematache@gmail.com), das vor etwa einem Jahr auf meine eigene Anfrage hin geschlossen wurde. Ich habe damals eine Bestätigung erhalten, dass dieses Konto geschlossen ist und nicht mehr genutzt werden kann.

Da ich keinen Zugriff mehr auf dieses alte Konto hatte und mich dort auch nicht mehr einloggen konnte, bin ich davon ausgegangen, dass es vollständig deaktiviert ist.

Am 25.03.2026 habe ich deshalb ein neues Konto bei Mr.Bet (matachecarmen@yahoo.com) erstellt. Dabei habe ich meine echten und identischen persönlichen Daten verwendet (gleicher Name, gleiche Adresse, gleiche Zahlungsdaten).

Das System von Mr.Bet hat meine Registrierung ohne Probleme akzeptiert. Ich konnte Geld einzahlen, spielen und das Konto ganz normal nutzen. Zu keinem Zeitpunkt wurde ich darauf hingewiesen, dass ich gegen eine Regel verstoße.

Erst nachdem ich Gewinne in Höhe von ca. 8.000 € erzielt habe und die KYC-Verifizierung abgeschlossen wurde, wurde mein Konto plötzlich gesperrt und alle Gelder wurden einbehalten.

Ich möchte betonen:

- Mein altes Konto bei Mr.Bet war bereits geschlossen und nicht mehr zugänglich 

- Ich hatte nie zwei aktive Konten gleichzeitig 

- Ich habe meine Identität nicht verschleiert 

- Mr.Bet hat meine Registrierung und Einzahlungen akzeptiert 

In den AGB von Mr.Bet ist nicht eindeutig geregelt, dass ein bereits geschlossenes Konto weiterhin als aktives Mitgliedskonto gilt oder dass eine Neuregistrierung grundsätzlich ausgeschlossen ist. Diese Information war mir nicht bekannt.

Wenn dies tatsächlich ein Verstoß gewesen wäre, hätte mein Konto bereits bei der Registrierung blockiert werden müssen und nicht erst nach Einzahlungen und Gewinnen.

Ich bitte daher um eine faire Überprüfung meines Falls und um die Auszahlung meiner rechtmäßig erzielten Gelder oder zumindest die Rückerstattung meiner Einzahlungen.

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 Carmenmatache123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the blocking of your account at Mr.Bet due to an alleged 'duplicate account'. Please allow me to ask you a few questions, so I can fully understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Can you provide the confirmation you received regarding the closure of your old account?
• When exactly did you attempt to access your old account after its closure?
• Have you reached out to Mr.Bet support about this issue? If so, what was their response? Please post any relevant communications here or send to jean.s@casino.guru.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

Thank you for your message.

Here are the answers to your questions:

1. Winnings / Bonus:

I played without a bonus. All winnings were made with my own money.

2. Confirmation of account closure:

Yes, I received an email from support confirming that my old account has been closed and I can no longer play. I will attach this confirmation as a screenshot.

3. Access to the old account:

After about a year, I tried to log in again, but access was no longer possible. As far as I was concerned, the account was completely closed and unusable.

4. Contact Mr.Bet Support:

Yes, I contacted support. I was informed that my account was blocked due to a "duplicate account" and that my winnings of €8,000 were withheld. I was also told that the decision is final.

I would like to emphasize that I was unaware that a closed account still counts as an active member account. This information is not clearly stated in Mr.Bet's terms and conditions.

Additionally, Mr.Bet's system accepted my registration and allowed me to make deposits without blocking me. My account was only blocked after I won.

Therefore, I request a fair review of my case and the payment of my winnings.

Thank you!

Sincerely, Carmen Matache

Hallo Jean,

vielen Dank für Ihre Nachricht.

Hier sind die Antworten auf Ihre Fragen:

1. Gewinne / Bonus: 

Ich habe ohne Bonus gespielt. Alle Gewinne wurden mit meinem eigenen Geld erzielt.

2. Bestätigung der Kontoschließung: 

Ja, ich habe eine E-Mail vom Support erhalten, in der bestätigt wurde, dass mein altes Konto geschlossen wurde und ich nicht mehr spielen kann. Ich werde diese Bestätigung als Screenshot anhängen.

3. Zugriff auf das alte Konto: 

Nach etwa einem Jahr habe ich versucht, mich erneut einzuloggen, aber der Zugriff war nicht mehr möglich. Für mich war das Konto vollständig geschlossen und nicht mehr nutzbar.

4. Kontakt mit Mr.Bet Support: 

Ja, ich habe den Support kontaktiert. Mir wurde mitgeteilt, dass mein Konto wegen eines „Doppelkontos" gesperrt wurde und dass meine Gewinne in Höhe von 8.000 € einbehalten wurden. Außerdem wurde mir gesagt, dass die Entscheidung endgültig ist.

Ich möchte betonen, dass mir nicht bekannt war, dass ein bereits geschlossenes Konto weiterhin als aktives Mitgliedskonto gilt. Diese Information ist in den AGB von Mr.Bet nicht eindeutig geregelt.

Zusätzlich hat das System von Mr.Bet meine Registrierung akzeptiert und mich Einzahlungen tätigen lassen, ohne mich zu blockieren. Erst nach meinem Gewinn wurde mein Konto gesperrt.

Daher bitte ich um eine faire Überprüfung meines Falls und um die Auszahlung meiner Gewinne.

Vielen Dank!

Mit freundlichen Grüßen Carmen Matache

Dear Carmenmatache123

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, Kubo, (jakub.m@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,

Jean Susor

Dear Carmenmatache123,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mr Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mr Bet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Thank you very much, Kubo.

I greatly appreciate your support and help in this matter.

Best regards

[redacted by Casino Guru]

Vielen Dank, Kubo. 

Ich schätze Ihre Unterstützung und Ihre Hilfe in diesem Fall sehr.

Mit freundlichen Grüßen 

[redacted by Casino Guru]

Dear Kubo,

We would like to emphasize that the account closed at the customer’s request was originally registered in April 2021. Subsequently, a second account was created in May 2022, through which successful deposits were made. This constitutes a violation of Clause 3.2.1 of our Terms and Conditions.

As stated in Clause 3.2.1:

"You are permitted to maintain only one account on this website, registered in Your own name. Any additional accounts registered in Your name will be considered duplicate accounts and may be immediately closed. The Company reserves the right, at its sole discretion, to void any bets placed through duplicate accounts. Should the Company decide to keep one account active, the first account registered by the customer will remain active. Any remaining balance from duplicate accounts, less reasonable charges, may be transferred to the original account. Any winnings, returns, or bonuses obtained through duplicate accounts may be forfeited."

Additionally, the Terms clearly state that if a customer wishes to open a new account, they must first contact Customer Support so that the previous account can be properly closed before a new one is created.

Following a more detailed internal review, the second account was identified as a duplicate account and subsequently blocked in accordance with Clause 3.1.2 of our Terms and Conditions, which states:

"You are permitted to have only one Member Account. If You attempt to open more than one Member Account, any additional accounts may be blocked or closed, and any bets or winnings associated with such accounts may be declared void at the discretion of the casino administration."

All actions taken on the accounts were performed strictly in accordance with the applicable Terms and Conditions accepted during registration.

Kind regards,

Mr Bet Team

Dear Mr Bet Casino,

Thank you for providing the additional information.

Could you please provide screenshots showing the registration dates and closure dates of both accounts in question? Additionally, I would appreciate clarification regarding whether both accounts were operated simultaneously.

Specifically, please confirm whether there was any activity on either account after the new account was opened, including but not limited to:

• Deposits or withdrawals
• Gameplay activity
• Bonus claims or usage
• Any other relevant account activity

You may send the requested information directly to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Jakub,

Please see our email at your convenience.

Kind regards,

Mr Bet Team

Dear Mr Bet Casino,

Thank you for your message and for providing the requested evidence.

Dear Carmenmatache123,

After thoroughly reviewing your case and the evidence provided by the casino, I regret to inform you that we must reject your complaint as unjustified.

The evidence indicates that your account is linked to another account. According to the information provided, the accounts were created in 2021 and 2022, which contradicts your claim that that the second account was created only in March 2026.

The evidence also shows that both accounts were used for deposits and bonus claims. Creating and using multiple accounts, especially to claim bonuses, is considered a serious breach of the Terms and Conditions at most online casinos. Such activity can provide an unfair advantage and undermine the fairness of promotional offers intended for one account per player.

Based on the available evidence, the casino’s decision appears justified, and we are therefore unable to support your complaint.

For future reference, I strongly recommend carefully following each casino’s Terms and Conditions and avoiding the creation or use of multiple accounts.

I understand this is not the outcome you were hoping for, and I am sorry we could not provide a more favorable resolution. Should you experience any other issues with this or another casino in the future, please feel free to contact our Complaint Resolution Center.

Best Regards,

Kubo