Mr. O Casino - Player's withdrawal denied over alleged multiple accounts.

I just recently joined Mr. O Casino. I redeemed the code MRO50 and i had up to over $500. The max withdrawal was only $50. Once my playthrough was completed i had over $50. I submitted my documents for verification. And made a withdrawal request as i was informed to. The verification was denied & i was told to re-submit the documents. I did. Then i received an email that i had to submit a withdrawal request, so i did, again. NOW, they are denying me my winnings. The email i received says i used the same code twice (which i did not & theyre site doesnt even allow the same code to go thru twice) so i contacted customer support & they said i had multiple accounts violation.

I have only 1 account with MR O and i just set it up recently. I have no other accounts with them. I even told them that it may be because my bitcoin address changes, could they reset. Now, noone is responding to me. No emails & chat support wont respond either.

Dear gingerbrooks75,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've experienced with your withdrawal request and the communication with Mr. O Casino.

To better understand your situation, could you please provide more details regarding the timeline of your interactions with the casino?

• Specifically, it would be helpful to know when you initially submitted your documents for verification, when you made your withdrawal request, and when you received the denial email regarding your winnings.
• Additionally, could you clarify if there were any specific instructions or requests from the casino regarding the verification process and the submission of documents?

If there are any relevant communications or documents you would like to forward to us, please feel free to send them to petronela.k@casino.guru. Specifically, I'm interested in details of your bonus history.

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

I sent the documents to the email you gave me on the 5th, 3 days ago. Id like to know if there has been any progress on my case.

Screenshots from the player:

Hi gingerbrooks75,

Thank you for your email and for forwarding the screenshots. It appears that you redeemed several consecutive free bonuses. Is that accurate? Did you make any real money deposits to play between redeeming these free bonuses?

Thank you.

No, i didnt. And i was not told that i needed to make a deposit.

They are saying in 1 email that the coupon i used was used twice and that is not accurate. And then in support chat, they tell me i have multiple accounts. That is not accurate either. They NEVER said anything about making deposits be free spin bonuses.

I redeemed 1 coupon (70AWE) on april 26, a free spin coupon on april 26 and the MRO50 on may 1st (which is the one i won on). Thats only 3 free bonuses and they simply state at the bottom of every email they have sent me that you can redeem up to 5 free bonuses before making a deposit. I will send you a screenshot of the bottom of theyr email.

Thank you very much, gingerbrooks75, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much!!!!

Hello gingerbrooks75,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Mr. O Casino to join the conversation.

Dear Mr. O Casino,

Could you please clarify the specific violations the player is alleged to have committed, as you mentioned two different ones? Please forward any evidence to support your claims to me at michal.k@casino.guru

Dear gingerbrooks75,

Just to give you a quick update, I'm in communication with the casino team. I've received some information from Mr. O Casino team, but I have requested additional information and evidence to better understand the situation.

Can you please confirm if anyone else from your family or friends have an account in Mr. O Casino? If so, have they claimed the same bonus and played the same games as you?

Not that i am aware of. I know a few people that play, but i dont know what platforms they play on or have played on. I sent screenshots to casino guru of all my transactions on mr o. Nothing was ever redeemed twice, as they told me in an email and iv only had 1 account with them, that i just opened b4 i won (as they said in support chat). I was given 2 different reason by 2 different methods (email & chat).

Thank you for your response, gingerbrooks75.

Dear Mr. O Casino,

I'm awaiting further information from you to better understand the whole situation.

Wishing you all a warm hello,

Let me present the whole situation from the Casino's perspective, and explain what following steps will be taken:

• After the thorough check-up of our Payment Department, our system has reported that Player has multiple SIMILAR accounts per IP Address. I would like to point that word out, therefore, to imply that player has not created those accounts as well. Even though the system itself shouldn't have allowed for the Coupon to be redeemed in the first place, Player has managed to successfully claim and take advantage of the mentioned Bonus given upon this occasion.

• In spite of the above-mentioned discrepancies, we would to offer a reimbursment of the voided winnings to Ginger, yet, the standard formal regulative needs to be fulfilled before we continue with the Withdrawal procedure:

1) If you still haven't, please, complete the Account Verification procedure, by having your documents uploaded through the Cashier section.

2) Verification Deposit is the second part of the Verification procedure.

For further assistance and more in-depth explanation, we would like to ask player to join our Live Chat feature and contact our kind Live Support, where agents could carry you through the rest of this process.

Thank you for your understanding, of course, and hope to see more wins to come your way in the future!

Best regards,

Mario

MrO Casino Team

Thank you for your response, Mario / MrO Team.

Dear gingerbrooks75,

Please follow the instructions provided by the MrO Team. I am hopeful that, upon successful verification, you will receive your winnings.

Dear gingerbrooks75,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you!!!! Very very much!!!!

MR. O has given me my winnings!!!

I greatly appreciate everything you did 💯!!!!!

Great news, gingerbrooks75. I'm glad to hear the issue has been clarified and that you successfully received your winnings. 

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru