Mr Bet Casino - Player has been accused of opening multiple accounts.

A few days ago, I entered the Mr Bet casino with the referral link of a local streamer, after that I lost approximately 2 deposits, on the 3rd luck smiled at me and I won, I turned the amount indicated by the casino and finally I got ready to withdraw They asked me for many documents to verify my identity, even a photograph of my debit card with which I had deposited, to which I hesitated but finally ended up sending. Once I sent everything, I mentioned what happened to my girlfriend and she wanted to try it on her own by making a deposit, until then everything normal, until after about 3 days, I try to enter my account to verify the status of the withdrawal and I could not enter for breach of term 9.1.2 ("9.1.2. Only one account per person is allowed. No profit can be collected on accounts that have been opened under false names or on multiple accounts that have been opened by the same person;") this term in no case was breached, in fact my girlfriend played at all times with her own laptop, it seems super unprofessional that only when trying to withdraw profits they block you and try to excuse and blame me for something I did not do and not at the time of to deposit.

Thank you for submitting this space to be able to claim, regardless of the result.

Dear Nicuzero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your girlfriend share any of the following: household or email address, telephone number, same payment account number, IP, or device? Was any of the accounts successfully verified in the past? Have you redeemed any promotional offers?

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

"3.1.2. You are allowed to have only one Member Account. If you attempt to open more than one Member Account, all betting accounts you try to open will be blocked or closed and any bets or winnings from your closed or blocked account will be voided for at the discretion of the casino administration."

"7.1. Please, be noted that all offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.)."

"9.1.2. Only one account is allowed per person. No winnings may be collected on accounts opened in false names or on multiple accounts opened by the same person"

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

We actually live together in the same house, but we play with different devices, I had no idea about these types of rules and it causes me confusion at the same time, since it goes totally against what they promote, the referral system invites you to create accounts up to with the grandmother but this term contradicts it, in short, I appreciate the management and I will escalate it with the corresponding entity.

In fact, what seems most unfair to me is that they only "warn" you when you try to withdraw, but if I had lost millions, I would never have had problems, I assure you since a similar situation happened to me before, from which I came out successful, I hope I can have some kind of response and I appreciate the management again.

Thank you very much, Nicuzero, for your reply. Could you please advise if you, or your girlfriend, have redeemed any promotional offers?

Yes, 100% bonus, which I turned over more than $ 800,000 CLP (which the casino indicated to be able to convert the balance to withdrawable), my girlfriend I do not know if she did.

Thank you very much, Nicuzero, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. However, please bear in mind that if promotional offers have been redeemed twice per IP address it might be difficult to settle this case to your liking.

Hi Nicuzero,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Dear Casino Guru team,

Please be informed that according to our Terms and Conditions, the User’s account has been closed and winnings have been written off. The User has used different accounts and bonuses were also claimed on them.

Best regards,

Mr.Bet casino team

Dear Mr. Bet, the conditions have not been breached and you know it, I am a Computer Engineer, an expert in networks and I know their behavior.

Their management is erratic, null and closed communication that is not a surprise, it is only to see the comments of their publications on social networks and they will be able to realize the bad service they provide.

I comment that for this situation, unfortunately a crime is being committed and the corresponding steps will be taken for the case, there are many unhappy people and this should not happen again, I appreciate the management of the casino guru.

Hi all, thank you for your replies.

Dear Mr Bet Casino team,

I would like to ask you for evidence supporting your claims. You can forward it to my email address: peter.m@casino.guru, thank you.

Dear Peter,

We would like to inform you that we have sent you an email regarding this case. Please check it and let us know if anything else is needed.

Best regards,

Mr.Bet casino team

Thank you Mr.Bet casino team for the provided evidence.

Dear Nicuzero,

Based on the evidence provided by the casino, I'm afraid, your complaint will be rejected. I can only recommend you to be more careful in the future and open only one account per casino. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter