The player from Germany has been accused of opening multiple accounts. Admittedly, his wife had an account in the same casino, however, the casino provided sufficient evidence proving there was more than one active account created using the player's personal information. After considering the circumstances, the player's complaint was rejected as 'unjustified'.
Mr Bet Casino - Player has been accused of opening multiple accounts.
Amount: €3,000
Mr Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Dear Guru Team,
I played Mr.Bet online on October 16, 201 and deposited money via Giropay and got a bonus for it, this bonus had to be wagered 45 times, which I did and in the end I made a profit of € 3000 wanted to be paid off.
On Monday, October 18th, 2021 my account was suddenly blocked and I was informed via live chat under the terms and conditions 3.1.2. if I had violated, you shouldn't have multiple accounts, but I only have one account.
My wife also has an account there, but she only used it twice without accepting a bonus and paid in from her bank.
The terms and conditions clearly state that every person can have an account and we are two different people.
An attempt was made with Mr.Bet not only to look for a solution via live chat, I also wanted to verify myself with them by email, but they have ignored my email to this day and refer to their terms and conditions.
I would be very happy about your help.
Kind regards
Bruno
Automatic translation:
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3 years ago
Dear Bruno,
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 wife share any of the following: household or email address, telephone number, same payment account number, IP, or device? Was the account of your wife successfully verified in the past?
I have checked the general terms and conditions, and this is what I found https://mr.bet/terms:
"7. Bonus terms and conditions
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.).
7.11. Faro Entertainment N.V. reserves the right to impose, at our own discretion, geographical limitations to individual bonus schemes. Local wagering requirements may be applied. 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."
"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
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3 years ago
Translation
Hello Petronela,
my wife and I live in the same household, but have two different bank accounts, two different cell phones that were used to play games, each has his own account with his or her email address and each has his own mobile phone number.
We use WiFi at home, of course, but that won't be the problem.
My wife did not actively use her account either, she only deposited € 50 twice, had no bonus and then left it.
I was actively using my account and, in my opinion, had already paid a lot of money up to this incident.
No, neither my wife's account nor mine has been verified.
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3 years ago
Thank you very much, Bruno, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Dear Bruno,
I’m sorry to hear about your problem. I’ll contact the casino and see if I can help.
I would like to invite Mr Bet Casino to join this conversation.
Dear representatives of Mr Bet Casino,
I’d like to ask you to explain the reasoning behind your decision in detail and provide the relevant evidence. You can forward the information to andrej.p@casino.guru.
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3 years ago
Hello, Andrej!
Please check your email. We have sent you the detailed information regarding this case. In case you need anything else, please let us know.
Best regards,
Mr.Bet Casino Team.
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3 years ago
Thank you, Mr Bet Casino team, for providing the relevant evidence.
Dear Bruno,
Unfortunately, it seems that you have in fact created another account in the casino previously. However, we’re waiting for the casino to provide additional details for review.
I’m setting the timer for 7 days.
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3 years ago
Hello, Andrej!
We have sent you more information. Please check your email.
Best regards,
MrBet Casino Team.
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3 years ago
Translation
Hello Andrej,
I have never created another account with Mr.Bet, what kind of email address should that be? I don't have another account with Mr.Bet and that's for sure.
I would also like to get this evidence, it cannot be that someone accuses me of something like that and that I should just accept it.
Why does Mr Bet den not answer the mail from me, I have offered to be verified if there seems to be another account, why is this not checked? I don't have another account with this casino, that's a lie and I want to be informed of "this evidence" as well.
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3 years ago
Thank you, Mr Bet Casino team, for providing the requested evidence.
Dear Bruno,
Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.
There’s sufficient evidence proving you have created more than one account in the casino. As you might know, this is considered a serious violation in most online casinos.
I'm 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 will try our best to help.
In case you are not satisfied with our decision and truly believe your claim is justified, I can recommend you to submit an official complaint to the casino’s Licensing Authority (Curaçao eGaming), although I believe their ruling would not differ from ours. Please let me know if you decide to do so and/or our assistance is needed.
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3 years ago
Translation
Hello Andrej,
Since you share your opinion, I would like to have this evidence sent to you, there is no other account with my data, there cannot be, for this reason I ask you to send this evidence to me after all, as you have received it? !
An official complaint to Curacao? Is that supposed to be a bad joke now? You know as well as I that a license is of little use there and our hands are tied here, but your decision is not the right one and I would like you to send me this information, which is what this is about, this is it no longer about data protection, that's what I call arbitrariness.
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3 years ago
Dear Bruno,
Unfortunately, I’m not allowed to forward any information that was shared between the casino and Casino Guru in a private conversation as any such information is considered strictly confidential. I apologize for the inconvenience. Since you're not satisfied with our decision, contacting the casino’s licensing authority is the only alternative option I can recommend.
I’m sorry I couldn’t be of more help. As explained earlier, we will now close this complaint as ‘rejected’. If you decide to contact Curaçao eGaming and/or our assistance is needed, feel free to reach me via e-mail (andrej.p@casino.guru). I’ll gladly guide you through the process.
