The player from Chile has been accused of opening multiple accounts. Their winnings have been confiscated. The casino team provided sufficient evidence proving their decision in this case was justified. The complaint was rejected as 'Unjustified'.
Mr Bet Casino - Player has been accused of opening multiple accounts.
Amount: $400,000 CLP
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
CASINO MR BET.
I HAVE BEEN PLAYING FOR SEVERAL MONTHS AND ALL SUPER GOOD. AT THE FIRST, I COULD NOT REGISTER SO I REQUESTED HELP FROM ITS SUPPORT TABLE WHO DELETED THE ACCOUNT BY MAIL AND WAS ABLE TO OPEN ANOTHER WITHOUT PROBLEM WHICH I HAVE MAINTAINED ALL THIS TIME, TAKING THE CATEGORY OF SENATOR. I HAVE BEEN REQUESTED ON SEVERAL OCCASIONS TO VALIDATE MY IDENTITY AND SENT EVERYTHING THAT HAS BEEN ASKED WITHOUT PROBLEM, HOWEVER, TODAY VIA MAIL THEY INFORM ME IN AN ARBITRARIAN WAY THAT MY ACCOUNT IS BLOCKED JUST WHEN THEY HAVE TO DEPOSIT A WITHDRAWAL REQUEST 13-12- twenty-one.
I HAVE READ SEVERAL COMMENTS FROM OTHER PLAYERS WITH THE SAME PROBLEM AND WHAT CAUSES MY ATTENTION IS THAT THE BLOCKING IS DUE TO AN ALLEGED MUNTICOUNT WHERE THEIR SUPPORT CHANNEL WAS THE ONE WHO HELPED TO ELIMINATE THE FIRST ACCOUNT WITH FAILURE AND UNTIL TODAY THAT I HAVE HAD NO ERRORS.
WITH ALL OF THE ABOVE MENTIONED, I REQUEST THE ACTIVATION OF MY ACCOUNT AND AS SOON AS POSSIBLE THE DEPOSIT REQUESTED. TO BE AN INTERNATIONAL COMPANY, IT HAS A SIGNIFICANT FAILURE IN YOUR KYC AREA WHICH I HOPE YOU WILL SOLVE AS SOON AS POSSIBLE TO AVOID FUTURE ERRORS LIKE THIS TO ESTABLISHED PLAYERS LIKE ME.
I STAY ATTENTION TO THE SOLUTION.
BEST REGARDS
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2 years ago
Dear larabredmar12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for their assistance, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
If there’s any relevant communication related to the closure of your previous account, please forward it to petronela.k@casino.guru.
Lastly, please advise the disputed amount. How much is your withheld balance?
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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2 years ago
Translation
Dear Petronela.
Regarding your questions, I tell you that my Wife uses my device to play games. It is worth mentioning that at the beginning I opened an account which was closed via the casino's internal chat, later, they validated my only account, they requested an identity card, credit card photograph and bank details, which I provided as soon as possible and without any problem I continued playing Until now my account has been erroneously and arbitrarily blocked.
As for the money withheld, it amounts to $ 400,000 thousand Chilean pesos which should have been deposited today in my Bank account.
Clearly it has a problem that must be improved since if a family member or several decide to play with my device, considering their system, all accounts will be erroneously blocked again and that affects all players and family nucleus.
I really hope a prompt solution to the unblocking of my account and the deposit of money held by the Casino Mr Bet.
Sincerely,
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2 years ago
Translation
Dear Petronela.
Regarding your questions, I tell you that my Wife uses my device to play games. It is worth mentioning that at the beginning I opened an account which was closed via the casino's internal chat, later, they validated my only account, they requested an identity card, credit card photograph and bank details, which I provided as soon as possible and without any problem I continued playing Until now my account has been erroneously and arbitrarily blocked.
As for the money withheld, it amounts to $ 400,000 thousand Chilean pesos which should have been deposited today in my Bank account.
Clearly it has a problem that must be improved since if a family member or several decide to play with my device, considering their system, all accounts will be erroneously blocked again and that affects all players and family nucleus.
I really hope a prompt solution to the unblocking of my account and the deposit of money held by the Casino Mr Bet.
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2 years ago
Thank you very much, larabredmar12, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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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2 years ago
Dear larabredmar12,
I’ll be in charge of your complaint from now on. I’ll contact the casino and see if I can help.
I would like to invite Mr Bet Casino to join this conversation.
Dear Mr Bet Casino team,
Could you please clarify the situation? You can forward any relevant evidence to andrej.p@casino.guru.
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2 years ago
Translation
Dear Andrej,
Good afternoon.
This situation is tremendously exhausting, I have been requesting the unblocking of my account for several days and the deposit of $ 400,000 Chilean pesos that has not yet been charged to my account.
As for the casino, it has an image of being serious but with what happened I am questioning it. All this time I believed that they were on the sidelines of the situation and now is when they invite you to the conversation?
I insist, if the blockage was due to my family occupying my device to play, I think I should put a message stating otherwise to avoid this type of situation.
As a summary and with great discouragement, I urgently request that my two requests be resolved.
Finally and as a constructive criticism, the casino has to improve its terms and conditions to avoid this type of situation.
I hope to have a prompt reply,
Kind regards
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2 years ago
Dear larabredmar12,
Each time we receive a complaint about an online casino, we try to gather all the relevant information before contacting the casino representative and asking for their cooperation. I apologize for the inconvenience.
We are currently expecting the casino to provide a statement explaining its position in your case. Please note that due to the upcoming holiday season, there might be additional delays.
Thank you for your understanding.
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2 years ago
Dear Andrej,
We are sorry for the delayed answer. Please find the detailed description of the case in the recent mail from us.
Best regards,
Mr.Bet Casino team
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2 years ago
Thank you, Mr Bet Casino team, for providing the evidence via e-mail.
Dear larabredmar12,
Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified. There’s sufficient evidence proving you have created and used more than one account in the casino. As you might know, this is considered a serious breach of the Terms and Conditions in most online casinos. You can read more about our position on situations like this one, as well as other recommendations for players in our Fair gambling codex for players.
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.
