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

My account was blocked improperly, when I went to log in I came across the message.

Your account has been blocked because of "9.1.2. Only one account per person is allowed. No winnings may be collected on accounts opened under false names or on multiple accounts opened by the same person."

however I have only 1 account, I have already withdrawn my account 1 time, the name is not false because I have already done all the checks, all withdrawals are for banks in my own name, the same name used in the account.

Dear Igor,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if you have activated any promotional offer when depositing funds into your account? To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours, using the same email address?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. Have you accumulated your winnings with or without an active bonus? Was your account fully verified in the past?

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

having more than one person here at home who uses mr.bet has my cousin and uncle, now not using the same email, when I accumulated the amount, there was no longer any bonus in the account, the amount and real balance, the account was already verified. I had previously withdrawn the balance.

Do you, your uncle, and your cousin share the same device or is it the IP address only?

Were their accounts verified in the past?

Who created the account first?

Thank you.

we use the same computer, my account was the first one created, they only created it after i made my first withdrawal, yes the accounts were verified.

Thank you very much, Igor, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello Igor.

I am sorry to hear about your troubles.

I am not sure if we will be able to help you in this case.

Casinos have a strict policy regarding playing from the same household, and if a group of players use the same device, it is even worse. Many players use family members' IDs for multiple accounts to benefit from the welcome offer multiple times, and casinos cannot identify who was playing. That's why they have the "same household/IP/device is not allowed" policy. We could at least check some information, and we will see.

I would like to invite the casino representative into the case. Could you please explain what happened?

Dear Matej,

We kindly ask you to check your inbox for the recent letter from us with the description of the connection between all accounts that were created by the user.

Please tell us if you need additional information for the investigation.

Best regards,

Mr.Bet Casino team

Hello Igor.

We received evidence from the casino where multiple users are linked with your account. We found similarities across user info but more important these users were linked to your device. That means that all the users were physically using the same device. Could you please explain it somehow?

Dear Igor,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

yes, as I said, they live here at home, and we use the same computer, but they are totally different people.

Unfortunatelly, Igor, this is strictly against the casino terms. The casino can't know who was playing when multiple people share the same device. In every casino, this is strictly forbidden because you could use the family members' IDs to claim numerous times the welcome bonuses.

Unfortunatelly I am afraid that here we cant help you and we must reject your complaint.

I see, I didn't know about this rule, if possible could you let me know something I was permanently banned or just the account that was blocked? I really liked the Mr.Bet casino, could I be opening another account? Or will I simply not be able to use the casino to place bets anymore?

Dear casino representative,

Could you please advise Igor if he can still use your casino and what should he do now with his account?

Dear All,

As you previously mentioned, this is a serious violation of our rules. We are very sorry, but Igor can no longer use our services and continue to play on our site. Also, if the user creates an account after verification, it will be blocked and the winnings will be considered not legitimate.

When registering, Igor accepted the user agreements and the rules of our gaming club, which means he undertook to follow them.

Best regards,

Mr.Bet Casino team

Thank you very much for the reply.

I am sorry, Igor, but we must reject your case.

Please, in the future, always contact a casino and ask before you create an account if they allow your family members to create an account too (use the same device). Most casinos do not allow this, but maybe you will find some. Most important is to let the casino know about it before creating an account.