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

Hi,

My partner and I have 2 separate accounts on Mr. Bet. We have deposited on their site before, used the bonuses and were successful with the withdrawals until a week before Christmas 2022 where I won $2000.

My account has been suspended since then due to them stating I breached one of their terms and 1 person can’t have more than 1 account.

I have offered to show them proof that we are in fact common law, file taxes jointly, and I have offered to send them a photo of both our IDs.

I have been conversing with their management since a week before Christmas and they can’t provide any timelines for when my case will be resolved.

Dear Baristo,

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 partner share any of the following: household or email address, telephone number, payment method, IP, or device? Have you activated any promotional offers when depositing funds into your account? Was your account fully verified in the past?

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 

Hello,

We share the same household, we each have separate bank accounts however we divvy up expenses each month. We normally have different devices but during the holidays we were only using one as I was waiting for my new iPhone 14 to come in as my old was an 8 and no longer holding a charge.

I did activate a promotional bonus if I recall correctly it was the get 80% off back on my deposit. I played off and on for about 2 days during my vacation to wager enough money to eventually release $2000 in winnings but then my account got suspended.

My account was verified through my email address. I received a link and verified the email I signed up with belonged to me. I don’t recall having to verify my identity through additional means but did offer to upload my ID.

I’ve emailed their support team on Dec 20, Dec 23, Dec 30 and Jan 6 requesting an update. But have been told the same story the department that deals with investigations is handling each case on a first come, first serve basis and they can’t provide an ETA on when this will be resolved.

Thank you, Baristo, for your clarification. It is a bit tricky since you and your partner were both playing from the same device. Could you please advise if the account of your partner went successfully through the KYC verification and which account was opened as the first one?

He did go through the entire verification process. He has been paid out before for wins in the past.

I on the other hand only started playing recently. I’ve lost a majority of the time and this is my first time winning but they refuse to pay out and won’t even take any steps to verify that I am a different person playing in the same household.

His account was opened first. Several months before I started my account.

Hi just an update. I received an email today from Mr.Bet and apparently the redemption of a bonus can only be done 1 per household.

Is this a common rule as I highly suspect there are many households where multiple people have gambling accounts.

I’ve never had any issue with Pokerstars and this just sounds like their way of escaping payouts. Also, considering they had a very long work load of cases to "review" or save money on.

They also refuse to give me back the $150 I deposited.

Thank you, Baristo, for the update. I do apologize for the late reply. I have checked the general bonus terms and conditions, and this is what I found (here):

"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.)."

Please understand that it is very difficult for the casino to determine that it is two different players playing since you and your husband, both used the same device. We always try to help players if they were accused of multiple accounts if they can prove without any doubt that it is two different people accessing the casino from one IP address. However, the fact that you both used bonuses and the same device doesn't help this case. I really wish I could be of more help but it will be very difficult for us to negotiate with the casino since your account has never been verified through the KYC. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Baristo,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.