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

Hallo, ich habe mich über eine Cashback Seite für das Casino Mr Bet angemeldet. Im Google Play Store heißen sie Quizgame.

Ich habe ganze normal Geld eingezahlt und gespielt, nachdem ich aber eine Auszahlung veranlasst habe würde mein Konto wegen multi Accounts gebannt. Ich habe dann nachgeforscht und erfahren, dass dieses Casino unter verschiedenen Apps aufzufinden ist. Ich finde das schon sehr merkwürdig, warum man verschiedene Namen hat, um dann "neue User" für multi Accounts zu bannen. Ich hatte das letzte Mal einen Account bei denen vor etwa einem halben Jahr und ich hatte dort auch nicht ausgezahlt oder einen Bonus benutzt

Dear frankschmank99,

Thank you very much for submitting your complaint. I’m 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, 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? Were your winnings accumulated with or without an active bonus? Was any of your two accounts verified? Could you please advise if your old and new accounts were active at the same time?

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

Hallo,

Ich bin bin mir ziemlich sicher, dass niemand mit der gleichen IP oder Email Adresse ein Konto eröffnet hat. Bei dem anderen Konto habe ich keinen Bonus aktiviert, bei dem aktuellen habe ich den Einzahlungsbonus benutzt. Keines der Konten wurde verifiziert oder hatte eine Auszahlung beantragt. Mein altes Konto müsste ich geschlossen haben, bin mir aber nicht mehr sicher, da mir nicht bewusst war, dass es sich um das gleiche Casino handelte. Ich habe auch die Daten zum alten Konto nicht mehr. Aber eigentlich hatte ich nur ein aktives Konto, auf dem ich gespielt habe.

Hallo, ich wollte mich um den aktuellen Stand meines Anliegens erkundigen.

Thank you very much, frankschmank99, for providing all the necessary information. My apology for the delayed response. 

I will now transfer your complaint to my colleague Branislav (branislav.b@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, frankschmank99,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr. Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr. Bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw the winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Casino Guru team,

We require more time to gather supportive evidence for this case.

Thank you in advance for your patience and understanding!

Best regards,

Mr.Bet Casino team

Dear Branislav,

We sent an email in which we explain in detail the reasons for blocking an account for violating the rules of our gaming club.

Thank you in advance for your consideration!

Best regards,

Mr.Bet Casino team

Thank you for your email and the data provided, Mr.Bet Casino Team.

However, more details are needed to sufficiently review the case on our end.

Can you please look at my last email and provide me with the requested information?

Hello Branislav,

We've considered your recent email and now our team needs additional time to discuss this case. Thank you in advance for your understanding and patience!

Best regards,

Mr.Bet Casino team

Mr.Bet Casino Team,

Thank you for letting us know about the update.

Looking forward to hearing from you.

Dear Branislav,

We have reviewed the user's case and have decided to change our previous decision regarding the account. After careful consideration, we have concluded that the user's account should be reopened and the funds compensated to the gaming account.

However, we want to make it clear that we still consider this case to be a violation of our terms and conditions. Nevertheless, as a loyal gaming club, we always strive to find the best resolution for our customers and maintain a positive relationship with them.

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino Team,

Thank you for the update and good news.

Should the player be contacted also by the casino's customer support, or was this reconsidered decision already applied to his account? Is there anything else that needs to be done on the player's side to restore his account and winnings, please?

Dear Branislav,

We would like to inform you that our support team has already contacted the user and informed him that his account has been re-opened.

Additionally, we are happy to confirm that the user's request to withdraw 450.00 euro has been successfully processed.

Thank you very much for the update and confirmation.

Dear frankschmank99,

Can you please confirm your issue was resolved?

Hallo, ja ich kann bestätigen, dass mein Konto entsperrt wurde und ich meinen Gewinn auszahlen konnte. Danke ihnen für ihre Hilfe.

Great news!

Thank you, frankschmank99, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Mr.Bet Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru