The player from Germany had his account has been blocked after requesting a withdrawal. The casino claims he opened multiple accounts. The complaint was resolved as the player's account was reopened and could successfuly withdraw the winnings.
Mr Bet Casino - Player has been accused of opening multiple accounts.
Amount: €700
Mr Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have commissioned 3 withdrawals with a total value of € 700. After checking the finance department, I should change the payouts to a payout of $ 700. After completing the instruction, my account was blocked on the grounds that I had multiple player accounts.
A while ago, my wife deposited money from a joint account with a Paysafe card into her Mr.Bet account. This could possibly be the reason. However, the operator does not contact me and I do not get any information about the procedure.
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2 years ago
Dear Fabian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To shortly answer your questions - opening more than one account is against the T&Cs of most online casinos. I checked the T&Cs (https://mr.bet/terms) and I found this:
"3.2.1. You may have the one and only account on this website, registered in your own name. Any other accounts in your name on this Website will be considered Duplicate and will be closed immediately. Company may also at its discretion void all the bets that have been placed in the duplicate accounts. Should company decide to leave one account open, it will be the first account that you opened, to which your remaining deposits, if any, will be transferred (subject to reasonable charges); If you gained or accrued any returns, winnings or bonuses on your Duplicate Account they will be canceled and deposits will be transferred to your first account. ..."
Do I understand correctly that your wife also has an account here? Did she use the same payment method as you to make a deposit to her account?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Yes, my wife also has a player account and has deposited into her account with the same payment method (Paysafe Card).
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2 years ago
Translation
Sorry for the misunderstanding, but I've never deposited anything into my wife's gaming account. This means that Mr. Bet only says that I have several player accounts, but that is not possible.
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2 years ago
Thank you for your reply, Fabian. Could you please clarify who is the owner of the Paysafe account?
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2 years ago
Did you and your wife claim any bonuses, or did you both play with your real money only?
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2 years ago
Translation
My wife has never played on Mr.Bet, she doesn't have a player account and I haven't paid her any money either. That was a misunderstanding.
I also never used a bonus or played with it. I only played for real money
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2 years ago
Thank you very much Fabian for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Fabian,
I'm Nick and I'll be assisting you from now on. I would like to ask Mr Bet Casino to join us and help us explain this misunderstanding.
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2 years ago
Dear Casino Guru team,
According to our Terms and Conditions 9.1.2, Player’s account has been closed and winnings have been written off. 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.
Our system detected a violation. Player’s duplicate accounts were found and all of them have been blocked.
Since the Player asserts that his family members have accounts on our site, we kindly remind him about the rule 7.1 of our 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.).
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Mr Bet Casino,
As there were 2 different statement from the player, one in which he said his wife played in the casino and then later he said she never played there, it is a little bit confusing to figure out what is going on. Could you please clarify the case for us? Did they really had multiple accounts? If yes, could you please send us some kind of proof of that? Send it to nikolas.b@casino.guru. Looking forward to your answer.
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2 years ago
Translation
Mr.Bet has just contacted me and apologized for the misunderstanding. The account is unlocked again and the winnings are still available and can be paid out.
Many thanks to the entire team at Casino Guru for the great help. You are great 😉
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2 years ago
Dear Casino Guru team,
As per the Players request, his issue was reconsidered. After a detailed analyze our appropriate department detected that there was no violation from user's side. According to this, his account was opened and the balance restored. We apologized for this inconvenience and we wish the Player a fair and exciting game on our site!
Kind regards,
Mr.Bet Casino team
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