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

Ich habe 3 Auszahlungen im Gesamtwert von 700€ beauftragt. Nach überprüfung der Finanzabteilung sollte ich die Auszahlungen in eine Auszahlung über 700€ ändern. Nachdem ich die Anweisung durchgeführt habe, wurde mein Konto gesperrt mit der Begründung, ich hätte mehrer Spielerkonten. 

Ich hatte vor einer weile meiner Ehefrau von einem Gemeinschaftskonto Geld mit einer Paysafe Karte auf ihr Mr.Bet Konto eingezahlt. Evtl. könnte dies der Grund sein. Allerdings meldet sich drr Betreiber nicht bei mir und ich bekomme keine Auskunft über das Vorgehen. 

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

Ja, meine Frau hat ebenfalls ein Spielerkonto und hat mit der selben Zahlungsmethode (Paysafe Card) auf ihr Konto eingezahlt.

Entschuldigen Sie das Missverständniss, aber ich habe doch noch nie auf meiner Ehefrau ihr Spielerkonto etwas eingezahlt. Somit steht nur die Beahuptung von Mr. Bet, ich hätte mehrere Spielerkonten, was aber nicht möglich ist.

Thank you for your reply, Fabian. Could you please clarify who is the owner of the Paysafe account?

Der Inhaber des Paysafe Konto bin ich selbst.

Did you and your wife claim any bonuses, or did you both play with your real money only?

Meine Frau hat nie auf Mr.Bet gespielt, sie hat kein Spielerkonto und ich habe ihr auch kein Geld einbezahlt. Das war ein Missverständnis.

Einen Bonus habe ich auch zu keiner Zeit in anspruch genommen oder damit gespielt. Ich habe nur mit Echtgeld gespielt

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.

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.

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

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.

Soeben hat mich Mr.Bet kontaktiert und sich für das Misserständniss entschuldigt. Das Konto ist wieder entsperrt und der Gewinn ist noch vorhanden und auszahlbar.

Vielen Dank an das gesamte Team von Casino Guru für die super Hilfe. Ihr seid spitze 😉

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

Dear Fabian and Mr Bet Casino,

I'm really glad that the case could be resolved that way. Please do not hesitate to contact us if you will come across any other trouble in the future. The complaint will be now closed as resolved.

Best regards,

Nick

Casino.guru