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

They blocked my account since the previous one forgot the password and I could not log in, so I had to make another account and they blocked me when I tried to withdraw my money

Dear Marcela,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://mr.bet/terms:

"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"

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise if you have activated any promotional offer in your accounts and if those two accounts were active simultaneously?

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, if I had two accounts but it was because I forgot the password of the first account and I could not recover it, so I activated another account ... thank you for the clarification

Thank you, Marcela, for your reply. Could you please advise if you have activated any promotional offer in any of your accounts?

Si active un bono

Have you redeemed bonuses in both accounts or in one of them only?

One last thing before we'll contact the casino. Could you please advise if you have deposited any funds into your first account?

Yes in both

Thank you very much, Marcela, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thanks

Dear Marcela,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Mr Bet Casino to join this thread and participate in the resolution of Marcela’s complaint.

We would like to ask Mr Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Casino Guru team,

Please be informed that according to our Terms and Conditions 3.1.2, the User’s account has been closed and winnings have been written off.

"3.1.2. You are allowed to have only one Member Account. If you attempt to open more than one Member Account, all betting accounts you try to open will be blocked or closed and any bets or winnings from your closed or blocked account will be voided for at the discretion of the casino administration."

The User was repeatedly using different accounts and bonuses were also claimed on them.

At the moment, we left the user an account that she can continue to use, the rest were blocked.

Best regards,

Mr.Bet casino team

Thank you, Mr Bet Casino team, for the reply. Do I understand correctly that you claim that Marcela has created more than two gaming accounts and claimed bonuses in all of them?

Dear Casino Guru team,

Yes, we confirm that the user had multi-accounts and the user used bonuses on them. The account that was created the very first remained open and available for use.

Best regards,

Mr.Bet Casino team

Thank you, Mr Bet Casino team, for clarifying. I’d like to kindly ask you to provide the relevant proofs. You can forward the information to andrej.p@casino.guru.

Dear Casino Guru team, 

Thank you for accepting our draft of processing data agreement. We need more time to process the request from our side. As soon it will be processed we provide you with evidence of a violation of our rules. 

Thank you in advance for your patience! 

Best regards, 

Mr.Bet Casino team

Thank you all for your patience. As the matter regarding the data processing agreement has been sorted out, we would like to ask Mr Bet Casino to provide the requested information.

Hello, Andrej. 

Thanks for your patience. I would like a slight clarification. Do you want us to provide the relevant proofs that the user has created two accounts with us? Or will you need any additional information? The thing is that Marcela actually confirmed that she had created two accounts with us and it was a violation. Waiting for your reply.

Best regards,

Mr.Bet Casino team

Dear Mr Bet Casino team,

We believe that cases like this should be assessed separately. In this case, as far as we’re aware, the player only created another account because of a forgotten password and her unawareness of the casino’s policies. This is why we’re trying to collect all important details and find out if Marcela did, or could have gained any advantage by creating another gaming account. As Marcela had previously stated that bonuses were only claimed from one of the accounts, we asked for evidence that would support your claims that bonuses were claimed from all duplicate accounts.

Hello, Andrej!

Please check your emails to get more details about this case. We have sent you the explanation with the proofs. In case you need anything else, please let us know.

Best regards,

Mr.Bet Casino Team.

Thank you, Mr Bet Casino team, for providing the relevant evidence.

Dear Marcela,

Could you please advise if you have claimed any bonus offers from the second account you created on September 7, 2021?

Dear marcela,

Please be informed that the casino provided evidence that answered the last question. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Dear all,

As explained above, we will now close this complaint as ‘rejected’.