The player from Germany has been accused of opening multiple accounts. We ended up rejecting the complaint based on the evidence provided by the casino.
Mr Bet Casino - Player has been accused of opening multiple accounts.
Amount: €2,800
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello
I made a payout of 2500 euros today
A few hours later, the payout status was behind a?
And I went to the live chat, they told me the payout was being processed and everything was fine .... Since I
Having successfully completed withdrawals before, I didn't worry about that ....
And now the shock, I was about to log in because I was told my account is blocked because I have another account ... this is not true
I have now tried to clarify it for an hour but without success ... what should I do ... this is really a fraud, but not on my part ....
Automatic translation:
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3 years ago
Dear Sternkind2611,
Thank you very much for submitting your complaint. I’m very 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? Have you accumulated your winnings with or without an active bonus? Was your account successfully verified previously?
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
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3 years ago
Translation
Hello
Thank you for the fast feedback
I talked to the live chat for many hours yesterday to find out what the problem was after long deliberation I can actually not say one hundred percent that my data was not used by my ex-boyfriend a long time ago Because this can actually be, he got his money into my account at that time and thus possibly made deposits from my account to his player account but I don't know I also recently got a new phone number because my pocket where my phone was stolen is the new phone number I think Also not stored in the casino I just didn't think it was necessary because I don't need them when logging in but have to register with an email address and a password
The casino allegedly checked this several times yesterday and is sure that I have several players accounts This cannot be at all I have only registered one account myself They told me that this decision is now fixed and my account is blocked but because they me As a player, you would appreciate the other player account of which I don't know anything and then I could use the 2nd player account to continue playing that I find really very cheeky because firstly all my money is gone and secondly I don't have a second one account at least I don't know anything about it, the next thing is that I have of course confirmed my account and have already made several withdrawals without problems because there were never any problems they were always very friendly and very fast the money was usually in my account after 2 days Therefore I understand it even less. I was also not given any information about this blocking of my account U nd the statement from the casino was always that it was a suspicion that I find it really very cheeky because I reported myself to them without anyone saying anything and they seriously deny me access with unfounded reasons
This time I made my winnings without a bonus
But as I said with a different device and a different phone number, it may be because of that. Unfortunately, I didn't get an answer from the casino, they keep referring to the conditions that you enter into when registering
I have also asked several times to give me the other e-mail address or the other data from the second account should not be a problem if you are of the opinion that it is my account anyway
But of course they kept telling me that it was a safe casino for players and that they weren't allowed to
I'm curious what you will find out ...
I only know one thing, so playing online is of course no longer fun if you have to worry about your winnings being paid out
I am looking forward to hearing from you again and thank you very much for your help
LG Ela
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3 years ago
Thank you very much, Sternkind2611, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Sternkind2611,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Huhu
That sounds great, I can only hope that they are also interested in clarification ...
Thank you very much for your effort
LG Ela
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3 years ago
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 according to our terms and conditions.
Best regards,
Mr.Bet casino team
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3 years ago
Translation
So I seriously ask myself whether this is all a joke like with Hidden Camera or something I am not aware of any guilt for the 100th time I now say that I do not have another account Can someone please tell me what I should do now, that's all like a bad movie
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3 years ago
Hi all,
Thank you for your replies.
Dear Mr.Bet casino team,
Could you please send evidence supporting your claims to my email address (peter.m@casino.guru)? Thank you.
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3 years ago
Translation
Huhu
I have also asked for this information several times
Which shouldn't be a problem if it is assumed that it is my data
But not even I get just one answer several times ... ...
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3 years ago
Translation
Really a joke if you think it's my data .....
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3 years ago
Hi Sternkind2611,
I'm still discussing the issue with the casino. I will send you an email and would kindly ask you to reply to it.
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3 years ago
Dear Casino Guru team,
Proofs of multiple accounts and violation of our rules may contain personal information and security information from our internal logs that we as subject of GDPR are not eligible to provide.
We’ve sent to you the draft of the processing data agreement and are waiting for your timely cooperation in this matter.
Also, please notify us in case if the User provided you with the necessary information regarding her accounts.
Best regards,
Mr.Bet Casino team
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3 years ago
Hi all,
Thank you for your replies. The data agreement and the Power of Attorney signed by the player are currently with our management and I'm waiting for the next steps. I will keep you updated.
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3 years ago
Hi there, we sent a signed agreement to the casino, now we would like to ask the casino to provide evidence for the complaints.
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3 years ago
Hello Peter,
We've sent you requested evidence of multiple accounts to peter.m@casino.guru. Please let us know if you need more information regarding this case.
Best regards,
Mr.Bet Casino team
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3 years ago
Dear Mr.Bet Casino team,
Thank you for your email, I asked you for some additional evidence.
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3 years ago
Hello, Peter.
We have sent you a new email with additional information. Please let us know if something else is needed
Best regards,
Mr.Bet Casino team
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3 years ago
Thank you Mr.Bet Casino team for the additional information.
Dear Sternkind2611,
Based on the evidence provided by the casino I'm afraid we have to reject your complaint. I can only recommend you open only one single account per casino in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
