The player from Germany has been accused of opening multiple accounts. Admittedly, his parents have accounts in the same casino. We ended up rejecting the complaint because it was not justified.
Mr Bet Casino - Player has been accused of opening multiple accounts.
Amount: €850
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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3 years ago
Translation
I play very often in this casino, and accordingly also often paid in. My parents each have an account there and recommended MR Bet to me at the time, which is why I opened an account there in the first place. I made a deposit of 10 euros without a bonus via Paysafecard as always. There have never been any problems with deposits or a notice that my account is not ok. Since I received my uncle's old computer that I play on, I cannot judge what happened to it before. I then wanted to pay out 850 euros via sepa to my name and my bank account, everything identical to the data I gave when I registered. Shortly afterwards, the player account was blocked and I received the following message:
Your account has been blocked because of "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;"
I wanted to comment on this, but only the chat is available in German.
I would like to have my winnings or an answer why all deposits were made, but then the withdrawal becomes problematic. I would like to continue playing there in the future without having to worry about being cheated on.
I ask for your help
I live with my parents in the same household because as a student there is no other way. For financial reasons, I am grateful for a used PC. I don't know what happened there before my time. I only created one account with Mrbet and only used my name and identity once.
Automatic translation:
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3 years ago
Dear Maxim Alexander,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your parents share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you, or your parents, activated any promotional offers when depositing funds?
I have checked the general terms and conditions, and this is what I found https://mr.bet/terms:
"Bonus 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.)."
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 Petronela,
Thank you first for the quick answer. The household address is the same. It is an apartment shared apartment. Everyone uses their own device. We recently bought the house computer that is used to play games from time to time. Several people who used our home network had access to the WiFi. Everyone has their own cell phone and their own cell phone number, which you can also play on via app. My parents haven't played on their accounts at Mr.Bet for several months. Everyone has their own payment method. In this case, I use Paysafecard on my Mrbet account. This Paysafe account also runs exclusively on and for me personally. Everyone uses their own email address. The Mrbet accounts were opened by different devices at different times. I used deposit bonuses more often at Mrbet, but no bonus was active on the last deposit of 10 euros, so it was earned from these deposited 10 euros.
Unfortunately, I cannot answer at the moment whether and to what extent my parents have this personally. Maybe it could be that someone played MrBet on the PC before, and I didn't know it. I also bought the cell phone second-hand and I don't know what the previous owner might have had to do with it. Regarding the other devices, unfortunately, I cannot give exact, truthful information. I also don't know what happens at home when I'm away from home. (who uses what when and how) siblings, relatives or their and family friends. We have friends in our circle of friends who all know and play Mrbet. But everyone uses their own account and deposit method. I think once my parents have deposited they must have taken advantage of a deposit bonus, but I don't know for sure. You are not at home right now and will not be back for a few days. In the end, it was you who introduced me to the provider MrBet and, funnily enough, recommended it.
I'm 19 years old myself and I'm not allowed to play that long, but I truthfully stated everything when I opened my account and behaved correctly. Sometimes I'm happy to be able to play at home at all, but I'm still young and also happy to be able to use the devices at home. Maybe I used a device that was played before, but not consciously.
It's a shame if I don't get my winnings because of something like that. I was always contacted by the casino and they regularly offered me deposit bonuses which I then used. There were never any problems in any of the transactions and I never received a report of this kind.
We can also show all of our IDs and confirm that we are at a registered address, everyone has their own e-mail and payment method.
If you still need something, I'll be happy to send it to you.
Warm greetings
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3 years ago
Thank you very much, Maxim Alexander, 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 Maxim Alexander,
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
Hi Peter,
Thanks a lot for this. I also asked and requested a list of all incoming and outgoing payments in the chat. Unfortunately, that is always put off. I'm just being put off.
nice weekend
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3 years ago
Dear Casino Guru team,
We want to inform you that the User was blocked due to violation of our terms and conditions "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;"
Duplicate user accounts were found and all of them have been blocked
Also the User was informed that 7.1. 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.).
If you require more information regarding this matter please note that all proofs can contain personal information and internal logs information that we as the subject of GDPR are not eligible to provide.
We are still waiting for you to give us an update regarding the draft of the data processing agreement. As soon as you accept the draft, we will be able to provide any necessary information to resolve the issue.
Best regards,
Mr.Bet Casino team
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3 years ago
Hi Maxim Alexander,
It took a while, but now we sent the signed agreement to the casino and are waiting for the next step. 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
Translation
Hello guru,
please help me and please let me know if I have a chance to get back all paid stakes. I found out that the previous owner of my computer often organized game evenings, on the days they played at Mr.bet. Why didn't the casino tell you this when I registered? Otherwise I would never have paid anything.
Best regards
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2 years ago
Hello, Peter!
We have sent you an email with the proofs. You are welcome to check it and we hope to close a complaint after that.
Best regards,
Mr.Bet Casino team.
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2 years ago
Hi all, sorry for the late reply.
Dear Mr.Bet Casino team, thank you for sending the required evidence.
Dear Maxim Alexander,
Based on the evidence provided by the casino, I'm afraid, your complaint will be rejected. I can only recommend you always open only one single account in each casino to avoid situations like this. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
