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

I cannot enter the casino, they blocked my account because according to them I committed the infraction of having more than one account and it is not like that.

I use only one email and it is impossible for me to have another account. It seems suspicious to me that just that I asked to withdraw my money they block it.

I feel cheated, the casino does not give me a solution

Dear Eliette,

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? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

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!! I can confirm that no one else in my household has an account at Mr Bet, only me.

The profits accumulated and there was an active bonus for 9,000 CLP, and 41 CLP withdrawable since I made 2 withdrawals of 80,000 and 20,000 CLP each.

I made 3 deposits and they added a promotional bonus to each of them.

I have not withdrawn any winnings as it was my first time playing at this casino and I was very happy that I won, I find it terrible that they do not want to give up my winnings. attached a picture where you can see my profits, though not the last as there are variations in profits and withdrawable balance, but it's the only picture I took

Thank you very much, Eliette, 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.

Thank you very much I will be attentive !! I hope it can be solved 🙁

Hi Eliette,

I'm taking over your case. We are currently working on an agreement so that the casino can provide us with evidence regarding your complaint (and other complaints). I will keep you updated on the progress.

Hello Peter, any news?

Hi there, we sent a signed agreement to the casino, now we would like to ask the casino to provide evidence for the complaints.

I'll be attentive then !! Thank you

Dear CasinoGuru team and Eliette,

We would like to inform you that we have checked this case again. Our security department created a verification request for Eliette. In order to find a solution here, we would like to ask Eliette to provide us with all the requested documents to confirm that she is the account owner.

Best regards,

MrBet Casino team. 

Thank you MrBet Casino team for the reply.

Dear Eliette,

Please provide the requested documents and keep me updated.

Thank you very much Peter and Mr bet for responding and reviewing my case.

Currently I have uploaded the documents required by the casino and I am waiting for the verification

Any updates I will let you know, thank you very much !!

Thank you Eliette, I will set the timer to 7 days.

The verification of the documents was approved, now I am waiting for the response from Mr bet !!

Hi Eliette,

Has there been any news?

Hello!! Nothing yet 🙁 the verification was approved, they told me that they would contact me in 48 hours maximum and still nothing .. I have asked Mr bet support and they tell me that I have to wait for them to send me an email with the resolution ..

I hope it's soon

Hello Peter and Eliette,

We would like to say thank you for your efforts to solve this issue. The verification was successful. We have reopened the account for Eliette and the balance was returned. We are extremely sorry for the inconvenience caused by our mistake. And thanks Eliette for understanding. I hope you will enjoy playing with us in the future. We will do everything possible to provide you with the best gambling experience! 

Best regards,

Mr.Bet Casino Team. 

Hello!! That's right .. it was resolved and they returned my account, the balance I had I am waiting for the deposit ..

Thank you very much Casino guru for the management ❤️ I am very grateful

Thank you Mr.Bet Casino Team for your cooperation.

Dear Eliette,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. 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