The player from Chile has been blocked after registration. The player and his wife both opened and used accounts from the same device. Since there were no confiscated funds involved and considering that the casino closed the palyer's account in accordance with the general T&Cs, we decided to reject this complaint.
Mr Bet Casino - Player has been blocked.
Amount: $1 CLP
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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2 years ago
Translation
Dear Mr Bet.
I got breakfast blocking my account when trying to enter. They ask a series of questions at the beginning of the complaint, none of which is about my problem.
It seems to me a great lack of security when performing this type of scenario without arguments.
For a casino so large and with so much support, what happened is inconsistent, my wife had exactly the same thing and in her place just when she made her deposit request, which means that there is a double standard when it comes to the regulations that are applied. set original.
I urgently request to unlock my account and evaluate constructive criticism to KYC staff to avoid future mistakes to other players.
the casino has a good reputation but these events tarnish its credibility.
I remain attentive to the request.
Best regards.
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2 years ago
Dear danijasa21,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your account was blocked because you didn't pass the KYC? Could you please clarify the dispute value? Are there any funds being held by the casino in your blocked account?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Dear danijasa21,
We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Dear Kristina,
What information do you want me to provide? My account was blocked for playing on my wife's device and her account was also blocked since in the casino system apparently there cannot be 2 accounts with the same IP. In addition, they withheld $ 400,000 Chilean pesos from her for the arbitrary blockade.
I have been explaining what happened for 2 weeks and still without resolution, I find your analysis to resolve shameful.
Attentive to the comments,
Best regards
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2 years ago
danijasa21, I asked you questions in my first message and you haven't replied, and that was the information I was waiting for. Do I understand correctly that the casino hasn't confiscated any of your winnings? Has this situation affected your own funds/balance in any way?
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2 years ago
Translation
Dear Kristina, I come back and repeat.
Casino has not confiscated funds or winnings. I only lock my account by using the same device as my wife to play. That's it. Do you have any other questions?
Best regards
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2 years ago
Please understand, that we can’t penalize the casino for closing your account if there were no confiscated funds involved. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
If your balance was 0 when the casino closed your account, I’m afraid, there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Finally. Will I be able to continue playing with my account or will it be permanently blocked?
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2 years ago
Please understand the casino is not obliged to reopen any account as long as there are no funds withheld, especially when you breached the T&Cs by opening 2 accounts from one device.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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 and we will try our best to help.
