Mr Bet Casino - Player's account blocked, winnings confiscated.

Good evening.

On the 14th of October 2023, I won at the casino

Mr. Bet Casino https://mr.bet/at/casino (I'm adding the link to this casino because I couldn't find it on your list) a total of 1050€.

The money was put into circulation, the deposit bonus was completely played and corrected.

A few days later, an email was received stating that my account was blocked and the funds were liquidated - I was accused of having two accounts ( which is inaccurate as I have only one account registered in my name and fully confirmed from which I had been regularly playing at this casino and making deposits without any questions received regarding any violations).

In the subsequent correspondence, no evidence was provided other than a few excuses. After another verification process conducted by them, all the questions were addressed with clear answers. I received a letter that a letter of explanation was sent to my mailbox (the one registered with the account). After checking my mail, there was no letter found. No response was received to the subsequent letters!!!!

Dear boginyakobra,

Thank you very much for submitting your complaint. I’m 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 or using your email address?
• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

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

Good evening. I will answer your questions

· From my IP address, almost no one could enter mr.bet casino

When replenishing the deposit, the deposit bonus was activated.

But he was completely played according to all the rules.

· Yes of course. The account has been fully verified.

Thank you very much, boginyakobra, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello boginyakobra,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr. Bet Casino,

Can you please provide more information on why were the player's winnings voided and the account closed?

If the information can't be shared publicly please forward them to me at michal.k@casino.guru

Dear Michal,

We recently sent you an email detailing evidence of rule violations by two user accounts on our platform. Kindly review the email and supporting evidence. 

Thank you for your email and provided evidence Mr Bet Casino Team.

Dear boginyakobra,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about bonus abuse and multiple accounts or close collusion/strong connections between several casino accounts.

The casino acted in accordance with its terms and conditions, and we accept its decision.

I am 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 try our best to help.

Best regards,

Michal

Casino.Guru