The player from Chile disputed the casino's claim of multiple accounts which had led to the closure of her account. She shared her computer with her daughter but insisted they had separate accounts. The player claimed she had played without bonuses and was seeking a withdrawal of 164,420 Chilean pesos. The casino had cited a violation of their policy regarding multiple accounts from the same device as the reason for account closure. We had concluded that the claim of multiple accounts could not be disproven and thus the complaint was rejected. The player had been advised to use her own device in the future to avoid similar situations.
Mr Bet Casino - Player's account closed over multiple account dispute.
Amount: $164,420 CLP
Mr Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
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The casino has closed my account, accusing me of having multiple accounts, which is not true. I share my computer with my daughter, but we have separate accounts. They have my ID and Run account, where they have previously made deposits, but today they refuse to pay or show me any proof of their claims.
Personally, I just want to get paid. If they keep the account closed, I don't really care because they are also being offensive towards me.
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7 months ago
Dear lachinco123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the casino accused you of having multiple accounts because both of you have accounts at this casino, which is prohibited by most online gambling establishments.
- Could you please advise if you and your daughter both registered and played from the same computer?
- Which games did you focus on - slots, live casino, sports betting, etc.?
- Did you play with any bonuses?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
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We use the same computer because his is institutional, I had previously withdrawn without any problem and a certain David first suspended me and then deleted me from the system. I spent more than 2 weeks complaining and they denied me the money until yesterday when they suspended me without showing any proof of what they arbitrarily mentioned. To this day I am waiting for that evidence and they have not written or sent me anything, that is why I demand that they deposit my 164420 and I don't care if they close the account but that they at least pay or show the evidence that they refuse to deliver since it is your duty
Atte Mirta C***
Edited by a Casino Guru admin
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7 months ago
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Dear Kristina:
Since Monday my account was blocked and the reason is because I have two accounts. For almost a year I have been playing on your site and I have never created two accounts in my life. I was even surprised by the message and directly concluded that it was a theft or pyramid scam. Several days ago I sent my documents for verification and when they finally told me that the documents were of quality they blocked me.
I have never had any problems other than delays with payment. I wrote the same thing to the service, I asked for proof of it, which they do not show because I did not infringe anything, they just want to steal from me and I do not agree that they do it without proof by showing them my identity. I will go to all the forums to explain their bad faith and get justice.
They are wrongly accusing me of taking my money and that is wrong. Since I created my account I have always connected with the same computer, I never created an account.
I am writing to you because it is abusive to steal 164,420 Chilean pesos from an older adult who had that money. You do not show any evidence because you reserve that right but you violate all of mine.
I am writing to you so that you demand them and do not allow yourself to be fooled where they only recite the regulations like crazy, but not the facts that verify such information.
Pay attention to your response and be able to use my money
Greetings.
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7 months ago
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Dear, if you need proof, I have documented everything because the delay in payments caught my attention.
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7 months ago
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Mr.bet
4:22 (18 hours ago)
Hello,
Thank you for contacting our team!
I regret to inform you that your account has been blocked according to our rule 3.3.3. Unfortunately it is the final decision and there is no possibility of changing it.
3.3.3. The payment manager may perform additional verification procedures for any cumulative withdrawals exceeding €2,000 (or the equivalent in your currency), and reserves the right to perform such verification procedures for payments of a lower amount. Verification documents including but not limited to all of the following must be provided in good quality and within a period of 14 days of your request:
- the list of documents specified in article 3.2.4;
- any other document that we consider necessary to complete our verification processes;
- if, for any reason, you are unable to provide us with such information or it is not considered satisfactory, we may block or restrict your User Account until you provide us with such information. If we do not receive the required information or are unable to verify your identity, we may terminate these Terms, close your User Account and return to you, upon your request, any funds deposited into your account at the time we block or restrict your User Account, in addition of any funds deposited after your User Account has been blocked or restricted, subject to these Terms and unless it is necessary to delay or withhold payment of all or part of your deposit funds to comply with our legal and regulatory obligations , which include our anti-money laundering and fraud obligations.
It is recommended that account holders who want to recover funds held in a closed, blocked or excluded account contact the Customer Service Center.
Do not hesitate to contact us via email if you have any further questions or queries. We will always be more than happy to support you!
Greetings,
Gambling club manager, M
14 days have passed and they still haven't paid
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7 months ago
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Everyone responds the same and we have been doing this for more than 15 days, almost reaching a month.
Hello M
Thanks by contact with us.
You have already contacted us about the balance refund. Your question about a possible refund was previously sent to the relevant department and your question is being considered by the relevant department. As soon as the response is ready, you will receive a response via email.
Your question about a possible refund was previously sent to the relevant department and your question is being considered by the relevant department. As soon as the response is ready, you will receive a response via email.
Mr.Bet is a licensed casino and we care about our reputation. We are very sorry if you have faced some problems or inconveniences while using our platform, but we are trying our best to ensure that all users are satisfied with the services and we appreciate all kinds of feedback.
If you have any further questions, please do not hesitate to ask us.
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7 months ago
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I played without bonuses, all in cash, that's why I was angry.
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7 months ago
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Hello, Mіrta.
We thank you for contacting our team. Unfortunately, we would like to inform you that your account has been blocked in accordance with our policy 3.3.3. This situation is permanent and cannot be changed.
In accordance with rule 3.3.3, the payment manager may carry out additional verifications for withdrawals over €2,000 (or the equivalent in your currency) and reserves the right to carry out such verifications for lower amounts. All required verification documents must be provided in good quality within 14 days of your request, including, but not limited to, all documents mentioned in article 3.2.4.
Other acceptable documents may be required to complete the verification process.
If you are unable or unwilling to provide the requested information, we may restrict access to your account until you do so.
If the required information is not provided or your identity is not verified, we may close your account and refund any funds in your account at the time of blocking, as well as any funds subsequently deposited, at your request.
Where we are required to do so for legal or regulatory reasons, we may retain some or all of your funds. To access funds in a closed account, contact the Customer Service Center.
If you have any further questions, please feel free to ask us.
THEY REFUSE TO PAY PLEASE MANAGE IT AS I NEED MY MONEY
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7 months ago
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correction it's been 18 days without a response about wanting to deposit my funds, otherwise I need that money, please intercede, it has been a horrible experience
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7 months ago
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Dear Kristina:
One of the support people just told me that they are the same people who answer the emails that they don't want to pay me because I committed a serious offense and they don't want to tell me what it is because it doesn't exist. I always played with my money precisely so that they could pay me and now they come out with this.
They have delayed me for more than 20 days, please help me, without a doubt, Mr Bet is a fraud.
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7 months ago
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Hello, they still haven't paid me my money even though I gave them all the security questions, this seems like a fraud or a pyramid scam, please help me because I really didn't infringe anything and they arbitrarily took my money
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7 months ago
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The support team appreciates your attention and we are always ready to help you. Thank you for staying in touch with our team.
I wanted to follow up on the matter about the blocked account.
Our system has detected a breach of this rule on your part, so your account has been closed and your winnings cancelled. The decision to block is final and your account cannot be reopened.
Your inquiry regarding the possibility of receiving evidence of such a violation has been forwarded to the appropriate department. As soon as we have a response, we will send you the information by email.
Mr.Bet is a licensed casino and we care about our reputation. We are very sorry if you have faced some problems or inconveniences while using our platform, but we are trying our best to ensure that all users are satisfied with the services and we appreciate all kinds of feedback.
If you have any questions, please feel free to contact us at any time, our support team works 24/7.
I never violated anything and when I ask for proof they process it even though the system is supposed to detect it but it wouldn't take a day if that were the case. They just don't want to pay to have it taken into consideration.
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7 months ago
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I don't have multiple accounts, they couldn't prove anything when I asked them for proof, please demand it, they are thieves and you are lending yourself to that.
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7 months ago
I apologize, but we are not able to proceed with this complaint. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in both accounts. Please note that it is important to always use your own device to avoid similar situation in the future. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
