The player from Chile has been blocked probably due to unsuccessful verification. After a closer examination, we ended up rejecting this complaint as there is sufficient evidence the player has breached the casino's terms and conditions.
Mr Bet Casino - Player's account has been blocked.
Amount: $2,234,530 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
1 year ago
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1 year ago
Translation
Win an award in mr. bet of the sum of $2,234,530 of withdrawable amount... I made the withdrawal on December 23 and to date they had me in verification... I sent the documentation they requested 3 times and today they have blocked my account!
Dial my account was blocked due to paragraph 9.1.2. Only one account per person is allowed. Winnings cannot be collected on accounts opened under false names or on multiple accounts opened by the same person....
I ask what the violation is... I have never had another account nor am I playing with a false name.
And neither do they say what the violation was.....
I am really upset with this situation, that apparently they blocked me because they DID NOT WANT TO PAY ME!
I hope that by this means you can give me an answer
Automatic translation:
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1 year ago
Dear Dalisu,
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. Could you please advise which documents you provided? Have you provided all the required documents as soon as possible and in the correct format? Also, could you please confirm that the personal data you entered when creating your casino account match fully the personal data from your documents?
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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1 year ago
Translation
Hello
My personal data is correct and coincides with the ones I registered in Mr Bet.
The information I sent was a photograph of my identity card in addition to a verification that they do with the phone's camera (which is like a face photo), apart from verifying my data I sent my account statement where the movement of the payment that appears I did through webpay when I uploaded to my mr Bet account.
My identity information was verified, but my documents where I made the payment with my bank were rejected.
For this reason I asked my daughter (since I went to her house for the year-end holidays) to help me with the verification, in which she uploaded the same documentation, but in .pdf format (this information was also rejected and He had to upload it again, and on that third time a verified part was left and my debit card needed to be validated)
I suppose that since my daughter verified from her tablet they thought it was multi-account (since my daughter also has an account at mr bet), but it is not multi-account, since those incomes were only exceptional to help me with the documentation of the verification .
I remain attentive to your answer....
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1 year ago
Thank you very much for your reply, Dalisu. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello, I sent the information of the emails sent to Mr bet. Due to personal information I did not upload it here.
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1 year ago
Thank you very much, Dalisu, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello Dalisu,
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 regarding the player's blocked account? Please provide any supporting evidence for your claim of multiple accounts to michal.k@casino.guru
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1 year ago
Dear Michal,
The user's account was blocked due to our 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.).
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;
We will need additional time to collect evidence of violations of our rules for you.
Thanks in advance for your patience!
Best regards,
Mr.Bet Casino team
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1 year ago
Thank you for your response, Mr.Bet Casino.
Please provide any supporting evidence for your claim of multiple accounts to michal.k@casino.guru
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1 year ago
Dear Michal,
We've sent you an email with supportive evidence. Thank you in advance for your consideration!
Best regards,
Mr.Bet Casino team
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1 year ago
Thank you for the email, Mr.Bet Casino team.
I have replied back.
Dear Dalisu,
Just to double-check, did only you deposit money into your casino account with the payment method holding in your name? Did you deposit money into other casino accounts? Have someone else deposited money into your casino account?
Can you please confirm your daughter's casino account details (registered email, player ID/name)?
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1 year ago
Translation
Hi Michal, since I don't have access to my Mr Bet account, I couldn't review the deposits to compare them with the bank statement.
I am almost 70 years old and when I started playing at Mr Bet I didn't even know how to enter the bank, much less make payments via webpay... So my daughter helped me make the payments (I think she helped me with no more than 5 deposits)... Perhaps he made a mistake in 1 deposit and made it by mistake from his account, but I'm sure the others were from mine, which I have not been able to check... But after that I have made all my deposits from my account.
It should be noted that the deposit with which I won $2,234,530 was made from my account (I sent this information to Mr Bet with the support of my bank account statement)
I have not been able to ask for my daughter to review her payments on those dates since she does not live with me, I cannot call and ask her especially these days that she is away from home for work.
I don't know the details of my daughter's casino account... I don't have access to her email nor do I know what her player name is...
Due to time (since I had 8 hours left to respond) I have not been able to contact her and ask her...
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1 year ago
Dear Dalisu,
We have received evidence from Mr.Bet Casino that you have indeed breached the casino T&Cs as mentioned previously by the casino. Multiple accounts were created with the same or very similar name, address, and IP address, and the same payment method was used.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.
Best regards,
Michal
