The player from Finland had a blocked account due to the casino's claim of violating terms regarding user information and sharing. The player insisted that he had not breached any terms or conditions. After reviewing the case and evidence provided by the casino, it was concluded that the complaint was unjustified due to multiple accounts linked to the player, which suggested potential bonus abuse. The casino's actions were deemed consistent with its terms and conditions, and a prior ruling from Curaçao eGaming also supported the casino's decision.
Mr Bet Casino - Player’s account has been closed.
Amount: €978
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Regulator: Casino was right
REJECTED
Case summary
2 months ago
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4 months ago
Translation
The casino has blocked my account, claiming that a single user, IP address, computer device, household, residential address, phone number, credit or debit card, and/or electronic payment account, email address, and shared computer environment have violated their terms or rules. I am 100% certain that I have not breached any of these terms, nor created an account under the same IP address or violated any other conditions.
Automatic translation:
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4 months ago
Dear l1lje,
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 confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,
Dominika
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4 months ago
Translation
I haven't passed the KYC verification completely yet because I didn't manage to send the address proof to the page when my account was closed. Yes, I collected winnings with the active bonus. I don't have any documentation with the chat, I didn't take screenshots of them, they just claimed that the IP address, home address, etc. had been used to play or create an account.
Automatic translation:
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3 months ago
Thank you very much, l1lje, for providing the necessary information. 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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3 months ago
Hello l1lje,
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 some information on the potential multiple accounts accusations? Please forward all relevant evidence of this to me at michal.k@casino.guru
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3 months ago
Dear Michal,
Please check our most recent email, where we have provided the details of the user's case. Thank you in advance for your consideration.
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3 months ago
Dear Mr Bet Casino Team,
Thank you for the information and evidence provided.
Dear l1lje,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with IPs, device IDs, and the same over very similar game pattern. All of the accounts took advantage of the bonuses, and similar games were played, which can’t be considered as just a coincidence and suggests your account was part of a potential bonus abuse group. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as was communicated to you. Furthermore, I have been informed that you have already lodged a complaint with Curaçao eGaming (CEG), which has ruled in favor of the casino, a decision with which I concur.
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.
Best regards,
Michal
Casino Guru
