The player from Austria attempts to make a withdrawal from Mr.Bet casino but finds his account locked due to being flagged as a duplicate account.
Mr Bet Casino - Player's account has been closed.
Amount: €4,000
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 opened
Current status
Waiting for Casino Guru to reply
5d 18h 12m 52s
Case summary
2 days ago
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5 days ago
Translation
Dear Sir/Madam, I recently tried to make a withdrawal at the online casino Mr.Bet. However, now my account is locked because it's allegedly a duplicate account.
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4 days ago
Dear maci1705,
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.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Have you used any VPN or IP-masking software to access the casino website?
Could you please advise if you have passed the KYC verification?
What types of games did you play? Were they slots, live casino games, or did you make bets on sports?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
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4 days ago
Translation
Yes, it could be that my sister made an account. I asked her, but she is underage and won't admit it. I thought so too, because I know a lot about computers because of the IP address.
No, I have never used a VPN.
I wanted to withdraw and was told to verify myself. Up to that point I only had to verify my phone number.
I only played slots.
I converted the bonus money into real money and had about €3000 and a little bonus money. I then carried on playing to convert this bonus money into real money. It worked. At one point I got to €5000. I played my way down to €4000. I wanted to cash out and was blocked.
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3 days ago
Translation
Oh yes and at that time or that night when I was banned, a friend was with me who was playing on my second PC on his own account. I don't know if it helps, unfortunately I don't know his email but his account name is something with "merlzn"
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2 days ago
Thank you for your response.
So, if I understand correctly, it seems that your underage sister may have created an account in the casino, while at the same time, you're certain that your friend, who also has an account, played on your computer. Could you please clarify a few details?
- Were you logged into your casino account at the same time your friend was using your second computer? Or was he playing when you were not logged into your account?
- Is there any chance that you and your friend played the same games or used the same bonuses during his visit?
- Have you previously used this second computer to play at Mr Bet Casino?
This additional information will help us understand the situation better and proceed accordingly.
Thank you again for your cooperation!
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
