Mr Bet Casino - Player's account has been closed after withdrawal request.

Inscrevi-me neste site de jogos online no inicio de Março para tentar a minha sorte, e na semana passada tentei sacar 2000 euros de prémios acumulados e estes bloquearam-me a conta sem se quer darem qualquer justificação.

Enviei um e-mail para o "support@mr.bet" a perguntar o que se passava, e o porquê de me terem bloqueado a conta.

Estes responderam a dizer que eu estava envolvido em atividades fraudulentas e que utilizava métodos ou técnicas auxiliados por máquinas, e que assim encerravam a conta permanentemente.

Não sei nem nunca fiz qualquer fraude ou usei técnicas especiais para enganar fosse quem fosse.

Isto só aconteceu quando eu fiz um pedido de levantamento de 2000 euros e estes ao fim de +- 3 dias bloquearam a conta.

Isto aconteceu de igual modo á conta da minha esposa que também tinha 1778 euros ao qual foi pedido um levantamento de 200 euros.

Dear Imortall,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re facing with your account and the withdrawal request. To help us better understand and investigate the situation, could you please provide some additional information?

• Could you specify the exact date when your account was blocked and when you requested the 2,000 euro withdrawal?
• Have you received any written communication from Mr. Bet detailing the reasons for the account closure and the claims of fraudulent activities? If so, could you forward these communications to petronela.k@casino.guru?
• Have you completed the account verification process successfully? If so, when?
• What types of games have you been playing on the site (e.g., live casino games, slots, or sports betting)?
• Can you confirm if your wife also has an account with Mr. Bet, and whether her account was verified successfully in the past?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Boa noite,

O saque de 2000 euros foi solicitado no dia 30 de julho e a conta foi bloqueada no dia 1 de Agosto.

Não, a Mrbet não comunicou qualquer intenção de bloquear a conta, fui eu que ao ver a conta bloqueada que entrei em contacto com eles por email, e depois é que eles responderam a dizer que tinham bloqueado a conta defenitivamente.

Não sei precisar a data da verificação da conta, mas sei que foi antes do primeiro levantamento que foi a 7 de Março de 2024 e eles não deixavam levantar sem ter a conta totalmente verificada.

Só tenho jogado no

piggytap

Book of 99

Royal coins

Mas aquele que eu jogo assiduamente é mesmo o piggy tap.

A minha esposa tem também uma conta na Mrbet, mas só tinha ainda feito a verificação do número telemóvel e e-mail, a documentação ainda não tinha feito, estaria a espera que fosse solicitada com o primeiro saque.

Obrigado

Hello Imortall,

If your wife also has an account with the same casino, this could have potentially raised some red flags for them. To help us better understand the situation, could you please provide details on whether you and your wife share any of the following:

1. The same device for accessing the casino
2. The same payment method or financial accounts for deposits and withdrawals
3. The same email address or other contact information

Thank you for your assistance.

Boa noite, não, não partilhamos qualquer conta, ela tem uma conta própria com email dela, o carregamento ou saque foi feito com conta bancária dela. Ela usa o telemóvel dela para aceder e eu uso o meu telemóvel ou pc portátil.

A única coisa que é igual é a morada.

Thank you very much, Imortall, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Imortall,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino,

Can you please clarify the fraudulent activities that have caused the casino to confiscate the player's winnings?

Kind regards,

Adam

Dear Adam,

The user has violated rule 2.1.9, which states: "You shall not be involved in any fraudulent, collusive, fixing, or other unlawful activities in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods, techniques, or hardware devices for Your participation in any of the Games." As a result of this behavior, we reserve the right to invalidate any betting and to close the user's account. We are currently in the process of gathering evidence regarding this user.

Hello Mr Bet Casino,

Thank you for your response. We will allow more time for evidence to be sent.

Kind regards,

Adam

Dear Adam,

We have sent an additional email with further evidence of the user’s violation of our terms. We appreciate your consideration of this information and look forward to your review.

Hello Mr Bet,

Thank you for your email, I have replied asking for a little more clarification.

Kind regards,

Adam

Dear Adam,

We have sent you a response to your questions. We would appreciate your review.

Hello all,

I have received further supporting information from the casino and this is currently being reviewed. I will post an update again shortly.

Kind regards,

Adam

Dear Mr. Bet Casino,

I apologize for the delayed response, but after analyzing the information I am afraid I have some further questions for you. Please find my reply to your email.

In the meantime Imortall, you mentioned you and your wife both have an account, can you please clarify which games your wife plays, and if you both play at the same/similar times?

Kind regards,

Adam

Sim, por norma jogamos no piggy tap e a horas semelhantes, tem a ver com o valor a que estao os prémios (minor, major)

Se estiverem com valores baixos não jogamos.

Mas não vejo onde isto possa ser fraude, ela joga o seu jogo e eu jogo o meu.

Dear Adam,

Kindly review our latest email, which contains the details of the user's case. We appreciate your attention to this matter.

Dear Mr Bet Casino,

We have discussed this case further internally and I have now responded to your email.

Dear Imortall,

Can you please clarify which devices you use to login to your account and play?

Kind regards,

Adam

Uso omeu telemóvel samsung galaxy a32 e o meu portátil lenovo ideapad

Hello Imortalli,

Thank you for confirming. Aside from the fact that your wife also has an account and plays the same game, t he information provided by the casino shows that you have logged into your account with both of your devices at the same time, and also played the same game on both. Can I ask you to explain why this might be?

Kind regards,

Adam

Aquilo que acontecia era quando tinha o jogo aberto no meu pc também conseguia abrir ao mesmo tempo no meu telemóvel, agora como isso era possivel têm que me explicar vocês.

Pois sempre pensei que seria a própria mrbet a fazer com que o jogo fosse assim.

Mas pergunto eu:

Será que só acontecia isto comigo??

Não seria uma anomalia do próprio jogo??

E onde é que eu beneficiei com tudo isto??

A mrbet sabe muito bem que não houve qualquer benefício.

Continuo a dizer que não fiz qualquer fraude ou coisa ilícita que me beneficiasse seja no que fôr.

Hello Imortalli,

I am currently awaiting a further response from the casino via email regarding how it is possible for the game to be accessed from the same account on multiple devices, and what advantage may be gained by doing this. When playing slot games, I do not believe that any advantage could be gained by doing this, but this game is a little different. I will extend the timer accordingly.

Kind regards,

Adam

Por aquilo que eu vi das poucas vezes que acedi ao jogo quando me esquecia de sair do pc ou do telemóvel e ficava com os 2 em simultâneo a jogar era que no pc metia a bater em automático e quando entrava no telemóvel ao bater descontava em dobro, ou seja, descontava no pc como se fosse um jogo e descontava no telemóvel como se fosse outro jogo. Por exemplo no pc apostava 1 cêntimo e ganhava 2 no telemóvel apostava 1 cêntimo e poderia ganhar 3, 4 ou não ganhar nada. Não era igual.

Mas onde eu queria chegar é que nunca me saiu nenhum prémio grande que justifique a atitude da mrbet. Eu nunca joguei assim por muito tempo,era só ate detetar que o jogo estava a bater no pc ou telemóvel. E como disse pensava ser normal, mas como não me beneficiava parava logo que detetava.

Dear Adam,

In our most recent letter, we provided answers to your follow-up questions and additional details about the case. Thank you in advance for your consideration.

Hello all,

I apologize for my delayed response and thank you for your patience.

The casino has since provided further information about the case, and it certainly does appear that playing this particular game via two devices at the same time offered an advantage to the player.

I appreciate that this is how the game has been set up, and that is not the fault of the player. However, the player making use of this ability can not be considered to be playing fair.

Additionally, it is against the terms and conditions of the casino for two players to register an account from the same household/IP address. Normally, we wouldn't consider this to be an issue if both players can pass the verification, but the fact that both of these accounts have again played this same game at the same time raises further concerns.

Unfortunately, there isn't anything we can do to further assist in this case. While the game should not have been set up in this way in the first place, it seems that the casino has operated according to its terms and conditions in this instance. Please understand we can only make a decision based on the evidence at hand and consequently, this complaint will now be closed.

I am sorry we could not be of further help on this occasion.

Kind regards,

Adam