The player from Argentina faced account closure at Mr. Bet after attempting to withdraw winnings. He attributed the closure to confusion over using different emails for his Skrill account and the casino. Despite having successfully deposited and played, his withdrawal was left pending, and he was unable to access support. After a thorough investigation, the complaint was rejected as unjustified due to evidence indicating that the player's account was linked to multiple other accounts, violating the casino's Terms and Conditions. The player was advised to adhere to the casino's rules to avoid similar issues in the future.
Mr Bet Casino - Player's account has been closed unexpectedly.
Amount: $18,000 ARS
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 days ago
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2 months ago
Translation
So, I had some money in Skrill that I couldn't withdraw because it didn't meet the minimum amount required. When I saw the option on Skrill to deposit into this casino called Mr. Bet, I decided to do it with the intention of withdrawing a larger amount if I won (and indeed I did win and met the required conditions).
Now, here's where I believe the error occurred, and I'll explain: the email I used to create my Skrill account is from Outlook, but I no longer use it; I only use it for accounts where it's necessary. For my personal use and for any new accounts I create, I use a new Gmail email. I created my account on the casino and verified it by following the necessary steps (email and phone number verification). So I thought, "Okay," I was able to create and verify my account without issues.
I decided to deposit money because it seemed trustworthy, and, besides, the casino was recommended to me by Skrill. At the time of depositing, of course, my Skrill email didn't match the email for my casino account, but this didn't seem to be an issue for making the deposit. Whenever it's about adding money, there are no obstacles, mysteriously, only when withdrawing, and I don't know why (or if).
After playing multiple slots from different providers and also sports betting, I managed to increase my balance to the amount needed for withdrawal, which by the way is much higher than most casinos, but that's beside the point. The point is I reached the minimum requirement and proceeded to withdraw my money. The withdrawal was left pending, and after contacting support, they told me it could take up to 8 days. Yes, 8 days, which seemed crazy to me because I've never had to wait that long to receive a payment from any casino; I thought it might be something peculiar to this one.
I left my withdrawal pending and went to sleep. The next day, when I tried to log in to check on my withdrawal status, I realized they had closed my account because supposedly I created multiple accounts (I was new to this casino; in fact, I registered because it showed up on Skrill) and I was unable to log in, contact support, or anything. I believe they are confused because my Skrill email does not match the casino's, something that has never been a problem in other casinos. Honestly, I've never had issues with this at any casino. I'm attaching the screenshot.
I hope you can help me or at least make it known that this casino is not very recommendable, both for the issues when trying to withdraw legitimate money as well as the support, withdrawal timelines, etc.
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2 months ago
Dear lucashurtadocabj04,
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?
- Could you please advise if you passed the KYC verification before the casino blocked you?
- Did you accumulate 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,
Kristina
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2 months ago
Translation
Hi Kristina, thanks for getting in touch with me. I would like to tell you that, as far as I know, there is no one in my house who has created an account at the casino, since I am the only one who plays at online casinos, except for my cousin who was visiting, but he usually plays at 1xbet, so I don't think he created an account just in the week he was here.
Regarding KYC verification, I was not asked to upload any documents. The only thing I was asked for was email verification and mobile phone verification, which I completed.
Finally, regarding the bonus question, I didn't use any bonuses. I just deposited and played with the deposited money, first doing spins and buying some bonuses on Pragmatic Play and Hacksaw slots, and then I played a couple of all-ins on sports betting, and they all went well. So I reached a sum that I was happy to withdraw and I decided to do so once I reached the minimum withdrawal (18,000 ARS).
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1 month ago
Thank you very much for your reply, lucashurtadocabj04. 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 month ago
Translation
I found out that my account was closed because of the message I attached earlier when I logged in, but I can no longer access the support chat at the casino. I don't know what else to do.
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1 month ago
Thank you very much, lucashurtadocabj04, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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 month ago
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Hello, I would like to ask if there is any new or good news...
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1 month ago
Dear lucashurtadocabj04,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Mr Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Mr Bet Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?
Thank you in advance for your response!
Best Regards,
Kubo
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1 month ago
Dear Kubo,
We sent you an email with the reasons for blocking the user's account. Please check it for further resolution of the complaint.
Thank you for your cooperation and we are ready to help you in case of questions on this case.
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1 month ago
Dear Mr Bet Casino,
Thank you for your message. I have already sent an email with additional inquiries and am currently awaiting your response.
I appreciate your attention to this matter and look forward to your prompt reply.
Thank you for your cooperation.
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1 month ago
Dear Kubo,
We have sent an email with the requested clarifications and appreciate your prompt attention to this matter.
Thank you in advance for reviewing our response.
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1 month ago
Dear Mr Bet Casino,
I have sent over the final set of questions and would kindly request your thorough review of them. Your responses will provide much-needed clarity on the case and help us reach an informed decision.
Thank you for your ongoing cooperation and assistance in this matter.
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1 month ago
Dear Kubo,
We have already sent an email with clarifications regarding the case and would greatly appreciate your review of it. Please let us know if there’s anything else we can assist with.
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4 weeks ago
Translation
Anything new? I want to know what's going on please.
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3 weeks ago
Dear lucashurtadocabj04,
I apologize for the delay in providing updates. The communication with the casino is still ongoing. In some cases, it can be challenging for both casinos and us to conduct proper discussions publicly, especially when the matter involves confidential or undisclosable information.
Thank you for your understanding and patience. Rest assured that your case is actively being handled and is not left unattended. I will inform you of any outcomes as soon as the discussion progresses further.
Dear Mr Bet Casino,
I followed up with a response to your email six days ago, including some additional questions regarding the case. Could you please respond at your earliest convenience?
Thank you for your assistance.
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3 weeks ago
Dear Kubo,
Thank you for waiting. We have replied to your email; we would be glad if you would check it. Thank you for your cooperation in this case.
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2 weeks ago
Dear lucashurtadocabj04,
After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.
The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.
For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.
Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!
Best regards,
Kubo
