The player from Austria had his account blocked by MrBet after making a withdrawal following a bonus wager. The casino claimed he had a second account, which he denied, explaining that he used a joint bank account he shared with his wife, who also had an account with the casino. He requested proof of their claim but was refused. The Complaints Team concluded that the player's use of the same device as his wife to access their accounts constituted a breach of online gambling rules, leading to the rejection of the complaint.
Mr Bet Casino - Player’s account has been closed without justification.
Amount: €5,350
Mr Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Hello!
I deposited 35 euros at MrBet.
I used a bonus. I wagered it 45 times. When the money was completely available, I paid it out.
The next day I wanted to check my status and noticed that my account was blocked.
When I asked why this was the case, they told me that I apparently had a second account, but this is complete nonsense. I only have this one email address and this one account.
After thinking about it for a while, I realized that I had deposited money from an account that belongs to my wife and me.
My wife also has an account with MrBet and she can deposit and withdraw money.
When I ask the casino to send me proof they say no.
I won't be the only player who has a joint account with my wife. I should also mention that we have two joint accounts at the bank, but both are in both of our names.
I am absolutely right because I never use a second account in my life.
Best regards
Michael G***
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear Michl3300,
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?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
I was not even given the opportunity to verify myself.
It can't be possible that it's because my wife and I live together?
I wanted to send Mr Bet my birth certificate and that of my wife as well as my birth certificate, but nobody wanted to know anything about it.
I wagered the bonus 45x. But that is not the point of contention because a withdrawal was originally possible.
I will send all correspondence to your email address
Can you tell me approximately whether there is a possibility for me to get my winnings?
Best regards
Michael
Automatic translation:
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2 months ago
Thank you for your reply, Michl3300. Could you please clarify when exactly you created your casino account and whose account was created first - yours or your wife's?
Does she usually play with bonuses? How does she fund her casino account? Do you both use this joint bank account?
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2 months ago
Translation
My wife was the first to create the account. Unfortunately, I can't say exactly when I created my account and I can't check it either because I'm blocked.
We always pay from the same bank account, so they don't reject me if two different people pay from one account, but they cause problems when it comes to withdrawals. However, I tried to pay out the money I won to our second joint account.
My wife mostly plays with bonuses, but at the time when I played and won she wasn't playing.
I contacted Mrbet to ask them to give me details of my supposed second account, but they won't do that because there is no second account.
My wife and I are registered with many casino providers and we have never had any problems with withdrawals to our bank account.
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2 months ago
Translation
Yes, it has happened several times that I played on my wife's phone when my battery was empty. But that can't be the reason. We each have our own account, with our own password and username or email address.
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1 month ago
I apologize, but if you and another family member(s) used the same device to access your casino accounts we won't be able to assist you, even if it was occasionally. Please understand that we try to assist players who play from the same household using their own devices but if one is used, it is very difficult to distinguish who's accessing which account and most casinos automatically block such players.
I understand that this is not what you wanted to hear, but you breached one of the main rules of online gambling and we aren't able to proceed further.
You can always try contacting the licensing authority if you disagree with us, but I don't think their opinion will be different.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.
