Mr Bet Casino - Player's account has been suspended after a big win.

After hearing all the positive feed back and Big wins from family and friends about the evolving online gambling world I signed up and made account. Made a deposit and away i went x everything was great. Then a struck of luck on slot game Mayan sun for game provider 3oaks 14000× if you fill in all of the coin spaces you win the Grand Jackpot x14000 which I did get on a of bet $1.20 NZD which was 14000x The date I was locked out was 17.05.2023 and the date I won $14000NZD was

16.05.2023 and have been locked out of my Mr Bet casino account ever since,as I was un-educated at the time on how to go about it the disputes process please help thanks team.

Dear Nga824,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re experiencing with Mr Bet Casino. To help us investigate your issue, could you please provide the following additional information:

• The exact time and date when you won $14,000 NZD on the Mayan Sun slot game.
• Any screenshots or records showing your win and the balance in your account before you were locked out.
• Any emails or messages from Mr Bet Casino regarding your account lockout.
• Details of any attempts you’ve made to contact Mr Bet Casino’s support team and their responses, if any.

You may forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Question: The exact time and date when you won $14,000 NZD on the Mayan Sun slot game? Answer: 16.05.2023 1PM OR 2PM NZT.

Any screenshots or records showing your win and the balance in your account before you were locked out. Answer: Yes I will go through my photos album and find and upload asap.

Details of any attempts you’ve made to contact Mr Bet Casino’s support team and their responses, if any.

You may forward any relevant communication to petronela.k@casino.guru. Answer: Yes I will send it via email as soon I find it in my phone gallery as I have thousands of photos to sift through and locate

Hi Nga824,

Have you found any relevant communications? When was the last time you were in contact with the casino?

Thank you.

No

1 week ago

Have sent email to you still trying to locate screenshot of win via gallery and Google photos

Hi Nga824,

I can see that you were accused of creating multiple accounts.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

Thank you in advance for your reply.

Yes the only thing I can think of is family have used my laptop to create their account and winnings were won without bonus promo and account wasnt verified prior to winnings

Hi Nga824,

It is a very crucial information. If your family members used the same device to create their casino accounts we won't be able to assist you. Please understand that we try to assist players who play from the same household using their own devices but if only one PC is used, it is very difficult to distinguish who's accessing which account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Nga824,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.