Mr Bet Casino - Player’s account is blocked due to alleged rule violation.

The casino has blocked my account, claiming that one user, IP address, computer device, household, residential address, phone number, credit or debit card, and/or electronic payment account, email address, and shared computer environment has violated this condition or rule. I am 100% certain that none of these conditions have been violated.

Dear COMETOjuppala,

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 which games you focused on - slots, live casino, sports betting, etc.?
• 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

• it is not possible that anyone from my household or from the same ip address would have created an account here at the casino.
• I just focused on slots.
• I collected the winnings with the active bonus.

Thank you for your reply, COMETOjuppala. Could you please clarify if your account was verified?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes, according to the latest information, my account has been confirmed, I sent everything necessary for confirmation of identity documents, address proof and the payment method of the certificate. I put all the chat conversations in an e-mail to you.

Thank you very much, COMETOjuppala, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Okay thanks

Hello, COMETOjuppala,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Bet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Branislav,

We have sent a detailed explanation of the situation and additional evidence of the user's violation of the rules to your email. Thank you in advance for your consideration.

Thank you for your email and the provided details/data.

Can you check my last email regarding the matter and provide me with the requested?

Dear COMETOjuppala,

While we are waiting for additional details from the casino, I have a question.

The case was allegedly already with the regulator (CEG). Can you please forward me the complete email communication between you and the regulator including their email with the final ruling (with all documents if any attached)?

Looking forward to hearing from you.

I sent by email

Dear COMETOjuppala,

Thank you for your emails and additional details/documents.

Unfortunately, after gathering all the necessary information and also the CEG ruling, which only confirmed our point of view, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts and bonus abuse. Based on all the available data and details received, it would be likely impossible to prove otherwise. The casino acted in accordance with its terms and conditions.

Since the casino is bound by the regulator's instructions, I recommend you contact the casino and/or ask for a refund of your last deposit, which the casino will have to refund under the conditions given by the regulator if it has not yet.

Thank you very much, Mr Bet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru