The player from Germany faces an issue with a closed account that had a pending withdrawal of €1300. Despite having a verified account and not holding multiple accounts, the casino claims otherwise and has deactivated the account without providing proof. The player seeks either the return of the winnings or a refund of the deposits made.
Mr Bet Casino - Player’s account is closed and funds are confiscated.
Amount: €1,300
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
2d 17h 28m 1s
Case summary
4 days ago
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1 month ago
Translation
Hello, my account was suddenly deleted and I had €1300 pending withdrawal. My account was verified, and I even checked again in the chat if everything was alright with my account. After I requested the withdrawal, the trouble began, and they claimed I had multiple accounts, which is not true. When I asked why my account was deactivated, they said it was because I allegedly had multiple accounts, which is absolutely not the case. I asked the support for proof, which I never received. The account remained deactivated and €1300 was canceled, even though everything was fine before I made the withdrawal request. I even have proof photos. They could have simply stated that I had multiple accounts, but instead, they accepted all my deposits, which were made correctly. So, either they return the €1300 or give back all the money I deposited since I never created multiple accounts. I'm not insane. They accepted my money without claiming any issues at the time because then they wouldn’t have received the money. I feel like I’m being scammed, and I hope you can help me with this. That would be really great. Best regards and talk to you later, Maik
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1 month ago
Dear Addams,
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?
- Did you accumulate your winnings with or without an active bonus?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
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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1 month ago
Thank you for your reply, Addams. Do I understand correctly that you and another person used your device to access accounts at this casino?
Additionally, could you clarify if this occurred more than once? I’m also curious to understand why your friend was unable to wait and access their account from their own device later.
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1 month ago
Translation
I think he used my phone twice to log in with his own account.
BUT THAT'S IT, I DON'T HAVE A SECOND ACCOUNT, IT'S A DISGRACE WHAT THEY'RE RIDING OFF, THEY WRITING THAT EVERYTHING IS GOOD WITH MY ACCOUNT AND THEN THEY CLOSED MY ACCOUNT FOR NO REASON, THEY TOOK MY MONEY
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1 month ago
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Oh and because he lost his cell phone he borrowed one from me, you don't always have money to buy a new one
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1 month ago
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Especially not if something like this happens to you all the time
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3 weeks ago
Could you please provide more information regarding the activity of the other person when they used your phone? Did they use it to log into their account, and for example, deposit and play?
Also, did you use your other phone to play in this casino before you gave it to your friend?
Also, could you please clarify why you need to change the phone number?
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3 weeks ago
Translation
No, I asked again, it's my best friend, what exactly was going on and he just said that when he wanted to log into his profile, my profile was still saved in the background, my data and password were saved and it logged him in automatically, but he logged out straight away and he doesn't use my account, if he does then I log in myself, it's my best friend, so and yes, of course I certainly played with my phone there before I gave it to him or I bought a new one and the other one just lay around the whole time until he needed it. I can assure you that he and I are one person and we don't live in the same house or apartment. I have to change my number because it accidentally entered a different one when I changed the number 🤮
Me and this question Did she use it to log into her account and for example
Make deposits and play?
I can answer with a clear no why he has his own profile there why should he play the Dan with mine such nonsense
I hope there will be a clarification soon and it would be really great if it was positive
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3 weeks ago
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Hello, I wanted to ask again what the status of things is
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3 weeks ago
Thank you very much, Addams, 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.
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2 weeks ago
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OKI and when does the colleague contact you
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2 weeks ago
Hello, Addams,
I am sorry to hear about your trouble and apologize for the delay. 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 and winnings confiscated?
Will the casino refund his last deposit? If not, why?
If there was a device/IP match between his and his friend's account, can you provide us with the information on what exact activity was done by each of the linked accounts on the same device and support it with relevant detailed evidence?
If we are talking about a breach of the casino's Terms and Conditions, feel free to send all the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Thank you.
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1 week ago
Translation
Well, actually I want my winnings, I've been paying them in for years and I'll say if they only give back the last deposits, that's not as much as I won, I feel really ripped off by them, especially since they said yes, everything is fine and and and, well, I hope there will be an agreement soon.
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1 week ago
Dear Branislav,
We’ve sent you an email with additional details about the situation. Thank you in advance for taking the time to review it.
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1 week ago
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So I looked through everything again and found nothing
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5 days ago
Thank you for your email, Mr Bet Casino team.
Dear Addams,
The casino representative sent an email to me, not to you.
However, I have some questions for you to fully understand the situation.
You claimed your friend used your old phone to play at the casino, and that he logged into your casino account with your old phone because your credentials were saved there/auto-filled. Did it happen also the opposite? Has your friend ever logged into his casino account on your phone?
Casino Guru is examining the case
