HomeComplaintsMr Bet Casino - Player’s account is closed and funds are confiscated.

Mr Bet Casino - Player’s account is closed and funds are confiscated.

Amount: €1,300

Mr Bet Casino
Safety Index:High
Submitted: 02 Oct 2024 | Case closed : 22 Nov 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

17 hours ago

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.

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1 month ago
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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
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 month ago

filefilefile

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1 month ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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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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1 month 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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1 month 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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1 month ago
Translation

Hello, I wanted to ask again what the status of things is

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1 month 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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1 month ago
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OKI and when does the colleague contact you

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3 weeks ago
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I'm waiting

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3 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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3 weeks 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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3 weeks 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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3 weeks ago
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Did not receive an email

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3 weeks ago
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So I looked through everything again and found nothing

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2 weeks 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?

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2 weeks ago
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Yes, of course

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2 weeks ago
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He used the phone

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1 week ago
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Well for me there is actually no discussion because we are 2 different people who do not live in the same household! Even if he was logged on to my device the rules are for households and it doesn't mean that you can't be friends, he lives in a completely different city but that doesn't matter anyway it's not a duplicate account, it's 2 people, a duplicate account means for me and also legally that it must have been made by the same person and that is not the case here I don't know why it all takes so long, sorry but it just annoys me that every day you're on tenterhooks and can't do anything except keep waiting for new questions to come up and then nothing happens for another week I thank you anyway for your effort and help, I just had to get it out now

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5 days ago

Dear Addams,

I am sorry for the delay.

Did you please understand my questions correctly?

I meant my questions as follows - your friend used your phone for playing at the casino, and either he did it unintentionally or you were logged into your casino account at Mr Bet in the past on the same device, that is clear completely, but did it happen also in another way - that your friend using your old phone also used your current phone for playing at some point?

So, can you confirm that both of you (you and your friend) used both your old and current phone/device for playing at Mr Bet Casino at some points?

Thank you.

Edited by a Casino Guru admin
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3 days ago
Translation

Yes, of course, at first he didn't have a phone and I gave it to him later when it was clear that his phone was gone

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3 days ago

Dear Addams,

Once again.

You have 2 phones, the new one and the old one. You gave the old one to your friend, where his and your account for Mr Bet were logged in.

Then, you had only your new/current phone and played at the casino only with your current phone, while your friend played with your old phone.

Did your friend also use your new/current phone to play at Mr Bet Casino?

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2 days ago
Translation

Yes he did because before I gave him my old one he used my current phone from time to time

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17 hours ago

Dear Addams,

After gathering and reviewing all the necessary information and details from the casino and your posts, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts/bonus abuse/impossible KYC. Unfortunately, based on all the provided details, it would be likely impossible to prove otherwise. The fact that you and your friend played on both your devices and took the same bonuses with both accounts itself makes any verification impossible, while it is mandatory for withdrawing anything from a casino account. Under such circumstances, it is completely unrealistic for the casino to find out if you used multiple accounts or not, even if you and your friend were really only close friends playing at the casino separately as individuals. There are too many matches in the data of the linked accounts to say that you did not register and play with multiple accounts, which is strictly prohibited in all online casinos, especially if both linked accounts used the same bonuses.

The casino acted in accordance with the terms and conditions you accepted upon registration(s).

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.


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


Best regards,

Branislav, Casino.Guru

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