The player from Germany had their account at Mr Bet suspended after winning €1800 following a recent deposit and bonus activation. They denied providing incorrect information or having multiple accounts, yet support stated that the decision was final despite the player's fiancé having a verified account at the same address. The Complaints Team extended the response time for the player but ultimately rejected the complaint due to a lack of response to inquiries, which prevented further investigation.
Mr Bet Casino - Player’s account is closed due to alleged multiple accounts.
Amount: €1,800
Mr Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
Hello, I have had an account with Mr Bet for a long time. I have consistently deposited money and played there. About 2 weeks ago, I deposited €35, activated a bonus, and played. I cleared the bonus and won €1800. I requested a withdrawal, and then a few days later, I noticed that my account had been suspended due to incorrect information or multiple accounts.
I have neither provided incorrect information nor do I have multiple accounts with the casino. The support assured me it would be reviewed again, and now they say the decision is final. The only other account existing under my address belongs to my fiancé, who is verified and has successfully withdrawn winnings multiple times. My account was not verified because the casino never requested verification from me.
I find this very unfair and hope you can help me with this matter.
Automatic translation:
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1 month ago
Hello MoniBar,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if you or your fiance created your account first?
- Did you ever use the same device to play in the casino?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello, the account at MR Bet was first created and verified by my fiancé. On his recommendation, I then created an account.
Yes, we live together and have used the same device to play.
The last time I had contact with chat support was yesterday and they told me that after the second check the decision would be final and they actually even recommended your site to me and assured me that it would definitely be checked properly again after that if you take care of it.
I have the feeling that the support wanted to give me a tip to solve the problem because they themselves don't understand the department's decision.
As already mentioned, my account was not yet verified because there was no request from the casino.
I made regular deposits from my own bank account, of course, but I never received a request and it was only when I made a withdrawal that they blocked the account.
I hope you can help me.
Best regards
Moni
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1 month ago
Translation
Hello Nick,
When can I expect a response?
I would like to emphasize that I have in no way violated any of the casino's rules.
Moni
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4 weeks ago
Dear MoniBar,
Unfortunately, it is strictly prohibited to use a single device to create or play on multiple accounts. You are only allowed to use your own device, and it should not be shared with anyone else who also has a casino account.
I strongly advise both you and your fiancé to refrain from making any further deposits at this casino, as there is a possibility that your fiancé’s account may be blocked, and any balance may be confiscated.
Additionally, as you have claimed bonuses the following rule also applies:
I’m sorry, but as the casino rules have been clearly breached, we are unable to proceed with resolving this matter.
Is there anything else we can assist you with?
Best regards,
Nick
