The player from Austria had their account locked due to an alleged duplicate account, despite only having one account and providing accurate personal information. They had recently won 10,000 Euros and were seeking assistance to unlock their account and process their payout. The complaint was ultimately rejected due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation into the issue.
Mr Bet Casino - Player's account is closed due to duplicate claims.
Amount: €10,000
Mr Bet Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Here is a draft for a message that you can use:
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Subject: Account Locked – Need Assistance
Dear Mr Bet Team,
I am writing to you because my account was recently locked. I was informed that this happened due to an alleged duplicate account. I want to emphasize that I only have one account and have provided all my personal information accurately. Rule Violations 9.1.2
I recently won 10,000 Euros and want to ensure that this winning amount is paid out properly. I have already received a confirmation of my Paysafe deposit and have forwarded it to you as proof.
I am not aware of any violations of the terms of use and therefore request a review of my account and clarification of this matter. I would be very grateful if you could help me unlock my account and process my payout.
Thank you in advance for your support and feedback.
Best regards,
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Case
Automatic translation:
Public
Public
2 months ago
Dear zokiiboss05,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- 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 pass the verification before the casino blocked your account?
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
