The player from Austria, who had a verified account and past successful transactions at Mr Bet, can no longer access his account due to a claim of multiple accounts. His withdrawal request for €4,400 is still pending, after an extended review time.
Mr Bet Casino - Player's account locked and withdrawal request under extended review.
Amount: €4,400
Mr Bet Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
5d 3h 54m 52s
Case summary
4 hours ago
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1 week ago
Translation
Hello CasinoGuru Team,
I hope you can help me. I've been betting at MrBet again for some months now. Won some, cashed out. Lost some, deposited again... My account was checked twice over a span of weeks and both times fully verified.
From March 14th to March 26th, I placed bets every day and only won a single bet nicely. I then had a balance of €10'540 (current) and wanted to withdraw €4'400 from it. This request was followed by the next "review", which again took about 2 weeks. From then on, I couldn't place a bet anymore, and the withdrawal status stated "Review is still pending"... Despite making multiple inquiries through LiveChat, I was only given the run-around that my account was being checked for "security reasons" and that it could take some time, but "they are doing their best...". Also, yesterday (April 22nd) I got the same answer from the support. Now when I wanted to check the status to see if anything has changed, I can't log in anymore. I got the message "Your account has been locked for the following reason "9.1.2. Only one account per person is allowed. Accounts opened under a false name or by the same person cannot collect winnings."
Of course, I don't have multiple accounts there, it's not even possible. Can you please help me clarify the situation? Best regards, Jeannot
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1 week ago
Dear Shawnoo88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
- Were your winnings accumulated 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 in advance for your reply.
Best regards,
Petronela
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1 week ago
Translation
Hello Petronella,
thanks for the quick reply.
No, 100% no one in my family has created their own account with MrBet.
The winnings were achieved with a cashback bonus. The bonus means that if you win your bet, you get your winnings paid out as normal...and if you lose your bet, you get 50% of your stake back (see attached image). My winnings were therefore achieved WITHOUT a bonus.
I am available for further questions.
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4 days ago
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Hello,
Have you already contacted MrBet? Do you need more information from me?
Best regards, Shawnoo
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2 days ago
Thank you very much, Shawnoo88, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 days ago
Translation
Hi Petronela, thank you very much. I hope so too.
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2 days ago
Hello Shawnoo88,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite Mr Bet Casino’s representatives to join this discussion in order to resolve this issue.
Dear Mr Bet Casino,
Could you please provide an update on the status of the player’s withdrawal request? Could you please clarify the reason for the account being locked?
Best Regards,
Jakub
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2 days ago
Dear Jakub,
We're currently checking the status of the user's request with the appropriate department. As the user's account is undergoing additional security checks, it is currently suspended. We are awaiting an update and will keep you informed of any developments.
Casino Guru is examining the case
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