The player from Austria, who had a verified account and past successful transactions at Mr Bet, could no longer access his account due to a claim of multiple accounts. His withdrawal request for €4,400 was still pending, after an extended review time. The casino had provided evidence of the player violating their terms and conditions, specifically Clause 7.13, which included collaboration with other players to abuse promotions and attempting to fulfill casino bonus turnover requirements while real money was locked in pending sportsbook bets. Based on the evidence, we deemed the complaint unjustified and upheld the casino's decision. We recommended the player to contact the Curaçao eGaming Authority for further assistance.
Mr Bet Casino - Player's account locked and withdrawal request under extended review.
Amount: €4,400
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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8 months 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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8 months 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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8 months ago
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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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8 months 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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8 months 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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8 months ago
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Hi Petronela, thank you very much. I hope so too.
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8 months 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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8 months 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.
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7 months ago
Dear Mr Bet Casino,
Could you kindly provide an estimated timeframe for the aforementioned security checks?
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7 months ago
Dear Jakub,
We want to inform you that the user's account was blocked according to our terms and conditions:
9.1.2. Only one account is allowed per person. Winnings may not be collected on accounts opened under false names or on multiple accounts opened by the same person;
7.1. Please note that all offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, email address, and environments where computers are shared (e.g., universities, schools, libraries, workplaces, etc.).
We will provide the supportive evidence as soon as possible.
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7 months ago
Translation
Dear Mr.Bet and CasinoGuru team, I have to comment on your last answer. In your statement you claim that I have a second account with you in some form. This is either a major misunderstanding or someone has gained access to my data - both options would be cleared up very quickly and my "innocence" would be proven... A third option would be that you are just holding back my winnings (not an insinuation!). And if you had such "proof" of a second account with MY identity, the verification would not have dragged on for TWO MONTHS (!!!). No one has access to my ID documents, at least I don't know about it. And I have already successfully passed the verification process twice (if not 3 times). So there is absolutely no reason to accuse me of fraud or anything like that. I ask you to take another close look at the matter and clear up this misunderstanding. We can also carry out a LIVE VideoIdent process with ID and photos and everything else that is necessary. You will not be able to find any errors. Thank you in advance, Shawnoo88
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7 months ago
Dear Mr Bet Casino,
Thank you for your response. Could you please substantiate your claims and send all available evidence to my email address at jakub.m@casino.guru?
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7 months ago
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Hello again. I received an email from MrBet about my account closure. Should / can
Should I put them here, or is that not advisable?
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7 months ago
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Hello Jakub, I have forwarded it to you. But it is only the last email. Do you need the entire email history?
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7 months ago
Hi Shawnoo88,
It's adequate for the time being. I'm waiting for casino's response.
Thank you for sharing the message and for your patience.
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7 months ago
Dear Jakub,
We have sent you the supportive evidence regarding this case. We would be thankful for your consideration.
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7 months ago
Hello everyone!
Thank you, Mr Bet Casino, for providing the evidence.
Dear Shawnoo88,
I was provided with evidence supporting the casino's decision. I regret to inform you that after thoroughly reviewing the evidence provided by the casino, your complaint has been deemed unjustified. Our investigation has revealed multiple violations of the casino’s terms and conditions, specifically Clause 7.13. These violations include:
- Collaborating with other players in a syndicate to abuse promotions, engage in deliberate cheating, or exhibit other forms of unfair behavior;
- Attempting to fulfill Casino bonus turnover requirements or utilizing bonus spins while Real Money is locked in pending Sportsbook bets.
These breaches are considered abusive and severe because they result in gaining an unfair advantage over both other players and the casino itself.
Due to aforementioned reasons, we must uphold the casino's decision. We strive to ensure a fair gaming environment for all players, and adherence to the established terms and conditions is crucial.
I understand this resolution may not be satisfactory to you. If you wish, I can recommend that you contact the Curaçao eGaming Authority, which has better options and tools to assist players in such matters. The next step would be contacting the Curaçao eGaming itself (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint). Please let me know if you need help with filling the form or how they responded if you can do this on your own (jakub.m@casino.guru).
I am sorry I could not be of more help on this occasion. However, thank you for your cooperation and patience, and please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.
Best Regards,
Jakub
