The player, a regular client at Mr.Bet, had had considerable winnings and had attempted to withdraw €3000. However, his withdrawal process had been delayed and his account had eventually been suspended for alleged multiple account usage. The player had denied these allegations, suggesting the issue might have stemmed from logging in from different devices. After discussing the issue with the casino and reviewing the evidence provided, the Complaints Team had concluded that the player had breached the casino's terms and conditions. Consequently, the player's complaint had been rejected.
Mr Bet Casino - Player's account suspended, unable to withdraw winnings.
Amount: €3,000
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
8 months ago
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8 months ago
Translation
Hello,
I have been a customer at Mr.Bet for several years. I've played more and less from time to time. Occasionally, I've placed sports bets but I predominantly play casino slots. Recently, I had some pretty good winnings. At times, my account balance exceeded 10K and I started to cash out my winnings (see attachment). On March 18, 2024, I wanted to withdraw the remaining 3000€ from my account. But, this took much longer than usual. When I wanted to play slots again, my account had been suspended from playing with real money. However, I could still log in normally and I contacted customer support several times. However, the support was never helpful; always the same response: it's under review by the responsible department, there's a lot of work, please wait...etc. On April 17, 2024, I canceled the withdrawal and requested it again. I suspected that it might have to do with fluctuations in cryptocurrency markets as I had deposited in ETH. Today, when I checked my account again, it was suspended. The suspension referred to the terms and conditions related to multiple account usage... This is definitely not the case with me, I'm the only one who uses this account. My theory is that there may have been confusion because I sometimes log in from my home PC and other times from my mobile router at work or while on the go. That's why I could take screenshots of the history today. The page was still open on my home PC. I logged in today in the morning on my laptop via mobile router when I received the suspension message. It's important to me that I at least get my money back. I don't really want to play there anymore after this incident.
It would be great if you could help me with this issue.
Automatic translation:
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8 months ago
Dear Curado51e,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly that some of your activity in the casino was made via a home network, and the rest in shared spaces?
- Have you completed account verification in the casino?
- Have you accumulated your winnings with the help of a bonus?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
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,
Tomas
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8 months ago
Translation
Hello, Thanks for the quick reply.
Regarding point 1: No, there are no shared areas. I have my own router when I'm on the go, in which I use my own SIM card, and which only I have access to.
Regarding point 2: Yes, I have completed the verification. And over the period that I have been active there, I have updated it several times when Mr.Bet asked me to. Always successfully! In the history sent along, you can also see that Mr.Bet has already paid out a lot of money.
On point 3: No! For a while there was a so-called "refund bet" where if you lost a sports bet you got half of your stake back. But immediately as real money that you could withdraw, without wagering requirements or anything like that and only if you lost. That's why I wouldn't call that winnings.
On point 4: Mainly slots, such as Gates Olympus, I won a lot with them, occasionally live blackjack etc. and as described above also sports betting, but recently actually only slots.
Automatic translation:
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8 months ago
Thank you very much, Curado51e, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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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8 months ago
Hello, Curado51e!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
