Mr Bet Casino - Player’s account unfairly banned.

I opened an account on this platform by the recommendation of my daughter, made a few deposits, and on the last deposit I had a gain of R$ 2600,00 and requested my withdrawal.

Today when I logged into my account to check the status of my withdrawal, I was simply banned based on the claim that I am a non-existent person. This happened without even asking for verification of my account! I am willing to send all the necessary documentation proving that I am a real person.

This is an outrage! I hold accounts on other platforms and I have never experienced anything like this before!

I would like a solution to this inconvenience!

Dear Patriciagoess,

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 how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Good afternoon Petronela!

I made the account a few months ago, but I only started betting more frequently in December 2023. I made approximately 5 deposits, all of which I used the bonuses available for my account, on the "promo and actions" page of the site.

In this last deposit I did not activate the bonus, but I bought a package in the store they have available, with 35 spins on the Book of Piramide game. I saved a sum of around R$500.00, money that was also converted into bonus money. You needed to bet an amount of R$25,000.00 for this money to be converted into a real balance. At first I believed it was impossible, that it would just be money that would stay there for "fun", but after playing A LOT I managed to revert the balance to real money. And the amount of R$ 2,600.00 was left.

Most of the games I played were SLOTS, but I believe I played some live games too (bingo and roulette).

It seems to me a strange attitude from the casino to claim that I am a fraudulent person without at least asking me to confirm my identity, all deposits made through the platform came from my bank account. In other words, if there was any doubt regarding my identity, why didn't they ask for it as soon as I made my first deposit? It was necessary to have a gain for them to have this behavior. This seems like a scam on their part!

My daughter and her wife recommended the casino to me, they told me that it would take a while for me to receive the winnings, but I really didn't believe I could go through that situation!

I am disappointed!

Many thanks to the Guru Casino team for their support

Thank you very much, Patriciagoess, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Patriciagoess,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the account been banned? What steps should the user take to unblock the account and withdraw her disputed winnings?

If the KYC/verification has not started, could the casino let her fully verify herself?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

The user's account was blocked for violation of our rules and conditions clause 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;



We kindly ask you for additional time to gather supportive evidence for violation. 

There is also an account that remains open as an exception and the user can continue to use it.

Thank you for the explanation, Mr Bet Casino team.

Feel free to send the relevant evidence to my email mentioned above.

Looking forward to hearing from you.

Good afternoon,

I would like the casino to inform me what the other account is, because I only have one open account on the platform!

I only had the account that was blocked registered with my CPF and I only made deposits through that account!

Dear Branislav,

We apologize for the extended waiting period. Rest assured, we have sent an email containing the necessary proof of violation of our rules and conditions. We sincerely appreciate your attention to this matter in advance.

Dear Patriciagoess,

I was provided with sufficient evidence confirming the casino's claims and decision.

After gathering and reviewing all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - registration and use of multiple accounts and bonus abuse. There are reasonable grounds to believe there were at least 3 linked accounts at the casino used by 1 person, claiming and using bonuses, which seriously violates the casino's rules and bonus rules. Unfortunately, based on the provided, it would be very difficult or even impossible to prove anything else, especially if there are so many matches and similarities in the data and way of play.

The casino acted correctly and in accordance with its terms and conditions.

As a gesture of goodwill, the casino left one of the linked accounts open and ready to use, but not this disputed one. However, complying with the casino's Terms and Conditions is strictly required and other violations will not be tolerated.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Mr Bet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru