Mr Bet Casino - Player's account was blocked.

Mirwird unterstellt das ich mehrere Konten habe ich habe mit diesem Konto immer gespielt und eingezahlt und weil ich jetzt gewonnen habe wurde es gesperrt .Angeblich sind die anderen Konten aber offen laut der Aussage des Mitarbeiters was soll das ich will mein geld zurück was ich eingezahlt habe immer den ich hatte ja eh keine chance zu gewinnen ich werde sonst zum Rechtsanwalt gehen

Dear Sydneyink,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings 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 very much in advance for your reply.

Best regards,

Tomas

Ich habe 30 freispiele erhalten Die ich durch mehrere Einzahlungen bekommen habe , mein Gewinn war 20€ und insgesamt habe ich daraus über 8000 Euro gewonnen.ich habe monatlich immer mit meiner Kreditkarte eingezahlt und muss dieses auch bestätigen immer ,wenn sie dieses mit KYC-VERIFIZIETUNG meinen .

Ich bin im WLAN von meinen nachbarn es sind mehrere Personen die diesen nutzen .

Ich finde es seltsam das ich darüber informiert wurde das mein Konto gesperrt ist wo ich Regelmäßig einzahle und spiele,und ein Konto was ich angeblich noch besitze soll ich jetzt nutzen das wäre nicht gesperrt worden was ist das bitte für eine Logik. Ich hoffe ich konnte ihre Fragen beantworten

Das habe ich als Email bekommen

Thanks for your patience and for providing the necessary information, Sydneyink.

I will now transfer your complaint to my colleague Michal (michal.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.  

Hello Sydneyink,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help. Just so you know in almost every casino only one casino account is allowed per player.

Mr Bet Casino has this mentioned in its T&Cs

1.1.2. You are allowed to have only one Member Account. If you attempt to open more than one Member Account, all betting accounts you try to open will be blocked or closed and any bets or winnings from your closed or blocked account will be voided for at the discretion of the casino administration.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr Bet Casino,

Can you please provide some information on the multiple accounts accusations? Please forward all relevant evidence of this to me at michal.k@casino.guru

Dear Michal,

We've sent you supportive evidence in our recent email. Thank you for your consideration in advance!

Best regards,

Mr.Bet Casino team

Thank you for the response and evidence Mr.Bet Casino team.

Dear Sydneyink,

We have received evidence from Mr.Bet Casino that you have indeed breached the casino T&Cs as mentioned previously by the casino. Multiple accounts were created with the same or very similar name, address, and IP address, the same payment method was used and the same games were played.

In addition to rule 1.1.12 that I mentioned above rule 3.2.1. applies as well:

You may have the one and only account on this website, registered in your own name. Any other accounts in your name on this Website will be considered Duplicate and will be closed immediately. Company may also at its discretion void all the bets that have been placed in the duplicate accounts. Should company decide to leave one account open, it will be the first account that you opened, to which your remaining deposits, if any, will be transferred (subject to reasonable charges); If you gained or accrued any returns, winnings or bonuses on your Duplicate Account they will be canceled 

From the information, we have from Mr.Bet Casino they have decided to leave your account 9706174 open for you to play if you want to. All the other duplicate accounts have been blocked/closed.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint as the casino acted according to its terms and conditions. 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 and we will try our best to help

Best regards,

Michal