Mr Bet Casino - Player's winnings have been confiscated.

Good day:

In May of this year I created an account at the mr bet casino. Try to make, at that time, a withdrawal in the amount of 100,000 CLP. The casino debited my winnings because, unknown to me, I had two active accounts at the casino. At that moment I accepted my mistake, I lost my winnings and everything corresponding to it. They informed me by email that the account associated with my email xxxx.xxxx177@hotmail.com would be blocked, it could not be used anymore and that my other account was active to play.

A few days ago, I entered the account that they left active, deposited, played with a bonus, met the quota and won. At the time of requesting the withdrawal for 950,000 CLP, they also blocked this account, alluding that I have more than one active account on the site, which is impossible, because they themselves blocked and left that account active.

I hope you can help me because what has happened is very unfair, they simply do not want to pay the prize that I win fairly.

I am attaching the email backups that I have.

Thank you in advance for your kindness

Greetings from Chile

yenny g***

Dear yennygarviso177,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to emphasize that the vast majority of online casinos prohibit players from creating more than one account in their casino. However, please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino allowed you to use the second account? Could you please advise if any of these accounts were verified?

Did you play with bonuses on both accounts?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

Look, in May I played with an account that ended at @hotmail.com. When I made a withdrawal they blocked it so I couldn't verify the account. At that time they informed me of the situation and said that the @hotmail account would be blocked but that I could use the other @gmail.com.

Here is the backup of the email they sent, where it says that my earnings were debited and the Hotmail account closed, but the gmail account remained open.

That happened at the end of May. I haven't played in this casino again until now.

I was able to log in normally, deposit and play. The problem for them arises when you want to make a withdrawal, not at any other time. If the account had been blocked or anything, I would not have been able to enter. I hope you can help me..

Thank you very much, yennygarviso177, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, yennygarviso177,

I am sorry to hear about your unpleasant experience, and sorry for the delay. 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? What steps should the player take to unblock the account and withdraw his winnings? Can the casino restore his account and let him withdraw/continue playing?

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

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

The Player's account was blocked because of a violation of our terms and conditions 9.1.2. and 7.1:

9.1.2. Only one account is allowed per person. No winnings may be collected on accounts opened in false names or on multiple accounts opened by the same person;

7.1. Please, be noted 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, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.).

The account that was created first remains open, and the player can continue playing on it. Unfortunately, any winnings obtained during a violation of the casino rules are voided.

We will need some time to provide you with evidence of the account cross-intersection. Thank you in advance for your patience.

When I made the withdrawal for 100,000 CLP in the first account, they blocked it and withheld the profits and said that they left the second one open, that I could play without problems.

When playing on the second account and winning, they appeal to the same thing, they block it, take away my winnings and tell me to play on the first one. That is, every time I win and want to withdraw money, will my account be blocked and the other one activated?

Thank you, Mr Bet Casino team, for providing the explanation.

Feel free to send the necessary details to my email address stated above.

Dear yennygarviso177,

I can see that the casino informed you in the email that you should lend a lot of attention to the casino's terms and conditions that you accepted upon registration (free translation). You mentioned in your first post that you used a bonus on your active account, and as we know, it is an industry-standard rule that bonuses are allowed only once per user/IP/device/household/etc. Otherwise, it means a bonus abuse that you likely performed before, and therefore your duplicate account was closed and the winnings confiscated.

Can you please provide me with the information on whether you used the same bonus(es) on your disputed account as previously on the closed account? Were bonuses used on the closed account?

I played in the first account, when I tried to make a withdrawal for 100 thousand Chilean pesos they blocked my account and said that I could use the account y************177@gmail.com. When playing on the second account if you use bonuses, asking beforehand if everything was in order. Win and reach the amount required to withdraw my winnings. The issue is that when I tried to withdraw I was also blocked and my winnings were confiscated. I am attentive to the terms and conditions, but using a single account how could I violate these rules? I don't think it's fair that on both occasions they take away my earnings. Finally the issue is not paying

I have also sent them the screenshot that the account that was created first was blocked, they informed me by email saying that the second one was left open. I won in the second and they block it for me not to pay.

What more proof than this do you need? The first time they confiscated my earnings and I accepted it because I did not know that I had two open accounts and it could be my mistake, but the second time what is the excuse or reason? They themselves state there that there is no problem in playing on that account, please I ask you to read the email they sent me.

Why did they confiscate my winnings if there weren't already two open accounts? Why don't they pay me and reopen the second account?

It depends on answers to my questions about bonuses used, which you have not responded to at all.

Alright, so let's wait for the casino's response and the data they are preparing.

Dear Mr Bet Casino,

As was mentioned in my previous post, we are waiting for the requested details/evidence.

Looking forward to hearing from you.

In the second account if I used bonuses, in the first I don't remember having done it.

Anyway, if the first account was closed and my winnings confiscated, what would be the problem of using the bonus on the second account? I don't know where I can verify this information to give you a concrete answer.

Dear Branislav,

We are writing to inform you that we have provided additional supporting documentation to aid in your review of the matter. We kindly request your consideration of this evidence during the evaluation process.

Thank you for your attention to this matter.

Will no one answer me? I just lost my winnings twice at this casino?

Dear yennygarviso177,

I am sorry for the delay.

However, I am afraid you forgot to mention that there were at least 3 linked accounts in the casino, not just 2 accounts. In addition, the first deposit bonus was used in all of them, while it was already the third time when it was claimed in the disputed account. At least the provided documentation shows this quite clearly.

Currently, I am waiting for a few additionally requested details from the casino regarding the linked accounts, the order of the events, and the casino's final decision regarding the disputed account.

Dear Mr Bet Casino team,

Can you please look at my last email regarding the matter and provide me with the requested information?

Dear Branislav,

Please kindly check the email with clarifications regarding this complaint. Thank you in advance for your consideration!

I never had 3 linked accounts... it doesn't matter anymore, they are scoundrels. If it is not possible to play and an account should not use bonuses, they must notify us. Before playing, ask the chat if you could use bonuses and if everything was in order. They said yes.. Keep the money, I don't care anymore

Thank you, Mr. Bet Casino team, for your email and the clarification provided. Now it is clear.

Dear yennygarviso177,

Alright, one more chance to clarify the situation and provide us with the evidence supporting your claims is here.

Can you please provide me with the following:

• An explanation for sending the same email several times in this thread despite it being from a Hotmail inbox (at the end of the email, there is a casino account ID that was assigned to your second account in the casino - Hotmail) while your disputed account was registered with a Gmail account
• If you did not have any other account, how is it possible that you already received the email about account closure for multiple accounts to your allegedly first-created account/email address
• Communication between you and the casino where they informed you (regarding the disputed account with Gmail) that you are allowed to play and use bonuses on this account - if it was email communication, please, forward it to my email address as a separate attachment attached to a new email; in case it was a live chat conversation - please, provide me with the live chat transcript or screenshots where also your email or casino account ID is clearly visible

Feel free to use my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear yennygarviso177,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Branislav, I had two active accounts at the casino. Initially I did not know, which is why when I tried to withdraw profits of 100 thousand pesos in the account I was using, they were confiscated. I accepted this measure because I admit I was not aware that I had two accounts. At that moment I was informed that that account was blocked and I could use the other one.

It was in this second account that I made profits and made the withdrawal that I mention in this complaint. The first account was already closed and I asked via chat if there was any problem playing, they replied no.

I do not have any more emails, only Gmail and Hotmail, so the information in which the casino claims that it had 3 linked accounts is not true.

My question is, did they close the first account and assure me that I would have no problems in the second because they did not give me the money accordingly. Use bonuses, but consult the chat first, they surely have support from these conversations to prove what I say.

Dear yennygarviso177,

Unfortunately, after gathering all the necessary information and data, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there is enough evidence to confirm we are talking about multiple accounts used by 1 person and bonus abuse. I asked you about some details and proofs (which were not provided), because the circumstances were not completely clear, especially the sequence of the events. I would like to explain everything as it is clear from the provided data.

• At the time your "Hotmail" account was closed, there were already 2 other linked accounts registered in the casino, but the "Gmail" one was not active, or there was simply no reason to perform additional checks on it - the welcome bonus was used only after the "Hotmail" account was closed
• Your "Hotmail" account was closed, but you were allowed to continue playing with the account that remains open (without permission to use the same welcome bonus)
• Instead of the account that remains open, you started or continued using the "Gmail" account where you used the same welcome deposit bonus (a violation - bonus abuse anyway) allegedly for the second time
• For some reason, the "Gmail" account was opened only 3 days before the "Hotmail" one, not active, and the welcome bonus was used later there, on June 30, 2023
• The data and matches clearly show that there was another account, registered in the casino as the first one - approximately a month before your "Hotmail" and "Gmail" accounts, where the welcome bonus was used on the same day the registration was made
• So, it was the third time you used the casino's welcome bonus offer on your disputed account
• There are too many matches and connections between the 3 linked casino accounts to claim that they were not used by 1 person; therefore, it would be very difficult or likely impossible to prove anything else

For understandable reasons, we will not disclose more details about the data matches.

However, even if there had been no third account (registered as the first one, where the casino's welcome bonus offer was used), the bonus offer was at least abused by the disputed account registered with your Gmail account, because you used the same bonus for the second time on this account. Although the casino allowed you to use the account that remains open, the casino did not refer you to the one registered with Gmail email. In addition, no one informed you that you are allowed to use bonuses on the account that remains open. Basically, they referred you to the casino's rules, where it is clearly stated that only 1 bonus is allowed per player, which is a common and industry-standard rule, valid in all online casinos. Not knowing about it does not mean it was not breached.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

As for the account that remains open - it should be still open and available for further play, and I strongly recommend you contact the casino customer support and ask them about this account.

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 your help and cooperation.

Best regards,

Branislav, Casino.Guru