Mr Bet Casino - Player’s withdrawal has been cancelled.

Good morning I advise you not to play in this casino I have been depositing for more than 6 months and I have no problem until the vouchers and at the time of winning that was a week ago I withdraw and my answer was that I have two accounts which were blocked and the withdrawal canceled and they do not give more information being that I only have one account in which I have deposited all this time and my question is if I had two accounts because at the time of deposit they did not realize ... they are scammers that is the word they like that one only spend ... do not play here I recommend europe tropez casinos those are the best I have never had any problem with them ...

Dear Ana,

Thank you very much for submitting your complaint. I’m very 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? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past? Was your account fully verified previously?

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

For that reason alone, it seems strange to me that they say that, I managed to take a screenshot before they blocked me, thanks for your help.

Dear Ana,

Were your winnings accumulated with or without an active bonus? 

Good afternoon, that profit was without a bonus. I've been playing without asking for a bonus for a long time. Now they ask me for all my emails so that the other account remains active if I don't even know what that other account is, but my winnings blocked them. Attent to their comments

Dear Ana,

Was your account fully verified in the past?

I had never made a withdrawal, they ask for documents when one makes a withdrawal ... which I do not understand why they blocked and did not give me my withdrawal in the account that I use and it is the only one for me and they asked me for other emails to leave me the other Account available. They should have the other email and why do I want the other account if I don't know what it is .. Thanks for your help

Thank you very much, Ana, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I thank you

Dear Ana,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Mr Bet Casino to join this conversation.

Dear Mr Bet Casino team,

Can you please clarify the situation? You can forward any relevant evidence to andrej.p@casino.guru.

Good afternoon I would like you to join this conversation and tell us what is my other account? Not even they know why they asked me for emails to continue with that account that I supposedly opened .. and they only say that it is private information if supposedly it is my account because they do not tell me what it is .. they are just excuses to block my account And not to give me my withdrawal that I played without bonuses and I won them honestly. Thank you for helping me. I am attentive to your comments. I have the photos of the deposits made and the withdrawal as well .. if you need them 😉

Hello Andrej,

We have sent you an email with the requested information for this case. Please check it and let us know if anything else is needed.

Best regards,

Mr.Bet Casino Team.

Good afternoon, any news?

Thank you, Mr Bet Casino team, for providing the relevant evidence.

Dear Ana,

I apologize for the delayed response. Unfortunately, it seems that you have in fact created another account in the casino previously. However, we’re waiting for the casino to provide additional details for review.

I’m setting the timer for 7 days.

Hello, Andrej!

Please check your email for more information.

Best regards,

Mr.Bet Casino Team.

Dear Mr Bet Casino Team,

Thank you for providing the additional information. Please note that I’ve replied to your e-mail and am currently awaiting your reply.

The issue will be discussed internally. I’ll keep this thread posted on any news.

Thank you all for your patience.

Dear Ana,

Could you please indicate the last four digits of your phone number?

Dear Mr Bet Casino Team,

To follow up on our e-mail communication, I’d like to ask a few questions.

Do I understand correctly that no bonuses were claimed from the account that was created on 6.6.2019? We’d like to see casinos treating each case like this separately and in this case, we believe that the fact that the player had previously created an account alone is not enough as a reason to confiscate her funds.

Since the first account was created roughly 17 months sooner than the second one, isn’t it possible that Ana had simply forgotten that she had previously created an account in the casino? If no bonuses were claimed from the first account, did the player gain any advantage?

Hello, Andrej!

We have sent you an email with the answer to your questions. Please, check it.

Best regards,

Mr.Bet Casino Team.

Dear Mr Bet Casino Team,

Thank you for providing the additional evidence. There’s no doubt that Ana has created another account in the past and therefore, breached the Terms and Conditions, however, as no bonuses were claimed from the second account and as this is clearly not a case of fraud, we believe Ana’s winnings should be refunded.

Exactly since with this account I made all my deposits

Hello, Andrej!

We have answered to your recent appeal. Please, check.

Best regards,

Mr.Bet Casino Team.

Thank you, Mr Bet Casino, for the reply. We will need to discuss this matter internally. I’m setting the timer for 7 days. I’ll keep this thread posted.

Dear Ana,

In the meantime, could you please indicate the last four (or at least two) digits of your mobile phone number? Thank you in advance.

Thank you all for your patience. After a thorough examination of all the facts, we can confirm that the only advantage Ana might have gained by creating the second account is a second opportunity to take advantage of the casino's welcome offer.

Dear Mr Bet Casino team,

Could you please advise what kind of bonuses did Ana claim from her second account? Did she take advantage of a welcome offer? If so, were her winnings accumulated using funds won from the promotion or using deposited funds only?

Dear Andrej,

The user indeed took advantage of the welcome offer including the 1st welcome bonus 200% + 100 spins Valley of the Gods on a minimal deposit of 10 Euro available for deposits via Skrill only. This offer is available only for users that have registered following an advertisement page with a special referral code. 

After playing with the welcome offer, the user used exclusively No-Deposit bonuses. The user prefers No-Deposit offers, especially No-Deposit free spins. 

The user's winnings were accumulated from using bonus and deposit funds.

Best regards,

Mr.Bet Casino team

The winnings that I wanted to withdraw were without bonuses, just deposit and play what I deposit ...

Thank you, Mr Bet Casino team, Ana, for your replies.

Dear Mr Bet Casino team,

Can you please provide the relevant gaming log that would support your statements? Since Ana did take advantage of the welcome offer, could you please advise if her balance was ever played down to zero?

Dear Andrej,

Could you please specify what kind of logs are required? We also wanted you to clarify how information about the user's bonus history can affect the fact that there was a violation based on creating multiple accounts. 

Best regards,

Mr.Bet casino team

I still do not understand so many times that I deposit and they never told me not to respect the rules of the casino that had other accounts ... they only let me deposit and only one time I wanted to withdraw they denied my withdrawal and they blocked me ...

Dear Mr Bet Casino team,

The player’s bonus history to review what kind of bonuses and when were claimed as well as transaction history (or a similar log) where the player’s account balance can be traced back.

As explained earlier, we do not consider the fact that Ana has created two accounts as sufficient reason to confiscate her winnings. We believe that cases like this should be considered individually and players should only be punished in cases where they have gained an advantage (intentionally or unintentionally). All things considered, we believe that the only advantage Ana could have gained in her case is the second opportunity to claim the welcome bonus/es, therefore, unless her winnings were accumulated using funds won from the welcome bonus/es, we believe that she did not gain any advantage.

Dear Ana,

I understand your frustration, but please understand that performing checks on a player’s gaming account only after creating a withdrawal request is a common practice. Checking each player’s account for a T&C violation regularly would be close to impossible in an online casino.

Dear Andrej,

According to our Terms and Conditions, each user should have only one account, but if for some reason the user needs to open a duplicate account, he needs to notify us in accordance with clause 3.2.1., the request will be checked and the security department will make a decision to allow or not to create a duplicate account.

Ana did not apply to us, although she was familiar with our Terms and Conditions, and created a duplicate account on her own.

Regardless of whether the user used the bonuses or not, the user violated our rules and was blocked.

Best regards,

Mr.Bet Casino team

Thank you, Mr Bet Casino team, for the reply. I apologize for the delayed response.

I’d like to point out that this has already been communicated.

According to your statements, Ana’s winnings were accumulated with the help of bonus funds, however, according to Ana’s statements, her winnings were accumulated exclusively using deposited funds. Therefore, we would like to kindly ask you to provide the relevant evidence that would support your statements.

Good afternoon, I insist that the earnings were without a bonus, I did not ask for a bonus, I only deposited and won, that is why I insist with my withdrawal and I hope a prompt response. I appreciate your time. Attent to their comments

Dear All,

We want to bring some clarity to the discussion of this case.

The user received the last win that she requested for withdrawal using her own deposits. The user received the last free bonus on July 21, 2021.

The questions were initially different: did the user use bonuses on her now blocked account?, did she ever use No-deposit bonuses?, did she claim a welcome offer on her blocked account? and our answer is yes.

But neither using bonuses, nor winning with real money does not change the fact that rules of the site were violated and without our knowledge the user had another active account. According to the rules of the casino, users are allowed to have only one account.

Best regards,

Mr.Bet Casino team

Thank you, Mr Bet Casino team, for the reply.

Let’s summarize the situation. Ana created an account in the casino in June 2019. As far as we’re aware, she did not claim any bonuses on that account, therefore, we assume that if any winnings were withdrawn from the account, they were accumulated using real/deposited funds.

In November 2020, 17 months after creating the account, she created another one. When creating the second account, Ana used a different e-mail address and changed places of two digits in her phone number, however, we see no ill intentions there. Since Ana had not claimed any bonuses from the first account, technically, the only advantage she could have gained by creating a second account is a second opportunity to claim the welcome offer. Hence the question of whether she managed to win from the bonus and if so, whether the disputed winnings were accumulated with the help of the winnings from the bonus.

If the disputed winnings are in no way connected to the welcome bonus, we believe they are legitimate and should be paid out as in that case Ana would not gain any advantage. Her creating another account was probably a simple case of unawareness of the Terms and Conditions and/or forgetting about an old account. We believe that cases like this should be considered individually and rules forbidding players to create multiple accounts should be used wisely - only in cases where the player did actually gain an unfair advantage (thanks to creating multiple accounts).

Hypothetically speaking, if Ana had claimed the bonuses from both accounts, there would have been no question as to whether she did or did not gain an advantage, therefore, we would have ruled in favor of the casino. Since this is not the case, to put it simply, we believe the correct way to look at Ana’s case is as if she had never created the first account.

Dear Casino Guru,

We would like to draw your attention to the fact that we are a gaming club that provides certain financial services based on the terms and conditions. Before registering, the client must agree to the rules that are specified in the terms and conditions on the basis of which we provide our services.

After the client agrees to the rules and registers an account on our website, he undertakes to comply with the conditions specified in the terms. And their violation leads to irreversible consequences, which are also indicated.

Even if the client did not read the rules before creating an account on our site, this does not guarantee him an excuse in case of a violation of the rules.

We are also convinced that the client in this case violated our rules by unauthorized creation of a second account. Also, the recorded login attempts to the first account indicate that the client created the second account intentionally while having the first one at his disposal.

Therefore, the winnings that the client received while playing on the second account cannot be considered legal and we have the right to cancel them based on the terms and conditions.

Taking into account all the mitigating circumstances of the client's violation, we decided to refund her deposits from an illegally created second account in the amount of  676 000 CLP. However, her second account remains closed. 

If the client wants to continue playing on our site, she still has the first account open. If there are problems with access to the first account, our customer support team is ready to assist in restoring access, the client only needs to contact us by chat, email, or in a call. 

Best regards,

Mr.Bet Casino Team

If I did not use the first account, I opened it as you say, I did not even remember that I had it and I opened the second account in which I deposited and played a lot because they did not leave me with the one that if I occupied the first account, I did not I don't agree with any information and I don't want them either, I am already disappointed in this issue that I withdraw my earnings without asking for bonuses and you say about the two accounts instead of giving me my withdrawal for this time I did not do it with bad intentions for something I deposited in my second account every week because I had faith that one day I was going to win and when I win this happens ... nothing to do you are the ones who decide ..... and I appreciate the help of guru thanks I really had that money.

I appreciate that the Mr Bet casino deposited the amount of 676,000 chilean pesos to my bank account ... I thank casino Guru for all their attention and help ...

Thank you, Mr Bet Casino team, for your understanding, but I’d like to point out that we are in no way questioning the importance of the Terms and Conditions or the fact that the rules should be followed. We simply believe that the T&C should be used wisely, especially in cases where a player breaches the T&C unintentionally and doesn’t gain any advantage thanks to the breach.

That being said, we’re glad that a fair conclusion was reached in this case.

Thank you, Ana, for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

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.

Best regards,

Andrej, Casino.guru