Mr Bet Casino - Player was accused of opening multiple accounts.

Dear Milian26,

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

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

Hallo habe mehrere Bonusangebote genutzt Geld wurde mit Bonus gewonnen bzw 3 Einzahlungsbonus

Ob Familienmitglieder ein Konto haben kann ich ihnen nicht beantworten und bei unseren Nachbarn auch nicht da wir knapp 30 Haushalte leben inkl Familienmitglieder will mein Gewinn oder meine Einzahlungen kann ja nicht sein das ich mich verifiziere und dann einzahlen kann und wenn eine Auszahlung kommt dann das Hammer bin wirklich sauer

Bitte um LÖsung meine Problem der Chat antwortet mir nicht Mal mehr

Mfg

Thank you very much, Milian26, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi Milian26,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Hello All,

Accounts were blocked due to violation of our terms and conditions, namely clauses 9.1.2 + 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.).

Both accounts took advantage by using bonuses simultaneously. We cannot tolerate this kind of violation of our rules as a licensed casino. Users agreed to our terms and conditions upon registration and committed to follow them.

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino team,

Could you please send the relevant evidence to my email address (peter.m@casino.guru)?

Hello Peter,

We ask you for additional time to gather all the pieces of evidence and to provide them to you by email.

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino team,

I understand, let's set the timer to seven more days.

Hello Peter,

Thank you so much for understanding and providing us the opportunity to gather additional evidence.

In our recent email you'll find the table that describes matches and intersections between accounts.

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino team,

Thank you for the email. I've sent you some additional questions.

Hello Peter,

Please kindly check our recent email. Thank you in advance!

Best regards,

Mr.Bet Casino team

Thank you Mr.Bet Casino team,

I asked for the last bit of information regarding the case by email.

Okay dann hoffe ich mal auf positive

Rückmeldung

Dear Peter,

The answers to your recent questions were provided.

We apologize for the delayed answer.

Best regards,

Mr.Bet Casino team

Seit 6 Tagen nux gehört wird mir nun geholfen oder wird man im Stich gelassen

Kann nur jeden anderen Spieler davon abraten bei Mr Bet zu spielen das sind für mich Betrüger ist so!!

Hi Milian26,

Sorry for the delay, we will discuss your complaint internally tomorrow and I will get back to you.

?

Hi Milian26,

We discussed your case and I sent you an email with some additional questions.

Dear Milian26,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.