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

My dad created an email at Mr. Bet, took advantage of the 100% bonus and ended up losing.

The next day, talking to me about the casino, my curiosity aroused and I went to consult.

I created an account in the Skrill digital wallet, for users of this wallet, Mr. Bet provided a 200% bonus.

I took advantage of the offer and made my deposit, followed all the minimum bet requirements and requested a withdrawal.

Waiting for the email to confirm the document that did not arrive, I went to access the site, they blocked my account and my father's, claiming that I could be a player with more than one account.

The deposits were made mine through my personal account and my father's through his. Being different CPF.

I got in touch with the site, it was under analysis for a little over 3 months and they informed that the decision was the blockade that there was indeed a violation.

One of the analysis criteria is the email format, my email is v*****@hotmail.com, my father's email is a******@hotmail.com.

We were at the disposal of the site for sending documents or any other request, there was none and neither was the response by email to which they always promised to send me.

I just want to resolve this and have access to my prize that was won legitimately and without any violation.

Dear vinnychiara,

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 better understand the situation.

Could you advise I the bonus your father took advantage of was a welcome deposit bonus? Could you please forward any relevant communication between you and the casino regarding the accusation from the casino to my email at tomas@casino.guru ? Were you or your father able to complete the verification with the casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas!

Yes, we have completed the verification, if I'm not mistaken, it is necessary to complete this step in order to deposit.

I will send you the print of the verification email and the conversations with the attendants by email.

If possible attach in this case, please?

I'm finding it difficult to do this on my smartphone...

My father took advantage of the yes welcome bonus!

I took advantage of Skrill digital wallet users bonus.

I am at your entire disposal to resolve this case.

I propose to send documents such as RG and CPF, to prove my identity.

Thank you for your messages, vinnychiara.

Did you use separate devices in order to register and play in the casino or did you share a device with your father when accessing the casino?

I thank you for your attention Tomas.

Answering your question:

My dad did everything for his smartphone and I did everything for my smartphone.

Thank you very much, vinnychiara, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 vinnychiara,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mr. Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Mr. Bet Casino,

Can you please provide supporting evidence of the player's use of multiple accounts, and how they are linked, to my e-mail (adam.m@casino.guru)?

Kind regards,

Adam

Dear Adam,

We are currently in the process of collecting information about a user's multi-accounts to provide to you.

Users can indeed live in the same house using one device, but the bonus system is available only for one first account. In this case, our bonus system was used on both accounts, and this is a direct violation of our T&C, with which the user agreed before registering on our website.

Best regards,

Mr.Bet Casino team

Thank you for the update, Mr. Bet Casino.

We will wait to hear further information from you.

Kind regards,

Adam

Dear Adam,

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

Best regards,

Mr.Bet Casino team

Thank you for the evidence provided, Mr. Bet Casino.

The player stated that they have verified their account, can I ask you to confirm if either account has been verified? I would also like to ask when both accounts have been created and last accessed.

Kind regards,

Adam

Dear Adam,

Neither of the accounts was verified. 

The first account was created 21.09.2022 18:08:24 UTC last login 21.09.2022 20:30:42 UTC.

The second account was created 22.09.2022 11:29:48 UTC last login 22.09.2022 16:25:56 UTC.

If you require more information please do not hesitate to ask.

Best regards,

Mr.Bet Casino

Hello Mr. Bet Casino,

Can you please clarify which bonuses were used by which account?

Kind regards,

Adam

Hello Adam,

On both accounts, the welcome offer was claimed with the first deposit.

If you need records from the internal system logs we have requested them and will send you information via email as soon as we receive the files with the bonus history.

Best regards,

Mr.Bet Casino team

Hello Mr. Bet Casino,

Thank you, please do send the information to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear Mr. Bet Casino,

I do not seem to have received anything further from you, can you please confirm if the aforementioned information has been sent?

Kind regards,

Adam

Dear Adam,

Please check our recent email with additional log data. Thank you in advance for your consideration!

Best regards,

Mr.Bet Casino team

Dear vinnychiara,

The casino has now provided further information regarding the use of the accounts. You stated previously :

"My dad did everything for his smartphone and I did everything for my smartphone."

However, the evidence provided shows that the same device has been used to log in to both accounts multiple times. Are you able to explain this, please?

Kind regards,

Adam

Dear Adam.

I don't know how it was identified.

If it's by IP address, me and my dad were using the same home Wi-Fi network.

I didn't try to access my father's account from my smartphone. There were several attempts because we talked to the customer service and we were waiting for it to be resolved as soon as possible, we waited a little over 3 months, without any response from the casino, which promised a response.

We got in touch with Mr. Bet, we asked to reassess, as we did not violate any rule, we spent more than 3 months waiting for a return, which was promised by the casino, so we tried each one to access their account, after this period contacting them frequently, an attendant said that it was assessed by the responsible sector and a violation was found.

I don't know if their system failed or what the problem was.

But as I already showed you, I have the email confirmation email, which I used to confirm, my father's he deleted.

I would like to better understand what the problem is.

Because it was informed that I would have more than one account, now Mr. Bet said it was a bonus violation.

I'm here because I want the money I earned, I fulfilled all of Mr. Bet.

There were approximately 15k bets.

I have never had these problems at other casinos or bookmakers.

My family and I have accounts in other houses and none of them causes or caused us to go through this inconvenience.

I am available, I want to solve it as quickly and peacefully as possible.

Dear Adam

For a quick and easy resolution, I am willing to record a video with my father showing a document that identifies him opening his email on his own smartphone and another of me with a document of mine, opening my email on my smartphone.

Both documents with photo.

Thank you for your attention.

Dear vinnychiara,

The casino has provided sufficient evidence to show that both of the aforementioned accounts have been accessed not only by the same IP address but also by the same mobile phone.

Unfortunately, as both accounts have taken advantage of the bonuses and the winnings in question were accumulated with the use of a bonus, there is a direct breach of the terms and conditions and there is nothing more we can do to assist you in this case.

Consequently, this complaint will now be rejected. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam