The player's account got blocked because of multiple accounts. We have discovered that the player supposedly created an account within the same household as their family member. Since the winnings did not originated from a welcome bonus but player's deposited money, the casino decided to accept our suggestion and processed a refund to the player.
Mr Bet Casino - The player's account got blocked.
Amount: 300 R$
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
PLEASE HELP ME...
I played at Mr Bet, I made several deposits. After several attempts I managed to win 347 reais, I played 47 and I had 300 left, so I said I'm going to withdraw 290 and leave 10 reais for me to play more, only after I tried to withdraw the money, I thought it would drop the next day but it didn't, the next day I went to log into my account and the message appeared that my account was closed and my funds blocked... Help Me Please
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2 years ago
Hello Rosangela,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.
Have your account been verified? Have you ever made a withdrawal there? Did you use any bonus while you were playing? Do you own only 1 account at Mr Bet? Did the casino specify it why did they block you?
Please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
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2 years ago
Hello Rosangela,
We haven't hear from you in a while. Please note that we will be forced to reject the complaint if we won't get any respond within the next 7 days.
Regards,
Nick
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2 years ago
Translation
Hello, So on the day I bet I didn't use any bonuses, only money I deposited 20 reais....I never made a withdrawal because I always lost, on the day I won the 300 reais I made the withdrawal but they didn't send the money to me . And the other day I went to see why the money did not fall into my bank account... I logged into the mr.bet app and the following message appeared...."Your account was blocked. I contacted the help center, they gave me they said that I would have a joint account or that I was fake.... They only blocked my account after I tried to withdraw !!
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2 years ago
Dear Rosangela,
Could you please forward your communication with the casino (screenshots or e-mails) to nikolas.b@casino.guru?
Looking forward to your answer.
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2 years ago
Dear Rosangela,
Could you please advise if you own more than 1 account in the casino or if anyone else from your household is playing there too?
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2 years ago
Translation
Hi, Yes, there is another person in my house who played more on her account, on my account only I played
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2 years ago
Dear Rosangela,
In this case it would be needed to specify a few more things - is this second account owned by a completely different person? Did any of you used a bonus? Did both of those account owners deposited with their own payment method?
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2 years ago
Translation
Hello, how is everything ?
So.. Yes, this person is from the same family as mine, but his account is in his name, mine is in my name, I already used bonuses but when I won the 300 reais there was no active bonus, it was zero, the deposits I I did it via pix, from my son's cell phone, I only paid and nothing else...
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2 years ago
Dear Rosangela,
The important thing is now to find out a few more things about both accounts-
- who created the account first?
- did both accounts used bonuses? if yes, who used it first?
- both accounts are verified?
- were there any winnings on the second account?
- both accounts have their own payment or was both funded with one?
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2 years ago
Translation
Hello....so The Other person was the one who created the account first, then this person showed me this online casino so I researched and installed it and created my account. I already used bonus but never made a withdrawal with bonus, as I said this would be my first withdrawal and I wasn't using any bonus, my account was verified, the other person already won but never made a withdrawal, we always deposited through the account this other person via Pix, because I didn't make Pix on my account,.... what makes me most upset is that they could have blocked it before because I made so many deposits, I've been betting like this for so long, but no. They were blocking right after I won and I tried to make the first withdrawal of Amount 300 this was very unfair.
What if I hadn't won? Would they leave my account unlocked for me to deposit more money and lose? That's what mr. Bet did it wasn't fair..
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2 years ago
Dear Rosangela,
Are this other person living in your household? Did you both try to verify at the casino? If you can both prove that you played with your own money and on your own, there should be any problem to play even from the same household. Many casinos close the player's account only based on similar IP use which we do not agree to. We believe that everyone who wants to play should be able to do it if they are using their own funds.
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2 years ago
Translation
Good morning.. Of course I used my own funds, how will I prove it to you? I now bet at another casino they always pay me right,, What Mr.bet did and is not paying me, is a great lack of respect for his customers,, ask him to unblock the account or show you, , the proofs of my deposits are all there,,, of course I played with my own money
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2 years ago
Dear Rosangela,
Thank you for all the information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Rosangela!
From now on, I will take care of your complaint. I would like to invite representatives for Mr Bet Casino into this complaint in order to help us resolve the issue.
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2 years ago
Dear Martin,
Please kindly find the detailed explanation of this issue in the last letter from us.
If you need any further clarification, we'll be ready to provide you with the necessary information.
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Rosangela,
Could you please specify on which date have you created your account? Also could you please tell us on which day did you passed the verification of your account? Ideally, we are looking for a confirmation email stating that your account has been verified.
Looking forward for hearing from you.
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2 years ago
Translation
Look if you don't want to pay. You don't pay but you don't have to keep making excuses. I don't remember why I formatted my cell phone anymore. But you have everything written down there. Make good use of the money from a sucker like me.
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2 years ago
Dear Rosangela,
I'm very sorry but you haven’t answered any of my previous questions. Please, I'd like to ask you to check my last reply once more and try to assist with these questions. All of the requested information is essential if we wish to proceed with the case. Thank you in advance.
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2 years ago
Translation
Mr Bet you can't do that with us we don't deposit without complaining and when we win you try to trick us, accept to lose too, we are workers, we demand respect, I'm researching and seeing that this didn't just happen to me,, several people complaining about you, because of some money, ex: 300 reais you are losing customers who could be betting until today in your casino... I'll give you an example, today I bet on Pix bet, I had no problem with them, they are excellent, when I win, I withdraw my money on the spot, don't fool me, 300 reais is money and my right as a customer, now if mr. Mr bet doesn't want to pay, he already says he won't pay, but he doesn't keep rolling us, me and mr. Casino Guru we have many things to do... sorry if the way I said it is wrong, but think of you too, your reputation try to improve...
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2 years ago
Hello Rosangela!
Please note, that I was not able to receive any answer for my question in your replies. You need to understand, that without your help and proper answers, we will not be able to proceed with resolving your issue.
Since you have stated that your account was verified in the past, I would like to ask you to provide us with any kind of information about the verification of your account, usually, casinos send players an email with some kind of confirmation of successful verification.
Looking forward for your answer.
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2 years ago
Translation
I'm not saying this to feel sorry, but I say it because it was fair I deposited, sometimes I lost money and I didn't give up I didn't stop betting I kept persisting and you didn't warn me or blocked my account, only after I won and tried to withdraw the money, you just blocked my account mr. Bet, why didn't you do this before I won? Why didn't you send me an email alerting me? Honestly I didn't think it was fair! Casino Guru this is the information I could find in my Email!!
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2 years ago
Dear Mr Bet Casino,
Apologies for a delayed response from my side. After reviewing all the necessary information surrounding this case, I'd like to address the following points.
We acknowledge that the player breached the rule about multiple accounts from one IP or household and also there were welcome bonuses used for both of the accounts. These are undeniable facts supported by the evidence.
I'd like to bring attention to the fact, that the player supposedly was able to deposit further after wagering the welcome bonus, which as it seems she was not able to wager through, therefore the winnings did not originated from this bonus.
As you have discovered, it was a multiple account from the same household or IP. This fact rendered the player's gameplay to not have any chance of winning, although according to her statement, she deposited further. I think it is safe to assume that should the player not requested a withdrawal and only managed to lose her deposits, nothing would happen.
With that being said, I'd like to propose a solution of at least refunding the player's deposits. This solution would be considered as fair one for both sides involved in our point of view.
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2 years ago
Dear All,
Please be informed that we returned the user balance so rosangela84239416 can request a withdrawal.
After creating a withdrawal request, the user needs to contact us for further assistance.
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Rosangela,
As it can be seen in Mr Bet Casino's latest reply, your balance should now be restored and you may proceed to withdrawal. Please inform us once you will be able to proceed with your withdrawal.
Looking forward for your answer.
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2 years ago
Translation
I already did the Withdrawal Thank you guys!!
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2 years ago
Thank you for informing us with the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
