Mr Bet Casino - The player's account got blocked.

Hi I have been playing at the casino for at least 2 years now and have deposited numerous times since creating account, I finally make a withdrawal request and the block account and void my withdrawal, I have not violated 9.1.2 at all. They blame me for cheating even after being such a long loyal player, I informed them I only have 1 account I use for every casino I play at, I also emailed them all my verification docs as well to prove I am me but nope still dont believe, I also told them that maybe my son or ex wife had accounts there but my son has not gambled in over a year,and I know for a fact neither have played there for at least that long. I also told them that I can most likely get them to verify themselves if needed but they just tried to be sneaky and ask what other emails I have used to create accounts, again I informed I only use 1. Then I get an email saying that I could use my second account but my first account permanently closed, again I only have 1 account, but I noticed with that statement that they violated there own terms because it states that if multiple accounts they would close all but the first and the first being the active account. It has no bearing but I know 100% that would be me because they were first casino I ever deposited at and my ex and kid only started gambling cause they saw me doing it. I demanded a refund of all my deposits if they won't pay my winnings, and there were lots of deposits, maybe even exceeding my win. I don't think they should be able to keep a person's funds and let them keep depositing so to literally steal from them as they have no chance of success. How they get away with such open fraud is mine bending. Please help.

Hello jimpritchard1940,

Thank you very much for submitting your 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.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? How much was your real money balance when your account got close? Did the casino provide any evidence of multiple accounts? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I am not sure about the verification but I believe so and would have been long ago, the reason I liked playing so much was all the bonuses they offered, all the notifications and emails offering them daily was pretty near spamming though, I was even contacted personally by managers on several occasions offering me personal bonuses, so yes I believe I did get a deposit bonus, I did have $1800 when I requested $1000 withdrawal but lost that in the process ( $800 spent back, you would think they would would move Mountains to keep players like me), so I believe it might have just been a few cents. No evidence whatsoever. Last time I had contact was January 10th and it was me trying to tell them I never had 2 accounts, and trying to explain that maybe it was a family member, but responses were all pretty much exact, except for there tactic to try get a player to give up emails, and yes I know my wife and sons emails but I certainly wasn't going to tell them what they could be, they would just accuse me more.

Hi Nick,

It's been a bit and just wondering what's happening if anything?

Hello jimpritchard1940,

As we will definitely need more details from the casino, your case will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, jimpritchard1940,

I am sorry to hear about your unpleasant experience. 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 the winnings? If we are talking about a 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 All,

We would like to clarify the situation with multi-accounts. The user has no open accounts on our site. All user accounts have been blocked for violations of clause 9.1.2

 rules and conditions. The support service agent who informed the user about the violation of the rules made a mistake, for which we apologize.

All user accounts have been blocked for violating our rules and he can no longer use the services of our casino.

We are in the process of collecting additional evidence for this case of violation. 

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino Team,

Once you have the necessary data and details, share them with me - my email is stated above. However, please note we prefer screenshots to support the casino's claims and decision.

Looking forward to hearing from you.

Dear Branislav,

Please check our recent email. Thank you in advance for your consideration!

Best regards,

Mr.Bet Casino team

Greetings all,

Thank you, Mr.Bet Casino Team, for your email and the details. Please, look at my last email regarding the case, and if it is possible, provide me with the requested additional information.

Dear jimpritchard1940,

In the meantime, allow me to ask you a few more questions.

Were your winnings obtained from a bonus? If yes, was there any real money balance in your account before bonus activation?

Is there any possibility that any of your family members' accounts used the same payment method for deposits?

Can you please somehow rationally explain how is it possible that all connected accounts were, at some points, logged in shortly after each other using the same device/IP?

Could i get more time? going through emails and getting info from son? Could i get the other emails in question please?

I did redeem a bonus yes, but on mr bet this is always a bonus available, i had to unsubscribe due to i guess you could call it bonus spamming. There should not have been any payments from any accounts that match my account. And possibly my kid Damon might have logged into mine? i usually have auto log in as well as my passwords saved on this device.

I was able to get somke interesting info from. myson. Damon however, it appears when he opened his account he entered the wrong emai while regestering and launched a complaint with lcb.org, he also says that while chatting with mr.bet they ansered the chat by calling him James and not Damon, with this being the case, why did they steal my deposits for over 2 years all the while knowing if i ever won they had no intention of paying me? I feel like that has to fraud or somewhere along that line, and if not my winnings then refund all my deposits from the past 2 years refunded.

Thank you, Mr.Bet Casino team, for your email and additional information.

Dear jimpritchard1940,

I am sorry for the delayed reply. At least you had enough time to check the details.

However, there is still a question that has not been answered yet.

"Can you please somehow rationally explain how is it possible that all connected accounts were, at some points, logged in shortly after each other using the same device/IP?"

And other questions arose.

Why did your son submit a complaint with lcb.org and not contact directly Mr.Bet Casino regarding it? I do not understand the connection to this complaint. Could you send me a link to the mentioned complaint on LCB?

Can you also explain these facts:

• Your account and your son's account have the same username, only the numbers differ
• On one of the dates when these accounts were logged in shortly after each other using the same device/IP, 3 of them claimed the same type of bonus
• You claimed that your account was the first one registered in the casino - I see 4 connected accounts there, and 2 of them were registered earlier than yours, including your son's account

As for your question, the casino is not obliged to make a verification before a withdrawal request or a withdrawal request of a higher amount. Some casinos even let you withdraw small amounts without verification. The casino found the connections during a deep check of your account - after a withdrawal request.

here is the link to his complaint, it states he verified his account at that time and also informed mr.bet that he was using my email, so i am sure that's evidence that they knew they were taking my deposits for 2 years without me having any chance of a return on them. they are using there terms to give them selves an unfair advantage against there players. How is that fair they can use there terms to steal your money after they had knowledge that the account was flagged duplicate. If there's bonus abuse they are so against, well they shouldn't be taking deposits after the breach of terms, and closed the account immedietly, i also mentioned that they called my son James when her was talking to support and he told them his name was in fact Damon. Mr bet could you possibly send all chat logs from damon to casino guru showing that mistake you made, which proves you in fact knew 2 years ago you would steal my withdrawal if i ever won, how is it you use your terms so seriously you stated so the casino would not be at an unfair advantage, well you used your terms to let your casino have a 100% advantage over me for 2 years, They did not just come across these as duplicates because of my withdrawal. they knew 2 years ago, and i will look at every complaint forum and review mr.bet has which is similar to mine, They use there terms and let duplicate accounts keep depositing until there is a withdrawal attempt before using there terms to steal the withdrawals if there was a win, but 100% knowingly stealing deposits that should have never been accepted in the first place!

RESOLVED: Mr.Bet not giving me access to my account (lcb.org)

Dear jimpritchard1940,

Unfortunately, the lcb complaint was filed and resolved shortly after the account was created. The issue was resolved 2 years ago. Anyway, there is no confirmation of a successful verification at all. The phone number was confirmed, the documents were sent to the casino, the email address was fixed, and the account was reactivated. That is all. Also, this account was created several months earlier than some of the other connected accounts, including yours. Even if the verification had been done on this account (which is not proven), there would have been no related accounts at that time yet. Therefore, the lcb complaint is irrelevant and unrelated to this case. It proves nothing.

Now I would like to repeat all the unanswered questions again, and I will expect answers and explanations because it is important for moving forward with the case.

"Can you please somehow rationally explain how is it possible that all connected accounts were, at some points, logged in shortly after each other using the same device/IP?

Can you also explain these facts:

• Your account and your son's account have the same username, only the numbers differ
• On one of the dates when these accounts were logged in shortly after each other using the same device/IP, 3 of them claimed the same type of bonus
• You claimed that your account was the first one registered in the casino - I see 4 connected accounts there, and 2 of them were registered earlier than yours, including your son's account"

Please note your cooperation is necessary, and if you are not willing to provide us with the requested details, I will be forced to think about the complaint closure.

Dear jimpritchard1940,

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.

my Computer has all my passwords and logins saved and I think whoever it was logged in to mine without my knowledge, it could not have been a deposit bonus claimed as I would have known if someone accessed my bank account.

As for the username my deceased fathers name was Jim Pritchard and he was an avid player and hockey fan his whole life and wore the #6 and his favourite player was Mario Lemieux who wore the #66, his nickname was pritch, I as well as my sons all use his name and or nickname in usernames as well as emails and the #6 as a tribute or memory to someone who we all miss very much.

I guess my account wasn’t first then, still does not give them the right to keep letting me make deposits with zero chance of winning. Please ask for all chat logs from Damon’s account as he assures me they called him James, he is trying to get access to his email so he can get a screen shot of the chat log also which will 100% prove they knew a long time ago and still kept taking deposits.

Dear jimpritchard1940,

Please note that also allowing another person to access your account is prohibited in online casinos. However, your explanation does not clarify the facts and matches mentioned above.

After gathering all the necessary information and having an internal discussion, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe that one person used multiple accounts and abused casino bonuses. Unfortunately, under such circumstances and the matches stated, it would be very difficult or even impossible to prove that all the connected accounts (or at least 3 of them) were not used by one person. Since the bonus offer was abused at the beginning of September 2022, you have not been eligible for any further bonus since then, and your disputed winnings were obtained with a deposit bonus. Moreover, as a standard, and as it is also applied in Mr. Bet Casino, in the case of a deposit bonus, real money is played first, and only after losing it, the bets are deducted from the bonus money. It means that you lost your deposit by playing, and the disputed winnings are just bonus funds that you are not entitled to. Thus, it is not even possible to refund your deposit. The casino acted in accordance with its Terms and Conditions, and you accepted them upon registration.

As for your claims regarding stealing your money - if no bonuses had been used in the accounts in question or they had been used in only one of these accounts, the whole case would have been considered differently. However, all your previous deposits were simply gambled away. We are not talking about stealing. I believe that everything was explained sufficiently in the thread.

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 regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru