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

hallo mein account wurde mit der begründung gesperrt das ich einen doppelten account besitze was leider nicht der wahrheit entspricht.

ich spiele schon circa 10 monate bei mr bet und es gab vorher nie probleme

es sind noch 2190 euro auszahlung offen die noch nicht ausgezahlt wurden

ich bin voll verifiziert in diesem casino und es ist nicht meine erste auszahlung

wie das casino darauf kommt das ich 2 accounts besitzen soll ist mir schleierhaft.

Hello bernd30,

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? When did you register into the casino? Did they explain you in any way the reason behind blocking your account? Did you accumulate your balance from real money or bonus?

Looking forward to your answer.

Regards,

Nick

angemeldet und verifiziert habe ich mich vor circa 10 monaten bei mr bet.

es wird mir vorgeworfen das ich mehr als 1 account bei mr bet habe was aber nicht stimmt.

ich habe für einen 50 protzent bonus eingezahlt und konnte nach wagerende 2190 euro zur auszahlung bringen.

Did they provide any proof of duplicate account? Did you receive any deposited amount back from the casino?

wie kann ich nachweisen das ich nur 1 konto bei mr bet habe?

ich habe keine ahnung wie ich das machen soll

mr bet soll beweisen das ich mehr als 1 konto besitze denn sie behaupten es ja auch.

nein ich habe meine einzahlung nicht zurück erhalten

ich will aber auch nicht meine einzahlung zurück sondern den ausstehenden gewinn von 2190 euro

den ich ehrlich erspielt habe und zwar mit einen account

Hello bernd30,

We will try to get in touch with Mr Bet Casino in order to receive some evidence. Please note that in case they will be able to prove that you have multiple accounts, you will be entitled to receive only your deposit back if the casino decide so. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello bernd30,

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,

The player has had their account blocked due to having multiple accounts. Could I please request that you provide some evidence supporting this for us to review? It can be sent directly to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello bernd30,

The casino has provided evidence suggesting links between your account and other accounts, and I have asked for more information regarding this. I will update you here as soon as I receive a further response.

Kind regards,

Adam

Dear All,

We require more time for gathering all necessary proofs and evidences for this violation of rules case. 

We kindly ask you to provide us with additional time to resolve this issue.

Thank you for your patience in advance!

Best regards,

Mr.Bet Casino team

Hello Mr. Bet Casino,

Thank you for updating us on the situation, we will extend the timer for a further 7 days.

Kind regards,

Adam

Dear Adam, 

Please check our recent email with our decision regarding multiple accounts abuse.

We hope you'll consider all the evidences that as well.

Best regards, 

Mr.Bet Casino team 

Dear bernd30,

Further evidence has been provided by the casino and will be reviewed. I will extend the timer and provide an update here shortly.

Kind regards,

Adam

Dear bernd30,

After reviewing the evidence received from the casino and discussing the case internally, we decided that we still require more information to be able to fully understand the situation and ensure a fair conclusion to this complaint. We are therefore awaiting a further response from the casino via e-mail in order to proceed.

I will provide a further update here as soon as I can, and thank you for your continued patience in the meantime.

Kind regards,

Adam

Dear All,

Unfortunately, we do not have a final decision on this group of users at this stage.

We ask the Casino gurus to extend the time limit for the complaint, which will help us to carry out additional investigation and formulate a final decision regarding the accounts.

Thank you very much in advance for your patience.

Best regards,

Mr.Bet Casino team

Thank you for your response, Mr.Bet Casino.

The timer has been extended to allow more time for additional investigation.

Kind regards,

Adam

Dear Adam,

Please take a look at our latest email we sent you. In this letter, we also offer on what conditions users who have violated terms and conditions can continue to use the services of our casino.

We will be waiting for your further reply.

Best regards,

Mr.Bet Casino team

Dear all,

We have received the e-mail mentioned, but unfortunately more time and information are needed to bring this matter to a close.

As the matter is still being discussed, the timer will be extended once more.

Kind regards,

Adam

Dear Adam, 

We kindly ask you to check our recent email regarding this issue. 

Unfortunately, we cannot return the winnings to users, as we are talking about a violation of the rules of our gaming club.

On what basis we made this decision, we described in detail in our response to your email.

Best regards,

Mr.Bet Casino team

Hello all,

Please forgive my delayed response.

Due to the complex nature of this case, it has been decided that it will be discussed once more internally by our complaints team management. The final outcome of this discussion should be known on the 26th of October, and I will post an update here accordingly.

I once again thank you for your continued patience.

Kind regards,

Adam

Dear bernd30,

We have thoroughly reviewed all the information provided, but we do not consider it sufficient to be able to come to a fair conclusion about this case. As we cannot reach an agreement with the casino at this point, I recommend that you contact the casino's licensing authority and submit a complaint to them. You can do so by visiting this link: https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint.

Please let me know when you have done so, and we will close this complaint temporarily while we await the outcome of their investigation. Upon receiving a decision from them we will reopen this complaint and proceed accordingly.

Kind regards,

Adam

die lizenzbehörde von curacao ist sehr unzuverlässig.

es ist zu bezweifeln das sie meine beschwerde überhaupt bearbeiten.

was passiert mit der beschwerde auf casino guru wenn die lizenzbehörde von curacao nicht auf meine beschwerde reagiert?

ich bin der meinung das ich eindeutig im recht bin da ich nur 1 account besitze

das casino kann hier nicht beweisen das ich mehrere accounts habe was es behauptet und somit bin ich im recht und habe anspruch auf die auszahlung meiner gewinne.

falls das casino nicht zahlt wird der der fall als ungelöst eingestuft und fertig.

warum machen sie es so kompliziert

Dear bernd30,

The reason we recommend that you contact the licensing authority is that you stand a better chance of finding a resolution to this issue.

In our opinion, the casino has not provided us with sufficient evidence to back up its claims. This does not mean that we agree with either party at this point. We would require further evidence to be able to make what we would consider a fair and informed assessment of this case.

As the regulator mentioned has more authority over the casino, they may be able to access information that we cannot. Therefore, to be able to reach a conclusion that is fair to all parties involved we suggest that you contact them.

Kind regards,

Adam

ich brauche die player id number für die beschwerde bei curacao egaming die ich bei mr bet habe

ich kann mich nicht einloggen um nachzusehen

ich fordere das casino auf mir die player id number zu geben

Dear Mr. Bet Casino,

Are you able to supply this to the player?

Kind regards,

Adam

Dear All,

We advise bernd30 to check any letter from the casino support and the user's ID number will be indicated below.

Best regards,

Mr.Bet Casino team

können sie die email bitte noch einmal senden

ich habe sie ausversehen gelöscht da ich voll bombardiert worden bin mit spam nachrichen

oder einfach hier die player id nummer mir schreiben bei casino guru

Hello bernd30,

Have you now received the relevant number from the casino?

Kind regards,

Adam

ich habe die nummer immer noch nicht erhalten

hallo

ich brauche immer noch die player id number

mr bet wann senden sie diese mir endlich zu

ich möchte endlich die beschwerde schreiben und dazu brauche ich diese player id number

Dear bernd30,

Please contact our support team via email that you've registered your account with us. In a response mail from our support team you'll find the user ID. It will be right below in the letter you'll not miss it.

Best regards,

Mr.Bet Casino team

ich kann zur zeit von dieser email (registrierte mail bei mr.bet)keine emails versenden

aber emails erhalten funktioniert

sie können die nummer auch hier in casino guru mir mitteilen oder per mail

mr bet hat mir immer noch nicht meine player id number gesendet.

Dear bernd30,

I have checked the complaint form, and if you have trouble obtaining this number you can put 'unknown' in the player ID number field and proceed with the complaint. Please let us know when the complaint has been submitted.

Kind regards

Adam

Dear bernd30,

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.

beschwerde wurde bei der CEG eingreicht

Hello bernd30,

Thank you for the update. As I mentioned previously, this complaint will now be closed temporarily while we await the decision of the regulator.

Should you receive a decision from them, or if you have any further questions please do not hesitate to contact me via e-mail (adam.m@casino.guru).

Kind regards,

Adam

Dear bernd30,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Adam

der regulator hat dem casino recht gegeben

Thank you for clarifying the situation, bernd30.

As the regulator has decided in favor of the casino in this case, the complaint will now be rejected.

Kind regards,

Adam