The player's account got blocked due to multiple account use. Although the casino was not able to provide us with enough evidence that both accounts were used by 1 person, the player is not insisting on paying out the confiscated winnings and, after she successfully received a refund of her deposits, confirmed that the complaint can be closed. Therefore, we consider the complaint resolved.
Mr Bet Casino - The player's account got blocked.
Amount: €223
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Hello linifeeee,
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 who did create his account as first? Did you both claim any bonuses in the casino? Did you both use your own payment method to deposit there?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
Thank you for your answer.
My partner created their account first. It's been a few years.
No bonuses were used on the win in question and I have not claimed any.
And everyone used their own accounts as a payment method.
Love from
lina
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2 years ago
Thank you linifeeee for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello, Lina,
I am sorry to hear about your problem. From now on, I will assist you with your issue. However, allow me please ask you a few questions to clarify the situation before I invite the casino to the thread.
You mentioned that you did not play with bonuses. What types of games did you and your partner play in the casino most often? Did you play also Live Casino games or any other Multiplayer games? Sports betting? Did you and your partner play any games at the same time/together? What type of games did you get most of your winnings from?
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2 years ago
Translation
Hello Branislav,
Thank you for your answer. I'm happy to answer your questions.
- So far I've only played slots and so has my partner.
- Live casino, multiplayer or sports betting so far not at all.
- No, we didn't play together or at the same time.
- To be honest I've only played 3 or 4 times so far and only won this one time. I think the slot was called "Gates of Olympus" or something like that. My partner says he enjoys playing Temple Tumble if that's relevant.
Thanks for the support and kind regards
lina
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2 years ago
Greetings, Lina,
I apologize for the delayed reply and thank you for the answers.
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 next steps should the player take to get her account unblocked? 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.
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2 years ago
Translation
Thank you Branislav,
could you make my first message private? There are my partner's e-mail addresses, which contain our full names. I would have liked to have protected them.
That would be nice.
Thank you for your efforts and kind regards
lina
Automatic translation:
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2 years ago
Sure, I noticed it and marked it as private before I post my previous message.
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2 years ago
Dear Branislav,
Please check the last letter from us in the mailbox in which we sent evidence of a violation according to the clause 9.1.2.
If additional information is required, please let us know.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Dear Mister Bet
I would love to see that evidence too.
Please send them to lina_noack@web.de as well
Thank you & kind regards.
Automatic translation:
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2 years ago
Greetings all,
Lina, I think it will not be possible to share any evidence with you. If we are talking about more than one account and another account contains personal details belonging to another person, we cannot share them with you.
Dear Mr Bet Casino Team,
Thank you for all the sent data. Could you please see my last email regarding this case and provide me with the requested additional information and data?
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2 years ago
Translation
Dear Branislav,
I can understand that.
The only evidence can really only be that my friend and I have played via the same IP or at most once via the same device, which, however, does not violate the accusation according to Section 9.1.2 😅
Since my partner has been verified for a long time, I would also just like to simply identify myself, so that the accusation would ultimately be invalid.
Still, thank you for trying so hard for me 🙏🏼
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2 years ago
Dear Branislav,
We have responded to your letter with questions and kindly ask you to consider them.
If you need more information please let us know.
Best regards,
Mr.Bet Casino team
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2 years ago
Greetings all,
I am sorry for the delayed reply.
Currently, I am waiting for additional information from the casino via email.
Thank you for your understanding and patience.
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2 years ago
Dear Branislav,
We kindly ask you to check our recent answer regarding this case.
If you need any additional information please let us know!
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Mr Bet Casino,
Thank you for your email and I am sorry for the delayed reply.
Was the player able to pass the verification? Was she allowed to do the KYC?
If we are talking about the second opened account by one person, what an (unfair) advantage would she obtain by playing in this way, please? Was any bonus used in this account? If yes, what bonus?
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2 years ago
Translation
Dear Branislav,
thank you so much for your commitment 🙏🏼
Unfortunately, the casino has not yet contacted me.
With the possibility of verification, the whole process could be shortened or ended here. ☺️ Maybe it will work now.
Love from
Automatic translation:
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2 years ago
Dear All,
The user did not use bonuses and we do not see any point for the user passing KYC, due to the fact that in this case, according to the statistics of the devices used, as well as game patterns, we are talking about identity theft.
Based on a violation of our T&Cs, we do not plan to maintain such an account.
We ask the user to contact our support service to discuss a refund.
Also, based on everything previously stated, there will be no unblocking of the account.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Hi. I still haven't violated 9.1.2, but I don't seem to be given a way to verify my identity.
Unfortunately a rip off. Well 😕
The following email just reached me:
Hello Lina,
Hope you are fine!
I am writing to you regarding your account.
Please note that we have reviewed your case with the relevant department. It has been confirmed that your account is permanently banned and cannot be reopened due to a violation. We kindly ask you to contact us via email registered with MrBet account or chat to refund the deposits made on the site.
We are looking forward to hearing from you.
If you have any other questions, you can always contact us. We are there for you around the clock.
Kind regards,
Gaming club manager, Mary
Love from
lina
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2 years ago
Translation
Hi Branislav,
MrBet just got in touch and my account was opened for a refund of €223.
That doesn't correspond to the sum of the profit, but still 🙃
I'll get back to you as soon as the payment has been successful.
Kind regards and thank you for your effort✨
lina
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2 years ago
Hello, Lina,
Great news! At this point, I sincerely believe it should only be a matter of time before the payment comes to you if it has not yet.
I will keep this complaint open until your confirmation regarding a successful refund, or an update. Please, let us know as soon as you receive the payment.
Although you will receive your deposits and you will be then at the same point as before you started playing in the casino, I am afraid we cannot close this complaint as successfully resolved if you insist on returning the confiscated winnings. Based on the data provided by the casino, we are unable to fully investigate the case and confirm or deny the correctness of the casino's decision. Unfortunately, the casino is not willing to provide us with any additional details anymore. So, it would be necessary to submit a complaint directly to the gaming authority.
Therefore, allow me to ask you a question.
Once the refund is processed, can we consider your complaint resolved, or would you like to file a complaint with the regulator and try to get the confiscated winnings?
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2 years ago
Translation
Hi Branislav,
the refund was received today 🙂
Funnily enough, I verified my account as Lina N. with a bank statement showing my address and name - yet Mr. Bet stops at 9.1.2. stuck, blocked the account again and won't let me do the KYC.
But to be honest, I'm tired of delving further into the casino.
So we're happy to close the case.
Thank you very much for everything!
lina
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2 years ago
Alright, I understand. However, I am very glad you have already received the refund.
Thank you, Lina, for confirmation and for using the Casino Guru complaint resolution centre. Based on the provided information, we consider the issue resolved, and we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.
Thank you, Mr Bet Casino Team, for your cooperation.
Best regards,
Branislav, Casino.guru
