The player's account got blocked due to account multiplicity. The player explained that there were two accounts, one was hers and one was her husband's. We suggested that the players be allowed to complete the verification procedure to prove that they were indeed two players. The casino decided to maintain its position, so the complaint was closed as 'unresolved'.
Mr Bet Casino - The player's account got blocked.
Black points: 217
Amount: €780
Mr Bet Casino
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Unresolved
Our verdict
Uncertain case, passive regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
I requested a withdrawal and now my account is blocked. I first tried to register and this account was not verified. So I opened a new account and didn't use the other one because the verification hadn't worked a few months ago. Since registering in the new account, I've also been using this one and now I'm wondering what to do about it. It can be seen that nothing is used with the first account.
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2 years ago
Hello Shenja86,
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 how much did you deposit into your first and how much into your second account? Did you use any bonuses on any of your accounts? Did the casino considered any refund to you? When was the last time you spoke to the casino and what was it about?
Please understand that account multiplicity is against the terms and conditions in almost every single online casino and might lead to account block and entire balance void.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
I spoke to the casino yesterday. There was no other account, I had this checked, I gave my second email address, it is not stored in the system. Now they should check what is supposedly running on my name, there is no account. At least I'm not aware of it. When I started trying to register with my other email (I didn't have an account with this casino at the time), it didn't work for technical reasons and my current account was opened. I have deposited around 500 to 600 euros to date, mostly through my bank account and a few times through Klarna. Bonuses were also used more often, but no payouts were made with them, as it had always led to losses. Now I made a deposit with no bonuses and made a higher profit and requested the withdrawal, after that my account was blocked and I am accused of having another one, which cannot be. I had my other mail checked, apart from these two I don't have any. Please check.
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2 years ago
Thank you Shenja86 for all the information provided. As we will need more information from the casino regarding the details, your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Shenja86,
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 further information regarding the player's use of multiple accounts?
If you can supply any supporting evidence, please do send it to my e-mail, adam.m@casino.guru.
Kind regards,
Adam
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2 years ago
Translation
I have no other account . Just my own at the email I specified. What is the status of the exam?
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2 years ago
Dear All!
Please be informed that the user was blocked according to our terms and conditions, clauses 9.1.2. & 7.1:
9.1.2. Only one account is allowed per person. No winnings may be collected on accounts opened in false names or on multiple accounts opened by the same person;
7.1. Please, be noted that all offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.).
The account that was created earlier remains open.
On both accounts, the bonus offers were claimed, which is prohibited and can be seen as bonus abuse.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
What first Konzo. I only have one account at my email address and home address and no other accounts. Which account are we talking about here? My ID has been verified 1 time for one account. Please tell me specifically which first account and what the second is? I do not understand that.
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2 years ago
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Also, this win was made without claiming the bonus. So what's another excuse now. You mean multiple accounts, which ones specifically? Specific information as I only have one account! Once verified in my name which is proven by the ID documents and if there *is* another account why wasn't I informed as the other payments which resulted in losses and didn't make a profit why wasn't it blocked? Then pay me back my already deposited funds, or finally unblock my only account. That's how you can rip people off. That doesn't work at all.
I'm outraged
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2 years ago
Dear Mr Bet Casino,
Please provide supporting evidence of the above to my e-mail address, adam.m@casino.guru.
Kind regards,
Adam
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2 years ago
Dear Adam,
We have sent you an email with additional evidence of the connection between the accounts that led to the violation of the rules.
Please kindly tell us if you need more information to resolve this complaint.
Best regards,
Mr.Bet Casino team
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1 year ago
Dear Mr Bet casino,
Thank you for the evidence provided. I have replied to you via e-mail with some questions.
Kind regards,
Adam
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1 year ago
Hello Shenja86,
Please be aware we are unable to share evidence provided to us by the casino due to reasons of confidentiality, but I can tell you that the evidence provided suggests links between your account and another by use of similar registration details and use of the same IP address. I have asked the casino for further information regarding this.
Kind regards,
Adam
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1 year ago
Dear Adam,
We've sent you an email with clarifications. We kindly ask you to check it.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Same IP address, ok. Where is the violation. So someone comes to visit me and uses my WLAN goes to MR Bet and plays on his account and then mine gets blocked for it??? Connections, which exactly. I would also like to receive the evidence in this regard, send it directly to my email and give precise information, I've been waiting here for weeks for a result, what has to be checked for so long? So one way would be to pay me the amounts already paid or to pay out my profits. When will the concrete answer come? I'm tired of waiting I will get my money back. Alleged evidence that is not sent to the customer.
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1 year ago
Hello Shenja86,
Unfortunately, it is against the terms of most casinos to create more than one account per IP address. However, we believe that every case should be investigated and assessed individually to determine if any unfair advantage has actually been gained by the use of multiple accounts. There are many scenarios where it may not be fair for the casino to confiscate the player's winnings.
According to further information received from the casino, the accounts in question are not only linked by IP address but also by name and device used. Both accounts have used bonuses and had deposit activity.
You stated initially that you opened an account but it didn't work for technical reasons, so you opened a second account and only used that account.
Can you please clarify when you tried to open the first account (the one that didn't work), and which e-mail was used for this?
Kind regards,
Adam
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1 year ago
Translation
I couldn't use the first account and that wasn't verified either. Upon request to the casino, they could not find an account at the email address provided.
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1 year ago
Hello Shenja86,
The evidence from the casino shows that you registered an account with your e-mail ending "@yahoo.de" on 14/10/2022, but that another account was registered using a different e-mail ending "@gmail.com" on 26/11/2021.
This Gmail is not the same as the one you provided in your last posts, but it is very similar and includes your last name.
You stated that your account has been verified, did you receive some confirmation of this from the casino?
If so, please post it here or send it to my e-mail, adam.m@casino.guru.
Kind regards,
Adam
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1 year ago
Translation
My husband also has an account. Do you mean his account all the time???? So really incredible. You can see that there is no other account in my name. !!!!
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1 year ago
Hello Shenja86,
To clarify, you are stating that your husband also has an account at the same casino, and uses the same device and internet connection as you to access his account?
Please provide the e-mail address your husband has used to register his account, and any confirmation of the accounts having been verified that you have received from the casino.
Kind regards,
Adam
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1 year ago
Translation
In order to complete the verification, he had to submit his ID document..amO it can be seen on this that it is a different person. Just because you are in the same household and use the laptop together (don't you have 4 laptops for each individual person here, does a Konzo get blocked? Can't understand that at all. WS is now an excuse from the casino?
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1 year ago
Hello Shenja86,
Can you please clarify, were both accounts verified? Do you have any confirmation from the casino regarding this, for either account, that you can forward to me?
Kind regards,
Adam
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1 year ago
Translation
Yes, I got the verification and so did he for his Konzo. The Auaweisdocumente are available to the casino.
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1 year ago
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Identification documents were both submitted online. Payments have already been made on Sergej's account, otherwise this is not possible without verification. My payout never came because my account was blocked. Please clarify immediately.
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1 year ago
Hello Shenja86,
Thank you for the information. I am awaiting a further response from the casino, so I will extend the timer.
Kind regards,
Adam
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1 year ago
Dear Adam,
In our recent email we additionally stated our position regarding the violation of the rules by the user and justified our decision on the basis of the rules under which we provide our services.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Since we have now all taken a position and it has been clarified that these are two nodes from two different people, I would now like to know when my account will be unlocked and I can count on the money I have won. It's getting really ridiculous.
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1 year ago
Dear Shenja86,
This is case still being discussed with the casino. In the meantime, I would like to ask you one more time if you or your husband received any communication from the casino to state that the accounts had completed verification.
You told me both accounts have been verified, perhaps you received an email stating "your account has been successfully verified" or words to that effect. We need proof of this to show to the casino.
Kind regards,
Adam
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1 year ago
Translation
This has been verified on the website and the Casuno has verified both ID's. On the website it says that you have to verify the Kobto in order to pay out money and that has already been paid out to Sergej. Evidence of the Auazahlubg with him is available. As I said, my account was blocked before the payment was made. Get the two accounts and data from us through the casino. If you need proof of payment I can send you bank statements from Seegje.
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1 year ago
Thank you for your response, Shenja86.
I am now awaiting a further response from the casino via e-mail and will update the thread accordingly.
Kind regards,
Adam
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1 year ago
Hello Adam,
Please check our recent response regarding this issue.
Best regards,
Mr.Bet Casino team
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1 year ago
Hello Shenja86,
After reviewing all of the information so far, it certainly appears that the two accounts in question could belong to you and your husband and that there may have been no bad intentions from your side.
The terms of the casino state that you should only register one account per IP address, and bonuses can only be used once per IP address. However, the winnings in question have not been accumulated with the use of a bonus, so it seems that no unfair advantage has been gained in this case.
I have suggested to the casino that both you and your husband be allowed to fully verify yourselves and your accounts, and I am now waiting for a further response.
I will therefore extend the timer again.
Kind regards,
Adam
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1 year ago
Dear All,
Our appropriate department asked Shenja86 to complete the verification of the account. After verification, the decision about account closure could be reconsidered. Please note that according to our terms and conditions clause 3.3.3. Documents for verification should be provided in good quality only and within 14 days since request.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
The PDF files were sent today via support and mail.
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1 year ago
Hello all,
Thank you for your responses.
Dear Mr. Bet Casino,
Please do keep us abreast of the situation.
Kind regards,
Adam
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1 year ago
Dear All,
The responsible department once again returned to the consideration of the case.
Based on the results of the re-check, it was decided that the two accounts belong to the same person and were created with the purpose of illegally receiving bonuses. This conclusion is based on the performance of these two accounts, as well as on the patterns of behavior on the site.
Such behavior violates the terms and conditions of our gaming club. The decision is final and not subject to discussion.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
They are two different accounts. Bonuses cashed ???? The €700 balance was won with no bonuses. Two different names on two different ID cards! Then I want to ask for my paid money back now! This is really lousy and a scam on their part. Account banned as soon as they made a profit. In this way you can also achieve a lucrative business. great
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1 year ago
Dear Mr. Bet Casino,
Thank you for your response. Previously, you stated that the player would be allowed to complete verification. Can I ask if further information has come to light that has caused you to draw this conclusion?
Kind regards,
Adam
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1 year ago
Dear Adam,
The additional verification was requested by mistake. We would like to apologize that this caused a misunderstanding.
We evaluated this situation with the employee that created the verification request and took measures so it won't happen again.
Based on the current situation, we once again reviewed the user's case. The decision regarding the user's account and winnings has not been changed.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
I won honestly and it's two different accounts from two people. Only the last name is the same. The identity documents and residential address were proven. I still don't understand where the problem is. The profit is made without a bonus and that is why the account is blocked after a withdrawal request. Very weird. I am extremely upset and disappointed. That shouldn't be the case. Incredible. Adam maybe you can get a response from the two accounts which is why my account has actually been blocked. To date, only insinuations and no concrete statements have come from the casino.
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1 year ago
Dear Mr. Bet Casino,
If there is no further evidence to suggest otherwise, we firmly believe in this case that both players should be allowed to verify and prove that there are in fact two separate people.
As mentioned, the winnings were not accumulated with the bonus so if it can be determined that each person has operated an account, the winnings could be paid in this case.
I would once more like to ask the casino to reconsider its decision.
Kind regards,
Adam
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1 year ago
Dear Adam,
Our decision remains the same since the verification request does not affect the blocking of these accounts in any way.
According to our T&C clause 7.1. Please, be noted that all offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.).
Bonuses are available only for one IP, computer, or device. Previously, we have already provided evidence that these accounts have such intersections.
As a result, users violated our T&Cs.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Well said. Then please pay out the money paid up to the photo. Truly unbelievable. I hereby request my deposited money back.
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1 year ago
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I've had enough with the Auare speeches. If I have visitors, my WLAN can be used by anyone. As before, these are two different accounts and people. What is difficult to understand. So it's kinda ridiculous now. All required documents have already been submitted and checked several times. The documents show that there are two people and that they each have their own account. Without bonuses, my profit was made
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1 year ago
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How far is the investigation? This case is crystal clear. 2 kobzen 2 people - my profit without bonuses then kobto lock ? So I either want my profit or insist on my deposits from account opening to closing. Expect your answer immediately and please no more Auare speeches. Otherwise there are further investigations against you and your questionable processes.
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1 year ago
Dear Shenja86,
As mentioned previously, we are of the opinion that the players in question should be given a chance to verify themselves and that the winnings could then be paid as they were not accumulated with the use of a bonus.
The casino has stated that it wishes to maintain its position regarding this case, so there is nothing more we can hope to achieve by continuing to pursue this matter.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The eGaming Authority has more options and tools to help players.
Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
