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

Good afternoon, I would like to know if you can help me on how to file a claim or lawsuit against an online casino (Mr Bet) for non-payment of a grand prize. They blocked my account after winning the prize and requesting the first withdrawal (since they do not allow me to withdraw the entire prize that was $5,023,100) with term 9.1.2 where it indicates that only one account per person is allowed, which is So. They blame me for duplicating accounts or using false names, which is false. My account was verified by this casino at the time. I tried to explain via email, which is the only way of contacting that my mother also has an account and I enter the casino under her account from my cell phone and that she can see the scope of names, what follows in the denial of my duplicity and several guilts that are not true. At the time of the blocking I had approximately $5,280,000 and they told me that due to this alleged violation of that term my account would be blocked and I would lose all the money that was in the account, which was full to be able to withdraw it. I hope you can help me. I have backups of emails, images taken from my prize cell phone and conversations with online assistance from mr bet

Hello monik1980,

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 was the first to create an account in the casino? Did you both use any no deposit or deposit bonuses? When exactly did the casino close your account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I was the first to create the account about a year ago. My mother created her account much later since she played in another casino and mr bet had more entertaining slots, so later she made her account. I actually played with bonuses and without bonuses, which were given when you deposited. The prize won was in a simple spin in game 4 fantastic fish, it had no free games, it was in a normal spin. My account appeared blocked on December 24, more or less at noon in Santiago de Chile. The last time I spoke (it was only by e-mail since there is no other contact option, I asked them to call me and they told me that it was not possible) was today, when they once again sent me an email in response to my multiple emails trying to to explain that I have not made double accounts, that there may be a name range with that of my mother who has played on some occasions from my cell phone (as I have also played from my cell phone, hers, my pc etc) and I receive the same negative answer, as if it were a computer. The truth is that as a conversation I don't know if it can be classified. It is super demeaning to be blamed for something that is not real and not be able to explain or be able to raise things. In my last emails I indicated to Mr. Bet that I would initiate legal issues, for theft, fraud, fraud and above all, damaging my image by blaming something unreal, and that they arbitrarily decide that it is a violation

Hello monik1980,

Since when was your account verified? Was your mother's account verified as well and did she also use bonuses?

Hello. My account was verified when I requested my first or second withdrawal, which must have been March or April 2022. I don't know if my mother's account was verified. A friend also plays and they also blocked his account... I have several friends who play and we have played. Mr bet sent me another response that is like a paste cup, indicating that my account was closed for violating the terms and lost profits, but that they had good news for me, that my other account had been left open to play, which I find ridiculous, disrespect and more I realize that they are scammers since I do not have any other account. I want my prize and for this casino to pay for the bad times and false accusations against me

Hello monik1980,

As long as everybody played from their own account and own funds, without any multiple bonuses claimed from the same IP/device, therefor you or anybody else did not have any advantage over the casino, they should allow you to play.

As we will definitely need more details from the casino, your complaint 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

Thank you very much... I'll be waiting because I've played for a long time and known watts have an account. I have made withdrawals on other occasions and now that it is a great prize they block my account. I have played on my 2 cell phones, on my pc... several times, because the page doesn't always work. I've played from the app and from the website, all the time. And now that I win a prize, they don't want to pay it, I think it's unfair. They call me a liar and it's false.

Thank you so much for help me

Hello, monik1980,

I am sorry to hear about your situation. 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? Why have her winnings been confiscated? 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.

Thank you very much Branislav. The truth, as I have commented in thousands of emails to MrBet and a little in our conversations, I won a great prize with my account. I only have one account which is my email mon******@gmail.com. I have played from my 2 cell phones, from my PC, I have made withdrawals and now they blocked me. They tell me that I violate a term because they assure that I have 2 accounts, which is not real, I have never had 2 or more accounts, so it is very unfair that they block me because of that arbitrariness and do not want to pay me. I have made withdrawals before and now they block me, I think it is unfair, and they blame me for something that is not true. My boyfriend's account was also blocked, and my mother doesn't want to get involved for fear of being blamed for something like me. I have not failed at anything. My question is because now that I win a great prize they block me and not before if I supposedly had 2 accounts and they don't have a way to prove it.

Thank you so much for help me.

I hope everything goes well

Dear Branislav,

We require additional time to gather further evidence. The user's accounts were closed due to our terms and conditions:

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;

7.9. The maximum winnings/profit from No-Deposit Free Spins, all Free money bonuses (Free Chips) and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise.

As soon as we receive the document with matches for these two accounts we send it to you.

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino team,

Thank you for your response and explanation, and I am sorry for the delayed reply.

Feel free to send me the necessary data and details to branislav.b@casino.guru.

However, please note that I am not able to keep the complaint open for an indefinite period and that from now, there will be 2x7 days for you to provide the evidence. If no relevant data are received until the second 7-day timer expires, I will be forced to close the complaint as unresolved.

Looking forward to hearing from you.

Dear Branislav,

We've sent you an email with clarifications about the user's violation case. Thank you in advance for your time and consideration! 

Best regards,

Mr.Bet Casino team

Good morning Branislav,

Along with saying hello, I would like to know and see the clarifications of Mr Bet's accusations that he makes against me. As I have informed my account is verified, they asked me for a lot of information almost a year ago and after a long wait they verified it. The prize I won was from my only verified account that I have at this casino. I have no more accounts. I demand payment of my prize since it was won legally. I'm tired of this casino treating me like a scammer and lying about me. I also have all the backups that can validate that I have not missed anything and that they blame me for something non-existent for not wanting to pay. I have already made withdrawals, obviously of lesser value, and now that it is a big prize they hide behind the fact that it is my fault and that I have violated terms, without being able to see what they supposedly blame me for or defend myself and prove that it is not so. I just want them to pay me my prize, I would never play in this casino again, they are a farce.

I await your response and thank you very much for wanting to help me

Dear monik1980,

I am sorry for the delayed reply.

If you verified only one casino account, it does not have to automatically mean that there are no other duplicate accounts. However, the provided data are, unfortunately, not sufficient to support the casino's claims and conditions. Therefore, we have to wait for further details requested by email.

Dear Mr Bet Casino Team,

Could you please look at my last email and provide me with the necessary information and data?

Looking forward to hearing from you.

Don't worry Branislav, and thank you very much for your answers and management for helping me and proving that what the casino says is false. As I was telling you, I only have one account and it is verified. I would like to know which according to the casino is my other account so that I can prove that it is not mine and be able to defend myself against the false accusations of the casino and be able to claim my prize.

Grateful

Regards

Dear Branislav,

Please check our latest response. We would like to know the decision regarding the evidence we provided.

Best regards,

Mr.Bet Casino team

Dear Branislav,

Along with saying hello and hoping for this good, I would like to check the feasibility of reviewing the "evidence" that Mr bet casino provided, this in order to defend myself and show that the accusation is false and that they do not want to pay my prize.

Greetings

Greetings all,

Thank you, Mr.Bet Casino Team, for providing the data and additional information. In a while, I will respond to your email with an explanation.

Dear monik1980,

The details provided so far indicate quite many data matches and coincidences to rule out the use of connected accounts by 1 person. Therefore, allow me to ask you a few more questions to clarify the situation.

You were talking about a grand prize. What does the grand prize stand for, please? Can you explain it in more detail? How was this prize won? Based on the fact the casino representative mentioned the maximum cashout rule for no-deposit bonuses/free spins - was the prize obtained using no-deposit bonus/free spins? If yes, what exact bonus are we talking about, and was there any balance in your account before bonus activation?

What is your boyfriend's email used for registration in the casino? (You can send this information to my email - branislav.b@casino.guru).

Can you please rationally explain how it is possible that the same payment method was used for deposits on connected accounts?

You stated that you used 2 cell phones and a PC for playing in the casino. If there is no chance you played with more than one account, how is possible that there are matches indicating the use of the same devices(3)/IPs(5) by the connected accounts?

Dear Branislav, Together with greetings I answer your questions:

The prize I won was exactly $5,023,100 CLP (approx 5,900 USD), I will attach the images that I have to support it.

I won this prize playing the 4 fantastic fish slot machine, where I had a balance of $314,720 CLP in my account with which I was playing. The prize won was in a common play, where several fish appeared within the play with associated prizes and one of the fish had the ULTRA prize, where when joined it paid the sum of all the fish. The ULTRA prize was $5,000,000. I throw EPIC BIG WIN onto the screen.

A total balance of $5,337,320 CLP remained in my account after winning the prize.

The email of my boyfriend and my mother who have played on my cell phone will be sent to your email as requested.

With my boyfriend we work together and sometimes we played on his account and sometimes on mine, sometimes we played from my cell phone or his, or my work cell phone. I made deposits from my account (I can send you transaction, bank and whatever you need to prove that it is my personal account by mail) or from his account, we took turns (I can also send you the information you need). I want to be able to speak personally with you to explain better.

As I told you, I have the casino application on my personal cell phone, and my work cell phone. My boyfriend also has it in his, as well as my mother and several friends who play at MrBet. I can send you if necessary, brand, model or whatever you need to validate the IP of my equipment, I don't know how to do it. More than once there were application connection problems and I played on the website. For the same reason, (depending on who had a balance, my boyfriend or I, we played on my cell phone or on the one of the paste or on the one of the.

The day I won the prize, I was playing from my personal cell phone, at my house and it was approximately 3:00 p.m. in Santiago de Chile.

I will attach the images and anything additional you need I can give all the necessary information.

I will send you from my personal email m********0@gmail.com the requested data.

Thanks for your help. I hope we can come to a good end with this.

Thank you so much

Dear monik1980,

Thank you for your email and the additional information.

Unfortunately, there are many factors indicating a breach of the casino's terms and conditions, and it would be very hard or even impossible to prove the opposite.

After gathering all the necessary information, and having an internal discussion with my team, we decided to close this complaint as unjustified. Now I will explain why.

These are the main things that influenced our decision regarding your issue, and play against you:

• It does not matter if the other connected accounts are real or fictitious - using more than 1 account per person is strictly prohibited in online casinos, and using them in the way you mentioned is against the casino's terms and conditions
• Each player has to use only the casino account that belongs to him/her, and it is forbidden to disclose (knowingly or not) the credentials to any 3rd party and/or to allow anyone to use his/her account
• Each player is obliged to use only payment methods in their name - this was breached at the point you used your boyfriend's payment method, or when he used your payment method for the deposit; in addition, full verification is a must to be able to withdraw the significant winnings from the casino account - this likely would not be possible after you used your boyfriend's payment method
• In short, all bonus offers are limited to one per user - based on the fact both accounts used exactly the same bonuses in the past, this rule was also breached, and from this moment, you were not eligible for any of the further bonuses that you claimed in the casino
• Matches of the used devices and IP addresses just confirm the above-mentioned, thus it would be almost impossible to prove that you or your boyfriend did not play with both accounts, especially after you confessed it was like that

You can read about the terms and conditions I am referring to on the casino website (available HERE), sections 2, 3, 7, and 9. We are talking about industry-standard rules, and you accepted them upon registration.

As for the winnings, your disputed funds were obtained from the bonus (no-deposit spins, and free spins from another deposit bonus). Although you deposited real money into your account, the mentioned account balance of $314,720 CLP was in the bonus balance, and your real money balance was lost by playing some time ago. It means that if no rules were breached, you would be able to withdraw only €50 from this bonus anyway. However, the mentioned bonus funds were won from bonus(es) that you were not eligible for.

I would just like to add that if both accounts were active and the casino paid you some withdrawals in the past, it does not mean that it is allowed or that the casino knew about it. Some casinos pay the players if there is no reason to perform a deep investigation, or if there are only withdrawals of lower amounts. Until a deep investigation is made, they do not have to know about any breach or connections between the accounts.

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