The player realised that they had a duplicate account and so immediately asked the casino to delete the old one. The casino said that if the player passed verification for the recent account, the old one would be deleted. The player successfully passed verification but then could no longer access their account at all. After some time, the player's older account was confirmed deleted and access to the verified account was restored.
Mr Bet Casino - The player's account got closed.
Amount: €1,200
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good day,
I am very upset. I've read a lot of bad things about the casino, but unfortunately only after I deposited and won €1200.
I know that you can't have 2 accounts, so I contacted support and asked for an account to be deleted. After several days of waiting, I finally got an email. I should verify myself and then the account will be deleted. No problem.
Done immediately and finally verified after a long time. Less than 5 minutes later, of course, the account where my money is on it is blocked.
Oh man am I mad. And the support is a disaster
Automatic translation:
Public
Public
2 years ago
Hello LarsDeh,
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 when did you create the first and when the second account? Was any of them verified before? Did you claim any bonuses on them? Since when is your account with the balance blocked?
Looking forward to your answer.
Regards,
Nick
Public
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2 years ago
Translation
Unfortunately, I cannot tell you exactly when the first account was created. It's been a few months. I never played on the first account. The account is not verified either.
I created my second account about 2 weeks ago. I also played on it and got it verified today. And 5 minutes later the account was blocked.
As I said, I never played on my first account. Only made a deposit, but this was paid out again immediately. (the first withdrawal is possible without verification). When I realized I had two accounts, I immediately contacted support and asked them to delete the old account.
No bonuses are active on either account.
Edited
Automatic translation:
Public
Public
2 years ago
Dear LarsDeh,
If your first account was not verified and you did not use any bonus, I believe that there should be any problem for the casino to let you play on your second account if the first one is closed. 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
Public
Public
2 years ago
Hello LarsDeh,
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 blocking of the player's account?
Kind regards,
Adam
Public
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2 years ago
Translation
Hello Adam and thanks for the support.
Unfortunately, the support from the casino has not been in touch for a week, which is a pity.
I hope we can achieve something here.
Automatic translation:
Public
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2 years ago
Translation
Hi
Suddenly it went really fast today. After more than a week without a message from support, several messages came today.
My old account is deleted as requested and my verified account is reopened.
I'm sure it has something to do with the complaint here.
Thanks very much!
Automatic translation:
Public
Public
2 years ago
Hello LarsDeh,
That's great news! I am glad to hear that the issue with your account has been resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
