Mr Bet Casino - The player's requesting a refund of his deposit.

Guten Morgen,

ich habe mich im Mr Bet Casino am Sonntag, den 20.11.2022 registriert und die 10 Euro ohne Einzahlung verwendet. Ich habe es geschafft, den Betrag umzusetzen und hatte am Ende 50 Euro Echtgeld. Um eine Auszahlung tätigen zu können, ist eine Mindesteinzahlung erforderlich. Ich tätigte die Mindesteinzahlung in Höhe von 10 Euro, ich hatte nun 60 Euro. Im Anschluss habe ich eine Auszahlung beantragt in Höhe von 60 Euro. Etwas später bekam ich die Information, dass mein Konto gesperrt wurde, aufgrund eines Multi Accounts und dass ich meine Gewinne nicht ausgezahlt bekomme. Und das verstehe ich auch, dass ich die Gewinne nicht bekomme. Ich habe festgestellt, dass ich vor gut einem Jahr dort bereits einen Account registriert hatte. Dumm gelaufen, kann man nichts machen. Ich war mir dieses Multi Accounts nicht bewusst.

Kommen wir daher nun zum eigentlichen Punkt:

Das Casino verweigert mir ebenfalls die 10 Euro Einzahlung. Ich habe mit den 10 Euro keinen einzigen Spin gemacht und die kompletten 60 Euro (10 Euro Einzahlung + 50 Euro Gewinn) waren jederzeit in meinem Nutzerkonto zu sehen.

Darf das Casino mir auch meine Einzahlung in Höhe von 10 Euro verwehren? Ist das rechtens? Dass ich meine Gewinne nicht bekomme verstehe ich, aber dass sie selbst das Geld behalten, wo ich nie die Chance hatte es zu nutzen finde ich sehr fragwürdig. Ich weiß, der Betrag ist lächerlich gering, aber es geht mir hier ums Prinzip. Könnt ihr euch das mal anschauen? Danke!

Hello BluePrint,

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 your account get closed? Did the casino already confirm that you won't receive back your deposit?

Looking forward to your answer.

Regards,

Nick

Guten Morgen,

vielen Dank für die Antwort.

Mein Account wurde am 21.11.2022, also gestern geschlossen.

Das Casino hat mir per Mail mitgeteilt, dass ich meine Einzahlung in Höhe von 10 Euro nicht zurück erhalte.

Viele Grüße

BluePrint

Hello BluePrint and thank you for all the information provided. We will most likely need to contact the casino for additional proof of account multiplicity. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, BluePrint,

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? When was the first account registered? Is the casino able to refund the player his deposit in case his first account was registered a long time ago? It may mean that the player just really forgot about the previous account.

Thank you in advance for providing the information.

Hello Branislav,

The first user's account was registered 18.08.2021 the second one 20.11.2022.

The last user's login on the first account was 21.08.2021, according to internal logs. That means user has access to this first created account that remains open. User can continue playing on his initial account.

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino Team,

Could you please double-check the provided information and confirm it is really correct? Is it possible there is a mistake in the given dates?

According to the provided explanation, it looks like the player last logged in on the first account more than 15 months before the second one was registered.

Hello Branislav,

The login and registration data are correct, but this does not negate the fact that immediately after the blocking of the new account, the user was able to log into the open old account the next day. That means the user still has access to it and remembers the credential for the login. 

Also, we checked the bonus history of both accounts. On both accounts the user used the free 10 euro bonus for confirming the phone and email. Since the free bonus was not available to him on the old account, the user could create a new one to receive this bonus and reuse it. This directly violates the rules of our gaming club.

We remind you that the old account remained open as an exception and the user can continue to play on it and no longer violate our rules.

Best regards,

Mr.Bet Casino team

But in your post from December 1, there is the information that "The last user's login on the first account was 21.08.2021, according to internal logs". As I mentioned, it would mean that the last login on the first account was more than 15 months before the second one was registered.

Did you mean 21.8.2022 instead of 21.8.2021 for the last user's login on the first account, please? If yes, was this login before or after the closure of his second account and being informed of the reason? When was the last time he logged into the first account before 21.8.2022? Is the casino able to refund the player's unused deposit?

Dear Branislav,

We have checked the information, and we apologize for misleading you.

The first account was registered on 18.08.2021, the last login, according to the system on 21.11.2022.

The second account that is now blocked was created on 20.11.2022, the last login was 20.11.2022.

On both accounts, the No-deposit bonus of 10 euros for email and phone confirmation was activated.

Best regards,

Mr.Bet Casino team

Hello everyone. I logged into the first account created after the second one was blocked to check if I indeed created the first account a while back ago, which I already admitted.

There is just one simple fact I would want to know:

is it legit that the casino keeps my deposit made on the 2nd account? I never played any of the deposit funds, it just got closed. I know that the winnings are gone, but please tell me if it’s legit that a casino can keep deposits which have never been played.

if so, please let me know the paragraph in the TCs, and also, with the help of casino guru, let me know if this is something the casino is just able to do.

thanks in advance.

Greetings all,

I am sorry for the delayed reply.

Dear Mr.Bet Casino Team,

Could you please provide me with a complete login history for both of the player's accounts? Can you also share with me a transaction and gameplay history from his second account? Feel free to use my email (branislav.b@casino.guru).

As we see, the player likely forgot about the first account and admitted that it could have happened. Therefore, it is possible he tried to log in there after he was informed about it. Unfortunately, without the login history, we are not able to sufficiently consider it.

The player does not ask about the winnings from the no-deposit bonus. The disputed amount was set only to the amount of his deposit. In addition, according to the casino's Terms and Conditions (available HERE), rules 7.13. and/or 7.15., the casino can touch the player's winnings. The casino has the right to close the player's account or confiscate the bonus winnings, but there is nothing about deposit confiscation. So, the deposit in question may be returned if it has not been used at all.

If the player deposited to the second account after meeting the wagering requirements of the bonus and has not used it at all, is the casino able to credit this unused deposit to his first account which remains open?

Dear Branislav,

A deposit of 10 euros was compensated to the user on an open account. Tell me, does this solve the issue or do we still have to provide evidence of the connection between the accounts?

We will need additional time to receive information on logins, game history and deposits.

Thank you very much in advance for your patience!

Best regards,

Mr.Bet Casino team

Hello, Mr.Bet Casino Team,

Thank you very much for your reply and the update.

No, in this case, once the player confirms it, nothing more is needed at all.

Dear BluePrint,

Can you please confirm the deposit of €10 was compensated to the account that has remained open? Can I consider your issue resolved?

Dear BluePrint,

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.

Hallo, ja habe es erhalten! Kann als gelöst betrachtet werden.

Thank you, BluePrint, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, 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 very much, Mr Bet Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru