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My account was blocked after the 2nd withdrawal for allegedly using 2 accounts and my deposit was withheld and will not be reset

Mein Account wurde nach der zweiten Auzhalung gesperrt weil ich angeblich 2 Account verwendet habe und meine Einzahlung wurde einbehalten und wird nicht zurücksetzen

Hello Tolga,

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.

Was your account verified and if yes, since when? Does the second account belong to you or anyone from your household? Did the casino specify anything more regarding the second account?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

No, my account is not verified. After a self reject period I wanted to give this casino another chance.

Personally I don't know of a second account, it could be one that played in the household of a Mr. Bet.

My first payout worked without any problems, but after the second, where the amount was higher, I was blocked on the grounds that I should have a second account.

My winnings have been voided and my bet that I have not gambled withheld.

The casino has not yet given me any information about the account, only that it is open and I can continue playing there. But that doesn't do me any good because I have absolutely no idea who the account is from.

They accuse me of multi accounts and offer me to keep playing.

Hallo Nick,

Nein mein Konto ist nicht verifiziert. Nach einer Selbstausschuss periode wollte ich diesen Casino noch eine Chance geben.

Ich persönlich weiß von einem zweiten Konto nichts, es könnte sein das im Haushalt einer Mr. Bet gespielt hat.

Meine erste Auszahlung hat ohne Probleme funktioniert, doch nach der zweiten wo der Betrag höher war würde ich gesperrt mit der Begründung das ich ein zweites Account haben sollte.

Meine Gewinne haben die für ungültig erklärt und mein Einsatz was ich nicht verspielt habe einbehalten.

Das Casino hat mir bis jetzt noch keine Angabem zum Konto gemacht nur das diese offen ist und ich dort weiter spielen kann. Was mir aber nichts bringt weil ich absolut keine Ahnung habe von wem der Account ist.

Sie beschuldigen mich mit multi Accounts und bieten mir an weiter zu Spielen.

Dear Nick,

I ask for your help.

I always get the same answer from customer service and nothing helpful

Lieber Nick,

Ich bitte um Ihre Hilfe.

Vom Kundenservice kriege ich immer die selbe Antwort und nichts hilfreiches

Thank you Tolga for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Tolga,

I will assist you with your complaint from now on. I would like to invite the representatives of Mr.Bet Casino into the discussion in order to help us resolve the issue of the blocked account.

Dear All,

There have been several violations of our terms and conditions from the user’s side detected.

By creating multiple accounts, users violated clause 3.1.2. of our terms and conditions:

"You are allowed to have only one Member Account. If you attempt to open more than one Member Account, all betting accounts you try to open will be blocked or closed and any bets or winnings from your closed or blocked account will be voided for at the discretion of the casino administration."

Despite the clause 3.2.1.

"you may have the one and only account on this website, registered in your own name. Any other accounts in your name on this Website will be considered Duplicate and will be closed immediately. Company may also at its discretion void all the bets that have been placed in the duplicate accounts. Should company decide to leave one account open, it will be the first account that you opened, to which your remaining deposits, if any, will be transferred (subject to reasonable charges); If you gained or accrued any returns, winnings or bonuses on your Duplicate Account they will be canceled and deposits will be transferred to your first account. If you would like to open another account, please contact our Customer Support. In case of opening another account the previous one will be closed. If you want to close your existing Account please contact our Customer Support. Otherwise keep your account details up-to-date."

the user didn’t inform us about the creation of several accounts on our site. There was no communication where the user mentioned another account till the moment the violation was detected. The user had to contact support to open a new account, according to clause  3.2.1.

Without conducting additional security checks, and requesting verification, we adhered to clause 3.3.3. of the terms and conditions: "The payment manager may carry out additional verification procedures for any cumulative withdrawals exceeding 2000 EUR (or your currency equivalent), and further reserves the right to carry out such verification procedures in case of lower payouts. Documents for verification including but not limited to all below-mentioned documents should be provided in good quality only and within 14 days since request:"

The first withdrawals of the user's funds were lower by the amount, so verification was not requested. During the last check, we found a 100% match with other accounts, so verification was no longer necessary since the user violated the rules and was blocked.

Best regards,

Mr.Bet Casino team

Hello all,

thanks for the reply to the Mr Bet Casino.

We would like to know based on what kind of information you came to the conclusion tkavsur2 opened and had multiple accounts?

As tkavsur2 claims above, there was no prior knowledge of the existence of these accounts.

Please provide us with a more detailed explanation and any evidence that shows the accounts in question were linked. You may send it to my email address at tomas@casino.guru

Much appreciated!

Dear Tomas,

According to your request, we have sent you an email with evidence of multiple accounts. We are at your service in case you need more information. 

Best regards,

Mr.Bet Casino team

Hello all,

we've received the evidence about the multiple accounts from Mr.Bet Casino.

I would like to ask Mr.Bet Casino's team for additional information as discussed in my last email. Much appreciated!

Dear All,

 According to the clause 3.2.1. of our terms and conditions, the user had to continue playing on his first account and did not have the right to create other accounts without our knowledge. In case of problems with the login to a particular account, the user had to report them to the support service before creating more accounts on their own.

Winning in case of violation of the rules is not considered legitimate.

Given the fact of violation of our terms and conditions, all user accounts were blocked. The amount of his deposits on the site will be compensated and our services will no longer be available for usage. We will contact the client as soon as the amount of deposits is available for withdrawal.

Best regards,

Mr.Bet Casino team

Hello, everyone. I have access to my account again and can have the amount paid out. Now I'm waiting for approval from the responsible department.

Hallo zusammen. Ich habe wieder Zugriff auf mein Konto und darf den Betrag auzbezahlen lassen. Jetzt warte ich auf die Genehmigung von der zuständigen Abteilung.

Hello,

Thanks for the update. Please let us know about any further development regarding your withdrawal. Much appreciated!

Hello, after my account was reactivated I was supposed to verify myself, but this process is always rejected and takes days to be processed

Hallo, nach dem mein Konto wieder freigeschaltet wurde sollte ich mich verifizieren, jedoch wird dieser Prozess immer abgelehnt und es dauert Tage bis es bearbeitet wurde

Mr Bet Casino,

could you advise on how to successfully complete the verification process? What is causing the process to be rejected?

Dear All, 

Please be informed that the verification was completed and the withdrawal request was processed. From our side funds were sent to the user's payment method. Now the transaction has to be approved for the payment provider side. 

After the withdrawal request was processed the account was blocked permenantly. 

Best regards, 

Mr.Bet Casino team

Hello Tolga,

has the balance been paid to you successfully in full? Can we consider your issue resolved? Please let us know. Much appreciated!

Hello everyone, the payment has now been successfully completed.

Thanks for the great support Casino Guru. Without their help, this process would not have been successful.

Hallo zusammen, mittlerweile ist die Auszahlung erfolgreich durchgeführt.

Danke für die tolle Unterstützung Casino Guru. Ohne ihre Hilfe würde dieses Prozess nicht erfolgich sein.

Awesome news, Tolga! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.