Mr Bet Casino - Il giocatore è stato accusato di aver aperto più account.

I have been fully verified in the casino for a long time and have already made some deposits there. I've also made a few withdrawals, but the highest was only € 450. Now I've won € 1000 and they promptly tell me I have several accounts and just deleted me !!!!!!!

Ich bin schon längere Zeit in dem Casino komplett verifiziert und habe dort schon einige Einzahlungen getätigt. Ich habe auch schon einige Auszahlungen getätigt,da war das höchste allerdings nur 450€. Nun habe ich Mal 1000€ gewonnen und prompt sagen die mir ich hätte mehrere Accounts und haben mich einfach gelöscht!!!!!!!

Dear steffiii8586, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://mr.bet/terms) and I found this:

"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."

Are you aware of opening more than one account? If not, is there any chance, that someone from your household or using the same IP address has created an account at this casino too? 

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards, 

Kristina

I only opened this one account there. However, my husband has one there. But he hasn't been active there in ages, definitely not since January or so. My account is fully verified and the last payout took place on September 7th, 2021 so a month ago and now they are allegedly noticing ???? The small winnings of 100 or 150 € were always no problem to withdraw but now that it is 1000 € they notice it ???!

Ich habe nur dieses eine Konto dort eröffnet. Allerdings hat mein Ehemann dort eins. Er war aber schon ewig nicht mehr dort aktiv,bestimmt seit Januar oder so nicht mehr. Mein Konto ist voll verifiziert und die letzte Auszahlung fand am 07. September 2021 statt also vor einem Monat und nun fällt denen das angeblich auf???? Die kleinen gewinne von 100 oder 150€ waren immer kein Problem auszahlen zu lassen aber jetzt wo es Mal 1000€ sind fällt denen das auf???!

Thank you for your reply, steffiii8586. Have you accumulated your winnings with or without an active bonus, please?

With bonus !!!! But the bonus has long been implemented.

Mit Bonus!!!! Waren aber schon längst umgesetzt der Bonus.

Thank you very much steffiii8586 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello steffiii8586,

I'm Nick and I'll be assisting you from now on. I would like to ask Mr Bet Casino to join us and help us resolve the player's issue.

Hello Nick. Super thank you!!! I am excited.

Hallo Nick. Super, vielen Dank!!! Ich bin gespannt.

Dear Casino Guru team, 

Please be informed that the User's account has been closed and winnings have been written off according 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;"

Duplicate user accounts were found and all of them have been blocked. 

Also according to our Terms and Conditions "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.)."

Terms 9.1.2. and 7.1. were violated several times by using the same device for logging in. There is also the same pattern detected in email addresses certain accounts were registered at. 

Taking into account all of the above, we are talking about a strict violation of our rules with which the user agreed upon registration.

Best regards, 

Mr.Bet casino team 

I don't have any duplicate accounts !! I don't have duplicate accounts !!! They don't tick properly anymore ... They just don't want to pay out the money ...

Ich habe keine doppelten Accounts da!!!! Ich habe keine doppelten Accounts!!! Die ticken nicht mehr sauber.... Die wollen nur das Geld nicht auszahlen...

Dear Mr. Bet Casino,

Could you please provide us some kind of evidence of your statement? Please forward it if it's possible to nikolas.b@casino.guru. Looking forward to your answer.

Regards,

Nick

Dear Casino Guru team,

We have sent an official response to this case to nikolas.b@casino.guru.

If you have not received an email, please contact us.

Looking forward to your prompt reply.

Best regards,

Mr.Bet casino team

We are currently waiting for our managment's decision on further communication with the casino. Will be extending the timer by 7 days and will provide more information as soon as possible.

We are now currently waiting for the evidence from the casino. Will give the feedback as soon as we receive them.

Hello Nick,

We've sent you to nikolas.b@casino.guru evidence of a violation of our rules. Waiting for you to process the application.

If you require more information please let us know!

Best regards,

Mr.Bet casino team

But I'm curious what kind of evidence that is .. Proof that my husband also has an account there ?! I know that myself and is no proof! I didn't open any double accounts or anything else there !!! I finally just want to receive my winnings 😑 if I still get it at some point, then I will give you dear Casino Guru Team 10% 😊

Da bin ich aber Mal gespannt was das für Beweise sind.. Beweis das mein Mann dort ebenfalls ein Account hat?! Das weiß ich selbst und ist kein Beweis! Ich habe dort keine Doppel Konten eröffnet oder sonst was!!! Ich will endlich einfach meinen Gewinn erhalten 😑 wenn ich diesen doch noch irgendwann bekomme,dann gebe ich Euch liebes Casino Guru Team 10% 😊

Dear steffiii8586,

That is exactly against the rules. The casino copied their terms and conditions previously here in the complaint stating that you can't open multiple accounts from same household. If your husband owns an account, the casino has every right to close all the accounts owned by you or any other person from the same household. It is a very common rule in almos every casino and it is always considered like this. Actualy you as a single person have only 1 account but as someone else from the same household created an account - it is counted as account multiplicity.

I'm really sorry but in the case of clear breach of casino terms, there isn't much we are able to do.

You can still try to contact the licencing authorities but I doubt they will be able to help you as well. In such cases the player just receives back his/her last deposit and gets blocked from the casino forever.

Regards,

Nick

Well, that's the way it is ... But it's strange that they only notice it after 9 months. But I didn't get my last deposit back either ...

Tja,dann ist es nunmal so... Aber schon komisch das denen das erst nach 9 Monaten auffällt. Meine letzte Einzahlung hab ich aber auch nicht zurück bekommen....

Dear steffiii8586,

It might be possible that the casino did not check your account until you requested a withdrawal. Most of the casinos are verifying the player at their first withdrawal so until then they can't really know wheather you have 1 or more accounts.

I would like to ask now Mr Bet Casino if there will be a last deposit refund processed?

My husband has not been active there since January !! Since January I've made 6 or 7 successful withdrawals !!!!

Mein Mann war dort seit Januar nicht mehr aktiv!!!! Seit Januar habe ich 6 oder 7 erfolgreiche Auszahlungen getätigt!!!!

Hello, Nick.

As the services were provided and there was a strict violation of our rules from the user's side, we would like to inform you that, unfortunately, there won't be a refund of the last deposit. 

Best regards, 

Mr.Bet casino team 

Dear steffiii8586,

In some ways, you can consider it as lucky that you have made several withdrawals because the casino should have blocked you much earlier for breaching the terms.

However, I would still like to ask the casino why was the player's account active and withdrawals possible until now? Was there any specific reason the block happend now?

Dear Nick, 

In the case of the first withdrawal of funds, the check by the security department was carried out superficially, taking into account the amount of funds withdrawn.

With a small amount of cashout, the initial verification is sufficient to carry out the withdrawal of funds to the payment method chosen by the client in accordance with all security protocols. Accordingly, at the first check, there were no significant issues identified.

Already at the second withdrawal of funds, with a thorough and comprehensive verification, a violation of our rules was revealed, which entails certain consequences for the user.

Best regards, 

Mr.Bet casino team 

I've made about 6-7 withdrawals since January !!!!!! And among other things, there was also € 400.

Ich habe ca. 6-7 Abhebungen seit Januar durchgeführt!!!!!! Und es waren unter anderem auch 400€ dabei.

Dear Casino Guru, 

The user indeed made several withdrawals on our site. As mentioned earlier, with small amounts, only a superficial check by the security system is carried out. The security check in this case is more focused on the payment method that the client uses to withdraw funds. And in the case of the client, there were no significant issues identified until the discovery of the multi-account. 

Despite the fact that we could not detect the violation of our rules in the first place, this does not override a serious violation. 

Best regards, 

Mr.Bet casino team 

Dear steffiii8586,

Unfortunately the issue is, that you have created multiple accounts - not that just your husband played. The casino provided a proof showing that you by yourself own not just one account. The explanation why did the casino did not block you until now is legit as the checks during the first few withdrawals can miss some details.

I'm really sorry but it would be a much different scenario if you had only one account but that is not the case. We support the game play of multiple person from a household but only until they really own only a single account.

Based on the above mentioned reasons that the player by her own had multiple accounts, we will be now forced to reject the complaint. I'm sorry that we could not help you out more but in a case like this where you clearly breached the casino terms, there isn't much we can do. Please be more aware when you will play in any other casino and carefully read all the terms and conditions before even registering there.

Best regards,

Nick