Mr Bet Casino - Hráč byl obviněn z otevření více účtů.

A few days ago, I entered the Mr Bet casino with the referral link of a local streamer, after that I lost approximately 2 deposits, on the 3rd luck smiled at me and I won, I turned the amount indicated by the casino and finally I got ready to withdraw They asked me for many documents to verify my identity, even a photograph of my debit card with which I had deposited, to which I hesitated but finally ended up sending. Once I sent everything, I mentioned what happened to my girlfriend and she wanted to try it on her own by making a deposit, until then everything normal, until after about 3 days, I try to enter my account to verify the status of the withdrawal and I could not enter for breach of term 9.1.2 ("9.1.2. Only one account per person is allowed. No profit can be collected on accounts that have been opened under false names or on multiple accounts that have been opened by the same person;") this term in no case was breached, in fact my girlfriend played at all times with her own laptop, it seems super unprofessional that only when trying to withdraw profits they block you and try to excuse and blame me for something I did not do and not at the time of to deposit.

Thank you for submitting this space to be able to claim, regardless of the result.

Hace unos días, ingrese al casino Mr Bet con el enlace de referido de un streamer local, posterior a ello perdí aproximadamente 2 depósitos, al 3ero la suerte me sonrió y gané, giré la cantidad que me indicaba el casino y finalmente me dispuse a retirar, me solicitaron muchísimos documentos para verificar mi identidad, hasta fotografía de mi tarjeta de debito con la cual había depositado, a lo cual dudé pero finalmente terminé por enviar. Una vez envié todo, le mencione lo ocurrido a mi novia y quiso intentarlo por su cuenta realizando un deposito, hasta ahí todo normal, hasta que después de aprox 3 días, intento ingresar a mi cuenta para verificar el estado del retiro y no podía ingresar por incumplimiento del término 9.1.2 ("9.1.2. Se permite una única cuenta por persona. Ninguna ganancia puede recolectarse en cuentas que se hayan abierto con nombres falsos o en varias cuentas que haya abierto una misma persona;") este término en ningún caso fue incumplido, de hecho mi novia jugó en todo momento con su propia laptop, me parece super poco profesional que solo al momento de intentar retirar ganancias te bloqueen e intenten excusarse y culparme por algo que no hice y no así en el momento de depositar.

Gracias por entregar este espacio para poder reclamar, independiente del resultado.

Dear Nicuzero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your girlfriend share any of the following: household or email address, telephone number, same payment account number, IP, or device? Was any of the accounts successfully verified in the past? Have you redeemed any promotional offers?

I have checked general terms and conditions and this is what I found https://mr.bet/terms:

"3.1.2. 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."

"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.)."

"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"

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

We actually live together in the same house, but we play with different devices, I had no idea about these types of rules and it causes me confusion at the same time, since it goes totally against what they promote, the referral system invites you to create accounts up to with the grandmother but this term contradicts it, in short, I appreciate the management and I will escalate it with the corresponding entity.

Efectivamente vivimos juntos en la misma casa, pero jugamos con distintos dispositivos, no tenia idea de este tipo de reglas y me causa confusión a la vez, ya que va totalmente en contra de lo que promocionan, el sistema de referidos invita a crear cuentas hasta con la abuelita pero este término lo contradice, en fin, agradezco la gestión y lo escalaré con la entidad correspondiente.

In fact, what seems most unfair to me is that they only "warn" you when you try to withdraw, but if I had lost millions, I would never have had problems, I assure you since a similar situation happened to me before, from which I came out successful, I hope I can have some kind of response and I appreciate the management again.

De hecho, lo que me parece más injusto es que solamente te "avisan" cuando intentas retirar, pero si hubiese perdido millones, nunca hubiese tenido problemas, te lo aseguro ya que anteriormente me sucedió una situación similar de la cual salí airoso, espero poder tener algún tipo de respuesta y agradezco nuevamente la gestión.

Thank you very much, Nicuzero, for your reply. Could you please advise if you, or your girlfriend, have redeemed any promotional offers?

Yes, 100% bonus, which I turned over more than $ 800,000 CLP (which the casino indicated to be able to convert the balance to withdrawable), my girlfriend I do not know if she did.

si, bonificación del 100%, el cual giré más de $800.000 CLP (lo que indicaba el casino para poder pasar el saldo a retirable), mi novia desconozco si lo hizo.

Thank you very much, Nicuzero, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. However, please bear in mind that if promotional offers have been redeemed twice per IP address it might be difficult to settle this case to your liking.

Hi Nicuzero,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Dear Casino Guru team,

Please be informed that according to our Terms and Conditions, the User’s account has been closed and winnings have been written off. The User has used different accounts and bonuses were also claimed on them.

Best regards,

Mr.Bet casino team

Dear Mr. Bet, the conditions have not been breached and you know it, I am a Computer Engineer, an expert in networks and I know their behavior.

Their management is erratic, null and closed communication that is not a surprise, it is only to see the comments of their publications on social networks and they will be able to realize the bad service they provide.

I comment that for this situation, unfortunately a crime is being committed and the corresponding steps will be taken for the case, there are many unhappy people and this should not happen again, I appreciate the management of the casino guru.

Estimado Mr. Bet las condiciones no se han incumplido y lo saben, soy Ing. Informático experto en redes y se el comportamiento de ellas.

Su gestión es errática, comunicación nula y cerrada aquello no es sorpresa, es solo ver los comentarios de sus publicaciones en redes sociales y se podrán dar cuenta el mal servicio que prestan.

Les comento que para esta situación, lamentablemente se está cometiendo un delito y se realizarán las gestiones correspondientes para el caso, hay muchas personas descontentas y esto no debería volver a suceder, agradezco la gestión de casino guru.

Hi all, thank you for your replies.

Dear Mr Bet Casino team,

I would like to ask you for evidence supporting your claims. You can forward it to my email address: peter.m@casino.guru, thank you.

Dear Peter,

We would like to inform you that we have sent you an email regarding this case. Please check it and let us know if anything else is needed.

Best regards,

Mr.Bet casino team

Thank you Mr.Bet casino team for the provided evidence.

Dear Nicuzero,

Based on the evidence provided by the casino, I'm afraid, your complaint will be rejected. I can only recommend you to be more careful in the future and open only one account per casino. 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.

Best regards,

Peter