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

CASINO MR BET.

I HAVE BEEN PLAYING FOR SEVERAL MONTHS AND ALL SUPER GOOD. AT THE FIRST, I COULD NOT REGISTER SO I REQUESTED HELP FROM ITS SUPPORT TABLE WHO DELETED THE ACCOUNT BY MAIL AND WAS ABLE TO OPEN ANOTHER WITHOUT PROBLEM WHICH I HAVE MAINTAINED ALL THIS TIME, TAKING THE CATEGORY OF SENATOR. I HAVE BEEN REQUESTED ON SEVERAL OCCASIONS TO VALIDATE MY IDENTITY AND SENT EVERYTHING THAT HAS BEEN ASKED WITHOUT PROBLEM, HOWEVER, TODAY VIA MAIL THEY INFORM ME IN AN ARBITRARIAN WAY THAT MY ACCOUNT IS BLOCKED JUST WHEN THEY HAVE TO DEPOSIT A WITHDRAWAL REQUEST 13-12- twenty-one.

I HAVE READ SEVERAL COMMENTS FROM OTHER PLAYERS WITH THE SAME PROBLEM AND WHAT CAUSES MY ATTENTION IS THAT THE BLOCKING IS DUE TO AN ALLEGED MUNTICOUNT WHERE THEIR SUPPORT CHANNEL WAS THE ONE WHO HELPED TO ELIMINATE THE FIRST ACCOUNT WITH FAILURE AND UNTIL TODAY THAT I HAVE HAD NO ERRORS.

WITH ALL OF THE ABOVE MENTIONED, I REQUEST THE ACTIVATION OF MY ACCOUNT AND AS SOON AS POSSIBLE THE DEPOSIT REQUESTED. TO BE AN INTERNATIONAL COMPANY, IT HAS A SIGNIFICANT FAILURE IN YOUR KYC AREA WHICH I HOPE YOU WILL SOLVE AS SOON AS POSSIBLE TO AVOID FUTURE ERRORS LIKE THIS TO ESTABLISHED PLAYERS LIKE ME.

I STAY ATTENTION TO THE SOLUTION.

BEST REGARDS

CASINO MR BET.

LLEVO VARIOS MESES JUGANDO Y TODOS SUPER BIEN. AL PRINCIPIO NO PODIA REGISTRARME POR LO QUE SOLICITE AYUDA A SU MESA DE SOPORTE QUIENES POR CORREO ELIMINARON LA CUENTA Y PUDE ABRIR OTRO SIN PROBLEMA LA CUAL HE MANTENIDO TODO ESTE TIEMPO LLEVANDO A CATEGORIA DE SENADOR. ME HAN PEDIDO EN VARIAS OCASIONES VALIDAR MI IDENTIDAD Y SIN PROBLEMA ENVIADO TODO LO QUE SE HA PEDIDO, SIN EMBARGO, HOY VÍA CORREO ME INFORMAN DE MANERA ÁRBITRARIA QUE MI CUENTA SE ENCUENTRA BLOQUEADA JUSTO CUANDO DEBÍAN DEPOSITAR UN RETIRO SOLICITADO EL DÍA 13-12-21.

HE LEÍDO VARIOS COMENTARIOS DE OTROS JUGADORES CON EL MISMO PROBLEMA Y LO QUE ME LLAMA LA ATENCIÓN ES QUE EL BLOQUEO SE DEBE A UNA PRESUNTA MUNTICUENTA DONDE SU CANAL DE SOPORTE FUE QUIEN AYUDO A ELIMINAR LA PRIMERA CUENTA CON FALLA Y HASTA HOY OPERA LA ÚNICA CUENTA QUE HE TENIDO SIN ERRORES.

CON TODO LO ANTES MENCIONADO, SOLICITO LA ACTIVACIÓN DE MI CUENTA Y A LA BREVEDAD POSIBLE EL DEPOSITAR SOLICITADO. PARA SER UN EMPRESA INTERNACIONAL TIENE UNA FALENCIA IMPORTANTE EN SU AREA DE KYC LA CUAL ESPERO SOLUCIONEN A LA BREVEDAD POSIBLE PARA EVITAR FUTUROS ERRORES COMO ESTE A JUGADORES ESTABLECIDOS COMO YO.

QUEDO ATENTA A LA SOLUCIÓN.

SALUDOS CORDIALES

Dear larabredmar12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for their assistance, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication related to the closure of your previous account, please forward it to petronela.k@casino.guru.

Lastly, please advise the disputed amount. How much is your withheld balance?

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

Dear Petronela.

Regarding your questions, I tell you that my Wife uses my device to play games. It is worth mentioning that at the beginning I opened an account which was closed via the casino's internal chat, later, they validated my only account, they requested an identity card, credit card photograph and bank details, which I provided as soon as possible and without any problem I continued playing Until now my account has been erroneously and arbitrarily blocked.

As for the money withheld, it amounts to $ 400,000 thousand Chilean pesos which should have been deposited today in my Bank account.

Clearly it has a problem that must be improved since if a family member or several decide to play with my device, considering their system, all accounts will be erroneously blocked again and that affects all players and family nucleus.

I really hope a prompt solution to the unblocking of my account and the deposit of money held by the Casino Mr Bet.

Sincerely,

Estimada Petronela.

En relación a sus preguntas, le comento que mi Esposa ocupa mi dispositivo para jugar. Cabe mencionar, que en un inicio abrí una cuenta la cual fue cerrada vía chat interno del casino, posteriormente, validaron mi unica cuenta solicitaron carnet de identidad, fotografía de tarjeta crédito y datos bancarios lo que proporcione a la brevedad y sin problema alguno seguí jugando hasta ahora que bloquearon mi cuenta de manera errónea y arbitraria.

En cuanto al dinero retenido, asciende a $400.000 mil pesos chilenos los que debian estar depositados hoy en mi cuenta Bancaria.

Claramente tiene un problema que deben mejorar ya que si algun familiar o varios deciden jugar con mi dispositivo, considerando su sistema todas las cuentas serán bloqueadas de manera errónea nuevamente y eso afecta a todos los jugadores y núcleo familiar.

Espero realmente una pronta solución al desbloqueo de mi cuenta y deposito de dinero retenido por parte del Casino Mr Bet.

Atentamente,

Dear Petronela.

Regarding your questions, I tell you that my Wife uses my device to play games. It is worth mentioning that at the beginning I opened an account which was closed via the casino's internal chat, later, they validated my only account, they requested an identity card, credit card photograph and bank details, which I provided as soon as possible and without any problem I continued playing Until now my account has been erroneously and arbitrarily blocked.

As for the money withheld, it amounts to $ 400,000 thousand Chilean pesos which should have been deposited today in my Bank account.

Clearly it has a problem that must be improved since if a family member or several decide to play with my device, considering their system, all accounts will be erroneously blocked again and that affects all players and family nucleus.

I really hope a prompt solution to the unblocking of my account and the deposit of money held by the Casino Mr Bet.

Estimada Petronela.

En relación a sus preguntas, le comento que mi Esposa ocupa mi dispositivo para jugar. Cabe mencionar, que en un inicio abrí una cuenta la cual fue cerrada vía chat interno del casino, posteriormente, validaron mi unica cuenta solicitaron carnet de identidad, fotografía de tarjeta crédito y datos bancarios lo que proporcione a la brevedad y sin problema alguno seguí jugando hasta ahora que bloquearon mi cuenta de manera errónea y arbitraria.

En cuanto al dinero retenido, asciende a $400.000 mil pesos chilenos los que debian estar depositados hoy en mi cuenta Bancaria.

Claramente tiene un problema que deben mejorar ya que si algun familiar o varios deciden jugar con mi dispositivo, considerando su sistema todas las cuentas serán bloqueadas de manera errónea nuevamente y eso afecta a todos los jugadores y núcleo familiar.

Espero realmente una pronta solución al desbloqueo de mi cuenta y deposito de dinero retenido por parte del Casino Mr Bet.

Thank you very much, larabredmar12, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear larabredmar12,

I’ll be in charge of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Mr Bet Casino to join this conversation.

Dear Mr Bet Casino team,

Could you please clarify the situation? You can forward any relevant evidence to andrej.p@casino.guru.

Dear Andrej,

Good afternoon.

This situation is tremendously exhausting, I have been requesting the unblocking of my account for several days and the deposit of $ 400,000 Chilean pesos that has not yet been charged to my account.

As for the casino, it has an image of being serious but with what happened I am questioning it. All this time I believed that they were on the sidelines of the situation and now is when they invite you to the conversation?

I insist, if the blockage was due to my family occupying my device to play, I think I should put a message stating otherwise to avoid this type of situation.

As a summary and with great discouragement, I urgently request that my two requests be resolved.

Finally and as a constructive criticism, the casino has to improve its terms and conditions to avoid this type of situation.

I hope to have a prompt reply,

Kind regards

Estimado Andrej,

Buenas tarde.

Es tremendamente agotadora esta situación, llevo varios días solicitando el desbloqueo de mi cuenta y el deposito de $400.000 pesos chilenos que aun no cargan a mi cuenta.

En cuanto al casino, tiene imagen de ser serio pero con lo ocurrido lo estoy cuestionado. Todo este tiempo creí que ellos estaban al margen de la situación y ahora es cuando lo invitan para a la conversación?

Insisto, si el bloqueo se debía a que mi familia ocupa mi dispositivo para jugar, creo que debería poner un mensaje que indique lo contrario para evitar este tipo de situaciones.

Como resumen y con mucho desánimo solicito con carácter de urgencia se resuelva mis dos peticiones.

Para terminar y como crítica constructiva, el casino tiene que mejorar sus términos y condiciones para evitar este tipo de situaciones.

Espero tener una pronta respuesta,

Saludos cordiales

Dear larabredmar12,

Each time we receive a complaint about an online casino, we try to gather all the relevant information before contacting the casino representative and asking for their cooperation. I apologize for the inconvenience.

We are currently expecting the casino to provide a statement explaining its position in your case. Please note that due to the upcoming holiday season, there might be additional delays.

Thank you for your understanding.

Dear Andrej,

We are sorry for the delayed answer. Please find the detailed description of the case in the recent mail from us.

Best regards,

Mr.Bet Casino team

Thank you, Mr Bet Casino team, for providing the evidence via e-mail.

Dear larabredmar12,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified. There’s sufficient evidence proving you have created and used more than one account in the casino. As you might know, this is considered a serious breach of the Terms and Conditions in most online casinos. You can read more about our position on situations like this one, as well as other recommendations for players in our Fair gambling codex for players.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Dear all,

As explained above, we will now close this complaint as ‘Rejected’.