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

Hello, they blocked my account after trying to withdraw 400,000 because I supposedly have a duplicate account, which is false because I only have 1 account and only deposited a lot of money to play and I had no problem and now that I win and want to withdraw, they scam me and they block me I need a solution for this since that money was for the expenses of my dog who is very sick.

Hola, me bloquearon mi cuenta despues de intentar retirar 400.000 por que supuestamente tengo una cuenta duplicada cosa que es falso por que yo tengo 1 sola cuenta solamente e depositado mucho dinero para jugar y no tuve ningun problema y ahora que gane y quiero retirar me estafan y me bloquean necesito una solucion para esto ya que ese dinero era para los gastos de mi perrita que esta muy enferma.

Dear Damary, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs 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."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards, 

Kristina

Thank you for your reply, Damary. Could you please indicate if you have both been verified? Have you both always played from the same device?

Good, indeed both accounts have been verified and have always been logged in from the same device. Thank you very much for the management

Buenas, efectivamente ambas cuentas han sido verificadad y siempre han se a iniciado sesion desde el mismo dispositivo. Muchas gracias por la gestion

What could I do about it? since I invested time and

Que podria hacer con respecto a eso? ya que yo inverti tiempo y

Thank you very much Damary for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.

Thank you very much for your help. I will wait for Andrej's answer.

Muchas gracias por su ayuda esperare la respuesta de andrej.

Dear Damary,

I have read through this thread and I understand the situation. I’ll contact the casino and see if I can help.

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

Dear casino team,

Could you please explain the reasoning behind your decision in this case? Any relevant evidence can be forwarded to andrej.p@casino.guru.

Thank you very much I wait for the answer

Muchas gracias espero la respuesta

Dear Andrej,

Please kindly check our recent letter. There you'll find detailed information about the violation.

If you have any additional questions, do not hesitate to contact us!

Best regards,

Mr.Bet casino

Good, I emphasize that Miss Kristina gave me the solution that they could send me the funds to the first account that she created on my cell phone, since the other account belongs to my partner who created it on my cell phone because he did not have a cell phone. I also remind you that I invested a lot of money in my account which would be unfair if they didn't even give me a refund since I'm going through difficult times and I needed that money. And I invested more than 100,000 pesos.

Buenas hago enfasis en que la señorita Kristina me dio la solucion de que podian enviarme los fondos a la primera cuenta que cree en mi celular, ya que la otra cuenta es de mi pareja que la cree en mi celular por que el no tenia celular. Tambien hago recordar que yo inverti bastante dinero en mi cuenta la cual seria injusto que nisiquiera me hicieran una devolucion ya que estoy pasando por momentos dificiles y necesitaba ese dinero. Y yo inverti mas de 100.000 pesos.

What solution open?

Que solucion abra?

Dear Damary,

Please be informed that the issue is currently being discussed with the casino team in a private conversation.

As additional time is required to investigate the issue, I’m extending the timer by 7 days.

Dear Andrej,

Please kindly check our latest answer to your request.

Best regards,

Mr.Bet Casino team

Dear Damary,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.

The casino team provided sufficient evidence proving the decision of the casino in your case was justified.

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.

In case you are not satisfied with our decision, I can recommend you to file an official complaint with the casino’s Licensing Authority (Curacao eGaming), although I believe their ruling would not differ from ours. Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed.

Dear all,

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